Who is this article for?

Administrators responsible for user management.

Administrator permissions are required to resolve them.

When you see an error that says "A valid user could not be found matching the identity", you need to investigate it further to be able to identify a relevant resolution.

This article walks you through investigating this high-level error and provides resources for further  troubleshooting.

1. Issue

To identify the root cause of the issue, you need the following information:

• What does the username look like in the error?
  • domain\user
  • user@domain.com
  • nothing (blank)
• Where did you see the error?
  • Desktop application dialog box
  • WebService\Webservice.log file

2. Solution

Once you know these details, you can go to the right Help article to solve the problem.