Updates or de-provisioning not working for some users in Okta

Ben Pemstein Ben Pemstein
· Updated

User profile updates or deactivations made in Okta are not appearing in 15Five for one or more users.

Diagnose

Check 1: SCIM sync did not trigger → In Okta, open the 15Five app and review the provisioning logs for the affected users. → If no push event appears for the expected change → Okta did not send the update. Proceed to Fix 1. → If a push event appears with a success status → the issue is in 15Five. Proceed to Check 2.

Check 2: User was created in 15Five before SCIM was enabled → Confirm whether the affected user existed in 15Five before SCIM was turned on. → If yes → The user has no SCIM link to Okta. Proceed to Fix 2. → If no → The user was provisioned via SCIM. Contact 15Five Support with provisioning log details.

Check 3: Import Now returned no changes → In Okta, run Import Now on the 15Five app and review results. → If the import completes but changes still do not appear in 15Five → A manual confirmation step may be required. Proceed to Fix 3. → If Import Now fails with an error → Proceed to Fix 4.

Fix

Fix 1: Force a sync from Okta

  1. In Okta, open the 15Five application.
  2. Navigate to the Provisioning tab.
  3. Click Force Sync for the affected user or group.
  4. Check 15Five to confirm the change now appears.

Fix 2: Re-import pre-SCIM users

Users active in 15Five before SCIM was enabled have no Okta link and will not receive updates.

  1. In Okta, open the 15Five application.
  2. Navigate to the Import tab.
  3. Click Import Now to pull current 15Five users into Okta.
  4. Match each pre-existing 15Five user to their corresponding Okta user record.
  5. Confirm the matches and save.
  6. Test by updating an attribute in Okta and verifying it syncs to 15Five.

Fix 3: Confirm pending import matches in Okta

  1. In Okta, open the 15Five application.
  2. Navigate to the Import tab.
  3. Review any users listed under Pending Action.
  4. Confirm or assign each pending match.
  5. Save and verify changes appear in 15Five.

Fix 4: Re-authenticate the API integration

An Import Now failure can indicate that the API token has expired or been regenerated.

  1. In 15Five, navigate to Settings → Integrations → SCIM 2.0.
  2. Click Generate OAuth token to create a new token.
  3. Copy the new token.
  4. In Okta, open the 15Five application and navigate to Provisioning → Integration.
  5. Paste the new token into the API Token field.
  6. Click Save and verify the connection test passes.
  7. Re-run Import Now and confirm it completes without error.

What Resolution Looks Like

  • Provisioning logs in Okta show a successful push event for the affected user.
  • The user's updated attributes appear in their 15Five profile within minutes of the Okta change.
  • Deactivated users show as inactive in Settings → People → Manage people in 15Five.
  • Import Now completes with no pending actions remaining.

If It Still Fails

Contact 15Five Support at support@15five.com. Provide the following:

  • The affected user's email address
  • The date and time the change was made in Okta
  • A screenshot or export of the Okta provisioning log for that user
  • The result of any Import Now attempt, including error messages

Not Covered Here

This article does not cover group sync failures, attribute mapping errors, or initial SCIM setup steps.

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