You have installed RM Unify AD Sync and on launching the RM Unify AD Sync Configuration tool for the first time, the tool halts at "Waiting for database configuration to complete" and does not continue after five minutes. You also see the following symptoms:

• If you try to manually start the RM Unify AD Sync Service, the following error message is displayed:
  "Windows could not start the RM Unify AD Sync Service on Local Computer. Error 1053: The service did not respond to the start of control request in a timely fashion".
  
• The application log in Event Viewer contains one or more User Profile errors. The detail of the error will differ depending on the local conditions but here are typical examples:
  
  "Error: 1509 - User Profile General: Windows cannot copy file \\?\C:\Users\RM Default User\AppData\Local\Microsoft\Windows\WER\ to location \\?\C:\Users\identitysyncservice\AppData\Local\Microsoft\Windows\WER\. This error may be caused by network problems or insufficient security rights.
  DETAIL - Access is denied".
  
  "Error: 1509 - User Profile General: Windows cannot copy file \\?\C:\Users\Default\AppData\Local\Microsoft\Windows\INetCache\counters.dat to location \\?\C:\Users\TEMP\AppData\Local\Microsoft\Windows\INetCache\counters.dat. This error may be caused by network problems or insufficient security rights.
  DETAIL - Access is denied".
  
  "Error 1500 - User Profile Service: Windows cannot log you on because your profile cannot be loaded.  Check that you are connected to the network, and that your network is functioning correctly.  DETAIL - Only part of a ReadProcessMemory or WriteProcessMemory request was completed".

If you see the error message "Error 1069: The service did not start due to a logon failure" when you manually start the RM Unify AD Sync Service, then this article will not resolve your issue. Please refer to TEC3337606 in the Other Useful Articles section below for a solution.

If the tool halts at "Waiting for database configuration to complete" but you do not get any of the additional symptoms above, then it is likely that the installation has failed to set directory, folder and AD container permissions for the identitysyncservice user. Please raise a service call with RM Unify Support so that we can review the installation.

On starting the RM Unify AD Sync Service, Windows® checks if the identitysyncservice user has a user profile and if it doesn't, it attempts to create one by copying the default user profile specified in HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList.

If permissions on the default profile location are insufficient, you will see the above symptoms. On a Community Connect® 4 (CC4.x) network, the default profile location is C:\Users\RM Default User.

If other local conditions exist that prevent the server from creating a profile for the identitysyncservice user then you will also see some of these symptoms.

Check the permissions applied to the default user profile location and either update them if they appear insufficient or reapply them if they look correct. 

If you are using a Community Connect network (CC4.x), you would expect the following permissions on the C:\Users\RM Default User folder:

• Administrators = Full control.
• Everyone = Read, list and execute.
• System = Full control.
• Users = Read, list and execute.

If the issue still exists after permissions have been checked and correctly reapplied and event viewer displays additional user, there may be a wider issue on the network regarding profile creation for new users. To check this:

1. Create a temporary user account in Active Directory.
2. Add the user to the Administrators security group to grant them sufficient rights on the server to log on locally and gain file access.
3. Log on to the AD Sync server as the new user and check if a desktop is delivered without error and a new profile has been created for the user in C:\Users.
4. If logon is not successful due to a profile error, then use the displayed error and errors in the Application and System logs to troubleshoot and resolve.
5. If the log on is successful but profile creation is not, and you are using a Community Connect network, then the RM Default Profile component may need reinstalled. Please contact your CC4 network team for assistance with the reinstallation.
6. Log off and log on to the server with your normal administrator account and delete the temporary user created in step 1.