Here are some common reasons why one or more users could be missing after your Google Workspace sync.
Did you run a Test or Manual Sync?
If you have just run a sync and find that no data has been imported, you may have run a Test Sync. The sync summary email’s subject will have “Test Results” at the end if it was generated for a Test Sync.
Test Syncs do not change system data, but instead email a sync summary detailing the changes that would be made by the next manual or automatic sync. The idea is that you can review the test results to confirm that you are happy with your sync configuration. That is why this option is provided upon completion of the Google Workspace Sync’s configuration wizard.
If you wish to run a manual sync please go to the Google Workspace Integration settings page and scroll to the Manual Sync section.
Do your users have their First name and surname set in Google Workspace?
The system requires that all users have a first and last name. The Google Workspace sync will exclude any user that it cannot determine these for.
Users with both the “First name” and “Surname” fields populated in Google Workspace will be included. Otherwise the “Full Name” field will be split to derive the user’s first and last names. However if their “Name” is a single word then they will be excluded.
First name and surname are mandatory fields when creating users in the Google Admin Console so this should rarely be an issue. That being said it is useful to be aware of the requirements for imported user accounts.
Do your users have email addresses with a different domain to the one set on your usecure account?
The domain lock on your account (if present) will block users whose email addresses do not match the domain associated with your account. This will need to be lifted if your company has multiple domains. However if your company only has a single domain and you believe all your users’ email addresses are using it please refer to the next section.
Did you authorise the correct Google Workspace?
This issue only applies to Managed Service Provider setting up the sync integration on their internal account or one of their customers.
If you have the error message No viable users loaded from API, the sync may have failed to find viable users if you have authorised the wrong Google Workspace when setting it up. For example, this would explain why none of the users returned by the Google Directory API conform with the account's domain lock.
To rule out this issue, we recommend that you reauthorise the sync with the correct tenant via the "Sign In with Google" button on the Google Workspace Integration settings page.