Diagnostic Checklist: Sync and Mapping Troubleshooting

Modified on Tue, Apr 22 at 10:48 AM

If you're still encountering issues post-update, follow this step-by-step checklist to reverse-engineer and troubleshoot your sync process. These steps are derived from our v4.8 update guidance.

1. Confirm Update Deployment

Verify that your tenant is on the v4.8 (April 15th, 2025) version.
Confirm that all solution packages were updated correctly in Dynamics.
Clear cache and reset browser if UI changes are not visible.

2. Check Subscription Sync Logs

Navigate to Common > Reports > Subscription Sync Report.
Identify and note any errors or failed sync attempts.
Confirm timestamp of the last successful sync.

3. Validate Unit Groups

Go to Admin > Unit Groups.
Review the Subscription unit group for:
- Monthly, Annual, Quarterly, Triennial, Annual-Monthly, Annual-Annual, etc.
Ensure that all of the units are based on monthly and have the appropriate period of time set for them

4. Validate Unit Mapping Configuration

Go to Admin > Product Catalog > Unit Mapping.
Review each product line for:
- Matching Partner Center Offer ID to Work 365 SKU
- Correct Unit of Measure
- Accurate Billing Frequency (Monthly/Annual)
Ensure that mappings are not duplicated or pointing to deprecated offers.
Make sure Annual and Triennial are at the bottom of their respective unit mapping

5. Validate Price Lists

Go to Admin > Product Management > Price Lists.
Each price list should have the products set to the appropriate Unit
Each Price List should contain only one market.
If segment, market, and provider are not assigned to the price list then it will not come into consideration for these flows

6. Manually Sync Test Subscription

Select a recent subscription that failed or didn't update.
Use the "Resync from Partner Center" button.
Observe if the changes reflect in Work 365 post-sync.

7. Review Provisioning Rules

Check Provisioning Group setup under Admin settings.
Ensure there are no conflicts or overrides that bypass mapped rules.

8. Cross-Verify with Partner Center

Log into Partner Center and check the subscription details.
Confirm they match what’s reflected (or expected to be reflected) in Work 365.

9. Check Background Jobs & Service Health

Validate that background services (e.g., Azure Automation jobs, if applicable) are running correctly.
Review any Dynamics workflows or plugins related to provisioning.

Still Experiencing Issues?

If you've completed all the above steps and are still facing issues, please contact our support team with:

Screenshots of your unit mapping
A specific example of a failed or inaccurate sync
Timestamps of when the issue occurred