Troubleshooting Sync Steps 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.

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. See also "Corrupt or incomplete import file" below if the error refers to parsing or an unexpected end of file.
Import AD	eAdm fetches data about existing user accounts from the local Active Directory. Note: AD is only the master source for account-identity data such as `samAccountName` and Lastlogin. Personal information such as full name, phone number, or address is sourced from the HRM system, not AD. If a user reports incorrect personal data (e.g. a misspelled name) and it has been corrected directly in AD, this is the wrong system to fix it in — the change should instead be made in the HRM system. See Updating User Data in eADM for the correct procedure.	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.
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. See "How to handle an import stopped by the import filter" (EID space). 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. If it stops with the error message "Execution timeout expired": Check the local eADM client log files in `c:/eadm/log` and the Event Viewer on the server for error messages. Contact Identum support if you cannot identify the cause.
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.
Export Compilo		Error message: "Failed Getting list of departments from Compilo" → This means that the Compilo API is down. Please notify Identum support and we will contact Compilo for further troubleshooting. Once the Compilo API is up again, we will restart your sync.

Sync has not run at all since the previous cycle

In some cases the entire synchronization cycle stops running rather than a single step failing. Nothing new appears in the Synchronization Cycle view, the Start sync button may be greyed out, and eADM itself shows no error message, because the problem sits with the scheduled task on the customer's server rather than with eADM.

Troubleshooting steps

Check the Task Scheduler on the server running the eADM local client. Confirm that the scheduled sync task (typically named \eAdm deltasynk) is present and has not failed to start.
If the task has failed to start, try running it manually from Task Scheduler. If that does not resolve it, restart the server and try again.
Check the Event Viewer on the same server for errors logged around the time synchronization stopped.
If the local eADM service account is disabled or blocked in Visma Enterprise (VEP), data retrieval from VEP typically fails with an unauthorized error rather than the scheduled task failing to start. Check the account status in Visma Enterprise if this error type appears.

Known cause: expired local service account password

A common cause of the scheduled task failing to start is an expired Windows password on the local service account used to run it (e.g. DOMAIN\eadmservice1).

Note: Task Scheduler logs an event similar to: Task Scheduler failed to start "\eAdm deltasynk" task for user "DOMAIN\serviceaccount". Additional Data: Error Value: 2147943730. This error value indicates an expired or invalid password on the account running the task.

To resolve it:

Check the account status, for example with Get-ADUser -Identity serviceaccount -Properties PasswordExpired,Enabled,LockedOut, and confirm whether PasswordExpired is True.
Reset the password on the service account, and update the credentials stored in the Task Scheduler task.
Start the scheduled task again and confirm that it completes with result 0. Synchronization resumes automatically from there.

Common error messages across steps

Some error messages can appear on any synchronization step that fetches or sends data to an external source or target system, rather than being specific to one step.

Error message: The remote server returned an unexpected response: (502) Bad Gateway.

This means the server of the source or target system is down and eAdm cannot establish contact with it.

Users with eADM access at partner administrator level or higher can reset the synchronization and retry once the issue has been resolved on the supplier's side.

Note: This can typically occur when eAdm tries to fetch or send data during the system supplier's maintenance windows.

Corrupt or incomplete import file

Some source systems like ERP Kommune / Unit4 / Agresso generate a master data file (a "stamdatafil") that is transferred to eADM as a separate step before the import runs. This generation process can occasionally fail partway through, so an incomplete or corrupt file is transferred to eADM instead of a complete one.

How to recognise this

An import halted by a corrupt or incomplete file is shown on the synchronization Status page with an error message referring to a parsing or file-structure problem, rather than a safety threshold. For example:

Halted! An error occurred while building hierachy, Unexpected end of file while parsing Name has occurred. Line 146106, position 42.

The specific line, position, and field name (here, Name) will vary from case to case, but the pattern — an unexpected end of file or similar parsing error, rather than a safety threshold message — indicates that the source file itself is incomplete rather than that the filter has intervened.

How to resolve it

Contact the your ERP Kommune / Unit4 / Agresso administrator and ask them re-run the the master data export and then verify that it completed successfully.
Once a complete file has been generated and transferred, retry the synchronization from the Status page.
If the error persists after a confirmed complete file has been transferred, contact Identum support for further investigation.

Last updated: August 06, 2026