Troubleshoot a missing user after synchronizing users
Overview: This article outlines troubleshooting steps you should complete if you have clicked the “Synchronize users” button but a user is not appearing as expected.
Items to check
- Is the user configured properly in your CRM? Do they have a unique email address? Are they active?
- Is the user’s email address assigned to any other users which have already synchronized into the CRM? Scan through all of the users in the users list and hover over each email address to see the CRM user ID.
- Is the user’s CRM ID already assigned to another user which was synchronized? Scan through all of the users in the users list and hover over each email address to see the CRM user ID. This can happen if you reuse an existing user in your CRM for a new user account. If this is the problem, you will need to first disable and remove the old user.
- Is the user already a Tenfold user but in a different org? This can happen if they signed up with another account or if someone else in your team signed up and ran “synchronize users”.
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