If you are unable to resolve an issue using the troubleshooting guides, CloudM support can provide further assistance. This article explains what information to gather before reaching out and how to get help.
Before contacting support
Gathering the right information before reaching out will help the support team resolve the issue faster. Collect the following:
| Information | Where to find it | Why it helps |
|---|---|---|
| Error code | User detail panel or audit logs | Identifies the exact issue in the system |
| Error message | User detail panel or audit logs | Describes what went wrong in human-readable terms |
| Affected user(s) | Status page → user table | Allows the support team to investigate the specific user or users |
| Timestamp | User detail panel or audit logs | Narrows the investigation to the correct time window |
| Policy name | User detail panel or Policies page | Identifies which sync policy is involved |
| What you have tried | Your own investigation | Prevents the support team from repeating steps you have already taken |
How to get help
To contact CloudM support, raise a support ticket. The support team can:
- Diagnose configuration issues with your connections and policies
- Investigate persistent sync failures using error codes and log data
- Escalate platform-level issues to CloudM engineering
- Advise on best practices for sync frequency, policy design, and credential management
Self-service troubleshooting
Before reaching out to support, check if your issue is covered by one of these troubleshooting articles:
| Issue | Article |
|---|---|
| Sync failures (individual or all users) | Troubleshooting Sync Failures |
| Connection or credential problems | Troubleshooting Connection Issues |
| Google account creation failures | Troubleshooting User Provisioning |
| Understanding error codes and messages | Understanding Error Messages |
| Connection validation errors | Validating Connections |
| Credential rotation procedures | Rotating Microsoft 365 Credentials / Rotating Google Workspace Credentials |