Edge Sync Issue

Question

Edge Sync Issue

Anusha 0

We've encountered a sync issue at our organization. It's affecting most accounts syncing. The message indicates that sync is unavailable for these accounts, and the sync option is completely grayed out. There isn't any specific group policy for Microsoft Edge that could affect the sync feature. I've tried rebuilding the Edge profile, updating it to the latest version, clearing cookies and cache, and even reinstalling Edge, but the issue still persists. Interestingly, the sync status is fine on personal profiles. Any suggestions?

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Answer 1

Raina Zhao - MSFT 2,885 Microsoft External Staff

Hi @Anusha ,

According to the error message you described, the issue seems to be related to the account configuration options. You could follow the troubleshooting steps in this article, and check if the issue would be fixed.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. Best Regards, Raina Zhao

Anusha 0 Reputation points

2024-02-01T09:59:55.1433333+00:00

Hi Raina, thanks for your response. I've done the first steps troubleshooting from the provided link but still no luck. However, I've noticed Sync Feature Enabled is set as False and it's not same for all accounts and as I mentioned earlier there is not any specific group policy applied to Edge. Please let me know if you have any suggestion.
Raina Zhao - MSFT 2,885 Reputation points Microsoft External Staff

2024-02-02T08:04:52.7133333+00:00
Hi @Anusha ,

What's the difference among accounts? Are the types of all accounts at your organization the same?

Are you performing these troubleshooting steps by a tenant admin?

Additionally, please check if you have met the following prerequisites for enabling Microsoft Edge sync:

Microsoft Edge version that supports the desired sync functions

Subscription to a cloud service in a supported environment

Azure Information Protection (AIP) (P1 or P2)

Please refer to Configure Microsoft Edge enterprise sync for more details.
Anusha 0 Reputation points

2024-02-06T09:04:25.86+00:00

Hi Raina, Confirming that all the accounts are configured and created in the same way, and the sync issue started last month. For any freshly created accounts, there is a sync issue. Additionally, I've already checked the prerequisite criteria, and it meets all the criteria.
Anusha 0 Reputation points

2024-02-06T09:04:54.3166667+00:00

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Raina Zhao - MSFT 2,885 Reputation points Microsoft External Staff

2024-02-07T07:20:49.77+00:00
Hi @Anusha ,

To narrow down the issue, could you please provide some screenshots on the following pages?

edge://policy

edge://signin-internals

edge://sync-internals
Anusha 0 Reputation points

2024-02-08T00:45:01.1633333+00:00

Please find the attached screenshots: edge/policy

Signin-internals

Sync-internals
Raina Zhao - MSFT 2,885 Reputation points Microsoft External Staff

2024-02-09T08:01:06.8266667+00:00

Hi @Anusha ,
From the screenshots, the account type is AAD. Please help check if you meet the criteria in the supported environment.
Anusha 0 Reputation points

2024-02-12T04:03:10.6566667+00:00

confirming I meet the criteria for the supported environment as ESR is enabled for the accounts. .
Raina Zhao - MSFT 2,885 Reputation points Microsoft External Staff

2024-02-13T03:18:26.1333333+00:00

Hi @Anusha , Thanks for your information. Based on your scenario, we recommend you could raise a support ticket here for more help. Thanks for your cooperation.

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Edge Sync Issue

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