Created a new user - shows as different name

[Dylan35655404yaja]

Trying to get help with a user creation.  I entered their email in, then filled in the optional First and Last name fields.

The resulting user appeared with a different last name.  I tried without filling in the optional field and it still occurred with the same last name.

Help

[Anshul_Nautiyal]

Hi there,

I’m sorry to hear you're experiencing this issue.

Please verify that the email address isn't already associated with another user who may have a different last name in the system. After creating the user, navigate to the User Management section in the Adobe Admin Console and manually update the user’s last name if necessary. If the problem persists, clearing your browser cache or trying incognito mode may resolve any cached data conflicts. Additionally, if your system is integrated with a directory (such as Azure AD), the last name might be synced from there, so please ensure that the directory information is accurate.

For further guidance, please refer to this article: https://adobe.ly/3TyTyBx

Let us know if you need further assistance.

Thank you.

Regards,
A.N

[Dylan35655404yaja]

I tried updating the name manually using the excel csv export/import options but it did not take.  Other than that, I don't see the option to edit the name.  I also left the name blank so it would leave that option to the user when they setup their account.  

We don't have our Adobe portal synced to our Azure.

[Anshul_Nautiyal]

Hi there,

Sorry to hear about the issue.

I have a few follow-up questions. Is this problem occurring for all users, or is it specific to this one user? Please try testing the process with another account to determine whether the issue is user-specific. If it’s only affecting this particular user, you can try removing and re-adding them in the Admin Console. If the problem persists, clearing your browser cache or using incognito mode may help resolve any cached data conflicts.

Let us know if this helps or if further assistance is needed.

Thank you.

Best regards,

^AN

[Dylan35655404yaja]

Luckily, it is only with one user.  

But unfortunately still does not fix it when using incognito

[Anshul_Nautiyal · Accepted solution]

Hi there,

As an administrator, you can update user details only for users whose domain is owned by your organization. You cannot modify user information for domains that are trusted but not owned by your organization. The following details can be updated for a user:

>User Groups and Products assigned to them
>Administrative rights
>Country
For more information, please refer to this article: https://adobe.ly/4gBOtSV

If you assign a Product Profile to a user, they will receive an email notification to complete their profile. Since this issue is isolated to a single user, I recommend checking whether the email address is already associated with another user in your system, possibly with a different last name.

Let us know if this helps.

Thank you.

Regards,

^AN

[Dylan35655404yaja]

Thanks for your assistance, looks like this was a false alarm as that last name is their current last name.

I'm not sure where it grabs the name from, maybe the user was entered before under that email was entered in before.

[Anshul_Nautiyal]

Thanks for letting us know. 

Regards,
^AN