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Why some Active Directory users don't show up in Spark or appear offline even they are online


We are using Spark version 2.5.8 and handful of AD users don’t show up in the Shared Group in Spark, but they appear offline even they are online. Sometimes, a reboot of the IM server will work and fix that issue, but it’s annoying. We tried to add those users manually in Spark client and found those users but still not showing up as online.

Has anyone ran this kinda issue and know a fix? Or is this really just a bug?

We tested another 3rd party IM client and linked it to ldap and worked ok, everyone AD users showed up in the shared group, so I don’t believe this is a Active Directory issue.