Troubleshooting
First checks
Escalation
Troubleshooting: Failed Sync
Use this guide when a connector, QBO sync, payment sync, notification sync, webhook, or external integration record fails.
A failed sync usually means AWRA tried to send or receive a record but something required was missing, unavailable, rejected, duplicated, or not authorized. Do not keep retrying until you understand the message.
First Checks
- Open the source record and confirm it is complete, approved, posted, or ready to sync.
- Open Sync Hub, Integrations, QBO Sync, or the module sync log.
- Find the sync run by record number, timestamp, customer, vendor, invoice, payment, or connector.
- Read the visible message before retrying.
- Check required mappings such as account, tax, customer, vendor, item, warehouse, or payment method.
- Fix missing details, then retry once according to your role.
Common Sync Messages
| Message Type | Likely Cause | Action |
|---|---|---|
| Missing required field | Customer, tax, item, account, amount, date, or reference is blank. | Complete the source record. |
| Mapping missing | AWRA value is not connected to external system value. | Ask authorized admin or finance user to update mapping. |
| Authorization failed | External connection needs reauthorization. | Contact organization admin or integration owner. |
| Duplicate detected | Record may already exist externally. | Compare systems before creating or retrying. |
| Temporary provider issue | External service is slow or unavailable. | Wait, then retry once if safe. |
Common Mistakes
- Retrying without fixing the error.
- Creating the same invoice, customer, payment, or item manually in the external tool.
- Escalating without record number or sync message.
- Comparing AWRA and external records with different date or status filters.
When To Escalate
- The same connector fails for many records.
- Authorization or connection cannot be restored by the organization admin.
- Financial close, billing, or customer delivery is blocked.
- Retry succeeds but external totals still do not match.
Escalation format: Include connector, record number, sync run, status, exact message, retry count, expected result, and what changed recently.
Support escalation
Open support guide
Need help with this topic?
Capture the module, record number, branch or warehouse, user, visible message, and what you expected to happen before contacting support.