DocumentationExperience Cloud KCS

Troubleshooting profile synchronization issues in Adobe Experience Manager

Last update: July 27, 2026

This article provides steps to troubleshoot and resolve issues when a user profile doesn’t sync from the Author to the Publisher instance in Adobe Experience Manager (AEM), which impacts user login functionality.

Description description

Environment

  • Adobe Experience Manager (AEM) on-premise and AMS deployments

Symptoms

  • Profile updates made on the Author instance aren’t reflected on the Publisher instance.
  • Users are unable to log in to the portal due to missing or outdated profile information on Publisher.
  • The issue occurs without visible error messages or logs.

Cause

  • Replication agent issues, replication queue failures, insufficient permissions, or malfunctioning custom workflows or listeners prevent profile synchronization.

Resolution resolution

Follow the steps below to resolve the issue:

  1. Verify Replication Agent Status (on-premise/AMS only):

    • Log in to the Author instance.

    • Navigate to Tools > Deployment > Replication > Agents on Author.

    • Ensure the replication agent targeting the Publisher is enabled and not showing errors.

  2. Check Replication Queue (on-premise/AMS only):

    • Review the replication queue for any stuck or failed items related to the profile.

    • If failures are present, review the error details and address any connectivity or authentication issues.

  3. Manually Trigger Replication (on-premise/AMS only):

    • Locate the profile node or content path.

    • Right-click and choose Activate to manually trigger replication to the Publisher.

    • Confirm that the profile appears on the Publisher instance after activation.

  4. Review Access Controls:

    • Ensure that the service user or replication user has the necessary permissions to replicate the profile content.

  5. Check for Custom Workflows or Listeners:

    • If custom workflows or event listeners are involved in profile updates, verify that they are functioning as expected and not blocking replication.

  6. Monitor Logs:

    • Review the error.log and replication.log files on both Author and Publisher for any warnings or errors during replication attempts.

After performing these steps, verify that the profile is present and updated on the Publisher instance and that users can log in to the portal.

recommendation-more-help
experience-cloud-kcs-help-kbarticles