Advanced diagnostics on Sync Now  is required when logging Sync Now problem escalations. 

Have  someone with the correct admin rights perform the Sync Now in diagnostic mode.

•Do this by holding Alt-Shift when clicking the Sync Now button

•A debug (bug) symbol will show to confirm a debug sync is taking place

When escalating the support request,  you don’t need to send the logs as your support provider will be able to review these in the portal.