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Users not getting synced after Upgrade

  • 1.  Users not getting synced after Upgrade

    Posted 26 days ago

    Hello,

    We have upgraded from 7.6 to MAS 9. After upgrade users are not getting synced from MAS to Manage and neither from Manage to MAS. We tried to modify MAS user/created a new one, but sync is failing giving internal api error of 500 in usersync pod of manage. Hence, we are not able to login to Manage. Any ideas/suggestions which we can try, please let us know. 



    ------------------------------
    Poonam Aswani
    ------------------------------


  • 2.  RE: Users not getting synced after Upgrade

    Posted 23 days ago

    check couple of things

    1) MASSync process is running ( check for error in log file)

    2) Encryption for API Key used by MASSync process

    2) Validate that API Key is valid

    4) MIF POD is running



    ------------------------------
    Arvind Solanki
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  • 3.  RE: Users not getting synced after Upgrade

    Posted 23 days ago

    Hi Arvind,

    Since we are not able to login so we can check from database side only regarding MASUserSync cron and it seems running. 

    Also, this cron syncs users from manage to mas. If we are modifying/creating a user in MAS that synchronization also fails. Please let us know if you have any idea on this. 



    ------------------------------
    Poonam Aswani
    ------------------------------



  • 4.  RE: Users not getting synced after Upgrade

    Posted 23 days ago

    Have you tried to run the cron task MASUSERSYNC?  This wil sync the mange users to MAS core. 



    ------------------------------
    Arul Jefferson A
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  • 5.  RE: Users not getting synced after Upgrade

    Posted 21 days ago

    Hi Arul,

    Since we cannot login to manage, we can see from database that cron is running.



    ------------------------------
    Poonam Aswani
    ------------------------------



  • 6.  RE: Users not getting synced after Upgrade

    Posted 22 days ago

    We experienced a similar problem after upgrading to MAS 9. While all users were successfully migrated from Maximo 7.6 to the MAS UI, any attempts to change a user's password or other user information resulted in synchronization failures.

    We engaged IBM support, providing "must-gather" logs multiple times. It took over a month for them to identify the root cause and provide a solution. In our specific case, the issue was related to

     "mxe.int.keyresponse" system property had value 1.  We executed :


    UPDATE MAXPROPVALUE SET PROPVALUE = 0 propname ='mxe.int.keyresponse'; 


    directly in DB and restarted Manage. After this simple fix, the user sync works 100%.

    Hope, it'll help.

    Out IBM case number was  TS018568925.



    ------------------------------
    Galina Leonova
    ------------------------------



  • 7.  RE: Users not getting synced after Upgrade

    Posted 21 days ago

    Hi Galina,

    Thank you for your inputs. I checked in my db2 database, this property is already set to 0. yes, we are also following up with IBM and its almost a week now with no luck.



    ------------------------------
    Poonam Aswani
    ------------------------------



  • 8.  RE: Users not getting synced after Upgrade

    Posted 21 days ago

    Hello, Poonam!

    Unfortunately, IBM support is a slow moving train. Have you check "usersyncagent" pod's log in your OpenShift , in "Manage" project? It might give you some insights into the problem.

    Feel free to give IBM our ticket number for the reference.

    Have a good day and good luck! 



    ------------------------------
    Best regards,
    Galina Leonova
    ------------------------------



  • 9.  RE: Users not getting synced after Upgrade

    Posted 21 days ago

    Hi Galina,

    Usersync pod gives below error. Not sure what 500 status code means and how to resolve it.

    Sync user masadmin, status PENDING
    2025-07-09 13:34:37,449   usersync-agent-manage           INFO     [mas9dev masadmin] Sync user url: https://mas9dev-mas9dev.mas-mas9dev-manage.svc/meaweb/es/MASSYNC/MASPERUSER?clientcert=1, method: POST, headers: {'content-type': 'application/json'}
    2025-07-09 13:34:37,449   usersync-agent-manage           INFO     [mas9dev masadmin] Sync user data: {data*************}
    2025-07-09 13:34:37,490   usersync-agent-manage           INFO     [mas9dev masadmin] Sync user response: r.status: 500, r.text: Error 500: 
    2025-07-09 13:34:37,490   usersync-agent-manage           INFO     [mas9dev masadmin] synched: status_code: 500 r.text Error 500: 
    2025-07-09 13:34:37,490   usersync-agent-manage           ERROR    [masadmin] Got exception: [mas9dev masadmin] synched: status_code: 500 r.text Error 500: 
    2025-07-09 13:34:37,490   usersync-agent-manage           ERROR    Traceback (most recent call last):
      File "/usr/local/mas-python/lib64/python3.11/site-packages/mas/utils/usersync/usersync.py", line 292, in doSync
        agent.syncUser(user)
      File "/opt/ibm/usersync/agent.py", line 75, in syncUser
        raise Exception(errMsg)
    Exception: [mas9dev masadmin] synched: status_code: 500 r.text Error 500: 
    2025-07-09 13:34:37,490   usersync-agent-manage           INFO     Attempt: 5 of 5
    2025-07-09 13:35:07,491   usersync-agent-manage           INFO     [masadmin] Updating user sync state for application manage to ERROR



    ------------------------------
    Poonam Aswani
    ------------------------------



  • 10.  RE: Users not getting synced after Upgrade

    Posted 20 days ago

    Hello, Poonam!

    We encountered the exact same synchronization error you're experiencing. 

    To avoid a month-long resolution process, send your "must-gather" logs to IBM immediately and request an urgent Teams or Zoom call. Our resolution eventually came through IBM Support ticket TS018568925. This case involved direct collaboration between IBM support representative, "rkoertje," and IBM development team. IBM can review this ticket to understand the queries and steps involved, potentially allowing them to provide all necessary solutions in a single session, saving weeks of back-and-forth. 



    ------------------------------
    Best regards,
    Galina Leonova
    ------------------------------



  • 11.  RE: Users not getting synced after Upgrade

    Posted 19 days ago

    Hi Poonam,

    the issue seems to be not with the sync process itself, but with Manage ServerBundles. Can You check the ServerBundle pod logs when the sync request is being sent ? it should give some more information about the error.
    You can change password of any user via mongodb update, but it will not solve the issue here.



    ------------------------------
    Witold Wierzchowski
    Solution Architect
    Cohesive Poland
    ------------------------------



  • 12.  RE: Users not getting synced after Upgrade

    Posted 16 days ago

    Hello, first of all, thank you to everyone. This is my point of view about the platform.

    Details are important for accurate and timely intervention, and for me, accurate data is essential for the right approach. As for the client, time and money are the two main factors we must define and explain to them regarding our platform.



    ------------------------------
    Imed Boukalaa
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  • 13.  RE: Users not getting synced after Upgrade

    Posted 22 days ago

    Hey Poonam,

    I've faced a similar issue in the past, and this article was really helpful:
    🔗 Troubleshooting Synchronization Issues – MASUSERSYNC

    I'd also recommend digging into the logs - they usually point you in the right direction. A 500 error code often makes me check the DB connectivity first, as it can signal underlying issues there.

    Hope this helps!



    ------------------------------
    Vijayalakshmi Mane
    Technical Consultant
    Bentley Systems Netherlands B.V.
    sHertogenbosch, The Netherlands
    ------------------------------



  • 14.  RE: Users not getting synced after Upgrade

    Posted 21 days ago

    Hello Vijayalakshmi,

    I have already tried this sql updates related to cron. But still error persists. Is there any way to insert any one user through db or any other way to change password of user in manage? we just want to login to manage with one user atleast. Then maybe we can debug deeper. 



    ------------------------------
    Poonam Aswani
    ------------------------------



  • 15.  RE: Users not getting synced after Upgrade

    Posted 20 days ago
    Edited by Liliana Malaescu 20 days ago

    Hi Poonam,

    The passwords in MAS are stored in MongoDb, not in the Maximo database anymore. So the password of a user can be changed at MAS level, not in Maximo anymore.

    Hope this helps.



    ------------------------------
    Liliana Malaescu

    Senior Maximo Technical Consultant

    ZNAPZ (part of Naviam)
    ------------------------------



  • 16.  RE: Users not getting synced after Upgrade

    Posted 20 days ago
    Edited by Vijayalakshmi Mane 16 days ago

    Hey Poonam, 

    I agree with Liliana on this point!

    Did you try accessing MAS via super user?

    To log in to MAS using superuser credentials, you can retrieve them from a Kubernetes secret named <instance-name>-credentials-superuser. To do this, you’ll need admin access to the Kubernetes cluster. First, use the kubectl get secret command to fetch the encrypted values stored in the secret. However, since the credentials are base64-encoded, you’ll need to decode them to see the actual values.

    Reference - https://ibm.github.io/maximo-labs/ocp_8.9/post_deployment/

    Hope this helps!



    ------------------------------
    Vijayalakshmi Mane
    Technical Consultant
    Bentley Systems Netherlands B.V.
    sHertogenbosch, The Netherlands
    ------------------------------



  • 17.  RE: Users not getting synced after Upgrade

    Posted 15 days ago

    Hello Poonam,

    I have encountered similar behaviour on our 7.6 to MAS upgrade. 

    First of all - those all two different issues - first is that users are not synchronized from Manage DB to MAS and the second is that, when you create or edit user in MAS Administration, it is not synced back to Manage DB.

    For the first issue, go to your OpenShift console and look into your all or ui Pod in manage to see, what error prevents MASUSERSYNC crontask from syncing the users into MAS. Could be duplicate e-mail or something and you can fix it directly in DB.

    I would recommend first fix the MASUSERSYNC error and then try to fix the second issue in MAS-Manage sync.



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    Tomáš Brožek
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