Integration Sync Issues

#Integration Overview

Light connects with many external systems to automate your workflows. This article helps you troubleshoot when those integrations aren't working properly.

#General Integration Troubleshooting

#Checking Integration Status

1. Go to Settings > Integrations
2. Review the list of connected apps
3. A green checkmark or "Connected" status means it's working
4. A red icon or "Error" status indicates a problem
5. Click the integration to view detailed status

#Common Integration States

• Connected: Integration is active and syncing
• Disconnected: Integration was disconnected; needs reconnection
• Error: Last sync failed with an error
• Pending: Integration is being set up; initial sync in progress
• Disabled: Integration is turned off

#Issue 1: Slack Integration Not Responding

#Symptoms

• @Light bot doesn't respond in Slack
• Messages to Light are ignored
• "Bot not found" error appears

#Solutions

1. Verify Your Email Matches:
   • Light identifies you by matching your Slack account's email address to your Light user email
   • If the email on your Slack profile differs from the email you use to sign in to Light, the bot cannot resolve your user and won't respond
   • Update one of the emails so they match, or ask your admin to check
2. Verify Bot Is in Channel:
   • Open the Slack channel where you're trying to use Light
   • Click channel name at top
   • Look for Light in the members list
   • If missing, click Add Members and add Light
3. Use Correct Mention:
   • Type exactly: @Light (capital L)
   • Incorrect capitalization or spacing won't work
   • Use single space between @ and Light
4. Check Bot Permissions:
   • Go to your Slack workspace settings
   • Click on Light's app
   • Verify it has permission to read and respond in channels
   • Enable missing permissions
5. Reinstall Slack Integration:
   • Go to Light > Settings > Integrations > Slack
   • Click Disconnect
   • Click Connect to Slack again
   • Authorize Light to access your Slack workspace
   • The bot should now respond
6. Check Slack Workspace:
   • Verify Light is installed in the right Slack workspace
   • Go to App Directory in Slack
   • Search for Light
   • If not there, install it first

Tip: Direct messages to @Light sometimes work better than channel mentions if channel mentions are failing.

#Issue 2: CRM Sync Not Working

#Symptoms

• Customer or deal data not syncing from CRM
• Light shows old data from days ago
• Salesforce/HubSpot changes don't appear in Light

#Solutions

1. Verify Sync Is Enabled:
   • Go to Settings > Integrations > [CRM Name]
   • Check if sync is toggled On
   • If off, click to enable
2. Know the Sync Schedule:
   • Sync schedules are managed by Light and are not configurable per company
   • Salesforce syncs run automatically roughly every 20 minutes
   • HubSpot imports run once per hour, and exports to HubSpot run once per hour on a separate schedule
   • If data is older than that, trigger a manual sync or check the connection
3. Manually Trigger Sync:
   • For Salesforce, open the integration and trigger a manual sync to immediately import the latest data
   • For HubSpot, manual syncs can only be run by Light — contact support if you need one
   • Wait a few minutes for the sync to complete
4. Verify API Connection:
   • Click the integration to view connection status
   • If showing error, credentials may have expired
   • Click Reconnect to re-authenticate with your CRM
   • Sign in with your CRM account again
5. Check Permissions:
   • The CRM integration needs specific permissions
   • Go to your CRM account settings
   • Verify Light's connected app has necessary permissions
   • Grant any missing permissions
6. Review Workflow Runs:
   • CRM records are processed through workflows (for example, Salesforce deals are turned into contracts by a workflow)
   • Go to Settings > Workflows and open the relevant workflow to review its runs
   • Failed runs show the specific reason a record didn't sync, such as permission errors or API limits

#Issue 3: Payment Processor Webhook Not Firing

#Symptoms

• Payments show in processor but not in Light
• Light doesn't get notified of new transactions

#Solutions

1. Check Connection Status:
   • Go to Settings > Integrations > [Payment Processor]
   • Verify the connection shows as active
   • Webhooks are configured automatically by Light when you connect — there is no webhook URL to set up or maintain yourself
2. Verify the Event Exists in the Processor:
   • Check the processor's own dashboard to confirm the payment or event actually occurred
   • Light receives events as they happen after the integration is connected; records created before connecting may not appear automatically
3. Reconnect Integration:
   • If events stop arriving, disconnect and reconnect
   • Go to Settings > Integrations
   • Click Disconnect on the processor
   • Click Connect to set up fresh and re-authorize Light
4. Contact Support:
   • If events are confirmed in the processor but still missing in Light, contact support
   • Include the transaction ID and approximate time so the delivery can be traced

#Issue 4: Currency or Amount Conversion Issues

#Symptoms

• Amounts appear in wrong currency
• Currency conversion rate looks incorrect
• "Currency mismatch" errors appear

#Solutions

1. Check Entity Currency Settings:
   • Verify your entity's base currency is correct under Settings > Entities
   • Amounts from integrations are recorded in their original currency and converted to your base currency
2. Verify Exchange Rate Source:
   • Light uses market exchange rates
   • Historical transactions use rates from transaction date
   • Check if conversion rate matches your expectations
   • If consistently off, contact support
3. Review Transaction Details:
   • Some transactions are multi-currency
   • Check if amount in original currency is correct
   • Conversion may be from another currency, not your base
4. Reconcile Manually:
   • If conversion is wrong, create adjusting journal entry
   • Record currency gain/loss
   • Match against bank balance
5. Contact Processor:
   • Verify the processor is reporting amounts in the right currency
   • Some processors have currency settings
   • Ensure processor is set to your company's currency

#Issue 5: Duplicate Entries After Sync

#Symptoms

• Same transaction appears multiple times after sync
• Data duplication increases with each sync
• Can't tell which record is original

#Solutions

1. Identify Duplicates:
   • Look at transaction dates and amounts
   • Same transaction usually has similar timestamps
   • Check if amounts, dates, and descriptions match
2. Delete Obvious Duplicates:
   • Keep the more complete/accurate record
   • Delete the duplicate
3. Contact Support:
   • Light's integrations match records against their ID in the source system, so duplicates should not normally occur
   • If duplication is widespread or keeps recurring after cleanup, contact support with example records

#Issue 6: Data Not Appearing in Light

#Symptoms

• Connected system has data but it's not in Light
• Sync completes but nothing changes
• Records from processor/CRM don't appear

#Solutions

1. Check Sync Direction:
   • Some integrations sync one way only, or have separate import and export directions (for example, HubSpot)
   • Verify the direction you need is enabled on the integration
   • If one-way, you may need to import manually
2. Verify Permissions:
   • Light may not have permission to access the data
   • Go to your connected system
   • Check Light's app permissions
   • Enable "read" permission for the data type
3. Review Workflow Runs:
   • Imported records are processed through workflows before they appear in Light
   • Go to Settings > Workflows and check the runs for the relevant workflow
   • A failed or skipped run explains why a record didn't appear
4. Manual Trigger:
   • For Salesforce, trigger a manual sync from the integration
   • Wait several minutes for sync to complete
   • If still missing, check the workflow runs for errors
5. Check If Data Meets Criteria:
   • Some integrations only sync certain records
   • Example: Only syncing paid invoices, not open ones
   • Verify your record meets the sync criteria
   • Contact support if criteria are unclear

#Issue 7: Performance Issues After Integration

#Symptoms

• Light is slower after enabling integration
• Reports are taking longer to load
• Interface is sluggish during sync

#Solutions

1. Allow Initial Syncs to Finish:
   • Syncs run in the background on Light's servers on fixed schedules
   • A large initial import can take a while to process; data appears progressively
   • Sync schedules and scope are managed by Light and are not configurable per company
2. Check Browser Performance:
   • Clear browser cache
   • Close unnecessary tabs
   • Restart browser
   • Use modern browser (Chrome, Edge)
3. Contact Support:
   • If performance issues persist
   • Provide details on what's slow

#Issue 8: Credentials Expired

#Symptoms

• Integration shows "disconnected" or "auth error"
• "Invalid credentials" message appears
• Integration stopped working after weeks of use

#Solutions

1. Reconnect Integration:
   • Go to Settings > Integrations
   • Find the disconnected integration
   • Click Reconnect or Re-authenticate
   • Sign in again with your connected system credentials
2. Update Password:
   • If you recently changed password at connected system
   • Use new password when reconnecting
   • Don't use old password
3. Refresh OAuth Token:
   • For OAuth-based integrations
   • Disconnect and reconnect
   • This refreshes the authorization token
   • Should resolve auth errors
4. Check App Permissions:
   • Go to your connected system
   • Review Light's authorized app
   • Permissions may have been revoked
   • Re-authorize Light
5. Special Handling for Banks:
   • API credentials for bank connections may expire
   • Review bank's connected app settings
   • Disconnect and reconnect if credentials expired

#Related Articles

• Common issues and solutions
• Bank connection troubleshooting
• Data import errors
• Contacting Light support