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Troubleshooting
Troubleshoot common issues that can occur.
Data synchronization issues (One Identity Synchronization Tool)
To resolve issues where user attributes are missing or CSV data sources fail to load, you can verify attribute mappings, Microsoft Graph permissions, and local file directory accessibility for the Genetec ClearID™ One Identity Synchronization Tool.

About ClearID
Learn about the ClearID self-service physical access management solution.
What's new
Check out what's new in the latest update to ClearID.
Deployment preparation
Check your compatibility and deployment requirements.
Account configuration
Learn how to configure and customize the ClearID portal.
ClearID plugin
Learn how to download and install the plugin.
Managing identities and users
Learn how to manage identities and users.
Credential synchronization
Managing sites
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Managing visitors
Learn how to manage visit requests and access requests.
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Managing visitor watchlists
Learn how to manage visitor access using watchlists.
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Visitor management devices
Learn about the ClearID Self-Service Kiosk mobile app that simplifies visitor management and check-in.
Troubleshooting
Troubleshoot common issues that can occur.
- Plugin installed, but missing from Security Desk and Config Tool
  To resolve issues where a plugin role is created but its properties and reports are not visible, you can verify local client installation and license certificate validity in Security Desk or Config Tool.
- Plugin role could not find file with certificate
  To resolve issues where the Genetec ClearID™ plugin role fails to start due to a missing certificate error, administrators can verify and apply the required license part in the Config Tool.
- Custom fields not displayed in Security Desk
  To resolve issues where specific data fields are missing from reports or entity profiles, you can verify user privileges and configure visibility settings for custom fields in the Config Tool.
- No active account found for user
  To resolve authentication errors where a user is successfully identified but lacks Genetec ClearID™ permissions, you must grant web portal access to the user's identity
- Visit email notifications not received by visitors
  To resolve issues with missing visitor email notifications, designated approvers can verify and process pending visit or area access requests in Genetec ClearID™.
- Visitor hosts fields in Security Desk are empty
  To ensure that host information is correctly populated in Security Desk reports, you can verify and enable the escort privileges for cardholder groups in Config Tool.
- Connectivity issues (One Identity Synchronization Tool)
  To resolve synchronization failures between identity providers and the cloud, IT administrators can review diagnostic logs and verify API integration or Azure AD connection details for the Genetec ClearID™ One Identity Synchronization Tool.
- Data synchronization issues (One Identity Synchronization Tool)
  To resolve issues where user attributes are missing or CSV data sources fail to load, you can verify attribute mappings, Microsoft Graph permissions, and local file directory accessibility for the Genetec ClearID™ One Identity Synchronization Tool.
- Self-Service Kiosk issues
  To resolve disruptions at the visitor entrance, facility administrators and IT personnel can troubleshoot common check-in failures, camera connectivity errors, and missing visitor invites for the Genetec ClearID™ Self-Service Kiosk.
- Self-Service Kiosk label printer issues
  Restore visitor badge printing by diagnosing and resolving common Brother TD and QL-series hardware failures, including status light errors, media jams, and discovery issues.
Additional resources
Need tech support or product information? Check out these resources.
Glossary

Data synchronization issues (One Identity Synchronization Tool)

2026-05-07

To resolve issues where user attributes are missing or CSV data sources fail to load, you can verify attribute mappings, Microsoft Graph permissions, and local file directory accessibility for the Genetec ClearID™ One Identity Synchronization Tool.

Missing data, name, or email fields

Description: Standard data fields, first and last names, or email addresses are missing after synchronization.

Solution: Review the One Identity Service logs.

Open the One Identity Synchronization Tool, click and then click Open logs folder.
Tip:
You can also open the ConfigurationTool logs manually here:
```
%ProgramData%\Genetec\OneIdentity\Logs\Service
```
Review the logs for error messages related to the missing fields.
To verify that your fields are mapped correctly, see One Identity Synchronization Tool attribute fields.
Verify your Azure AD API permissions.
Ensure your application has the necessary Microsoft Graph read permissions. For a detailed list of required permissions, see About the Azure web app.

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.