Universal Directory management FAQs

    This section answers common questions and explains the messages you may come across while managing users and groups in the Universal Directory. Find your scenario below to see what it means and how to resolve it.

    In this page

    1. Error during group creation: You cannot create a group since your account is not verified. Please complete the email verification process and try again.

    When you register and click Get Started in Identity360, a new organization is created with you as the Org Admin. If your email address has not been verified in Zoho Accounts (accounts.zoho.com), through either email verification or OTP verification, you will not be able to create a group. Complete the verification in Zoho Accounts and try again.

    2. Error during user creation: The creation of user has been completed successfully. However, this user will be categorized as an unlicensed user due to insufficient licenses. Please upgrade your plan to get more licenses.

    The user was created in the Universal Directory, but because you have run out of licenses, the user is marked as unlicensed and you cannot perform management actions on them. You can review your usage from License Info on the All Users page (Universal Directory > All Users), and switch the Showing filter between Licensed Users and Unlicensed Users. To manage the user, purchase more licenses or upgrade your plan.

    3. Error during user creation: User creation failed.

    This indicates an internal server error on the Zoho Accounts (accounts.zoho.com) side. Try again after some time. If the issue persists, contact support.

    4. Error while performing a management action: Something went wrong. Please contact our support team to resolve the issue.

    An internal server error occurred while the request was being processed, so the management action could not be completed. Try again after some time. If the issue persists, contact support.

    5. Error while performing a management action: Action is yet to be executed.

    An internal server error occurred before the management action could be processed. Try again after some time. If the issue persists, contact support.

    6. Error while performing an update operation: Modifying Super Admin details is prohibited by technicians.

    You are signed in as an admin and trying to modify the Super Admin's user details, which is not allowed. Contact your Super Admin for assistance.

    7. Error while performing an enable or disable operation: Super Admin is not allowed to perform this action on their user account.

    When you are signed in as the Super Admin, you cannot enable, disable, or delete your own account.

    8. Error while performing an enable, disable, or delete operation: Admin is not allowed to perform this action on their user account.

    When you are signed in as an admin, you cannot enable, disable, or delete your own account. Ask your Super Admin to perform the action on your behalf.

    9. Error when updating the email address through update user: Super Admin's email cannot be updated.

    When you are signed in as the Super Admin, updating your own email address from within Identity360 is restricted. To change it, go to the Zoho Accounts page (https://accounts.zoho.com) and click Add Email Address in the My Email Addresses section.

    10. I have verified my account on the Zoho Accounts page, but my account status still shows as unverified on the All Users page. Why?

    If you are an admin or Org Admin, wait for the sync that Identity360 runs automatically at regular intervals. To update the status right away, trigger a manual sync: go to Universal Directory > Manage Directory, open the Universal Directory tab, and click Sync Now. Once the sync finishes, check the User Invitation Status column on the All Users tab (Universal Directory > All Users) for the updated status.

    11. What happens to the other associated accounts when I enable, disable, or delete users from the All Users tab?

    When you enable, disable, or delete a user from the All Users tab (Universal Directory > All Users), the action is first applied to the user's primary source. If the primary source is not the Universal Directory, the same action is then reflected in the Universal Directory as well.

    12. What happens when I enable, disable, or delete a user from a directory other than the Universal Directory on the user's details page?

    Open a user from Universal Directory > All Users to view the User Details panel, which shows a separate tab for each directory the user belongs to. When you run an action from a directory tab other than Universal Directory, the action runs first in that directory. If that directory is the user's primary source, the same action is triggered automatically in the Universal Directory, so the change is reflected in both.

    13. If the user creation operation moves to the Jobs tab, or I navigate to another page, where can I find the password for the newly created user?

    Click Jobs in the top-right corner of Identity360, then select View Job Details for the relevant job to view the user's details, including the password.