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 and logs

#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 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
2. Use Correct Mention:
   • Type exactly: @Light (capital L)
   • Incorrect capitalization or spacing won't work
   • Use single space between @ and Light
3. 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
4. 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
5. 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. Check Sync Frequency:
   • Syncs may be scheduled for specific times
   • Review sync settings to see when sync runs
   • If last sync was many days ago, manual sync needed
3. Manually Trigger Sync:
   • Click the CRM integration
   • Look for Sync Now or Force Sync button
   • Click it to immediately sync latest data
   • Wait a few minutes for 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 Sync Logs:
   • Click the integration to view error logs
   • Logs show specific reasons for sync failures
   • Common issues include 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
• "Webhook error" appears in integration logs

#Solutions

1. Verify Webhook Is Enabled:
   • Go to Settings > Integrations > [Payment Processor]
   • Check webhook configuration
   • Ensure webhook URL is correct
   • Webhook should be marked as active
2. Test Webhook Connection:
   • Most processors have a "Test Webhook" option
   • Click the test button to verify connection
   • If test fails, check URL and try again
3. Check Light's Webhook URL:
   • Copy the webhook URL shown in Light
   • Go to your payment processor settings
   • Verify the URL in processor matches Light's URL exactly
   • URLs are case-sensitive
4. Verify Webhook Events:
   • In processor settings, verify which events trigger webhook
   • Ensure payment events are enabled
   • Some processors require specific event selection
5. Reconnect Integration:
   • If webhooks keep failing, disconnect and reconnect
   • Go to Settings > Integrations
   • Click Disconnect on the processor
   • Click Connect to set up fresh
   • Verify webhook is automatically configured
6. Check Firewall:
   • Your company's firewall may block processor webhooks
   • Ask IT to whitelist the payment processor's IP addresses
   • Some processors publish their IP ranges
   • Allow inbound webhooks from processor domain

#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 Account Currency Settings:
   • Verify the account/integration currency is correct
   • Go to Settings > Integration > Currency
   • Select the correct currency
   • Save changes and resync
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:
   • Look at sync logs to identify duplicate
   • Keep the more complete/accurate record
   • Delete the duplicate
   • This prevents future duplication
3. Check Sync Deduplication:
   • Some integrations deduplicate automatically
   • Go to Settings > Integration > Sync Options
   • Verify deduplication is enabled
   • Resync to apply deduplication
4. Review Sync Mapping:
   • Integration may be mapping fields incorrectly
   • Click integration to check field mapping
   • Ensure key fields (ID, date, amount) map correctly
   • Fix mapping if needed and resync
5. Reset and Sync:
   • If duplication is widespread
   • Go to Settings > Integration
   • Click Clear History or Reset
   • Reconnect and perform fresh sync
   • This clears duplicates from history

#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 are one-way only
   • Go to Settings > Integration
   • Verify sync direction includes the data you need
   • 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. Check Data Filters:
   • Integration may be filtering what syncs
   • Go to Settings > Integration > Filters
   • Adjust date range or record type filters
   • Verify you're not filtering out the data
4. Manual Trigger:
   • Click integration and select Sync Now
   • Wait several minutes for sync to complete
   • If still missing, check integration logs 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. Check Sync Load:
   • Large syncs can temporarily slow Light
   • Go to Settings > Integration > Sync Schedule
   • If syncing frequently, try less frequent syncs
   • Off-peak hours: run syncs outside business hours
2. Reduce Sync Scope:
   • Syncing lots of historical data is heavy
   • Go to Settings > Integration > Filters
   • Filter to recent data only
   • Exclude unnecessary record types
3. Split into Multiple Integrations:
   • If syncing from one source creates bottleneck
   • Create separate connections for different data types
   • Spread syncs across different times
4. Check Browser Performance:
   • Clear browser cache
   • Close unnecessary tabs
   • Restart browser
   • Use modern browser (Chrome, Edge)
5. Contact Support:
   • If performance issues persist
   • Provide details on what's slow
   • Support can optimize integration settings

#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