Error: 'User [Email Address] could not be converted. Contact support for assistance' when trying to convert free users in Control Hub
For customers using the Cisco Directory Connector for directory synchronization: If a synchronized account has a matching email address in the consumer (free) organization, that email address is not added to the customer organization. You'll see the following error message in the Event Log of the Cisco Directory Connector host: '<username/email address> could not be converted. Contact support for assistance converting this user.'
Directory Connector should only be used to add or remove users, and not for conversion of accounts.
Workaround: Convert all accounts from the consumer organization to the customer organization before you enable directory synchronization. As always, perform dry runs to validate the outcome before you perform a live synchronization.
Convert Free Webex Users in a Directory Synchronized Organization
You can only use unique email addresses in the Webex directory. If your users have signed up for the free version of Webex, their account exists in the free consumer organization. To manage users in this organization using Cisco Directory Connector, migrate (convert) them to the customer organization before you turn on the Cisco Directory Connector. Then you add the users to Active Directory with the exact email address and then synchronize to the cloud.
If you do not convert the accounts before activation, turn off the Cisco Directory Connector in order to convert them.
If you attempt to convert a user while directory synchronization is enabled, the error message "<email address> could not be converted" appears. To avoid the problem, you can use these steps as a workaround.
To convert free user accounts to your company organization:
- Disable the directory synchronization from the Cisco Directory Connector.
- Follow the Convert Unlicensed Users in Cisco Webex Control Hub procedure to convert the user from the free consumer organization to the enterprise organization.
- On the Cisco Directory Connector, do a dry run synchronization. When the dry run completes, check the Add Objects tab. Verify that any users that you converted are not deleted.
If any converted users are deleted, they lose all their Webex spaces.
- When you are sure that the next synchronization will not remove any accounts, re-enable directory synchronization from the Cisco Directory Connector.
For help, see: Deployment Guide for Cisco Directory Connector