What GCDS information do I need before contacting support?

If you're unable to configure and run Google Cloud Directory Sync (GCDS), first try to resolve the problem yourself:

• Use Configuration Manager to create, test, and run a synchronization. Learn more
• Use the Help Center to troubleshoot common GCDS issues. Learn more

Prepare to contact support

If the problem persists, collect the following information before you contact support for help.

Step 1: Check GCDS version

Before you contact support, make sure you're running the latest version of GCDS. In many cases, the issue is solved in a newer version. For details on the latest version, see Google Cloud Directory Sync release notes.

To find your version number, take one of the following steps:

• Open Configuration Manager and go to Help About.
• Run the sync-cmd -V command.

Step 2: Try sync again with Directory API Explorer

GCDS interacts with the Directory API to synchronize data between your organization's Directory and users, groups, and other external contacts that you set up in Directory. If your issue occurs during a sync, you can use the Directory API Explorer to try the sync again and determine whether the issue is with GCDS or the Directory API. For details, go to Admin SDK: Directory API.

Step 3: Give issue description & affected entities

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

Examples

• We expected the user Alex (alex@example.com) to be unmodified, but GCDS deleted that user.
• We expected GCDS to set the home address of alex@example.com to 1800 Amphibious Blvd, Mountain View, CA 94045, but GCDS instead set it to California.

Step 4: Export 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're using Microsoft Active Directory, you can export this data using the LDIFDE command. For details, see How do I export data from the LDAP directory?

Step 5: Report current XML config file

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

Step 6: Include LDAP server & OS details

• Include the LDAP directory server brand and version you're using.
• Let us know the operating system of the machine where GCDS is running.

Step 7: Gather 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 only occurs when running a:
   • Simulation—Click Simulate sync.
   • Full sync—Click Sync & apply changes.

Next step

Contact Google Workspace support