What GCDS information do I need before contacting support?

If you're unable to configure and run Google Cloud Directory Sync (GCDS) first try and resolve the problem using Configuration Manager or the information in Troubleshoot common GCDS issues

If the problem persists, collect the following information and contact support for help:

1. The version number of GCDS you are running

You can find this in Configuration Manager by going to Helpand thenAbout, or you can run the sync-cmd -V command. Make sure you are using the latest version before contacting support. In many cases, the issue is solved in a newer version. For details on the latest version, see What's new in GCDS.

2. A description of the issue you're seeing and the affected entities

What do you want to occur? What is occurring? What types of data are affected? 


  • We expected the user Jen Smith (jsmith@solarmora.com) to be unmodified, but GCDS deleted that user.
  • We expected GCDS to set the home address of jsmith@solarmora.com to 1600 Amphitheatre Parkway, Mountain View, California, but GCDS instead set it to California.

3. LDAP Data Interchange Format (LDIF) dump

If the issue affects specific objects, include an attribute export and, if necessary, attribute data for an affected object. If you are using Microsoft Active Directory, you can export this data using the LDIFDE command.

4. The current XML configuration file you are using

The default name of this file is Untitled-1.xml and it is located in the GCDS user's profile folder (Windows) or homedir (Linux).

5. The brand and version of the LDAP directory server you're using

6. The operating system on the machine where GCDS is running

7. A trace-level synchronization log file

To enable trace-level logging:

  1. On the Logging page of Configuration Manager, change Log Level to TRACE.
  2. Change the log file name to a different name, so a new log file is created in the next sync. This ensures that older, irrelevant syncs are not included.
  3. In Configuration Manager, open the Sync page.
  4. If the issue occurs when running a simulation, click Simulate sync. If the issue only occurs when running a full sync, click Sync & apply changes.

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