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:
- Go to API Permissions > Add a permission
- Choose Microsoft Graph > Application permissions
- 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.