When you click on a user row in the Sync Status table, a detail side panel opens showing that user's sync configuration, recent activity, and failure information. This article explains each section of the panel and how to use it for troubleshooting.
Opening the detail panel
- Go to Sync Status in the sidebar
- Click on any user row in the table
- The detail panel slides in from the right side of the screen
The panel header displays Sync details with an X button to close it. The main table remains visible behind the panel so you can close it and select a different user at any time.
Source and destination
At the top of the panel, the user's email addresses are displayed with badges indicating their role:
| Field | Description |
|---|---|
| Source email | The Microsoft 365 email address, shown with a Source badge |
| Destination email | The Google Workspace email address, shown with a Destination badge |
Overview
Below the source and destination, the overview section shows the key details of this user's sync configuration and status:
| Field | Description |
|---|---|
| Sync status | The current status of this user's sync (Never Synced, Synced, In Progress, or Failed) |
| Policy | The policy applied to this user, which is the highest-priority active policy that matches them, shown as a link to that policy. When the user is also matched by other policies, an indicator lists them (for example "Also in: Policy B") |
| Latest sync | The date and time of the most recent sync operation |
| Next scheduled sync | The date and time of the next planned sync based on the policy schedule |
Failure alert
If the user has sync failures, an alert bar appears below the overview section. The alert displays a message such as "3 sync failures detected" along with a View errors link.
Click View errors to open the error modal (described below).
Failed syncs need attention
The failure alert only appears when there are unresolved failures. If a subsequent sync completes successfully, the alert will clear automatically.
Last sync activity
This section summarises the most recent sync operation:
| Field | Description |
|---|---|
| Email service | The service that was synced (e.g. Email) |
| Changes processed | The number of changes handled during this sync operation |
| Status | Whether this sync completed successfully or failed |
Sync history
Below the last sync activity, a scrollable list shows all past sync operations for this user. Each entry in the list displays:
- Timestamp — when the sync ran
- Status — the outcome of the sync (Synced, Failed, etc.)
- Expandable chevron — click to expand the entry and see per-service detail, including the service name (e.g. Email) and the number of changes processed
Use the sync history to identify patterns, such as a user who was syncing successfully until a specific date, which may point to a configuration change or credential issue.
Tip: check expanded details for partial failures
Even when a sync shows as successful overall, expanding the entry lets you confirm how many changes were processed for each service. This is useful for verifying that data is flowing as expected.
Viewing errors
Clicking the View errors link in the failure alert opens a modal dialog that lists individual failed items. From this modal you can:
- See which specific items failed to sync
- Review failure details for each item
- Retry failed items directly from the modal
The retry capability allows you to re-attempt syncing individual failed items without waiting for the next scheduled sync cycle.
When to contact support
If retrying individual items does not resolve the failure, or if the same items fail repeatedly, contact your CloudM partner or CloudM support for further investigation.