"User Not Found" in AuthPoint Logs

Hello everyone,

I just deployed AuthPoint last night and overall it went pretty smoothly. I am setup with AD sync, RADIUS and software tokens. This morning most user issues have been user error. However, I have one issue that has me stumped. I have a case open with support but they seem to be swamped with calls thanks to COVID19 so I wanted to ask here hoping for a faster solution.

I have a user who exists in my on-prem AD environment, he synced into AuthPoint and his account shows active. He was able to setup the token and his account shows an active token. However, the gateway logs show "user not found" every time he tries to authenticate despite his active AD and AuthPoint user accounts. my NPS server shows no incoming queries for his userID, but shows requests for all other users. It's as if the gateway isn't forwarding his authentication requests to my NPS. Everyone else connects just fine and shows in the NPS logs. Any advice where to start?

Thanks a ton!

2020-03-27 08:12:22 INFO [pool-2-thread-10] c.w.a.r.r.r.u.RadiusProcessRequestThread - Request received from

2020-03-27 08:12:22 INFO [pool-2-thread-10] c.w.a.r.r.r.u.RadiusProcessRequestThread - Getting user policy - Username: [email protected]

2020-03-27 08:12:23 INFO [pool-2-thread-10] c.w.a.r.r.r.u.RadiusProcessRequestThread - User policy received - Username: [email protected] - Request-Id:0b1474ea-0ab8-4217-b618-6dae36c0aa48

2020-03-27 08:12:23 ERROR [pool-2-thread-10] c.w.a.r.r.r.m.s.UserPolicyService - 051004022 - User not found. - Request-Id:0b1474ea-0ab8-4217-b618-6dae36c0aa48

2020-03-27 08:12:23 ERROR [pool-2-thread-10] c.w.a.r.r.r.u.RadiusProcessRequestThread - Authentication denied due error related with the MSChap v2. - Request-Id:0b1474ea-0ab8-4217-b618-6dae36c0aa48

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