Directory Sync

• The Next Sync Time under the Management tab > Application shows Fetching Data or Processing Data for an extended duration.
• When you click the View History icon (Universal Directory > Manage Directory > Applications), the Sync Status column in the pop-up that appears shows a Failed status.
• The user appears in the Other Directory Report section but does not show up in the All Users tab.
• The Directory Sync is not triggered automatically and must be initiated manually each time.
• Users that have been deleted from my Azure account are still visible in the All Users tab.
• The All Users tab shows only a limited number of users.
• Users are listed under Duplication Review under the Directory Sync Settings tab > Review section.
• Incorrect values are appearing in the Universal Directory users (under the All Users tab), such as the Last Name from the Azure account being displayed as the First Name for the user.
• All users listed in the All Users tab are assigned to a single Primary Source.
• The sync cannot be initiated automatically, and an error message appears when clicking the Sync Now button.

1. The Next Sync Time column (Universal Directory > Manage Directory > Applications) shows Fetching Data or Processing Data for an extended duration.

• Cause: This could be due a large number of objects (i.e., Users, Groups, or Group Members) in the organization.
• Solution: The issue should resolve itself. If this persists for more than six hours, please contact support.

2. When you click the View History icon (Universal Directory > Manage Directory > Applications), the Sync Status column in the pop-up that appears shows a Failed status.

• Solution: Retry the sync. If it repeatedly fails, please contact support.

3. The user appears in the Other Directory Report section but does not show up in the All Users tab.

• Cause: The Enable importing of users to the Universal Directory and Automatically create a new user in the Universal Directory when it is found in your <App> domain options are not checked under Advanced > Sync Settings (To find the Advanced option, navigate to Directory Sync Settings > Settings icon > Sync Settings > User tab).
• Solution: Enable the above-mentioned options.

4. The Directory Sync is not triggered automatically and must be initiated manually each time.

• Cause: The Enable Scheduler option under Advanced > Sync Settings (Directory Sync Settings > Settings icon > Sync Settings) is not enabled.
• Solution: Enable the scheduler and set up the interval for the sync to run automatically in the background.

5. Users that have been deleted from your Azure account (or any specific application) are still visible in the All Users tab.

• Cause: The Automatically delete/disable the Universal Directory user if the user is deleted in your Azure Active Directory Domain option under Advanced > Sync Settings (Directory Sync Settings > Settings icon > User tab) is not enabled. (We've used Azure AD as an example. This can change according to the application you select.)
• Solution: Enable the above option and select the desired behavior (i.e., whether to delete or disable the Universal Directory user).

6. The All Users tab shows only a limited number of users.

• Cause: There are users that need review under the Directory Sync Settings > Review tab. Users are filtered under Directory Sync Settings > Settings icon > Sync Settings > User tab > Enable Advanced Filter to restrict the directory synchronizer based on specific criteria.
• Solution: If there are users that need review, choose the actions to be executed and proceed with the execution. If users are filtered using the Enable Advanced Filter to restrict the directory synchronizer based on specific criteria filter, those users meeting the criteria will be excluded from syncing to the Universal Directory. Disable this option to view all users.

7. Users are listed under Duplication Review under the Directory Sync Settings > Review section.

• Cause: More than one user might have the same value for the configured linking attribute.
• Solution: Review the linking attribute (located under Directory Sync Settings > Settings icon > Account Linking) to identify potential duplicate values. Ensure that each user has a unique value for this attribute, and resolve any instances where multiple users share a value.

8. Incorrect values are appearing in the Universal Directory tab > All Users section, such as the Last Name from the Azure account (or any specific application) being displayed as the First Name for the user.

• Cause: The mapping configuration (located under Directory Sync Settings > Settings icon > Attribute Mapping) is not mapped to your desired attribute.
• Solution: Review the mapping configuration to ensure that the attribute, such as First Name, is mapped to your desired attribute.

9. All users listed in the All Users tab are assigned to a single primary source.

• Cause: The primary source order or the primary source rules might have all users assigned to a single primary source.
• Solution: Verify the Directory Sync Settings > Primary Source Settings. Users are assigned a primary source either based on the primary source order or the primary source rules configured here.

10. The sync cannot be initiated automatically, and an error message appears when clicking the Sync Now button.

• Solution: Please contact support.