Before you start: 3 things to know
Employee sync and group sync are independent. You can sync all your employees without syncing your group architecture, and vice versa.
Sync can be automatic (every 24h) or manual (only when you trigger it). Check which one is active first.
Riot only requests read-only access to your directory. Any data that doesn’t exist in your directory (Google, Microsoft, Slack, Okta) cannot appear in Riot.
For initial setup, see the article: Synchronise your employees.
Re-run or check a synchronisation
Go to Settings > Team > Synchronise.
Trigger a manual sync and wait a few minutes (the first sync can take from a few minutes to a few hours depending on the number of employees).
Case 1: “My employees aren’t showing up” (all or some)
Possible causes
A sync filter is too restrictive. In Settings > Team > Configure, the “Employees” section may be set to “only certain groups”: people outside those groups won’t appear.
The employee belongs to none of the selected groups.
A delayed arrival (1 day / 1 week / 1 month) was set in the automatic-sync settings to postpone new joiners’ programmes.
The data doesn’t exist in the directory yet (employee created after the last sync).
What to do
Check the scope in the “Employees” section (all / certain groups / all except certain groups).
Confirm the employee is in your directory and in a synced group.
Trigger a manual sync.
In automatic sync
Check the sync delay between when the employee joins your company and when they should be synced to Riot.
Check that your employee falls within that delay.
If needed, shorten that delay to make your employee appear in Riot.
Case 2: “A group or organisational unit is missing”
Possible causes
Group sync isn’t enabled (reminder: it’s independent from employee sync).
On Google, the organisational unit name isn’t recognised as-is.
What to do
In Settings > Team > Configure, “Groups” section, enable group / organisational-unit sync.
Google tip: if you can’t find your group, add a “/” before the unit name.
Re-run a sync.
Case 3: “Incomplete data” (manager, language, photo, department missing)
Possible causes
The information isn’t filled in your directory: Riot only retrieves what exists in Google / Microsoft / Slack / Okta (first name, last name, email, language, time zone, manager, department, photo, groups).
The default language only applies to employees whose language isn’t specified in the directory.
A manager or department was edited manually in Riot: manual changes always take precedence over the directory. To revert to the directory value, remove the manual entry; it will be picked up on the next sync.
What to do
Fill the information in your directory.
If needed, enrich the data by connecting a second directory (this doesn’t add new users, it completes existing ones).
Note: profile photo sync runs on the 1st of each month (not continuously). A recently added employee may therefore not have their photo until the 1st of the following month. If the photo still doesn’t appear after that date, it usually means it doesn’t exist yet on the directory side (Google/Microsoft).
Case 4: “Reconnection / new permissions requested”
Symptom: Riot indicates the connection to your directory needs to be restored, or an authorisation scope is missing.
Possible causes
Permissions granted to the Riot app were revoked or changed on the provider side.
A security policy change (Microsoft/Google) reset the consent.
The admin who originally connected the directory left the company.
What to do
Reconnect the directory from Settings > Team using an admin account.
Accept all requested permissions (Riot only requests read-only rights for sync). You can later remove optional scopes from your provider’s console.