How to address Group membership synchronization issues
How to address Group membership synchronization issues
How to address Group membership synchronization issues
The Groups feature in Cadence allows you to manage membership synchronization between account-level groups and event-level groups. Through the Groups Menu › Settings section, you can troubleshoot and resolve issues where group memberships aren't properly updating across events or when account groups aren't displaying correctly within specific events.
When to use
When account groups aren't appearing in events as expected
When adding users to account groups doesn't update event groups
When group membership changes aren't reflecting across multiple events
When troubleshooting "empty" groups that should contain members
You must have System Administrator or Event Manager permissions to modify Groups settings and troubleshoot synchronization issues.
How to do it
Navigate to your event dashboard in Cadence Admin.
Select "Groups" from the left sidebar menu.
Click on the "Settings" tab at the top of the Groups page.
Verify the "Allow Users to Create Groups" setting is configured appropriately for your event.
This setting controls whether regular users can create their own groups or if group creation is restricted to administrators only.
Check account group synchronization by navigating to the "Groups" list view.
Look for any account-level groups that should be appearing in your event.
Verify that users in these account groups are also registered for this specific event.
Account groups will only display in an event if at least one member of that group is registered for the event.
Navigate to "People" → "Attendees" to check individual user registrations.
Search for specific users who should be in synchronized groups.
Review their group memberships on their profile page.
Return to the account level by clicking on your account name in the top navigation.
Select "Groups" at the account level to verify the original group membership.
Compare the account-level and event-level group memberships to identify discrepancies.
Save any changes you make to group settings by clicking the "Save" button.
Troubleshooting
If group synchronization issues persist:
Verify you're using the latest app version (iOS 2.7.393+ or Android 2.7.404+)
Check if the event license type (Essential, Premium, Premium Pro, or Enterprise) supports the group features you're trying to use
Confirm that the event time zone is properly configured, as time zone issues can affect various features
For empty account groups appearing in events, remove the group from the event and re-add it to refresh the synchronization