SharePoint User Profile Sync with AD

Question

Hello Community!

We have been experiencing sync issues with our people web parts throughout M365. I have read that we have no control over this and may need Microsoft support to help but thought I'd try here first.

When using the People web part on a site, sometimes the name and title of that person are correct but when you hover over the name, the title reverts back to their old one and displays all their old contact info.
When emailing that person, only their old information displays. Same issue when adding that person to site permissions.

Some others, their title still shows the old one even when Active Directory shows their current title.

I am the SP Admin but not a global admin so I can't access AD. We have worked together in the past to try to find differences but the user profile properties match both in SharePoint and AD. Can't figure out why this is happening on some and not all.

If anyone could provide some insight, it would be much appreciated!

Answer 1

Hello,

Thank you for posting in Q&A forum.

Based on your description, there are a few steps you can take to try to resolve or further diagnose the issue:

1. Check User Profile Sync: Make sure the User Profile Service Application (UPA) in SharePoint is syncing correctly with Active Directory. Sometimes there can be delays or issues with the sync process that prevent updated information from flowing from AD to SharePoint.
2. Clear SharePoint Profile Cache: Sometimes old information is displayed because it is cached. Clearing the User Profile Service Application cache in SharePoint may help update the displayed information.
3. Microsoft Graph API: Verify that the information retrieved through the People Web Part matches the information seen through the Microsoft Graph API query. You may need the assistance of a global administrator to do this. Comparing the results can help determine if the problem is on the API side, SharePoint side, or AD side.
4. Profile Update in Delve: Ask the affected users to manually update their profile information directly through Delve (part of Office 365). Manual updates in Delve may help push the correct information to other services.
5. Outlook and Teams cache: Because this issue affects email, it may also be associated with contact data being cached in Outlook or Teams. Clearing the local cache for these applications may help. For Outlook, you can clear the cache through the local user profile settings. For Teams, sign out and then sign back in to refresh the cache.

I hope the information above is helpful.

Best Regards,

Yanhong Liu

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Answer 2

Hi Yanhong,

Thank you so much for your reply! I am so very sorry for the delay; I thought I would receive an email when a response was posted. If I did, it must've been quarantined.

#1 and #2 - I am the SharePoint administrator, could you please tell me where to go in the admin center to do this? It's affecting the entire tenant not just one site collection.

#3 - I will ask my global admin if he knows how to do this.

#4 - The information that's incorrect in Delve are not editable by the employee.

#5 - Assuming our global admin can't clear or refresh the cache for everyone? Each user will need to do this?

Thank you so much for your quick response and again sorry for not receiving it.

Rebekah