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Troubleshooting
Troubleshoot common issues that can occur.
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.

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
Learn how to manage sites.
Managing visitors
Learn how to manage visit requests and access requests.
Managing areas
Learn how to manage areas.
Managing visitor watchlists
Learn how to manage visitor access using watchlists.
Role-based access control
Learn about role-based access control.
Connecting to other systems
Learn how to connect ClearID to other systems.
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

Connectivity issues (One Identity Synchronization Tool)

2026-05-07

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.

To help you troubleshoot the issue, learn about the possible causes and their respective solutions.

Unable to connect to Genetec ClearID

Description: The synchronization tool is unable to connect to ClearID.

Solution: Review the One Identity ConfigurationTool 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\ConfigurationTool
```
Review the One Identity ConfigurationTool logs for error messages related to ClearID connectivity issues.
Check your API integration connection.
1. Click Administration > Automation and select your API integration.
2. Check that your API integration key and Client ID details are correct.
Verify your ClearID connection settings.
If you need to reload your activation file or verify that your proxy server configuration isn't blocking the connection, see Configuring connection settings for ClearID.

Unable to connect to Azure AD

Description: The synchronization tool is unable to connect to Azure Active Directory.

Solution: Review the One Identity ConfigurationTool 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\ConfigurationTool
```
Review the One Identity ConfigurationTool logs for error messages related to Azure AD connectivity issues.
Verify your Azure AD application connection details.
Ensure your Tenant name, Client ID, and App key exactly match your Microsoft Azure registration. For a detailed reference of these required values and API permissions, see About the Azure web app for ClearID One Identity Synchronization Tool.