Error while Activating a User

While Activating a User (abc@xyz.com), if EUM displays the following error, then the Activation can be done by someone who has access to the server hosting EUM or has access to the EUM App Service.

If EUM is hosted on premises, visit the server and lookout for the Extranet_API_V4 logs. If EUM is hosted as Azure App Service, visit the Azure Portal and lookout for the Extranet_API_V4 logs.

Check if further investigation in Extranet_API_V4 log shows

EXCEPTION: Username cannot be changed to abc@xyz.com. That username is already in use.

Solution:

The solution involves changes in the EUM Database, and would require someone who as Admin access to the database

1. Search abc@xyz.com in User table by UserName. Verify that it does not exist.
2. Search for abc@xyz.com in Users table by Username. Note UserId value.
3. Search for the user in Memberships table by UserId. Delete record.
4. Search for the user in Profiles table by UserId. Delete record.
5. Search for the user in UsersInRoles table by UserId. Delete record.
6. Search for the user in Users table by UserName. Delete record.

Now while Activating the User (abc@xyz.com) EUM should display Success message.

Related Articles:

1. Download Extranet_API_V4 logs from EUM installed on premises
2. Download Extranet_API_V4 logs from EUM installed as Azure App Services