Diagnostic Checklist – Sync and Mapping Troubleshooting

Applies To: Work 365 v4.8 and later (Dynamics 365 / Power Platform)
Audience: System Administrators | Billing Teams | Technical Support Engineers

Overview

When synchronization errors or mapping inconsistencies occur between Microsoft Partner Center and Work 365, use this diagnostic checklist to isolate and resolve the root cause. It covers sync failures, product mapping errors, unit mismatches, and provisioning inconsistencies for Work 365 v4.8+.

? Reference: Work 365 Support Portal – Synchronization & Mapping Troubleshooting Guide

Step-by-Step Checklist

✅ 1) Confirm Update Deployment

• Verify the environment is on Work 365 v4.8 (or the target release).

• Ensure all solution packages imported/updated successfully in Dynamics 365 / Dataverse.

• If new UI components are missing, clear browser cache / hard refresh (Ctrl+F5).
  ? Reference: Work 365 Release Documentation

✅ 2) Check Subscription Sync Logs

• Go to Work 365 → Reports → Subscription Sync Report.

• Identify failed sync attempts and error messages.

• Note the timestamp of the last successful sync for affected subscriptions.
  ? Reference: Work 365 Support Portal – Subscription Sync Report

✅ 3) Validate Unit Groups

• Navigate to Admin → Unit Groups.

• Review units (Monthly, Quarterly, Annual, etc.).

• Confirm definitions align (Annual = 12, Quarterly = 3, Monthly = 1 month).

Misconfigured units cause pricing and mapping errors.

✅ 4) Validate Unit Mapping Configuration

• Go to Admin → Product Catalog → Unit Mapping. Confirm each entry has:

  • Correct Partner Center Offer ID

  • Matching Work 365 SKU

  • Accurate Unit of Measure (Monthly, Annual, etc.)

  • Proper Billing Frequency alignment

• Remove duplicates/deprecated mappings.

• Keep Annual/Triennial rules lower in the list to preserve correct priority.
  ? Reference: Work 365 Support Portal – Unit Mapping Guide

✅ 5) Validate Price Lists

• Open Admin → Product Management → Price Lists. Confirm for each list:

  • Products are linked to the correct Unit

  • Each Price List targets a single region/market

  • Segment, Market, and Provider fields are populated
    ? Reference: Work 365 Support Portal – Price List Configuration

✅ 6) Manually Sync a Test Subscription

• Choose a failing/incorrect subscription.

• Click Resync from Partner Center (or equivalent).

• Verify the subscription updates as expected.
  ? Tip: Validate with one record before running bulk syncs.

✅ 7) Review Provisioning Rules

• Go to Admin → Provisioning Groups.

• Check for conflicting/override rules that bypass standard mapping.

• Confirm provider credentials and auth are valid (e.g., Microsoft CSP).
  ? Reference: Work 365 Support Portal – Provisioning Configuration

✅ 8) Cross-Verify Data with Partner Center

• In Microsoft Partner Center, open the corresponding subscription.

• Confirm SKU/Offer ID, Quantity, Billing Term, Effective Date match Work 365.
  ? Reference: Microsoft Learn – Partner Center Subscription Details

✅ 9) Check Background Jobs & Service Health

• Open Work 365 → Administration → Work 365 Jobs; confirm statuses are Succeeded or In Progress.

• In System Jobs or Power Platform Admin Center, ensure related Workflows/Plugins are Active.

• Review Azure Functions/integration telemetry if in use.
  ? Reference: Work 365 Support Portal – Job Monitoring and Recovery

If You’re Still Experiencing Issues

Collect and submit the following to Work 365 Support:

• Screenshots: Unit Mapping, Price List, Subscription records

• Error details and timestamps

• Subscription or Offer IDs

• Partner Center & Work 365 sync logs

? Submit via: Work 365 Support Portal – Submit a Ticket

Summary

This checklist helps you systematically troubleshoot synchronization and mapping issues between Partner Center and Work 365. By validating versions, unit/price mappings, provisioning rules, and background jobs, most issues can be resolved without escalation—restoring accurate provisioning and dependable billing.