Troubleshooting Basic User Sync

SFTP access

You need access to the Jive Secure FTP (SFTP) server available to customers for uploading the CSV files for the sync process.

To receive access, each customer (not each user) must submit a support case to request a username and password to the SFTP server the Basic User Sync add-on process works with. Ask Support to have your IP address whitelisted, along with the Basic User Sync servers, and any IP address that will be used for uploading CSV files on behalf of your organization.

CSV file on server

Each Jive instance has it’s own Basic User Sync add-on installed and configured to point to a single CSV file in the Basic User Sync directory. This file must exist on the SFTP server with the same filename in order to process. The file must be .csv and not .xls or .xlsx.

Add-on installed and configured

Each add-on must be configured with CSV file parameters, federation options, sync enabled, and other profile field mappings for the Basic User Sync add-on to add or update users.