DocumentationExperience Cloud KCS

Managing publish tier user data persistence in Adobe Experience Manager as a Cloud Service

Last update: October 2, 2026

In Adobe Experience Manager as a Cloud Service, user data on the publish tier does not persist after an environment rebuild or a Cloud Manager deployment unless User Sync is configured correctly. User accounts and group memberships can be unavailable after pipeline runs when synchronization is not active. To fix this issue, verify and configure User Sync so user data remains synchronized on the publish tier.

Description description

Environment

  • Product: Adobe Experience Manager as a Cloud Service
  • Instance: Development, staging, and production

Issue/Symptoms

  • User data is not retained on the publish tier after an environment rebuild.
  • User accounts or group memberships are unavailable after a Cloud Manager deployment.
  • User data is missing following pipeline runs.
  • The behavior occurs in development, staging, or production environments.

Cause

User data on the publish tier does not persist through environment rebuilds or deployments if the User Sync feature is not properly configured or if there are limitations in how user data is managed during these operations.

Resolution resolution

Follow the steps below to resolve the issue.

  1. Verify that the User Sync feature is enabled for all relevant environments (development, staging, and production).
  2. To configure User Sync, refer to the official Adobe documentation: User and Group Sync for the Publish Tier.
  3. After a Cloud Manager pipeline run or environment rebuild, check whether user data persists on the publish tier. For example, log in to the publish instance and confirm that the expected user accounts and group memberships are present.
  4. If user data is missing, review the User Sync configuration to confirm that it remains active and functions as expected.
  5. Review the official documentation for any known limitations or expected behaviors related to user data persistence on the publish tier after deployments.
  6. If user data continues to be deleted after deployments despite correct configuration, collect relevant pipeline execution details (such as execution timestamps) and contact Adobe Support for further investigation.
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