Can't remove some users from Admin Console

[Symphona32744948hk9p]

We have set it up so that users are added to the Admin Console by adding the user to an AD group.  That seems to be working fine (adding and removing).  For some reason there have been few instances were users were added to the Admin Console and I'm not really sure how.  They were never added to the AD Group, they just showed up.  I never assigned them a license for a product, so they are using anything.  I am unable to remove these users from the Admin Console.  It lets me select (check) the user, then click Remove, and I get an acknowlegdement that they have been removed.  Refreshing the page, the user then shows back up.  I have tried from more than one browser and from different machines.

[Anshul_Nautiyal]

Hi @Symphona32744948hk9p,

Thank you for reaching out. To address this issue, I recommend checking the following areas within your environment that may be contributing to the behavior:

User Sync Settings: Please review the configuration of the User Sync Tool if you're using Active Directory integration. Occasionally, sync configurations can result in unexpected behaviors, such as users reappearing. Ensure there are no secondary sync rules or data inconsistencies that might be causing this. Verify that the sync process is working correctly and that there are no errors in the sync logs.

Identity Source Conflicts: Verify that no additional identity sources, such as a secondary AD, are connected to the Admin Console. In some cases, users may reappear if they are synced from a different identity source.

Please also review the audit logs to see if there are any entries that indicate how these users were added.

If the issue persists after these checks, please let us know, and we can explore further troubleshooting steps.

Regards,
^AN

[Symphona32744948hk9p]

Let me correct myself, I'm not using AD but Azure Sync.  The Sync process is working correctly other than these handfull of users.  New users added to the Azure Group sync over and users that are removed from the Azure group disappear from the Admin Console. 

In my situation I have a Users and User Groups.  Users lists all the users in the Admin Console (122) and the User Group, called Adobe-Acobat, has 117 users.  The ones listed in the "User Group" are sync'd with Azure.

At this point there are 4 user accounts I'd like removed.  The other remaining account is the Primary Admin account.

[Anshul_Nautiyal · Accepted solution]

Hi @Symphona32744948hk9p,

Thank you for the additional details. Given your setup with Azure Sync, here are some recommended steps to address this issue:

Manual Removal with Directory Sync Pause: Temporarily pause Azure Sync. With the sync paused, manually delete the users. After completing this removal, resume the sync process to verify that the changes persist.

Permanent Removal via Sync Settings: To permanently remove synced users, go to Sync > Enable Editing in the Admin Console and delete them from the directory manually. Please note that enabling editing is typically not recommended, as any changes you make may be overwritten in subsequent syncs if they do not match the identity provider. Please check this article here for more info. 

Check for Conflicts in Azure AD Groups: Ensure that these four users are not part of any additional Azure AD groups that may be syncing indirectly with Adobe. Even if they are not within the primary "Adobe-Acrobat" group, they might still have permissions via other group memberships. It may help to investigate any specific properties, group memberships, or roles associated with these accounts in Azure AD, as this could unintentionally include them in the sync scope.

Hope this helps!

Regards,
^AN