Missing user records

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If you assigned a virtual root and mailbox permissions to a user, but after a few minutes, find that the user no longer has a virtual root or permissions assigned, you can take actions to resolve the issue.

Symptoms

In the Global Mailbox management tool Mailbox Explorer, a virtual root and permissions are assigned to a user. After ten minutes the page is refreshed. The user is listed with no virtual root or permissions.

Causes

This situation can occur when a user is created in one Sterling B2B Integrator node and is not copied to all other nodes. The user must be added to every instance of Sterling B2B Integrator in your Global Mailbox system.

It can also occur because the clocks for all the data centers are not synchronized.

Environment

Windows, UNIX, or Linux®.

Diagnosing the problem

To determine the cause of the issue, take the following actions:
  1. Verify that clocks are synchronized for all the data centers. Check the time record for each server.
  2. Verify that the user record is in every Sterling B2B Integrator instance.

Resolving the problem

Based on the results of your diagnosis, resolve the issue by the following actions:
  1. Synchronize the clocks for all data centers. For more information, see Synchronizing time across Cassandra nodes.
  2. Export the user records from one instance of Sterling B2B Integrator and import them to the other instances. For more information, see Import and Export Trading Partner Data.