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Troubleshooting > TRITON AP-WEB interoperability issues > Sync Service has been unable to download log files
Sync Service has been unable to download log files
Administrator Help | TRITON AP-WEB | Version 8.2.x
Sync Service attempts to connect to the hybrid service to download reporting log files at an interval that you configure (see Schedule communication with the hybrid service). If Sync Service is unable to make the connection, or if Sync Service is unable to retrieve the log files after connecting, the following problems may occur:
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The hybrid service stores log files for only 14 days. After that period, the files are deleted, and cannot be recovered. When this occurs, your organization is no longer able to report on hybrid policy enforcement activity recorded in those logs.
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Depending on the volume of Internet activity that your organization sends through the hybrid service, reporting log files may grow quickly. If Sync Service is unable to download log files for a day or more, the bandwidth required to download the files and the disk space required to temporarily store them may be substantial.
To address this issue, check the Status > Hybrid Service page to verify that Sync Service is able to connect to the hybrid service. See Unable to connect to the hybrid service for more troubleshooting steps.
If Sync Service is connecting to the hybrid service, but cannot retrieve log records, check the Status > Alerts page for information from the hybrid service. Also check the administrative email address associated with your hybrid service account.

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