Troubleshooting Guide: Active Directory (AD) Sync Error "The Connection Failed"

AD Sync keeps your platform users updated with Microsoft Azure AD. The “Connection Failed” error usually happens because of:


  • Wrong credentials
  • Expired client secret
  • Missing permissions
  • Wrong tenant or group selection

Follow these Steps to Diagnose and Resolve the Issue.


Step 1: Verify Credentials


Actions:

  • Use the Application (Client) ID and Directory (Tenant) ID - not the Object ID.
  • Copy the newly created Client Secret Value (from step 6 in our guide) - not the Secret ID.

Common Issues: Copy-paste mistakes, extra spaces, wrong IDs.

Expected Result: Platform connects successfully to Azure AD.

Need help? Visit our Microsoft AD Integration Guide.


Step 2: Check Client Secret Expiry


Action: Make sure your client secret is still valid in Azure. Renew it if expired.

Common Issue: Expired secrets block authentication.

Expected Result: Connection works with an active secret.


Step 3: Confirm API Permissions


Action:

  1. Go to API Permissions > Add a permission
  2. Choose Microsoft Graph > Application permissions
  3. Select Directory > Directory.Read.All and click Add permissions

*This is the only permission our platform needs.

Common Issue: Missing permission or admin consent not granted.

Expected Result: Platform can read directory data for sync.


Step 4: Verify Tenant Selection


Action: Make sure the correct Azure AD tenant is selected in the platform.

Common Issue: Wrong tenant stops syncing with the intended users.

Expected Result: Sync works with the correct tenant.


Step 5: Validate Group ID Configuration (If Using Group Sync)


Action: Enter the correct Object ID of the AD group in the sync configuration.

Common Issue: Wrong Group ID prevents correct user mapping.

Expected Result: Only the intended users/groups are synced.


Step 6: Capture Details for Support (If Unresolved)


Action: If the error persists, capture the following:

  • Screenshots of your sync setup
  • The full error message
  • Optionally, a short Loom video showing the issue

Next Step: Send these to support@goldphish.com for further assistance.


Quick Checklist


✅ Credentials match Azure AD

✅ Client secret is valid

✅ Directory.Read.All permissions granted & admin consent given

✅ Correct Azure AD tenant selected

✅ Group Object ID (if used) is correct

✅ Screenshots/videos ready if reaching out to support@goldphish.com.


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