First, check whether this is expected behaviour
CloudM only pushes a signature update to Gmail when it detects a genuine change, and different types of change reach Gmail on different schedules. Before troubleshooting further, it's worth confirming this isn't simply expected timing. See Syncing Email Signatures for the full explanation of the immediate, daily, weekly, and manual sync mechanisms.
Once a sync has been triggered, whether automatically or manually, the update itself reaches Gmail immediately. Any delay before it becomes visible is Google's own propagation time, not a delay caused by CloudM. Propagation time depends on the number of users affected and how much signature data needs to be updated, but most changes fully apply within 30 minutes to 2 hours.
The most common cause of a signature "not syncing" is that it was edited directly in Gmail rather than in CloudM. CloudM has no visibility of Gmail-side edits, so it will not correct them until the next weekly full sync. If this applies, see the Forcing a signature update sooner section of that article for a workaround.
If it's not a timing issue, check the Logs
To confirm whether the sync has actually failed, check your Logs, located under Settings > Logs in the left hand menu.
If you can see an error message for the affected user mentioning the signature, then the sync has genuinely failed. If you cannot understand the error message, please get in contact with our support team at support@cloudm.io.
If there is no error
If there is no error message and a reasonable amount of time has passed, check the following:
- Primary email: confirm the affected email address is the user's primary email address.
- OU membership: confirm the user is part of the OU that is being changed.
- Signature enabled: make sure the user has email signatures enabled for the OU in question. If it's inheriting from a parent OU, ensure it's enabled there too.
- Manual sync: if you've checked all of the above, try forcing a manual sync at the OU in question (or Root). Navigate to the OU, select Actions > Sync Email Signatures. This is generally more reliable than a domain-wide sync. Note: a manual sync only pushes an update if CloudM detects a change, so if the signature was edited in Gmail, a manual sync alone will not fix it; see the workaround linked above.
Still stuck? See the WATCHPOINT: Reply/Forward Signature Override Limitation article if the issue is specifically about a Reply/Forward signature not updating, that's a separate, known Gmail API limitation rather than a sync fault.