How to Submit a Support Request

If you think Connect to AD isn’t working as expected, or you are unsure about a change in your configuration, We encourage you to submit a support ticket by emailing [e-mail].

To help us understand the issue, please include:

• A detailed description of the problem.
• A screenshot of the expression you think is not working in its entirety.
• A full log export (where applicable).

Providing this information upfront helps us resolve your request faster.

How to Export a Full Log

1. Open Connect to AD and navigate to Logs.
2. Find and open the log related to your issue.
3. In the process log window, click the Log button (last icon on the right in the top-left row).
4. In the new window, click the CSV button to export the full log.
5. Attach the exported file to your email and send it to support.

When to Enable Debug Logging

If the full log doesn’t provide enough information, our support team may ask you to switch your logging type to Debug. This creates a more detailed log that can help diagnose complex issues.

How to Enable Debug Logging:

1. Open Connect to AD.
2. Go to General > Logging.
3. Select Debug and click Save.

After running a sync with the Debug log enabled, export and send the log to support using the same procedure described for the full log.

By following these steps, you’ll help us troubleshoot the issue more efficiently. Thanks for your cooperation!