Troubleshooting a Synchronization Cycle That Has Failed

The synchronization process can sometimes stop or fail for a variety of reasons. This article outlines common causes for a failed sync and describes the actions you can take as an administrator to resolve the issue and restart the process.

Understanding the synchronization status

The Synchronization Cycle view shows the status of each step in the process. Look for these icons to understand the current state:

Green Checkmark: The synchronization step has been completed successfully.
Red Cross: The step has failed with an error.
Rotating Circle: The step is currently in progress or is queued to run next.

In the example below, the Import Hierarchy step is complete, and the cycle is waiting to begin the Synchronization step.

Troubleshooting by synchronization step

The following table describes each step of the synchronization cycle and provides actions you can take if a step fails or does not start.

Sync Step	Description	Possible Actions
Import HR	eAdm fetches employee data from your HRM system.	If failed: Contact support. If a new cycle does not start (all steps show as complete): Run the eAdm sync script from the Task Scheduler on the server where the client is installed. If the sync does not start, check for errors in the Event Viewer and the `c:/eadm/logg` files before contacting support.
Import HR Future	eAdm fetches data for employees with a future start date from your HRM system.	If failed: You cannot resolve this yourself. Please contact Identum support for assistance.
Import Hierarchy	eAdm fetches the organizational structure from your HRM system.	If it does not start: Run the eAdm sync script from the Task Scheduler and check for errors in the Event Viewer and `c:/eadm/logg` files. Contact support if you cannot find a solution. If it has crashed with an error: Contact support.
Import AD	eAdm fetches data about existing user accounts from the local Active Directory.	If it does not start:<br> • Run the eAdm sync script from the Task Scheduler and check for errors in the Event Viewer and `c:/eadm/logg` files. Contact support if you cannot find a solution.<br><br>If it has crashed with an error:<br> • Contact support.
Synchronization	eAdm processes all incoming changes, applies rules, and assigns permissions.	If stopped with a safety threshold error: This means the import was stopped preventatively due to too many changes. If it has not started after the previous step: Run the eAdm sync script and check for errors in the Event Viewer and `c:/eadm/logg` files. Contact support if needed. If it has started but never completes: Contact support. If stopped with any other error message: Contact support.
Export AD	eAdm transfers the processed data to the local Active Directory.	If failed: Run the eAdm sync script and check for errors in the Event Viewer and `c:/eadm/logg` files. Contact support if you cannot find a solution.
Import AD Results	eAdm receives feedback from the local client after the `Export AD` step is complete. A failure here often indicates something went wrong during the data transfer to the local AD.	If failed: Check the log files in `c:/eadm/logg` and contact Identum support.
Other Integrations	This includes export steps to any other configured target systems (e.g., Export Azure, Export eFeide).	If it does not start: Run the eAdm sync script and check for errors in the Event Viewer and `c:/eadm/logg` files. Contact support if you cannot find a solution. If it has crashed with an error: Contact support.