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Troubleshooting

It is recommended to use your RMM software to monitor that the CloudPanel Sync Service remains running. If the service stops, then data will not be synced between environments

The sync service on the customer side will log errors to the event viewer and changes that are made in CloudPanel will be logged in the audit trail which you can view on the company overview page.

Passwords not being captured

If you have an issue with the password filter not working, you may need to check that the DLL actually loaded in the system after the reboot. To check that the DLL loaded, please go to System Information and check on the Loaded Modules. You should see a “pwdsyncfilter” listed:

Service Will Not Start

Sometimes you can run into a situation where the service may not run on the domain controller. This could be caused by a couple of reasons:

  • Incorrect information such as the wrong BaseURL was provided. This needs to be in the format of https://url-to-cloudpanel.tld/cloudpanel if you have CloudPanel in a virtual directory, otherwise https://url-to-cloudpanel.tld
  • Did not provide a company code. During the install you should of provided a company code or a commas separated list of company codes. Make sure that there are no spaces between the company codes.

Another reason could be due to a repair done on the install. If a repair was done it could potentially replace the DWORD registry keys with strings:

In order to resolve this, simply delete the REG_SZ keys and recreate them with DWORD values or uninstall and reinstall (not repair).

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