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Code42 Support

Code42 directory sync report and errors

This article applies to Cloud.

Available in:

StandardPremiumEnterprise
Small Business

Overview

This article explains what a directory sync report is and how to troubleshoot when you receive report of a directory sync error. Code42 emails the reports to administrators of Code42 environments that use SCIM provisioning. 

How does Code42 report directory sync activity?

When your Code42 environment uses SCIM provisioning, it periodically synchronizes with your provider's user data. Code42 reports that activity in three ways:

  • A daily email, the directory sync report, summarizes SCIM provisioning changes over the previous 24 hours.
  • When a sync operation generates errors, Code42 sends a second email to notify you of directory sync errors. 
  • All sync operations are recorded in the administration console's Sync log.

To learn more about SCIM provisioning and how it works in a Code42 environment, see our introduction to SCIM provisioning.

Directory sync errors

The following are the directory sync error messages you may see in email or in the sync log:

Unable to update user's role

Code42 may not be able to update a user's role if the role is no longer available in your Code42 environment or if the mapping was deleted. We recommend that you verify your identity provider is configured correctly, and confirm that the role is still available in your Code42 environment

  1. Sign in to the Code42 administration console as a user with the Customer Cloud Admin role. 
  2. Click Users, and choose Active
  3. Select a user.
  4. Click the action menu in the upper-right corner.
  5. Choose Edit
  6. Click the Roles tab.
  7. Verify that the role appears in the list of Available Roles
    • If it does appear in the list, continue to step 8.
      Note that you can also manually add the role to the user here if you need to immediately give the user access. 
    • If it does not appear in the list, contact our Customer Champions​ for Code42 for Enterprise support
  8. Go to Settings, and click Identity Management
  9. Click Provisioning
  10. Under Role Mapping, verify that the role is mapped to the SCIM group. 
  11. Sign in to your provisioning provider and re-sync with Code42.

Unable to move existing user to an organization

Code42 may not be able to update a user's organization if the organization was deleted. You can either:

  • Create a new organization and mapping
  • Create an organization to match the existing mapping.
  1. Sign in to the Code42 administration console
  2. Click Organizations, and choose Active. 
  3. Select the Add an organization icon Add an organization icon .
  4. Follow the steps below to create a new mapping or use the existing mapping.

Create a new organization and new mapping

  1. Enter a new organization name.
  2. Update your Organization Mapping to map the group to the organization.
  3. Sign in to your provisioning provider, and sync users with Code42. 

Create a new organization for the existing mapping

  1. Enter a new organization name that matches the name used in the existing mapping.
  2. Sign in to your provisioning provider, and sync users with Code42. 

Troubleshooting tips

Some general troubleshooting tips for provisioning: 

  • Once provisioning is configured in Code42, you should make all user changes in the provisioning provider. Code42 does not sync changes back to provisioning provider, so any changes you make on the Code42 side causes the two apps to become out-of-sync. 
  • Updating the administration console does not start a sync between the provisioning provider and Code42. Only changes made in the provisioning provider can start a sync. 
  • To view more information about provisioning changes and logs, see the Sync Log in the administration console. It gives details about the users who have been created, updated, or deleted due to provisioning. 
  • Check your identity provider's logs for errors. 

Contact support

Need more help? Contact our Customer Champions​ for Code42 for Enterprise support

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