Data synchronization issues (One Identity Synchronization Tool)

2026-01-22Last updated

If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your service logs for errors. To help you troubleshoot the issue, learn about the possible causes and their respective solutions.

Missing data fields

Description: Data fields are missing.

Solution: Review the One Identity Service logs.
  1. Open the One Identity Synchronization Tool, click Three vertical white dots. and then click Open logs folder.
    Tip:
    You can also open the ConfigurationTool logs manually here: 
    %ProgramData%\Genetec\OneIdentity\Logs\Service
  2. Review the One Identity Service logs for error messages related to missing data fields.

    For more information about attribute fields, see One Identity Synchronization Tool attribute fields.

  3. Check your Azure AD API permissions.

Missing name fields (first name, last name)

Description: The first name or last name field is missing.

Solution: Review the One Identity Service logs.
  1. Open the One Identity Synchronization Tool, click Three vertical white dots. and then click Open logs folder.
    Tip:
    You can also open the ConfigurationTool logs manually here: 
    %ProgramData%\Genetec\OneIdentity\Logs\Service
  2. Review the One Identity Service logs for error messages related to name fields.

    For more information about attribute fields, see One Identity Synchronization Tool attribute fields.

  3. Check your Azure AD API permissions.

Missing email addresses

Description: Email address fields are missing.

Solution: Review the One Identity Service logs.
  1. Open the One Identity Synchronization Tool, click Three vertical white dots. and then click Open logs folder.
    Tip:
    You can also open the ConfigurationTool logs manually here: 
    %ProgramData%\Genetec\OneIdentity\Logs\Service
  2. Review the One Identity Service logs for error messages related to email address fields.

    For more information about attribute fields, see One Identity Synchronization Tool attribute fields.

  3. Check your Azure AD API permissions.

File path is not valid

Description: User permission issues occurred when using CSV files as the data source for Identities because the file path is not valid.
Data source configuration dialog in the ClearID One Identity Synchronization Tool with the file path is not valid error message highlighted.

Solution: As a best practice to avoid user permission issues when using CSV files with the ClearID One Identity Synchronization Tool, save your files to a C: or C:\temp folder. Do not save your CSV files in user-controlled file or folder locations (c:\Users or desktop) or you might encounter user permissions issues due to an invalid filepath.