LDAP Import fails or results in a PhP error (4299292)

It may be noted that an LDAP import results in a PhP error or does not import all of the expected users.  This may even happen in a situation where the same filter was used in previous versions.  Please note some of the possible symptoms of this issue may include:

• Some users that should resolve to the imported filter are not added to the KACE Systems Management Appliance (no immediate error is visible).
• Error received on import attempt:  PHP Error: Uncaught Unhandled Exception in /kbox/components/ESMPlatform/AMS-Shared/Client/Transport/SymfonyClient.php on line 127: The EntityManager is closed.
• Error received on import attempt:  1062 Duplicate entry 'special/characters@pink.local-39' for key 'PRIMARY' in /kbox/components/ESMPlatform/AMS-Shared/Client/Transport/SymfonyClient.php on line 127
• Scheduled import may appear incomplete or note errors as such in the error_log (Server Errors):
  • PHP Warning: preg_grep(): Unknown modifier 'c' in in /kbox/components/ams/api/src/API/Workflow/Account/AccountWorkflow.php on line 229 (where the 'c' may be any letter/character)

To identify and verify that this is the root cause of the LDAP import issue, please complete the following:

1. Complete an LDAP import as per normal process (scheduled or on-demand)
2. Note the error received or wait until completed
3. Go to Settings | Logs and change the drop-down menu to view a log called Account Management Service or Account Management Service Errors
   1. Alternatively, download the Appliance Activity Logs and extract them to review the ams_rest_error.log (located in \kbox\kboxwww\logs\)
4. Search the page (ctrl+f) for the term INSERT INTO ACCOUNT_EMAIL
5. If there is an error similar to one of the following, which points to an email address with "/" in it, the issue would be verified.
   1. [2017-03-08 17:57:26] main.DEBUG: INSERT INTO ACCOUNT_EMAIL (EMAIL, SORTING, ACCOUNT_ID) VALUES (?, ?, ?) {"1":"special/characters@pink.local","2":0,"3":39} []
   2. [2017-03-08 00:30:18] exception-channel.ERROR: Error: An exception occurred while executing 'INSERT INTO ACCOUNT_EMAIL (EMAIL, SORTING, ACCOUNT_ID) VALUES (?, ?, ?)' with params ["special\/characters@pink.local", 0, 39]:

To work-around the issue while it is being investigated, please consider one of the following:

1. Import users individually, as necessary
2. Change the import filter to exclude any users with "/" in their email addresses

For assistance with identifying all users that currently exist in the KACE Systems Management Appliance with "/" in their email addresses:

1. Log into the KACE Systems Management Appliance (if an ORG-enabled box, choose the ORG experiencing the issue)
2. Go to Reporting | Choose Action | New (SQL)
3. Add a Title
4. Choose a Category
5. Enter the following, exactly as it appears, into the SQL:

select ID, USER_NAME, FULL_NAME, EMAIL, AMS_ID from USER where EMAIL LIKE '%/%'

6. Click Save
7. Once the page returns to the list of possible reports, locate the one just created and click on the HTML hyperlink to the right

Note:  The report should complete and list information for users that have "/" in their email address, so that it will be known which users need to be excluded from the import.