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: Import HR  |  Description: eAdm fetches employee data from your HRM system.  |  Possible Actions:

Sync Step: Import HR Future  |  Description: eAdm fetches data for employees with a future start date from your HRM system.  |  Possible Actions:

Sync Step: Import Hierarchy  |  Description: eAdm fetches the organizational structure from your HRM system.  |  Possible Actions:

Sync Step: Import AD  |  Description: eAdm fetches data about existing user accounts from the local Active Directory.  |  Possible Actions: 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.

Sync Step: Synchronization  |  Description: eAdm processes all incoming changes, applies rules, and assigns permissions.  |  Possible Actions:

Sync Step: Export AD  |  Description: eAdm transfers the processed data to the local Active Directory.  |  Possible Actions: 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.

Sync Step: Import AD Results  |  Description: 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.  |  Possible Actions: If failed: Check the log files in c:/eadm/logg and contact Identum support.

Sync Step: Other Integrations  |  Description: This includes export steps to any other configured target systems (e.g., Export Azure, Export eFeide).  |  Possible Actions:

Sync Step: Export Compilo  |  Description:
 |  Possible Actions: