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KB-8316: How do I correct "Failed to sync user. Errors are detected while trying to restore the user"?

Centrify Identity Service, App Edition ,  

7 March,17 at 07:54 PM

Applies to:  Centrify Identity Service, App Edition


Question: 

How can an Administrator correct an error in the Centrify Sync Reports that state, "Failed to sync <user> due to: Errors are detected while trying to restore the user. for tenant <tenant ID>"? 


Answer:

This error is caused when a user account on the O365 Portal is deleted/in the recycle bin.  Trying to sync the user account (re-provision) results in the error.

To fix the issue, an Administrator will need to do the following;

1.  Restore the user account in O365.  While this can be attempted from the O365 user interface, it is recommended to use Azure Active Directory PowerShell:
$cred = get-credential 
Note: When you're prompted, enter your Office 365 credentials.
Connect-MSOLService -credential:$cred 
Get-MsolUser –ReturnDeletedUsers 
Restore-MsolUser -UserPrincipalName <string> -AutoReconcileProxyConflicts -NewUserPrincipalName <string>
Note:  <string> is the value for UserPrincipalName given for the user in the previous command

2.  Check the Office 365 Portal to ensure the user account is now in Active Users.

3.  In the Centrify Admin Portal, run a "Sync All Apps" for the affected user.

4.  Verify that the user can login.

Note:  For additional details, see the following Microsoft KB (provided as a courtesy):

https://support.microsoft.com/en-us/help/2619308/how-to-troubleshoot-deleted-user-accounts-in-office-365,-azure,-and-intune   
 

For additional information not covered in this guide or troubleshooting assistance, please review Centrify Online Help or visit the Customer Support Portal at https://www.centrify.com/support/customer-support-portal.

Still have questions? Click here to log a technical support case, or collaborate with your peers in Centrify's Online Community.