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Directory integrity issues can occasionally occur due to user error, power failures, or other unpredictable circumstances.
Errors in user data
If a user discovers errors such as missing or damaged data, a single audit should be done to diagnose and repair the error.
Errors in many Directory entries
If a large group of user accounts are missing or damaged in the Directory, use FirstClass Tools to perform Directory diagnostics. Running FirstClass Tools requires your server to be shut down and should only be considered for significant Directory issues. If you are unsure of whether or not you need to run FirstClass Tools, call our customer support or your reseller to discuss your issue and to come up with the best course of action for the situation.
Errors in a single Directory entry
If one user's Directory information is corrupted or missing, you can diagnose and repair this user's Directory entry without impacting the performance of your server.
Any of the following circumstances indicate that you may have a Directory issue with a user:
• one or more of the following is missing in the administrator's List Directory:
• Client ID
• User ID
• User's last name
• user cannot log in and receives Error 1035
• other users and the administrator cannot address mail to the user
• the user appears in the administrator's List Directory, but the administrator cannot open the user's User Information form.
Diagnosing and repairing single Directory entries
Step 1 - Diagnose
1 Open the User Directory Diagnostics form located in Admin Help > Administration > Admin Resources.
2 In the Step one section, enter the Client ID, User ID and Last name of the user whose Directory entry you want to diagnose.
Note
All three fields must be entered.
3 Click Diagnose.
4 Send the message.
A reply message will be sent to the administrator's Mailbox. The message will have three sections, corresponding the the three identifications entered in the diagnosis.
If there is no Directory issue with the user, no errors will be found in any entry. The reply message will look like the following:
 If there is a Directory issue with the user, one or more sections will contain errors. If one or two contain errors, but at least one section contains no errors, you can repair the Directory entry.
Step 2 - Repair
1 Unsend the Directory Diagnostics FirstClass scripting message in the administrator's Mailbox.
2 In the Step two section, select the index that had no errors.
Note
If the Client index and another index were both error free, select the Client Index.
3 Click Repair.
4 Send the message.
A repair confirmation will be sent to the administrator's Mailbox.
If the Directory entry is not repaired and you experience further issues, contact Customer Support to solve the issue.
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