Debugging Office 365 Synchronization Issues

If Office 365 won't sync or has stopped syncing with CloudRadial, the solution typically involves a rights issue with the application that was generated using the PowerShell script located under Partner > Settings > Microsoft Partner (under Setup at the top right).

• Troubleshooting Office Issues
• Updating Azure Active Directory

Troubleshooting Office Issues in CloudRadial

To resolve this, try re-running the script and ensuring that it runs correctly with no error messages. In CloudRadial, replace the Application ID and Application Secret that the script generates. For a detailed walkthrough of this process, please read this article.

You can run the script multiple times without any issues as long as you remember to update these values in CloudRadial.

If re-running the script doesn't resolve the issue, you may need to go to your Azure Active Directory setup and make sure that the application was created successfully and the necessary rights were granted.

Updating Azure Active Directory

1. Navigate to portal.azure.com
2. Open the Azure Active Directory tab
3. Select App Registrations > All Applications
   
    
4. Open the App CloudRadial Partner Application (partnerid)
   • If the status of any rights shows anything other than Granted, select the Grant Admin Consent button at the top of the page to apply changes
5. Now, try re-running the company sync and the problem should be resolved
   • Note that all companies will sync automatically during the nightly sync process. You do not need to manually sync all companies for the changes to take effect. 

Manual Sync Appears to Run but No Changes Reflect

If a Manual Sync runs successfully from Partner > Clients but changes still do not appear in the portal, the issue is often a stale cached view in the browser rather than a sync failure.

Resolution:

• Confirm the Manual Sync completed without errors in the Integration Run Log.
• Perform a hard refresh on the affected page (Ctrl+F5 on Windows, Cmd+Shift+R on macOS).
• If data is still missing, clear the browser cache for the portal domain.
• Open the page in an InPrivate or Incognito window to confirm the data is present server-side.

If the data still is not updated after a browser-cache clear, verify the underlying Microsoft 365 integration credentials are healthy and consent is still granted for the partner tenant.