> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-software/configure/identity-solutions-cardholders-and-ope/active-directory/active-directory-sync-v8-50-troublesho.md).

# Troubleshoot Active Directory Sync v8.50

Collect diagnostic files and resolve Active Directory credential errors in Active Directory Sync v8.50.

## What to collect

* The **ADSyncService log** (trace-enabled, on the AD Sync server).
* The **config XML copy**.
* The **Command Centre log** (trace-enabled, on the CC server).

## Credential error on a new install

An AD connection attempt fails when configuring the credential in the AD Sync UI (for example `System.DirectoryServices.Protocols.LdapConnection ... Failed AD connection`).

**Fix:** do **not** include the domain name in the username. Enter the username only (the domain is set separately).

***

🔗 **Related**

* [Sync v8.50 - Non Domain Command Centre Server](/knowledge-hub/products/cc-software/configure/identity-solutions-cardholders-and-ope/active-directory/active-directory-sync-v8-50-non-domain.md). Running AD Sync when the CC server is not domain-joined.
* [Sync v8.50 - Priority Requirements](/knowledge-hub/products/cc-software/configure/identity-solutions-cardholders-and-ope/active-directory/active-directory-sync-v8-50-priority-r.md). Connection prerequisites.


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