Stale 'inactive' Cloud Sync agent is blocking new configuration

Question

Stale 'inactive' Cloud Sync agent is blocking new configuration

Gleno Salcedo Pavanello 0

Hello Support Team,

We are trying to set up a new Microsoft Entra Cloud Sync configuration. We have a stale agent record that is blocking us.

Problem: A previous agent on machine W25RDP.tudob2b.local was uninstalled. The agent now correctly shows as 'inactive' in the Cloud Sync > Agents blade. However, when we try to create a new configuration, our domain (tudob2b.local) is not listed for selection, preventing us from proceeding.

Troubleshooting Attempted:

The agent object is 'inactive' but still seems to be blocking the creation of a new configuration for the associated domain.
We tried to manually remove the agent object via Microsoft Graph PowerShell but encountered error AADSTS650053 (scope does not exist) for both "OnPremisesPublishing.ReadWrite.All" and "OnPremisesProvisioning.ReadWrite.All", preventing API-level management.

Request: We need Microsoft Support to please forcibly remove the stale agent record for machine W25RDP.tudob2b.local from our tenant's backend. This record, even while inactive, is preventing us from setting up our synchronization.

Gleno Salcedo Pavanello 0 Pontos de reputação

2025-07-16T15:09:42.2733333+00:00

Update: We have found additional evidence of a permissions issue in our tenant. When trying to access the 'Cloud Sync > Insights' tab, as a Global Administrator, I receive an 'Error code 401 - Unauthorized'. This confirms the issue is broader than just the Graph API scopes.

Session ID for the 401 error: ee279729a1d4c9595b9cd2e6fd32032
Raja Pothuraju 47,820 Pontos de reputação Funcionário da Microsoft Moderador

2025-07-22T15:25:48.2766667+00:00

Hello Gleno Salcedo Pavanello,

Could you please share the exact error you're encountering when trying to set up a new Cloud Sync configuration?

You mentioned seeing an inactive agent in the Portal UI. Please note that any connectors or agents marked as inactive will be automatically removed after 10 days of inactivity.

Since there's no active agent currently available in Azure, you won’t be able to create a new Cloud Sync configuration. To proceed, please reinstall the agent on your server by following the steps in the link below:

Install Cloud Sync Agent – Microsoft Docs

Regarding the Error Code 401 - Unauthorized shown under the Cloud Sync > Insights tab, this behavior is expected if there is no Azure subscription aligned with your account. The Insights tab requires Azure Monitor to ingest and display logs. Please check whether you have an Azure Monitor Log Analytics workspace configured to utilize this feature.
Raja Pothuraju 47,820 Pontos de reputação Funcionário da Microsoft Moderador

2025-07-28T12:57:57.39+00:00

Hello Gleno Salcedo Pavanello,

Just checking in to see if below information was helpful. If you have any further updates on this issue, please feel free to post back.

1 resposta

Sua resposta

Gleno Salcedo Pavanello 0 Pontos de reputação

2025-07-16T15:09:42.2733333+00:00

Update: We have found additional evidence of a permissions issue in our tenant. When trying to access the 'Cloud Sync > Insights' tab, as a Global Administrator, I receive an 'Error code 401 - Unauthorized'. This confirms the issue is broader than just the Graph API scopes.

Session ID for the 401 error: ee279729a1d4c9595b9cd2e6fd32032
Raja Pothuraju 47,820 Pontos de reputação Funcionário da Microsoft Moderador

2025-07-22T15:25:48.2766667+00:00

Hello Gleno Salcedo Pavanello,

Could you please share the exact error you're encountering when trying to set up a new Cloud Sync configuration?

You mentioned seeing an inactive agent in the Portal UI. Please note that any connectors or agents marked as inactive will be automatically removed after 10 days of inactivity.

Since there's no active agent currently available in Azure, you won’t be able to create a new Cloud Sync configuration. To proceed, please reinstall the agent on your server by following the steps in the link below:

Install Cloud Sync Agent – Microsoft Docs

Regarding the Error Code 401 - Unauthorized shown under the Cloud Sync > Insights tab, this behavior is expected if there is no Azure subscription aligned with your account. The Insights tab requires Azure Monitor to ingest and display logs. Please check whether you have an Azure Monitor Log Analytics workspace configured to utilize this feature.
Raja Pothuraju 47,820 Pontos de reputação Funcionário da Microsoft Moderador

2025-07-28T12:57:57.39+00:00

Hello Gleno Salcedo Pavanello,

Just checking in to see if below information was helpful. If you have any further updates on this issue, please feel free to post back.

Answer 1

Hello Gleno Salcedo Pavanello,

Could you please share the exact error you're encountering when trying to set up a new Cloud Sync configuration?

You mentioned seeing an inactive agent in the Portal UI. Please note that any connectors or agents marked as inactive will be automatically removed after 10 days of inactivity.

Since there's no active agent currently available in Azure, you won’t be able to create a new Cloud Sync configuration. To proceed, please reinstall the agent on your server by following the steps in the link below:

Install Cloud Sync Agent – Microsoft Docs

Regarding the Error Code 401 - Unauthorized shown under the Cloud Sync > Insights tab, this behavior is expected if there is no Azure subscription aligned with your account. The Insights tab requires Azure Monitor to ingest and display logs. Please check whether you have an Azure Monitor Log Analytics workspace configured to utilize this feature.