Some users not updating OU

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Bryan Guidroz

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Aug 1, 2018, 3:20:17 PM8/1/18
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I'm still investigating, but I've got some users that aren't updating their OU with my GAM script.
I end up with a blank OU and in the Admin Console, the OU says NULL
This is the same process I've used for years... and it doesn't appear to be all users... only a few, and in multiple OUs.
Just wanted to see if anyone else had run into this.
I don't really have much more info at the moment.

Example GAM command:

gam csv infile.csv gam update user ~EmployeeID username ~EmployeeEmail suspended off org "Staff/~~EmployeeSiteCode~~ Staff"  firstname ~EmployeeFirstName lastname ~EmployeeLastName externalID organization ~EmployeeID organization name "My School District" type "work" title "~~EmployeeObjDesc~~, ~~EmployeeFuncDesc~~" primary MyData.MyDataEmail "~~EmployeeEmail~~@domain.com"

Example Data:

EmployeeID,Employeeemail,Employeelastname,Employeefirstname,Employeemiddleinitial,Employeesitecode,EmployeeObjCode,EmployeeFuncCode,EmployeeObjDesc,EmployeeFuncDesc,EmployeeDateofBirth
123456,JOHNDOE,DOE,JOHN,J,036,112,1130,Teacher,Secondary - Regular Program,2001-01-01

Thanks

Jim Looper

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Aug 2, 2018, 4:28:14 PM8/2/18
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I see the same thing on my domain started Aug 1st. 

Ross Scroggs

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Aug 2, 2018, 4:28:51 PM8/2/18
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Bryan

I'm seeing this same issue at one of my schools. I added 28 students, all created successfully; 13 get added to their OU, 15 don't. After 24 hours the 15 still weren't in an OU but after an update they were.

Ross

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Bryan Guidroz

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Aug 2, 2018, 4:34:02 PM8/2/18
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This is a huge problem for me.
Anyone have any fix?  Is this a GAM issue or Google?
It seems to be account specific... meaning there are some individual user accounts I cannot update their OU using GAM.
Everything else seems to update ok except the OU.  It ends up being null.
Updating manually via the admin console works, but updating the OU via GAM results in NULL for some users.
Very strange.
School starts Monday and I'm in a bind.

Bryan Guidroz

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Aug 2, 2018, 4:41:20 PM8/2/18
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It's strange.

/home/gamadmin/bin/gam/gam update user USER1 org "Studetns/School 001/Grade 01"

Won't update the OU... leaves the value as null in the admin console

But, this command works fine:

/home/gamadmin/bin/gam/gam update user USER1 firstname "Bob"

It's only the OU that can't be updated for some users... other users update just fine.

Jim Looper

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Aug 2, 2018, 4:54:00 PM8/2/18
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It the admin audit log it shows the user was moved to the correct OU, but when you look at the user it null or at the root of the domain.

Ross Scroggs

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Aug 2, 2018, 4:58:02 PM8/2/18
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Bryan,

Try this:
Login is as a domain administrator
Enter user email address in userKey
Click + in Request body and choose orgUnitPath
Fill in OU Path (with leading /) between ""
Click Execute

In gam say: gam info user us...@domain.com
Do you get an "Google Org Unit Path:" line?

Ross


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Vincent Dela Cruz

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Aug 3, 2018, 2:26:11 AM8/3/18
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Hello,

I have the same problem.  I have some users/students that end up in NULL after an upload.

These users do NOT change or move even using the admin console.  So the users are stuck on NULL

Has there been any resolution to this or update to this?

Thanks,
Vince

Mark Zottmann

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Aug 3, 2018, 9:57:47 AM8/3/18
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When trying your suggestion there is no "Google Org Unit Path"line for this user.

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Jay Lee

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Aug 3, 2018, 10:19:32 AM8/3/18
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Please reach out to Google support with these issues. I'll share a reference bug ID once I have one.

Can anyone email me with addresses of users that are in this bad state?

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Jay Lee

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Aug 3, 2018, 11:58:48 AM8/3/18
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If you file a support case, please ask them to associate the case with internal issue 110764371.

Jim Looper

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Aug 3, 2018, 12:02:40 PM8/3/18
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Google Support was any help, but I asked them to associate the case with internal issue 110764371.
My case number is 16544372
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Jim Looper

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Aug 3, 2018, 12:42:41 PM8/3/18
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Google reopened my case and sent me this:
After reviewing the information you provided, we believe that you may be  
affected by a known issue.  Here are some details about the issue:


Description:
Newly created users (created <24 hours ago) might have "null" instead of  
the path of the Organizational Unit they were created in.

We also have reason to believe that the new Full User Management interface  
of the Admin Console should not be displaying users with their  
Organizational Unit displaying "null". This is related to the last  
paragraph of the help center article  
https://support.google.com/a/answer/33310 which clarifies that in certain  
circumstances it might take up to 24 hours for new user accounts to appear  
in the searchable global Directory.

How to diagnose:
In the Admin Console, User Details page of a recently created user (<24h  
ago). If the Organizational Unit value, on the left pane, shows "null" it  
means that this user is affected by some delay described in the last  
paragraph of the help center article  
https://support.google.com/a/answer/33310 .


Workaround:
Moving the affected user to a different Organizational Unit using the Admin  
Console or the API.

Instructions for the API:
Use the "Try this API" section in  
https://developers.google.com/admin-sdk/directory/v1/reference/users/patch
   - Enter the affected username in the "userKey" field;
   - In the Request body, add parameter: "orgUnitPath" and the path of the  
Organizational Unit you want to move the user to.

Ross Scroggs

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Aug 3, 2018, 12:47:05 PM8/3/18
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Jim/Bryan/others,

I my case, doing an update of the affected user properly assigned the OU.
gam update user stu...@domain.com org "/Students/Classof2019"

Does this work for you?

Ross

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Bryan Guidroz

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Aug 3, 2018, 12:59:35 PM8/3/18
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For one student, this didn't work for me yesterday.
Doing an update like you described DID NOT fix the student.
I just tried on that same student and it did update that one student.
So, I'm about to export all students from my Google domain and try to compare that to my input file and see who's wrong.
From there, I'll have a group of users I can start testing with... but this will take a little time.
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Ross Scroggs

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Aug 3, 2018, 1:07:02 PM8/3/18
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Bryan,

gam print users fields primaryemail,org > allusers.csv

Load into a spreadsheet, sort on orgUnitPath column


Ross


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Bryan Guidroz

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Aug 3, 2018, 1:37:07 PM8/3/18
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That's basically what I did.
Then used vlookup in excel and my input csv file to find their SchoolID and GradeLevel (see command below)
There were originally 30 students in the root ou.
I wrote a quick gam script to update these 30 students.

gam csv NewInfile.csv gam update user ~StudentID suspended off org "Students/School ~~SchoolID~~/Grade ~~GradeLevel~~"

Now there are 13 students at the root level ou.
Ran it a second time and removed the "suspend off" realizing it isn't really necessary for this test and now there are no users in my root ou.
Everyone is in the correct OU.
Timing issue from the first run of the command or something related to "suspend off"... I'm not sure.
If anyone else is having this and has the "suspend off" in the command, try removing that and see if the behavior is different maybe?



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Bryan Guidroz

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Aug 3, 2018, 2:59:49 PM8/3/18
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This doesn't really help, but... I used my csv input file from my SIS and a GAM export of all students to compare and find which students weren't in the correct OU.
There were 212 students that were in the wrong OU.
So, I used GAM to update these 212 to the correct OU.

In an effort to eliminate the "suspend off" being a potential cause, for about 100 of them, I used:
gam csv NewInfile.csv gam update user ~StudentID org "Students/School ~~SchoolID~~/Grade ~~GradeLevel~~"

For the remaining 100+, I used:
gam csv NewInfile.csv gam update user ~StudentID suspended off org "Students/School ~~SchoolID~~/Grade ~~GradeLevel~~"

Both commands updated them as expected and I can't find any NULL or root students.
Everyone seems to be in the correct OU.

I'll now move on to checking this out for employees.
Not sure what all this means.

Bryan Guidroz

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Aug 3, 2018, 4:18:39 PM8/3/18
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Is there a limitation to user licenses in Google for education?
Google support is referencing licensing, and I found this:

I currently have about 21,000 user accounts.
Everything has worked fine up until recently.
Where can I find more info on Google for Education user account licenses?
Google Support hasn't been very helpful up to this point.
I don't know if that's related to my problem or not...

Bryan Guidroz

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Aug 3, 2018, 4:32:13 PM8/3/18
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Support says my issue is a propagation delay and, so far, it seems to be true.
Users that were showing NULL seem to be clearing up.

And, according to support (which started to lead me to believe this was a user licensing issue,) that article (https://support.google.com/a/answer/1625803?hl=en&ref_topic=4364675) refers to adding no more that 10,000 accounts at one time.
But, that's not what that article says... so I think I'm just gonna cross my fingers and enjoy my weekend. :)

+KimNilsson

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Aug 5, 2018, 9:03:25 AM8/5/18
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Guys, this issue isn't/wasn't limited to just GAM.

The last couple of days I was working with Google's own GCDS tool, AD>GSuite sync, and it had serious issues getting users to stick to their assigned OUs.
In the admin console they were set as "Undefined". Every time I synced the tool tried to put them in the right OU, and still nothing changed.

I haven't checked today.

Kevin Christopher

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Aug 5, 2018, 8:22:44 PM8/5/18
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I am having the same issues which is how I got here. Does anyone know how long the delay is Only about 5 of mine have showed up so far.

Kevin

Bryan Guidroz

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Aug 7, 2018, 8:49:15 AM8/7/18
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I am still seeing this and am hoping it's a propagation delay that fixes itself.
If anyone else has any update, please pass it along.

Bryan Guidroz

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Aug 7, 2018, 9:18:37 AM8/7/18
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I've done more digging and on top of users falling in the root out when they shouldn't, I'm noticing that at least one user's OU wasn't updated...  Meaning, they aren't in the root OU... But they are in the same OU they were in yesterday and my GAM script instructed to move the user to a different OU last night.  I'm hoping it just takes time.  I'll give it 24 hours I guess.

Also, I added 3 new users last night using GAM.  Of the 3, one is in the NULL OU but not showing up in the root.

I plan to watch this for 24 hours or so and see what happens.
Not much else I can do.

Bryan Guidroz

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Aug 7, 2018, 10:21:29 AM8/7/18
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All sorts of odd issues recently.  What used to take seconds to run, now seeing this.

ERROR: [Errno 104] Connection reset by peer

ERROR: [Errno 104] Connection reset by peer
updating user x...@domain.org...

ERROR: [Errno 104] Connection reset by peer
Finished 364 of 372 processes.
Finished 365 of 372 processes.

ERROR: [Errno 104] Connection reset by peer
Finished 365 of 372 processes.
Finished 365 of 372 processes.
Finished 365 of 372 processes.

Is this related in any way?
The first 358 proccessed quickly without issue.
The last 14 taking forever to complete.

Bryan Guidroz

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Aug 7, 2018, 11:46:58 AM8/7/18
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Contacted support again... this time I was transferred to the "Admin Console Department."
I was told this is a known issue and they are working to resolve the problem.
They said my domain was attached as an affected domain and it would be corrected in a few hours to a day.
They asked that I stop syncing until I receive an email that it's been resolved.
They noted that when pulling up a user on the admin console, scrolling down to the Apps section shows 0 of 0 services are enabled for the user.
So, if you are still seeing this, I'd suggest calling support and describing that you are seeing the NULL OU issue and ask for the admin console department.
Then, request to be tagged as an affected domain related to the 0 of 0 services available / NULL OU issue... assuming this fixes the issue.

Kevin Christopher

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Aug 7, 2018, 1:02:29 PM8/7/18
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All of mine eventually ended up in the Root yesterday. I had to try about 3-4 times to manually move them. It caused all kinds of problems with google classrooms as classrooms generated by other apps using the API failed to put any students in classes

Kevin

Kim Nilsson

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Aug 7, 2018, 1:25:52 PM8/7/18
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One thing to note is that if you are adding loads of new users, without removing old, you can hit your user limit. The error message from GAM may not be clear enough when that happens. 

Guidroz, Bryan

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Aug 7, 2018, 4:01:58 PM8/7/18
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Does anyone know where do you find user limit info?

On Tue, Aug 7, 2018 at 12:25 PM, Kim Nilsson <there.is.no...@gmail.com> wrote:
One thing to note is that if you are adding loads of new users, without removing old, you can hit your user limit. The error message from GAM may not be clear enough when that happens. 

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Kim Nilsson

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Aug 7, 2018, 4:48:21 PM8/7/18
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You need GAMADV-X(TD).

gam info domain

...
User counts as of 2018-08-05:
  Total Users: 6,188
Maximum Users: 20000
Current Users: 6189
...

/Kim
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Guidroz, Bryan

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Aug 7, 2018, 5:01:12 PM8/7/18
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What do I make of this?
Current users > max users.


User counts as of 2018-08-05:
  Total Users: 22,495
Maximum Users: 20000
Current Users: 22580
Domain Edition: education


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Damion Williams

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Aug 7, 2018, 5:06:29 PM8/7/18
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I'd reach out to GSuite Support themselves for this Bryan, looks like you'll have hit your limit of users so will need to request more are allowed to be created. That should be a quick support call.

Chances are you wont be able to create any more until this is done.

Thanks
Damion
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Jay Lee

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Aug 8, 2018, 8:44:43 AM8/8/18
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Once you've opened a support case for this issue and referenced issue 110764371 please ask to be "whitelisted" to resolve the issue.

Jay

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Guidroz, Bryan

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Aug 8, 2018, 9:03:18 AM8/8/18
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About licenses... Google support told me that the 20,000 max I'm seeing is arbitrary and can be ignored.  He said on his end, he sees a limitation of 72,000. So, I guess that's ok.

And about the ongoing issue... I referenced Jay's issue and asked to be "whitelisted" and Google support said they weren't able to find that reference number and that whitelisting had nothing to do with the issue.  He said it's an ongoing issue and I'd receive notification when it was resolved.  I suspect the agent I had on the phone wasn't very informed.  I'll just have to ride it out I guess.  Hopefully I receive a notification when it's fully resolved and I can get back to syncing.

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Bryan Guidroz

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Aug 8, 2018, 12:22:02 PM8/8/18
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Just a side note...  Support emailed me letting me know they upped my max users to 40,000 which I've confirmed with GAMADV-X

User counts as of 2018-08-06:
  Total Users: 22,532
Maximum Users: 40000
Current Users: 22580
Domain Edition: education

Bryan Guidroz

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Aug 8, 2018, 10:36:08 PM8/8/18
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Looks like this is resolved for my domain.
Users I recently added and updated had the null / undefined issue at first, but it resolved itself within an hour or so.
I added about 300 users and updated many more than that, and a random number of them had blank ou's or null ou's or undefined ou's.
After an hour or so, everyone looks to be in the correct ou's.
When I run "gam print users allfields" there are no longer any users in the root OU or missing an OU.
So, I'll be optimistic and say I can get back to normal syncing.
Google Support also called and said it should be fixed for my domain.
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