Common reasons why a Distribution Group does not sync from Exchange to HC panel

Problem: Common reasons why "Distribution Groups that exist at the backend in Exchange do not sync in HC10 panel interface even after clicking on Trigger Sync option in HC panel"?
Solution: TriggerSync option in HC panel is used to synchronize objects like Exchange Mailboxes, Distribution Groups, etc from Exchange Server to HC panel. All the changes which are performed manually at the backend in Exchange are reflected in the HC10 panel using the TriggerSync command.

The most common reasons for the issue are listed below along with their resolutions;
Reason # 1. When a Distribution Group has no ListAdmin : If the distribution group has no administrator in the Exchange server you can add one by navigating to the distribution list in the Exchange Server.
Resolution: To resolve this issue, add an administrator to the group under the properties of that distribution group in EAC as shown in the below screenshot.
Reason # 2. When SMTP address is not the same as that of the mail domain: If the SMTP address is different from the mail domain specified for that organization, the issue can appear while syncing the Distribution group.
Resolution: Change the SMTP address of the distribution group and make sure that UPN Suffix of the SMTP address must include the mail domain name which is added in HC panel. To change the SMTP address of the Distribution Group, follow these steps :
  1. Open the properties of the Distribution Group in ECP.
  2. Navigate to email options and edit the email address as shown in below screenshot whereas is mail domain address.
Reason # 3. If the AD Group is not an Exchange Group: If the Distribution group is created at Active Directory but not in the Exchange server then HC will not Sync it. For syncing such Active Directory groups to Exchange, the groups have to be present both in AD as well as in the Exchange server too.
Resolution: If the Distribution group is created at AD only then create the same group at the exchange server end using the Exchange power shell.
Run following command in Exchange Power Shell.

Enable-DistributionGroup -Identity "Group Name" –PrimarySMTPAddress ""
As shown in below screenshot, where Group Name is groupsync and SMTP address which will be set for this group is

After running the above command, open properties of this group and add list owner as explained in reason # 1 above.

If the resolution mentioned in this kb article does not cover your scenario then feel free to open a ticket by sending an email to