A data source does not sync

Applies to: Admins and data owners
Prerequisites: Access to the connection and Sync History

Problem

The connection is inactive, recent sync runs fail, or new data remains stale.

Likely causes

• The source is unavailable.
• Access expired or was revoked.
• A network or allow-list issue blocks access.
• The query or schema changed.
• The refresh or webhook configuration is wrong.
• Mapping is invalid.

Checks to perform

1. Review the connection status and Last Sync.
2. Confirm the configured schedule.
3. Review Sync History, including the outcome and record counts.
4. Ask the authorised source owner to verify source availability.
5. Check for recent schema or access changes.
6. Confirm whether a webhook update was expected.

Resolution steps

1. Restore approved, least-privilege access or correct the mapping.
2. Wait for the configured schedule.
3. Run Manual Sync only in an authorised window.
4. Validate a safe sample.

When to contact support

Contact Support if failures repeat, the error message is not actionable, or a successful run does not import known records.

Information to include

• Source type.
• Failure timestamps.
• Last successful sync.
• Configured schedule.
• Fetched and created record counts.
• Date of any schema change.
• Redacted error message.

Never send a connection string or password.

Last updated: August 2026