Troubleshooting
A company is under Failed Syncs
Section titled “A company is under Failed Syncs”The row shows Failure on date and the message. Common causes:
- The source’s access was removed or expired. On the company’s Settings, click Verify on a Microsoft 365 source, or check the Google Workspace or Partner Center panel. Redo the authorization if needed (Connect Microsoft 365).
- The ConnectWise company or an addition changed. For example, a mapped addition was deleted. Open the company’s Agreements page and fix the mapping.
- A passing outage. Failed companies are retried automatically every few hours. Click Sync All Failed to retry them now.
After fixing it, click Sync and commit, so you see the result. A company that has failed for over 30 days without its settings changing is no longer retried automatically until you sync it by hand.
To hear about failures, set Report Failures To on each company, and choose when with Report Failures Timing.
A company is under Not Syncing
Section titled “A company is under Not Syncing”Most often, its first full sync has not been committed: click Sync, check the Matching Form, and COMMIT (Review and commit a sync). A company also shows Not Syncing when it has not synced for three days, for example an Active Directory company whose script stopped running.
The PowerShell script does not run
Section titled “The PowerShell script does not run”- Run it by hand. Run Run ConnectActive.bat from Windows Explorer or a Command Prompt. If it says Unable to
connect to the remote server, allow PowerShell
(
%SystemRoot%\system32\WindowsPowerShell\v1.0\powershell.exe) through the Windows Firewall. If it shows other errors, send a screenshot to support@nilear.com. - Run the Scheduled Task by hand, noting the time. In Event Viewer, under Windows Logs → Application, look
for entries from the source ConnectActive at that time. A successful run writes 11 entries, all Information.
- Any Error entry: send a screenshot of it to support@nilear.com.
- No entries at all: the task is not running the batch file. Check its settings
(Scheduled Task settings): Run whether
user is logged on or not, the action pointing at the batch file in a folder that is not restricted (not the root
of
C:\orC:\Windows), and Stop the task if it runs longer than set to 1 hour.
- Test it unattended. Set the trigger a few minutes ahead, sign out of every session on the server, and sign back in after five minutes. Look for the 11 Information entries again. If they are there, set the trigger to the daily time you want.
- Still nothing? Change the task’s action to run the script directly: Program/script
C:\Windows\System32\WindowsPowerShell\v1.0\powershell.exeand Add arguments-ExecutionPolicy Bypass -File "<folder>\Powershell.ps1", then test again from step 2. - If the task still does not run on its own, schedule the batch file with another tool, such as your RMM.
The script also needs the Active Directory Module for PowerShell (an error entry says when it failed to load it) and PowerShell 3.0 or later.
Microsoft 365 consent fails
Section titled “Microsoft 365 consent fails”| What you see | Cause and fix |
|---|---|
| Microsoft says the account cannot grant admin consent | Only a Global Administrator or Privileged Role Administrator can approve. Sign in as one, or use Get Client Approval Link. |
| Microsoft signs you in as yourself | Use Microsoft 365 / Entra ID Sign Out first, or a private browser window. |
| Consent was not granted | The administrator clicked Cancel. Ask again. |
| The approval was not recorded | The company already syncs that tenant through another source. |
| Microsoft 365 Test Failed on Verify | The client removed ConnectActive, or the approval was for another tenant. Use Re-Authorize Microsoft 365 Tenant. |
A user was not created or was deactivated
Section titled “A user was not created or was deactivated”- Is the user filtered out? Check the company’s Filtering / OU Filtering tab.
- Is the user ignored? Check the Matching Form, and the Auto Ignore keywords.
- Is the account disabled, unlicensed or unused? See Which users are active and the company’s Microsoft 365 Options and Active Directory Options.
- No email address? With Exclude AD Users without Email Addresses, AD users with no address are left out.
- Only in Microsoft 365? With Exclude Microsoft 365 Only Accounts, or OU filtering without Include Microsoft 365 Only Accounts when OU Filtering, they are left out.
An addition’s count looks wrong
Section titled “An addition’s count looks wrong”- Compare it with the Agreement Addition Report or M365 Licenses Report on the company’s Reporting page.
- Unassigned licenses count unless Exclude Unassigned Licenses from Count is ticked.
- Agreement Off contacts count on a license mapping unless Honor Agreement Off Flag is ticked.
- Minimum Count and More Included raise it; people added or excluded by hand change it.
- In a shared directory, a group or license counts everyone unless Limit to Filtered Users is ticked.
- The count did not change after a change in the directory: check Do Not Update Count, and on the Prorate Options tab Freeze Updating and Hold Addition Contact Drops until After Invoicing, which hold changes until invoicing.
Configuration contacts do not change
Section titled “Configuration contacts do not change”- The mode is Do not change Configuration Contacts, or the configuration is not a workstation, desktop, laptop or computer, is inactive or retired, or has no last login.
- The API member lacks Companies and Contacts → Configurations → Edit: All; the company’s settings say so.
- At most 50 change per sync; the rest follow.
See Set configuration contacts.
A mapping says its source was removed
Section titled “A mapping says its source was removed”It is detached. Click Select New Group (or License) and choose one from a current source, or remove the mapping. See Add a company.