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User unable to login in Syncplicity and getting error message "This account doesn't exist in Syncplicity. Please enter a valid email address."

Symptoms: User has more than one email address defined on their company Active directory server.

Symptoms: "This account doesn't exist in Syncplicity" issue is same when trying to login to Syncplicity client or Syncplicity Online file browser.

Symptoms: Issue is commonly seen in SSO enabled environment.

Symptoms: "Email Address Mismatch" error message can be seen in Syncplicity.log file

Let's take an example where a user has two email addresses defined on their company Active directory server.

  1. testing567@dispostable.com >> Primary email address
  1. testing_new@dispostable.com >> Secondary email address

Let's say user "testing_new@dispostable.com" has a valid Syncplicity account and still unable to login to his Syncplicity account and gets an error message "This account doesn't exist in Syncplicity. Please enter a valid email address."

Screenshot of the error message is attached to the article page.

On checking the Syncplicity log file we can notice there is an "Email Address Mismatch" error message which clearly says that user might have more than one email address defined in their AD and user is not using the primary email address (for Syncplicity login) as defined in their company AD or Active directory.

Example from Syncplicity.log file:

2015-02-18T12:21:17 WARN [os] SSOVM - An error occurred with single sign on: syncpsso1560801647://failure/Email+Address+Mismatch

2015-02-18T12:21:17 WARN [os] SSOVM - SSO Error: Email Address Mismatch

2015-02-18T12:21:17 ERROR [os] CredentialsVM - Exception authenticating using SSO

Syncplicity.Client.UI.WPF.ViewModel.SSOException: Email Address Mismatch

Fix: If the user's primary email address defined in AD and Syncplicity login email id is different then the user will not be able to log in.

User's IT Team or Syncplicity Administrator would need to make appropriate changes in Active directory server or the Syncplicity account has to updated with the Primary SMTP address such that user's Syncplicity login email address and primary email address as defined in Active directory server are same. 

 

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