Troubleshooting

Learn how to diagnose and resolve common AD Unlock issues.

Quick Diagnosis

Start by identifying the category of your issue:

Common Mistakes Connector Problems AD Connection Errors WhatsApp Issues

Diagnostic Steps

Step 1: Check Connector Status

In Admin Portal → Connectors:

Online (green): Connector is connected and healthy
Offline (red): Connector not connected to gateway

Step 2: Check Logs


# View recent connector logs
Get-Content C:\ADConnector\logs\connector.log -Tail 50
 
# Look for errors
Select-String -Path C:\ADConnector\logs\connector.log -Pattern "error|failed"

Step 3: Test Connectivity


# Test gateway
Test-NetConnection -ComputerName api.adunlock.me -Port 443
 
# Test LDAPS
Test-NetConnection -ComputerName dc01.company.local -Port 636

Step 4: Run Verification Script


cd C:\ADConnector
.\Test-ConnectorInstallation.ps1

Common Error Messages

Error	Meaning	Solution
`connection refused`	Gateway unreachable	Check firewall, allow outbound 443
`certificate signed by unknown authority`	SSL inspection active	Add api.adunlock.me to bypass list
`LDAP bind failed`	Wrong credentials or DC unreachable	Verify service account and DC connectivity
`user not found`	User not in allowed OUs	Add OU to allowed_ous in config
`permission denied`	Service account lacks permissions	Re-run permissions script

Getting Help

If you can’t resolve the issue:

Collect logs from C:\ADConnector\logs\
Note the error message and when it occurs
Contact support at support@adunlock.me

Include:

Connector version
Error messages
Steps to reproduce
Relevant log excerpts (remove sensitive data)