Printer Sync Status stays forever as “Sync request Sent”

When a sync is requested for a printer, the Celiveo 365 web portal uses the Azure IoT technology to trigger actions by the Celiveo ABA (Admin Browser Agent).
At start time the Celiveo ABA running on the admin PC opens an outgoing connection to the Azure IoT service on port 443.

When “Sync request sent” remains forever in the “Sync status” column for a printer entry in the Web Admin printer list, it means the Azure IoT cannot communicate with the ABA service on the admin PC.

The following command run in a Windows PowerShell will verify if the Azure IoT service is reachable from the network where the PC is attached.

EU instances: tnc sb-c365-prd-eu.servicebus.windows.net -Port 443
Singapore instances: tnc sb-c365-prd-sg.servicebus.windows.net -Port 443
Swiss instances: tnc sb-c365-prd-ch.servicebus.windows.net -Port 443
US instances: tnc sb-c365-prd-us.servicebus.windows.net -Port 443

If the result report shows TcpTestSucceeded : False then the outgoing connection is blocked by a firewall, proxy or there is no Internet access, contact your IT to get the URL and port accessible

If the result report shows TcpTestSucceeded : True then the Azure IoT endpoint is reachable from the PC.
The ABA log files are available in C:\Program Files\Celiveo\Celiveo Browser Agent\logs (if you installed the ABA to another directory, adapt the path)
The cvo.aba.log file and cvo.aba.service.log contain respectively the ABA UI logs and the communication service log,
Look for Internet connection issues, and if you don’t see anything that can help you, open a ticket on https://support.celiveo.com and attach those two log files.