Clarity Service Management

CA Service Desk & LDAP Integration - troubleshooting 

08-05-2015 02:57 PM

This article discusses how to troubleshoot LDAP over CA EEM connection problems.


Customarily we have many challenges on projects and some this big fights can be about a gap knowledge but we can help using simple procedures and i tried wrote it here. How to debug, how do discovery, how to do something without information or with poor information. Basically our common problems is about accounts problems our Connectivity and following this line, we need check:

  • Server connectivity
    • Server  available
    • Service available
  • Account problems
    • service account expired or locked out
    • User changes, It is normal to occur some mistakes on user entry on ldap server record

Do you know what is your IP server, probably is your domain, something like <domain>.com example:

To troubleshoot LDAPS connection problems, follow these steps.



1. LDAP is a protocol. (more...)

Normally LDAP is a TCP protocol. But Microsoft uses LDAP also over UDP (more...)

2. Connectivity test - Server exists?

What is LDAP server?

Maybe you´ll know if is AD / OpenLDAP / ldapadmin / or others

trying to ping


ping <server>


3. Connectivity test - Can i close the connection?

If in your LDAP case it uses TCP you can try test using telnet


telnet <server> 389



4. Connectivity test - Verify the Server Authentication certificate

You can use JXplorer (jxplorer-3.3.02-windows-installer.exe - Mirror) Connectivity test it is help us to discovery a real problem quickly,




5. How is your BASE DN, looking for BASE DN (more...)


  • The common name (CN) in the Subject field


6.  Configuring CA SDM to use LDAP Authentication


just... following CA Service Desk documentation

Configuring CA SDM to Use LDAP Authentication - CA Service Management - 14.1 - CA Wiki



CA EEM - External Directory Configuration (CA EEM for Microsoft Active Directory) - steps, how to do


List of TCP and UDP port numbers - Wikipedia, the free encyclopedia

How to Use Telnet to Test SMTP Communication

Softwares Tools - Screenshot / Searching files / Editing text files

Common Active Directory LDAP bind errors

LDAP: error code 49 - 80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 52e, v893 - Solution: User Rights

Understanding AD LDS Users and Groups

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