--- title: "Sync and data issues" slug: "sync-and-data-issues-in-tenant-manager" updated: 2026-11-02T06:53:54Z published: 2026-11-02T06:53:54Z canonical: "docs.turbo360.com/sync-and-data-issues-in-tenant-manager" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.turbo360.com/llms.txt > Use this file to discover all available pages before exploring further. # Sync and data issues ## Overview This article collects the problems people meet when a sync does not start or finish, or when a page shows empty, missing, or unexpected values, and how to fix them. Each item names the message or behavior you see, the cause, and the fix. ### Business value Every page, alert, and report in Tenant Manager depends on the last sync. Knowing how to read a sync result and fix a missing permission gets figures back on track without a support request. ## How it works Tenant Manager works from the data saved by the last sync, and it asks Microsoft for permission to read each kind of data. Many problems trace back to a sync that has not finished or has failed, a Microsoft permission that was not granted, or a role that lacks **Manage tenants**. Start by checking the **Last synced** time and the icon next to it. A warning or error icon means the last sync logged an issue, and hovering over it shows what it was. For default values and fixed rules, see [Limits and defaults](https://docs.turbo360.com/docs/limits-and-defaults-in-tenant-manager). ## Troubleshooting ### Syncing These problems relate to starting a sync and reading its result. For more, see [Syncing a Microsoft 365 tenant](https://docs.turbo360.com/docs/syncing-a-microsoft-365-tenant) and [How data sync works](https://docs.turbo360.com/docs/how-data-sync-works). 1. **Sync is disabled, or a sync cannot be started.** Cause: Four different things can block a sync. Find your case below. - Your role doesn't include **Manage tenants** on the tenant. Fix: Ask an administrator who can manage Tenant Manager access, such as a module owner, to grant the permission. - "The sync could not be started. Nothing has been changed." Tenant Manager could not queue the sync. Fix: Try again after a few minutes. If it continues, contact Turbo360 support. - "This tenant cannot be synced: it is being deleted, or its saved credential is no longer in Settings." The tenant is being deleted, or its saved service principal was removed. Fix: Reload the page. If the tenant still shows, select **Edit** and enter a working client secret, or delete the tenant and connect it again. - "Turbo360 could not be reached, so the sync was not started. Check your connection and try again." The request did not reach Turbo360. Fix: Check your connection and select **Sync** again. 2. **Last synced doesn't change, a warning or error icon appears next to it, or a page shows "Waiting for first sync".** Cause: The sync is still queued, or it failed. A failed sync keeps the data from the last successful sync. The last sync can also log one or more issues. Fix: Wait a few minutes and check the icon next to **Last synced**. Hover over the icon to read the issues, fix the cause, and then select **Sync**. Syncing needs the **Manage tenants** permission. What you may see with it: - The icon is an amber warning icon on the tenant page and a red error icon on the **Tenants** list. Neither tells you whether the sync failed or finished with issues. A tenant without Microsoft Entra ID P1 doesn't get the icon because of that. - "Waiting for first sync" or "No users synced yet" means the tenant has not completed a sync, or it has no paid licenses. Fix: Run a sync, or wait for the next one. - On the Home card, "No sync has run yet. Seat and license figures appear after the first sync." and "The first sync is running. Seat and license figures appear when it finishes." need no action, because the figures appear when the first sync finishes. "No licenses are purchased on the connected tenants yet." means the connected tenants have no purchased licenses. 3. **The icon next to Last synced shows a message about throttling, the client secret, or the app registration, or a message says the first sync could not be queued.** Cause: The sync could not sign in to Microsoft, or Microsoft is still throttling the requests after four attempts. - "The client secret is wrong. The secret ID was probably copied instead of the secret value." or "The client secret has expired. Create a new one. An expired secret cannot be recovered." Fix: Replace the secret in **Edit** and validate it. For the full steps, see [Tenant connection issues](https://docs.turbo360.com/docs/tenant-connection-issues-in-tenant-manager). - A message that the requests are still being throttled after four attempts, and that the sync stopped instead of retrying. Fix: Wait. The next scheduled sync tries again, or select **Sync** later. - A message that the tenant is connected but its first sync could not be queued, because Tenant Manager saved the tenant but could not queue the first sync. Fix: No action is needed. The tenant syncs at the next scheduled time. To get data sooner, select **Sync** on the tenant. ### Reading data These problems appear when a page shows empty, missing, or unexpected values. For more, see [Explore users](https://docs.turbo360.com/docs/explore-users-in-tenant-manager) and [Change tracking](https://docs.turbo360.com/docs/change-tracking-in-tenant-manager). 1. **Last activity, MFA, or Renews shows "Not known" or "NA", or the changes tab shows "No changes recorded yet".** Cause: The connection is missing a Microsoft permission, or the tenant hasn't synced since it was granted. Find your case below. - Last activity and MFA show "Not known", and some filters are turned off, when the connection doesn't have the AuditLog.Read.All permission, or the tenant has no Microsoft Entra ID P1, so Microsoft doesn't provide sign-in data. Without sign-in data, Never signed in and Inactive list nobody on the Users tab, and usage reports do not stand in. Idle Copilot and swap recommendations still use usage reports, which cover only Exchange, SharePoint, Teams, and OneDrive and need the Reports.Read.All permission. Fix: Grant the missing permission with admin consent on the app registration, and then sync the tenant. Sign-in data also needs Microsoft Entra ID P1 or P2. - Renews shows NA when the connection doesn't have the permission that lets Tenant Manager read renewal dates. Fix: Grant the permission named in Explore licenses, and then sync the tenant. - "No changes recorded yet" means no audit records are stored for the tenant yet, or the connection doesn't have the AuditLog.Read.All permission, so the audit log can't be read. In that case the tiles show NA or 0, and the sync issue tooltip next to **Last synced** and on the **Tenants** list shows what is missing. Fix: Grant AuditLog.Read.All with admin consent, and then sync the tenant. After you grant it, only the last 30 days of changes (about 7 days without Microsoft Entra ID P1) can be recovered. If the permission is already granted, sync the tenant. 2. **A banner says that Turbo360 couldn't read the stored data, or a message says that some data could not be loaded.** Cause: Reading the saved data of the tenant failed, or part of the page data could not be loaded, so the list may be incomplete. A new sync doesn't help, because the data comes from the last sync. Fix: Follow the advice in the banner. It tells you to reload the page, check your connection, or ask your administrator to check your role and scope. If the message returns after a reload, check that your Tenant Manager access covers this tenant. A message that reads "This tenant is outside your Tenant Manager access" means your role isn't granted on it. If the banner says the sync itself isn't the problem and the error keeps returning after a reload, contact support with the time it happened. ## Related articles - [How data sync works](https://docs.turbo360.com/docs/how-data-sync-works) - [Syncing a Microsoft 365 tenant](https://docs.turbo360.com/docs/syncing-a-microsoft-365-tenant) - [Explore users](https://docs.turbo360.com/docs/explore-users-in-tenant-manager) - [Explore licenses](https://docs.turbo360.com/docs/explore-licenses-in-tenant-manager) - [Change tracking](https://docs.turbo360.com/docs/change-tracking-in-tenant-manager) - [Limits and defaults](https://docs.turbo360.com/docs/limits-and-defaults-in-tenant-manager) - [Tenants and syncing FAQs](https://docs.turbo360.com/docs/tenants-and-syncing-faqs-in-tenant-manager) - [Tenant connection issues](https://docs.turbo360.com/docs/tenant-connection-issues-in-tenant-manager)