The User Diagnostic Tool helps you quickly identify why a user is not syncing from your Microsoft 365 or Google Workspace directory into usecure.
Instead of manually checking multiple sync requirements, the User Diagnostic Tool performs an instant diagnostic and shows whether a user meets the criteria to be included in your directory sync, along with a breakdown of any requirements that haven't been met.
Where can I find the User Diagnostic Tool?
The User Diagnostic Tool is available from:
Settings > Microsoft 365 for Microsoft 365 integrations
Settings > Google Workspace for Google Workspace integrations
How does the User Diagnostic Tool work?
The tool checks a specific user against the requirements for your active directory sync. To run a diagnostic:
Navigate to Settings > Microsoft 365 or Google Workspace.
Open the User Diagnostic Tool section.
Enter the user's User Principal Name (UPN) for Microsoft synchronisations, or enter the user's Primary Email for Google synchronisations.
Click Run Diagnostic.
The User Diagnostic Tool will display:
Whether the user is currently eligible to sync into usecure.
A breakdown of the sync criteria that the user meets.
Any requirements that are preventing the user from syncing.
What information does the tool provide?
The User Diagnostic Tool checks whether a user meets the requirements to be included in your directory sync and highlights any criteria that are preventing them from being synchronised. For example, it can identify if a user is excluded by your sync settings, is missing required user attributes, or does not meet your configured inclusion criteria.
The diagnostic results are designed to help you quickly identify the root cause of missing users without having to manually investigate each sync requirement.
What should I do if a user doesn't meet the sync criteria?
If the diagnostic identifies an issue, you'll need to make the necessary changes in your:
Microsoft Entra ID for Microsoft 365 integrations.
Google Workspace Admin Console for Google Workspace integrations.
Once the issue has been resolved, the user will become eligible for syncing during the next directory synchronisation.
Can I use the tool for troubleshooting multiple users?
The User Diagnostic Tool is designed to provide a detailed diagnostic for an individual user. You can run diagnostics for as many users as needed, making it useful for spot-checking users and identifying patterns across your organisation.
For example, if several users fail the same requirement, such as a missing user attribute or incorrect account configuration, this may indicate a wider issue within your directory service that needs to be addressed.