Troubleshooting

This section provides solutions to common issues you might encounter when using AD Photo Editor.

Connection Issues

Unable to connect to Active Directory

If you receive an error message about connecting to AD:

• Verify that your computer is joined to the domain or has network access to a domain controller
• Check that your user account has sufficient permissions to read/write AD objects
• If using alternative credentials, ensure they are correct and have the necessary permissions
• Try specifying a domain controller directly instead of letting the application find one

Domain controller not found

If the application cannot find a domain controller:

• Check your network connection to ensure you can reach domain controllers
• Verify that DNS is correctly configured to resolve domain controller addresses
• Try using an explicit domain name in the Connection Settings instead of the auto-detected one
• Ensure that your account has permission to query the Active Directory infrastructure

Search Issues

No search results returned

If your search doesn't return any results:

• Try using broader search terms or wildcards (*)
• Verify that you're searching in the correct attribute (CN, sAMAccountName, etc.)
• Check that you've selected the correct object type (Users or Contacts)
• Ensure you're looking in the right containers/OUs
• If "Exclude disabled accounts" is checked, try unchecking it
• If "Only with a photo" or "Only without photo" is selected, try "All accounts" instead

Search takes too long

If searches are very slow:

• Narrow your search by using more specific search terms
• Limit the search to specific containers rather than the entire domain
• Use an indexed attribute for searching (like sAMAccountName) instead of non-indexed ones
• Ensure your network connection to domain controllers is reliable and fast

Photo Management Issues

Unable to save photo to AD

If you receive an error when trying to save a photo:

• Check that your account has write permissions for the user objects in AD
• Verify that the photo size is within the configured limits
• Try reducing the photo quality or dimensions
• Ensure the user account isn't protected by AdminSDHolder or other security mechanisms
• Check if the domain controller is in read-only mode (RODC)

Photo appears corrupted or doesn't display correctly

If photos appear corrupted after saving:

• Try using a different image format (JPEG instead of PNG, or vice versa)
• Ensure the original image is valid and not corrupted
• Check if the photo attribute in AD has size limitations in your environment
• Try switching between thumbnailPhoto and jpegPhoto attributes

Import/Export Issues

Import fails for some or all photos

If batch import operations fail:

• Check that the CSV format is correct (account identifier, full path to image)
• Verify that all image files exist and are in supported formats
• Ensure account identifiers match the selected link attribute in AD
• Check that you have permissions to modify all target user accounts
• Enable debug logging and review the logs for specific errors

Export doesn't create files

If the export operation doesn't create files:

• Verify that you have write permissions to the destination folder
• Check that the selected containers contain accounts with photos
• Ensure you're exporting the correct photo attribute (thumbnailPhoto or jpegPhoto)
• Enable debug logging and review the logs for specific errors

Activation Issues

Product key not accepted

If your Pro Edition product key is not accepted:

• Ensure you've entered the key exactly as provided, including dashes
• Check that the key hasn't been used on more computers than allowed by your license
• Verify that you're using the latest version of AD Photo Editor
• Contact support@albusbit.com for assistance with licensing issues

Collecting Information for Support

If you need to contact support, gather the following information:

1. Enable debug logging in the Home tab
2. Reproduce the issue
3. Collect the log files from %LocalAppData%\AlbusBit\ADPhotoEditor
4. Note your AD Photo Editor version (displayed in the title bar)
5. Describe your Active Directory environment (domain functional level, number of domain controllers, etc.)
6. Send this information to support@albusbit.com