Troubleshooting Synchronization Problems

The portal has scheduled tasks to sync to get the rules set and communicate with external services. If some rule set does not appear on the portal, please navigate to "Settings & Reporting" -> "Organization Management". Follow these actions for specific cases that are explained below:

1 - Re-save Settings and Force Run All Tasks for Re-synchronize

On the portal, if rules and settings have not appeared properly please navigate to "Settings & Reporting" -> "Organization Management" and click on the "Re-save All Settings" and "Force Run All Tasks with Interval Below 61 Minutes". This action will force the portal to re-save all settings and execute all the rules that have a 1-hour or less run interval.

2 - Re-synchronize the Rule Sets and Templates

On the portal, if one or more rule sets or templates have not appeared, please navigate to "Settings & Reporting" -> "Organization Management" and select the rule set or template under the "Synchronizations Management" section. After the selection, click on the "Clear & Re-Initialize This Sync" button. This action will clear the data and replace it with proper data.

If all the rule sets and templates need to be re-synchronized, click on the "Re-Initialize All Synchronization(s)" button. This action will re-initialize the sync tasks in the background.

3 - Check the Portal Network Communication (On-Premises Only)

The portal should always be able to talk with CyberCyte domains. Please check the server access to "https://clapi.cloudcyte.com". If the connection is approved and the problem still exists, please contact CyberCyte IT support team.

# Testing with curl command
curl https://clapi.cloudcyte.com

# Testing with ping command
ping clapi.cloudcyte.com