topic Re: In Cortex XDR, if the Cloud Identity Engine Azure Sync fails and then reconnects automatically without any action, in Cortex XDR Discussions

In Cortex XDR, if the Cloud Identity Engine Azure Sync fails and then reconnects automatically without any action,

PoojalaSreenadh — Mon, 26 May 2025 14:35:11 GMT

Hi Team,

We are currently using the Cortex XDR Pro Per Endpoint license and have enabled the Cloud Identity Engine feature.

We observed that the Azure directory synchronization within the Cloud Identity Engine failed temporarily but reconnected successfully without any manual intervention.

why the sync fail and automatically connect again without manual intervention?

Thanks & Regards,

Sreenadh.

Re: In Cortex XDR, if the Cloud Identity Engine Azure Sync fails and then reconnects automatically without any action,

aspatil — Tue, 27 May 2025 08:53:08 GMT

Hello @PoojalaSreenadh ,

There can be multiple factors causing this issue, i.e Transient Network/ DNS issue, Graph API Throttling etc.

CIE is built to be resilient and handles temporary issues without needing user action:

Built-in retry mechanisms
Automatic re-authentication
Background polling that attempts re-connection after a failed attempt
No dependency on manual refresh or config updates unless the sync fails persistently

Please open Support case to identify the root cause and resolve it.

If you feel this has answered your query, please let us know by clicking like and on "mark this as a Solution". Thank you.

Re: In Cortex XDR, if the Cloud Identity Engine Azure Sync fails and then reconnects automatically without any action,

PoojalaSreenadh — Tue, 27 May 2025 10:51:03 GMT

Hi @aspatil ,

"Thanks a lot for taking the time to respond — I really appreciate it. I’ve understood the root cause now. However, I’d like to check the logs myself. Usually, the support team asks for a support file to verify the issue.

Could you please guide me on how to generate the support file to check the CIE logs?"

Thanks & Regards,

Sreenadh.

Re: In Cortex XDR, if the Cloud Identity Engine Azure Sync fails and then reconnects automatically without any action,

aspatil — Tue, 27 May 2025 13:39:04 GMT

We have our own internal tools using which we analyze the logs. It's always better to get it analyzed by TAC

Re: In Cortex XDR, if the Cloud Identity Engine Azure Sync fails and then reconnects automatically without any action,

PoojalaSreenadh — Tue, 27 May 2025 13:56:11 GMT

Hi @aspatil ,

I appreciate your quick response,

Kindly provide the steps to initiate the tech support file for CIE logs.

Thanks & Regards,

Sreenadh.