How to manually remap a user in HC Directory Sync tool?

Question : How to remap a user manually in HC Directory Sync tool?
Answer: If a user's attributes stop syncing to Cloud DC, then follow the steps below to remap the user manually which should resolve the issue:
  • Step # 1 : Clear DesktopProfile Value
  • Step # 2 : Remove User Membership from OU_Sync security group and Remap
1. Clearing DesktopProfile Value  Remove the value of "dekstopProfile" attribute of concerned AD user from both cloud and client Active Directories by clicking on Clear and then OK buttons. Please see the below screenshot for further clarity.
2. Removing User Membership from OU_Sync security group and Remapping :  Second step is to remove the user from mapping by following the below steps:
i) Remove the membership of the concerned AD user from the OU_Sync security group created by HCDirSync utility.
ii) Open HC Directory Sync tool and navigate to Cloud AD Settings tab.
iii) Now by clicking the Mapping link a new window will appear. In the search filter locate the concerned user in Local AD and then specify the userPrincipalName under Account Name in Cloud AD column and click on Save Mapping button. A user links with an existing cloud user making use of the userPrincipalName attribute. Therefore, if the UPN suffix on cloud is different than that on the Client DC, then you will need to explicitly specify the Account Name while mapping it. Please see below screenshot for clarity.
However, if after following this kb your issue still persists, feel free to open a ticket with us by sending an email to

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