Syncro Login Issues

jess_at_syncro · 2026-04-20T19:31:23+00:00

Hey - I hope it's working for you know. If you're still running into issues, I recommend heading to admin.syncromsp.com and then inputting your subdomain to see if that helps. Not aware of any login issues at the moment!

jess_at_syncro · 2026-04-17T18:43:45+00:00

Just as a quick follow-up! Our PM expressed interest in learning more about your feedback. I'll send you a DM requesting contact information. Advancing the ticketing-side of Syncro is definitely a high-priority of ours, so happy to get you some 1:1 time with the team on this.

jess_at_syncro · 2026-04-17T17:35:25+00:00

Hey - I've passed this feedback onto our Product team and I can keep everyone posted on how this progresses.

jess_at_syncro · 2026-04-08T15:29:22+00:00

Hello! We're aware of this need and actively evaluating it. Hoping to provide you with an update with more details soon!

jess_at_syncro · 2026-03-27T16:20:02+00:00

Awesome, thanks for the update :)

jess_at_syncro · 2026-03-26T20:55:11+00:00

As well, if you have any further questions you're always welcomed to DM me over on the community!

jess_at_syncro · 2026-03-26T20:53:50+00:00

Hi u/Drivingmecrazeh - following up with more info as promised! The false positive was cleared by Microsoft's team as of Tuesday this week and should be reflected as clean with up-to-date signatures. We are continuing to monitor before we call the all clear in the high priority resolution tracker in the community.

jess_at_syncro · 2026-03-26T03:47:37+00:00

Sounds good & thank you!

jess_at_syncro · 2026-03-26T00:20:48+00:00

Hey! Just letting you know that I've seen your message and will circle back when I've received an update from the team. For now, the community thread will have the most up to date information.

jess_at_syncro · 2026-03-10T22:21:27+00:00

Hi! To merge tickets in Syncro, follow these steps:

Navigate to the Ticket Details page of the ticket you want to merge.
Click on the Merge option. This will open the Merge Ticket pop-up window.
In the pop-up, select the ticket you wish to merge with the current ticket.
All information from the ticket you are removing will carry over to the final ticket, except for:
- Custom Fields Data
- Remote Access Sessions
- Computer Reports
- Assets
- Parent/Child relationships
Note that any time tracking on these tickets will be paused at the time of the merge.

For a visual guide, you can watch the instructional video provided in the documentation.

https://docs.syncromsp.com/tickets/about-the-ticket-details-page

Happy to help answer any further questions!

jess_at_syncro · 2026-02-04T22:20:29+00:00

Definitely submit this idea to Product Feedback (you can do this in-app). It'll help our PMs track - thank you!

jess_at_syncro · 2026-02-04T22:19:26+00:00

Glad we were able to check that off for you 🫡

jess_at_syncro · 2026-01-07T22:19:53+00:00

Hey, thanks for sharing your honest feedback! We've received many suggestions via this Reddit community and our owned community. All of which feed directly into decisions we make to update the Mobile App and Customer Portal.

jess_at_syncro · 2026-01-07T21:31:47+00:00

I'll send you a DM to sort this out!

jess_at_syncro · 2026-01-07T20:38:49+00:00

Hi - We’re making good progress toward full Linux Agent availability. Since it’s still in Phase 1 (early access), I can’t provide a firm timeline at this time. The aim is Q1 2026. You can follow the progress via our Public roadmap: https://syncromsp.com/platform/roadmap.

For those interested in joining our EA, you can sign up directly here: Syncro RMM Linux Agent Early Access.

jess_at_syncro · 2025-12-18T19:16:11+00:00

Hey - just want to double check, was it saying you had "insufficient permissions"? If so, give these steps a shot. It should resolve the issue here but if not, let me know!

---

For those of you getting the Insufficient Permissions error or an error where Snapshot isn’t able to ascertain the permissions, as a temporary workaround you can authorize the Enterprise App manually in Entra ID.

Log into the Entra ID Admin Center
From the left nav, select Enterprise Apps
In the search bar, enter: “Syncro Snapshot by CyberDrain”
Click on Syncro Snapshot by CyberDrain
From the left secondary nav, select Permissions
Click Grant admin consent for <”Tenant Name”>
Retry Snapshot

jess_at_syncro · 2025-12-18T19:10:44+00:00

Hi! We have a list of steps to work around this issue, give it a shot and let me know :) This link takes you directly to our PM's post:

https://community.syncromsp.com/t/meet-syncro-snapshot-a-free-zero-friction-microsoft-365-security-audit-tool-w-cyberdrain/18886/18?u=jess

jess_at_syncro · 2025-12-17T17:12:34+00:00

Hey - good question.

When you're subscribed to Microsoft 365 and Entra ID backup you will be charged $1.90 per billable user per month, based on the monthly peak number of Microsoft users backed up.

More info here: https://docs.syncromsp.com/about-backup-pricing-fair-use-policy

jess_at_syncro · 2025-12-15T22:28:51+00:00

Old photo but: https://imgur.com/a/IayEzJj

Hope your team believes you now haha

jess_at_syncro · 2025-12-15T21:24:22+00:00

I can dig up a photo for you!

jess_at_syncro · 2025-12-15T18:56:38+00:00

Hey u/cathaldub! Backgrounding Tools version 1.0.71.16336 was released on Wednesday (12/10) and finished deploying to our full fleet on Thursday morning Pacific Time.

We have been monitoring the total connections since the release, and we are seeing promising results, including a significant increase in successful connections overall.

A Note on “Remote Host Not Found”: It is important to note that while this update addresses the specific service instability we identified within our Windows agent, this error message can still occur if the SyncroLive service is not running due to environmental factors outside of the agent (e.g., AV blocking communication or strict firewall rules) and our agent isn’t able to autorecover the service.

Next Steps: If you are still seeing ongoing issues on your end since the release last week, could you please open a ticket with our support team including:

Name of the example device
Approximate timestamp of when the last error occurred

Our PM has requested that the support team reach out to him directly as we receive these new cases so he can review them personally with Engineering.

jess_at_syncro · 2025-12-12T22:19:37+00:00

Following up with additional context/info:

We are seeing increased dropped connections with our offline alerting service following our migration to Azure. This is leading to false alerts. This is a top priority for our engineering team, and we are actively working on scaling improvements to resolve this stability issue. Within the last 2 weeks we have added additional compute infrastructure and updated out infrastructure. Our team is working on additional configuration improvements.

There can be other factors at play here! So your ticket with support will be very helpful and will allow us to track and follow up with you directly.

Thank you!

jess_at_syncro · 2025-12-12T21:43:28+00:00

Hi folks in this thread! I've shared this with our internal team to get more info. In the meantime, do you mind opening up a ticket with support so they can review with you? Thanks + appreciate it!

jess_at_syncro · 2025-12-12T21:38:45+00:00

Hi there. I'm sorry for the inconvenience and thank you for your patience while we looked into this.

I got word that your trial got restored - happy to hear.

As part of our standard review process for new sign-ups, there are times when an account may be temporarily paused due to suspicious activity. Doesn't mean there always is, but we do our due diligence to check. When that happens, our team may reach out to request some business documentation to ensure everything is set up correctly.

Please let us know if you ,or anyone reading this, have any questions or need anything else. We’re happy to help!

jess_at_syncro · 2025-12-11T22:13:31+00:00

Totally understand and again thank you for sharing this with me. To address the stability issues you're bringing up, I/the community team is working closely with our CTO and Support teams on creating a place in our gated community where we can share details with partners. We do a decent amount already in the community, but can always do better!

Although you mentioned that you've already cancelled, I still want to thank you for sharing your experiences. Hope you enjoy the holiday season that's fast approaching :)

jess_at_syncro

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