Symptoms

• Attempting to force sign out a user via the Trend Vision One console fails.
• The error message displayed: "User account not found in any integrated IAM system."
• The user account exists and the operator has Master Admin rights.

Root Cause

The Force Sign Out function requires the user account to be recognized and managed within an integrated IAM system configured in Trend Vision One. If the user account is not synchronized or mapped correctly to any of the configured IAM providers, the console cannot locate the account, resulting in this error.

Resolution

Follow these steps to verify and resolve the IAM integration issue preventing Force Sign Out:

1. Verify IAM Integration Configuration
   1. Log in to the Trend Vision One console and navigate to Workflow and Automation > Third-Party Integration.
   2. Locate and select the IAM solution integrated.
   3. Check the synchronization status and ensure it completed successfully without errors.
2. Confirm User Account Synchronization
   • In the IAM integration settings, search for the affected user account.
   • If the user is not found, verify the following:
     • The user exists in the connected IAM provider.
     • The synchronization scope includes the user's organizational unit or group.
     • Synchronization schedules are running as expected.
3. Synchronize or Re-sync Users Manually
   1. If the user is missing, perform a manual synchronization:
      • In the IAM integration settings, locate the **Sync Now** or **Manual Sync** button.
      • Initiate a synchronization and wait for it to complete.
   2. After synchronization, verify that the user account appears in the integrated IAM user list.
4. Validate User Permissions
   • Ensure the user account has the necessary permissions assigned within the IAM system and Trend Vision One.
   • Confirm the operator performing the Force Sign Out has Master Admin privileges and has the Password Administrator role assigned.
5. Additional Considerations
   • If the user account is a local or non-IAM managed account, Force Sign Out via IAM integration will not work.
   • For hybrid environments, ensure all IAM sources are properly integrated.

For detailed instructions on the Force Sign Out task and the needed permissions, refer to the official documentation below:

• Force Sign Out task
• Assign the Password Administrator role

If issue persists after performing these steps, collect relevant logs from the Trend Vision One console and IAM synchronization reports, then contact Trend Micro Technical Support for further assistance.