Failed to execute SynchronizeUserEvent. ERROR MESSAGE: ImsRuntimeException:No items found

Document ID : KB000118770
Last Modified Date : 12/03/2019
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Issue:
We are seeing the tasks getting failed in the IDM environment on Synchronize User events:

“Failed to execute SynchronizeUserEvent. ERROR MESSAGE: ImsRuntimeException:No items found”.

This happens in cases of user creation tasks during the synchronize user event.
Environment:
CA Identity Manager 14.x
CA Identity Suite 14.x
Cause:
The application server log indicates that the failure occurs during "synchIdentityPolicies":

14:40:52,388 ERROR [com.netegrity.ims.exception.EventExecuteStateException] (Thread-57 (HornetQ-client-global-threads-1958183146)) Exception: : [facility=4 severity=3 reason=0 status=6 message=Unrecognized command]
No items found
at com.netegrity.llsdk6.imsimpl.securityengine.PolicyEngine.synchIdentityPolicies(PolicyEngine.java:1475) [imsapi6.jar:]
at com.netegrity.llsdk6.imsimpl.provider.SynchronizationProviderImpl.synchronizeUserWithIdentityPolicies(SynchronizationProviderImpl.java:61) [imsapi6.jar:]
at com.netegrity.ims.events.SynchronizeUserEvent.execute(SynchronizeUserEvent.java:114) [ims.jar:]........

The code is checking for ID policies that apply to the user, however it has come across a policy that is problematic. Often this error occurs when there is an Identity Policy referencing a provisioning role that no longer exists or its name has been changed.

 
Resolution:
This issue is usually addresses by reviewing your Identity Policies and verify they are referring to the correct roles/role names. 

However there is an issue specific to 14.1 when there is more than one IME deployed.  An issue has been identified in the caching management. The identity policies of all IMEs are cached in same container and this can trigger the above error.   A fix (DE408663.zip) has been made available for 14.1 and can be requested from CA Support.