This article covers the most common sync issues you may encounter in CloudM Continuity and how to resolve them.
A user's sync status shows Failed
When a user's sync fails, start by checking the error details:
- Go to Sync status in the sidebar
- Find the affected user in the table (filter by Status: Failed if needed)
- Click on the user to open the detail panel
- Review the error message and error code shown
Common failure reasons and how to resolve them:
| Error | Cause | Resolution |
|---|---|---|
| Authentication token expired | Your Microsoft 365 or Google Workspace connection credentials have expired or been revoked | Go to Connections and check the connection status. If showing an error, update the credentials. See Rotating Microsoft 365 Credentials or Rotating Google Workspace Credentials. |
| User not found in source | The Microsoft 365 user has been deleted, disabled, or their email address has changed | Verify the user still exists in your Microsoft 365 tenant. If the user was removed intentionally, they will be excluded from the policy automatically on the next sync cycle. |
| API rate limit exceeded | Too many API calls to Microsoft 365 or Google Workspace in a short period | This is temporary and usually resolves on the next sync cycle. No action needed unless it persists across multiple cycles. |
| User creation failed in Google | The system could not create a Google Workspace account for the user |
Check the audit logs for the specific provisioning error. See Troubleshooting User Provisioning for detailed guidance. |
All users are failing
If every user is showing a Failed status, the issue is likely at the connection level rather than with individual users:
- Check connection status — Go to Connections and verify both your Microsoft 365 and Google Workspace connections show as Active. If either shows an error, the credentials may have expired.
- Check the audit logs — Filter for Severity: Error to see if there is a common error message across all failures.
Connection issues affect all users
A single expired credential or revoked permission will cause every sync under that connection to fail. Fixing the connection resolves the issue for all users at once. Syncs will resume automatically on the next scheduled cycle.
Syncs are not running when expected
If syncs appear to have stopped or are not running on schedule:
| Possible cause | How to check | Resolution |
|---|---|---|
| Policy is disabled | Go to Policies and check the policy status | Enable the policy. Syncs will resume on the next scheduled cycle. |
| Connection credentials expired | Go to Connections and check for errors | Update the expired credentials and use Test connection from the three-dot menu to verify. |
| User no longer matches the policy | Check the user's status on the Sync Status page | Review the policy's user selection rules to confirm the user should be included. |
Data discrepancies between M365 and Google
If the number of items exported from M365 does not match the number imported to Google Workspace:
- Small discrepancies are normal — A small number of items may fail to sync due to size limits, unsupported formats, or encryption. These are logged individually and do not affect the user's overall sync status.
- Large discrepancies — Open the user's detail panel and review the items view to identify which specific items failed. Check the audit logs for any error messages related to those items.
A user is stuck in Initial Sync
If a user's initial sync is taking longer than expected:
- Large mailboxes take time — Users with large mailboxes (tens of thousands of items) can take longer for the initial bulk migration. Check the item counts on the detail panel to confirm progress is being made.
- If no progress — Check the audit logs for errors related to this user. The initial sync may have encountered an issue that is preventing it from completing.
When to contact support
If a sync failure persists after checking connections and credentials, note the error code from the user's detail panel or audit logs and contact CloudM support for assistance.