When Microsoft Entra ID (formerly Azure AD) sync issues arise, it can prevent users from properly accessing the Pinnacle Series LMS. This guide outlines key support workflows and knowledge points to troubleshoot, resolve, and communicate confidently with IT teams.

Common Sync Issues

• Custom attribute not syncing to Pinnacle Series
• User appearing in Entra ID but missing from Pinnacle Series
• Mismatch between group membership and user access in LMS
• Changes to attributes not reflected in LMS after sync
• New users added in Entra ID not showing in Pinnacle Series

Core Troubleshooting Steps

1. Confirm the user exists in Microsoft Entra ID with the correct custom attribute(s).
2. Check the “ExtensionAttribute1” (or other mapped attribute) is populated and matches the configuration in Pinnacle Series.
3. Verify the sync connector and mappings in Azure are set up to include that attribute.
4. Ensure the attribute is added to the Entra ID provisioning app mapped to Pinnacle Series.
5. Validate that the provisioning logs in Entra ID show the expected user and attribute values.
6. Run a manual sync if needed and verify timestamps update.
7. In Pinnacle Series, go to Admin Portal → User Management and search using known attribute values.
8. Review sync errors in the Admin Portal’s log viewer (if enabled).

Quick Knowledge Points

• Custom attributes such as ExtensionAttribute1 must be explicitly mapped in Entra ID’s provisioning configuration.
• Microsoft Entra provisioning sync is not instant—expect delays of up to 40 minutes.
• You can test attribute population using Microsoft Graph Explorer or by viewing the user’s JSON object in Azure.
• Pinnacle Series supports using attributes for group logic, targeting permissions or content delivery.
• Attribute changes in Entra ID won’t apply retroactively in Pinnacle until the next sync occurs.

What to Ask the Customer

Before escalating a ticket, collect the following:

• Entra ID username/email of the affected user
• Expected value for the custom attribute (e.g., Department, Country)
• A screenshot of the user in Microsoft Entra ID showing the attribute
• Date/time they expected the change to take effect
• Whether a manual sync has already been attempted

Pro Tips for Support Agents

• Use empathy when users are locked out—remind them you're working with IT to resolve it quickly.
• Keep a saved text snippet explaining the sync delay and attribute mapping process.
• If the attribute appears blank in Pinnacle, it's likely a mapping issue—not a user problem.
• Entra ID sync logs are often the best source of truth—ask the IT team for access if needed.
• When possible, test the attribute using your internal tenant and known users.

Related Article(s):

Choosing the Right Entra ID Sync Attributes for Pinnacle Series

Scheduling Entra ID Sync with Pinnacle Series

User Management Enhancements in Microsoft Entra ID

Managing Entra ID Custom Attributes for Pinnacle Series