Hello, I recently deployed on Prem IBM SOAR 51.0.2.X in air-gapped environment. All the installation and initial configuration went smooth except the AD integration. It is required to have SSL enabled communication between SOAR and LDAP in my environment, So, i followed as per the documentation.  The LDAP configuration in the CLI is successful, I used ldap diagnosis tool to fetch the users from AD group on CLI, it was successful. I even can see enable LDAP option appeared on UI under ORG setting (usually it will be visible in case of successful configuration). so now the real problem

1. once i enable the AD on UI, it is supposed to show the Groups that the service account (used in the config) has the authorization, but it is not showing.
2. when i click on search button, it shows red banner with message "unable to connect to LDAP service".

when i checked the client.log, i found that we are hitting exact below error and made sure that all the points those were mentioned in the technote are covered.

QRadar SOAR: "Directory service is unreachable" when authenticating with QRadar SOAR (ibm.com)

I am seeing the above error when SOAR tries to fetch the stuff from AD automatically, but i try with resutil and ldapdiagnosis tools, the connection and authentication works perfectly.

I strongly believe that the configuration that we are giving to resutil somehow not being to sync at the backend. Another reason that strengthens this statement is that i recently tried to update the SOAR license using resutil license command. the command results say the license update is successful, but i still can't access the UI due to license limitation. Later i fiigured out that the .key file under crypt folder was holding the old license key. So, i manually updated the file which eventually resolved the issue.

Sorry for the long post, but i really appreciate if someone can give an insight on this issue before the support case(or help me to avoid raising the support case😊). Please let me know if you want to know more details about the issue to solve this problem