Troubleshooting Tools for the Azure AD integration

In some cases, users are not synchronized into AskCody while using the Azure AD integration. This can be due to temporary issues, or due to those users not fulfilling the criteria needed for them to be synchronized.

When syncing many users and groups simultaneously, the information provided by the sync logs can be lengthy and difficult to troubleshoot with, so if a user, or group fails to be synced, it can be difficult to understand the reason behind it. This article contains guidelines for how to troubleshoot with the available tools in the Azure AD integration Portal for when specific users or groups are not being synchronized into AskCody.

The “Troubleshooting” section in the Azure AD configuration portal contains different troubleshooting options to use when an individual user, or group are not being synchronized into AskCody. This section is available on the left panel of the Azure AD portal:

Troubleshooting tools in Azure AD Sync

The section contains two different tools:

Troubleshooting section in Azure AD Sync

The first tool can be used, as its name suggests, to manually synchronize users into AskCody from your Azure Active Directory. The second tool can be used for the same purpose, except that it finds and synchronizes individual groups instead of users.

 

Manually sync a user

There can be different reasons for why a user has not been synced via the Azure AD Sync. This tool helps identify the cause for the user not being synced in, providing actionable information in the sync logs that leads to solving the sync issue.

To use the tool, you can click on the empty field to search for a user by its name, or e-mail address:

Manually sync user in Azure AD Sync

 

Then click on the user that appears on the drop-down menu:

User drop-down in the Azure AD Sync Troubleshooting section

And then press the “Sync user” button below the user:

Manually sync user in Azure AD Sync Troubleshooting section

After this, the Azure AD Sync will attempt to sync that user. To follow the activity, please go to the sync logs to see the details of the operation. If the user is synced successfully, then the logs would show a message that looks like the following:

Azure AD Sync log

In case the user is not synced successfully, the logs will display a message with the reason for why the user was not synced in, which will look like the following:

Azure AD Sync log with warnings

There are different types of messages that can indicate the cause of why a user is not synced into AskCody. To view a more detailed list and check the troubleshooting steps for each case, please visit this article in our Help Center.

Manually sync a group

There can be different reasons for why a group has not been synced via the Azure AD Sync. This tool helps identify the cause for the group not being synced in, providing actionable information in the sync logs that leads to solving the sync issue.

Important information

The root group should NOT be synced in via this tool. To get more information about the root group, please check this article from our Help Center.


To use the tool, you can click on the empty field to search for a group by its name:

Manually sync group in Azure AD Sync

Then click on the corresponding group from the drop-down menu:

Group drop-down in the Azure AD Sync Troubleshooting section

And click on the “Sync group” button below the group:

Manually sync groups in Azure AD Sync

After this, the Azure AD Sync will attempt to sync every user from that group manually. To follow the activity, please go to the sync logs to see the details of the operation. If the users from the group are synced successfully, then the logs would display a message with no warnings, similar to this one:

Azure AD Sync logs

In case the sync encounters some users with issues that prevents them to be synced, the logs will show the details of each issue, providing a reason for why a user was not synced:

Azure AD Sync logs with warning

There are different types of messages that can indicate the cause of why a user is not synced into AskCody. To view a more detailed list and learn the troubleshooting steps for each case, please visit this article in our Help Center.