Enterprise User keeps being deactivated randomly

[mneely12]

Hello there!
Thank you in advance for any advice here. I'm a little confused.
I support a company that uses Enterprise Lastpass for all employees. This is the only reoccurring problem I have found in the past 8 months or so.
There is a user who keeps randomly being deactivated. She has reported it 4 times to me. Each time, she is showing as deactivated in the admin portal

1. Reported on 4/23
- reactivated, assumed it was a random mistake and closed issue
2. Reported on 5/13
- reactivated, reset her master password to something stronger, confirmed login in Chrome with her myself, monitored for a few days, nothing came back up
3. Reported on 6/8
- reactivated, tried to open a support case with LastPass, haven't heard back yet
4. Reported on 7/1
- reactivated and posting here.

Am I missing something that is kicking the user out? She has an available license, there are no errors on her account, just randomly is deactivated one day. Any assistance is appreciated!

[sbryant895]

Hi,
I am facing an identical issue. I see there are no replies here. Any ideas from support??

[SanderG]

I have seen this myself when an AD group was used to enable/disable accounts. If the user is not member of the designated group, the account will become disabled.

[vulaw]

Hi,

We are experiencing this exact same problem.  I don't think any of the users are part of the AD group used to enable/disable accounts.

Would know of other possible causes?

Thank you in advance.

[RachelO]

Hello,

So that we can resolve this issue as soon as possible, could you reach out to the Enterprise Support team to investigate and fix this for you?  You can access our Enterprise support number through your LastPass Admin Console > Support or request a callback by scrolling down and clicking "Contact Support" on this page and entering your Enterprise account info and you should then be given the option to receive a callback usually within less than 5 minutes: https://support.logmeininc.com/lastpass/help/how-do-i-contact-customer-support-for-lastpass-lp010121

[QT08]

Hello,

I'm experiencing the same problem with one of my users, do you finaly find out the problem ?
If yes , how ?

[GlennD]

Hi @QT08,

I reviewed the case notes for one of the customers that posted in this thread and it mentions AD connector causing the accounts to be disabled, and that reseting the API key will break the sync. I would suggest contacting support for additional help if needed.