Active directory sync unsuccessful: deleted users and group membership changes not updating in hexnodeSolved

Participant
Discussion
5 months ago Jan 12, 2026

our AD sync in hexnode has been failing for several days. New users and password changes seem to work, but new users do not show up in the portal until they enroll a device. Users deleted from AD still remain in hexnode, and group membership changes made after device enrollment are not syncing back to the portal. 

Initial group membership is picked up when a user enrolls for the first time. after that, user attributes and group changes do not update. we already ruled out AD permissions, firewall rules, and recent Windows updates. manual sync does move to in progress, the selected OUs are still there, and I was able to add and remove an ou from the portal just fine. Has anyone seen this with the hexnode AD agent or cloud broker setup? 

Replies (3)

Marked SolutionPending Review
Participant
5 months ago Jan 13, 2026
Marked SolutionPending Review

If the sync reaches in progress and the portal can add or remove OUs, your AD connectivity and permissions are definitely functioning. In our case, this exact behavior was resolved after ensuring our hexnode portal was running the latest available version. Once they updated our portal, a fresh active directory sync successfully processed user deletions, group membership updates, and user attribute changes. 

Marked SolutionPending Review
Hexnode Expert
5 months ago Jan 13, 2026
Marked SolutionPending Review

Hi @ace_98,

As @casper mentioned, if the synchronization status reaches ‘In Progress‘ and organizational unit operations are functioning normally, the directory connection is stable. This specific behavior regarding user deletions and group membership updates is typically resolved by updating the Hexnode portal to the latest build.

Once your portal is on the latest version, please run a fresh synchronization using these steps:

  1. Navigate to Admin > Active Directory.
  2. Click the gear icon next to the configured domain.
  3. Select Sync Now.
  4. Wait approximately 30 minutes for the process to complete, then refresh the page to verify the status.

If the portal update option is not visible from your console, please reach out to Hexnode Support so we can confirm your portal version and assist with the update.

Best regards,
Eden Pierce
Hexnode UEM

Marked SolutionPending Review
Participant
5 months ago Jan 15, 2026
Marked SolutionPending Review

Updating the portal and then running sync now fixed it for us. Thanks @casper and @edenpierce.

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