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Web Console not showing correct Users when adding Members

SM
By Sarah Marshall time 2 min read time Published Aug 07, 2026

Issues:

  • The Customer informed us that the web console not display correct users when they are trying to add users in the web console.

  • The Customer also informed us that when they are trying to add users in the web console, the list of the users that is showing is not the correct one.

Steps taken to troubleshoot the issue are as follows:

    • From the web console settings page, go to the Role management option then click on Add members.

    • A window opens that shows we need to Select Users or Groups as shown below:

    • Click on Browse Users to see the list of the users showing in the Left column “Users /Group Name”. The users are displayed but the customer informed that these users are not from their department.

    • We checked with the customer that if they have a separate UPN for that department users. We checked that there is a separate UPN showing in Active Directory for those users.

    • We added that UPN in the manage domain option in the Web console as shown below:

We added the domain by putting the credentials.

    • After that restart the web console and go to the Role management page, click on Add Members and select the second UPN that was added recently.

    • The correct users were displayed as per the customer. Selected users and add them by assigning proper roles to those users.

  • The Customer is having another issue with M365, in the main console the connection was showing failed for M365 component.

The steps taken to troubleshoot the issue are as follows:

    • We checked that the Details section on the M365 component is showing data Error as well as the connection status is showing failed.

    • We checked that the Secret Key has expired. Customer login to the EnterID portal with Global administrator.

    • Checked that the Secret Key has expired for the corresponding Client ID.

    • Created a new secret key and also checked the API permissions as well.

    • Added some API permission as it was missing in the customer’s environment.

    • In the M365 module entered the new secret key and then validate the credentials.

    • After a refresh and updating the service credentials the connection status was showing successful after some time.

    • We ensured that the reports are now showing updated records.