Real-time and Full Sync Troubleshooting

Here's a collection of questions and answers that will help you troubleshoot your Microsoft Dynamics 365 or Lime CRM integration with APSIS One.


In this article


Troubleshooting Real-time Sync

If you recently changed your Contact Cards in your CRM, and Profiles don't contain the new information, either the integration encountered an error or the field mappings haven't been updated.

Whenever you add new data fields into your Contact Cards that you want reflected in APSIS One, head over to your Section's CRM integration settings to map them to APSIS One Attributes.

1. Check for Errors

Check the Settings tab to see if there have been any Real-time sync errors.

If there have been Real-time sync errors, a red warning is displayed on the Settings tab.

For information about why the message was not processed, click Show Errors. A table with the latest errors will pop-up. The most common errors are:

  • Invalid email address

  • Invalid phone number

Do the fields in the Contact Cards match our supported data formats?

Please refer to our Supported Data Formats article for more information about email and phone number formats in APSIS One.

2. Check Field Mappings

Find and open the Integrations Tab in the left Menu. Enter the Integrations tab and locate your CRM integration.

Click Edit.

Enter the Mappings section and make sure that your Contact Card data fields are mapped to APSIS One Attributes.

If they're not mapped, they will not be synced.

3. Is there an ongoing Full Sync?

A Full Sync will temporarily pause Real-time Sync

After the Full Sync is complete, the Real-time Sync will try again to update your Contact Cards.

Read more about Full and Real-time Sync in this article.


Troubleshooting Full-time Sync

If your APSIS One Profiles don't match your Contacts in CRM, it's important that you check your latest Full Syncs.

Your Profiles might not be up to date because of either an ongoing, incomplete, cancelled or failed Full Sync. Continue reading below to learn about each scenario.

Check Sync Status

Enter the Integrations tab in the left menu and locate your CRM integration.

Click Edit and enter the Full Syncs tab to check the status of the Full Sync.

Is a Full Sync in Progress?

If it's not marked as Complete, chances are the Contact related to the APSIS One Profile has not yet been reached.

Please wait until the Full Sync is complete and check the APSIS One Profile again.

Is the latest Full Sync Complete?

Check the errors to see if any Contacts failed to import.

Click Show Errors for more details.

The most common errors are:

  • Invalid email address

  • Invalid phone number

Do the fields in the Contact Cards match our supported data formats?

Please refer to our Supported Data Formats article for more information about email and phone number formats in APSIS One.

Is the latest Full Sync cancelled? Did the Full Sync Fail?

The reason your Contact is not up to date can be due to an incomplete or failed Full Sync.

Please run a Full Sync again and check if the Contact is up to date once it's been completed.


Need a hand?

If you've gone through all the options described in this article and didn't find a solution, reach out to APSIS Support.

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