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Troubleshooting a Failed Sync

The synchronization process can sometimes stop or fail for a variety of reasons. This article outlines common causes of synchronization failures and describes the steps 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 failed due to an error.

  • Rotating Circle: The step is currently in progress or is scheduled to run next.

Troubleshooting by synchronization step

The following table describes each step of the synchronization cycle and provides instructions on what to do if a step fails or does not start.

Sync Step

Description

Possible Actions

Import HR

eAdm employee data from your HRM system.

  • If that fails: Contact support.

  • If a new cycle does not start (all steps are marked as complete): Run the eAdm 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 files before contacting support.

Import HR Future

eAdm data for employees with a future start date from your HRM system.

  • If this fails: You cannot resolve this on your own. Please contact Identum support for assistance.

Import Hierarchy

eAdm the organizational structure from your HRM system.

  • If it doesn't start: Run the eAdm script from the Task Scheduler and check for errors in the Event Viewer and c:eadm files. Contact support if you cannot find a solution.

  • If it has crashed and displayed an error message: Contact support.

Import AD

eAdm data about existing user accounts from the local Active Directory.

If it doesn't start:<br> • Run the eAdm sync script from the Task Scheduler and check for errors in the Event Viewer and c:eadm files. Contact support if you cannot find a solution.<br><br>If it has crashed with an error:<br> • Contact support.

Synchronization

eAdm all incoming changes, applies rules, and assigns permissions.

  • If stopped due to a safety threshold error: This means the import was stopped as a precautionary measure because there were too many changes.

  • If it hasn't started after the previous step: Run the eAdm script and check for errors in Event Viewer and c:eadm files. Contact support if necessary.

  • If it has started but never finishes: Contact support.

  • If you encounter any other error message: Contact support.

Export AD

eAdm the processed data to the local Active Directory.

If that fails: Run the eAdm script and check for errors in Event Viewer and c:eadm files. Contact support if you cannot find a solution.

Import AD Results

eAdm feedback from the local client after the Export AD This step is complete. A failure at this stage often indicates that something went wrong during the data transfer to the local AD.

If that fails: Check the log files in c:eadm and contact Identum support.

Other Integrations

This includes export steps to any other configured target systems (e.g., Export Azure, Export eFeide).

  • If it doesn't start: Run the eAdm script and check for errors in Event Viewer and c:eadm files. Contact support if you cannot find a solution.

  • If it has crashed and displayed an error message: Contact support.

Export Compilo


Error message: “Failed to retrieve the 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 back online, we will restart your sync.