When a sync policy matches Microsoft 365 users who don't yet have Google Workspace accounts, CloudM Continuity automatically creates those accounts. This article covers what to do when user provisioning fails.
How to identify provisioning failures
Provisioning failures can be found in two places:
- Sync Status page — Users stuck in the "Waiting" stage may have a provisioning issue
- Audit logs — Filter for the "User created" event to find both successful and failed provisioning attempts. Failures will show with Error severity.
Common provisioning errors
| Error | Cause | Resolution |
|---|---|---|
| User already exists in Google | A Google Workspace account with the intended email address already exists, possibly created manually or by another system. | No action needed — CloudM Continuity will use the existing account and proceed with the sync. If the existing account belongs to a different person, resolve the conflict in your Google Workspace admin console. |
| Insufficient permissions to create users | The Google Workspace service account does not have permission to create user accounts. | Verify that the service account has the Admin SDK API enabled and domain-wide delegation includes the https://www.googleapis.com/auth/admin.directory.user scope. See Connecting Google Workspace. |
| Google Workspace licence limit reached | Your Google Workspace subscription does not have enough user licences to create a new account. | Purchase additional Google Workspace licences through your Google reseller or admin console, then the provisioning will succeed on the next attempt. |
| Invalid email format | The intended Google email address derived from the M365 user does not meet Google's requirements. | Check the M365 user's email format. If it contains characters not supported by Google Workspace, you may need to manually create the account with an adjusted email address. |
Users stuck in the Queued stage
If users remain in the "Queued" stage for an extended period:
- Check the audit logs — Look for provisioning-related errors for the affected users
- Check your Google Workspace connection — A connection issue will prevent all provisioning. Go to Connections and verify the Google Workspace connection is Active.
- Check for a pattern — If all users from a specific policy are stuck, the issue may be with the policy configuration or the connection it uses
Manually creating Google accounts
If automatic provisioning fails for a specific user and you cannot resolve the error, you can create the Google Workspace account manually:
- Create the account in the Google Workspace admin console with the correct email address
- CloudM Continuity will detect the account on the next sync cycle and proceed with the initial sync
Provisioning is automatic by default
You do not need to manually create Google accounts for every user. CloudM Continuity handles this automatically as part of the sync workflow. Manual creation is only needed as a workaround when automatic provisioning fails for a specific user.
Provisioning and sync readiness
Users who have not been provisioned in Google Workspace will not have data synced. Check the Sync Status page regularly to ensure all critical users have completed provisioning and their initial sync.