Are you following these steps to add an external user?
https://documentation.commvault.com/commvault/v11_sp20/article?p=8060_1.htm

Otherwise the user will show up after first login attempt.  Typically AD Groups are used for the role assignments since this keeps user management in AD.

any update on this? I am having the same issue. When I manually type the name in it says, “there is no user with name xxx...”. The account DOES exist in AD

I believe that if you increase the logging level of EvMgrS.log you will be able to see the LDAP query and confirm why it is being filtered. I did just that a while back and thenCV coded in this as a default setting https://documentation.commvault.com/additionalsetting/details?name=%22bShowUsersandGroupsHiddenFromGAL%22&id=6720

If this is still an issue, please escalate it as a ticket . AD users, even without any login attempt, are searchable.

@Eldan , have you had a chance to review the suggestions here?  Let us know if you still need help.

Hi, I’ve followed the steps, still the same issue

@Eldan , I would suggest opening a support case at this point.  Once you do, share the case number with me so we can track the resolution.

Thanks!

Quick update, I’ve tried to add the user manually via the web console - great success ! :)

Glad to hear it, thanks!!