In the instance that Office365 (O365) / Microsoft 365 (M365)  data is not showing up in Snow License Manager (SLM) as expected there could be a number of causes for this issue. The purpose of this article is to document how to provide some information to Snow Support in order that they can troubleshoot the issue.

SLM 9.7 +

The O365 / M365 connector in Snow Integration Manager (SIM) creates an aggregation and then sends that data into a single row in the SnowLicenseManager.o365.Import table. If the O365 Service is running then it will check that table for new rows and will begin processing it. Once it finishes processing it will have populated the other tables in SLM with the O365 / M365 schema and then will delete the row from the O365.Import table.

Snow Support may need to process this data in a lab in order to replicate and troubleshoot the issue. The following steps should be followed in order to capture that data to send to support.

Stop the service and run the aggregation

• Stop the Snow License Manager Microsoft 365 Service. This will also stop the Snow License Manager Microsoft 365 BFF service.
• Run the connector aggregation in SIM
• Run the following query in SQL Management Studio to confirm that a row was created in the o365.Import table

select i.TenantID, c.Name as 'CompanyName', AddedDate from snowlicensemanager.o365.import i

join SnowLicenseManager.dbo.tblcid c on i.TenantID = c.TenantID

Order by AddedDate Desc

• Confirm that a new row with a current date was added to this table.

Export the rows in the table

• Assuming that a row was successfully created, the next step is to export this data
• Since the size of the record is very large, it cannot be exported directly from the SQL results page
• From SQL Mgmt Studio, highlight the SnowLicenseManager database
• Right-click to select Tasks/Generate Scripts

• The following window will be displayed

• Select the second radio button "Select specific database objects"
• Scroll down through the list of tables to find o365.Import. Check the box.
• Click Next

• The Set Scripting Options page will be displayed

• Assign a file name and location in the File name field
• Click the Advanced button

• The Advanced Scripting Options page will be displayed

• Scroll down to "Types of data to script"
• Click the dropdown and select Schema and Data
• Click OK to return to the Set Scripting Options page
• Click Next

• Verify the selections on the Summary page and click Next

• Click Finish on the Save Scripts page

Restart the Snow License Manager Microsoft 365 Service (and 365 BFF service)

Monitor the log file in the \Program Files\Snow Software\Logs\Office365Service folder on the SLM server until it is no longer writing to the log.

Attach the scripted o365.Import data file and the O365 service log to your support case for further troubleshooting