How to handle integration issues

When an integration fails, you will receive an email notification. From the email, you can go directly to the Integration issues page, where you will be able to locate the cause of the error and, in many cases, retry the synchronization.

Table of contents

• What are integration issues?
• Which integrations are shown under Integration Errors?
• How long are integration errors stored?
• How to locate integration issues
• Understand the types of issues
  • Failed syncs
  • Skipped syncs
• Understanding the issues
• Handling integration issues
• Email notifications
• Do you need help?

What are integration issues?

When Rackbeat is unable to complete a synchronization with an integrated system, the error is automatically logged on the Integration issues page, where you can:

• View which synchronixations have failed

   

• Read the error message returned by the receiving system

   

• Retry the synchronization after the issue has been resolved

In some cases, the error message will clearly explain the problem. In other cases, the message may be more technical and require additional information to fully understand the cause of the error.

Which integrations are shown under Integration Errors?

The Integration Errors page only displays errors from integrations that are developed and maintained by Rackbeat.

If your company uses a custom-built integration or an integration developed by a third party, any errors from that integration will not appear on the Integration Errors page in Rackbeat.

In these cases, troubleshooting must be performed within the integration itself or by contacting the developer or provider responsible for the integration.

How long are integration errors stored?

Integration errors are stored for a limited period, depending on the integration. 

• e-conomic: 6 months

• Shopify, Woocommerce, Dinero, Webshipper, Shipmondo: 90 days

How to locate integration issues

Via Rackbeat

1. Hover over your name in the top-right corner and click "Company Settings".

2. Select "Integration issues" from the menu on the left.

Via email notification

When an integration fails, an email is automatically sent to the company's registered email address.

In the email, you will find the button: "Check the integration issues here".

•  Click the button to open Integration issues in Rackbeat

Understand the types of issues

In Integration issues, you will find two tabs:

• Failed syncs

  • This tab displays synchronizations that could not be completed.

    These errors often require action before the transfer can be completed successfully.

  • Examples of this:

    • Blocked products, invalid email addresses, missing configuration in the integrated system, other data or setup-related issues.

• Skipped Syncs

  • This tab displays actions that were intentionally not synchronized.

  • These entries typically do not require any action and are provided for informational purposes only.

Understanding the issues

How simple an error message is to understand depends on the information Rackbeat receives from the integrated system.

Some error messages clearly explain what is wrong.

• Example: "E-mail address format is invalid"

Other error messages may display a message such as:

Inspect validation errors and correct your request.

In such cases, you can hover over the message to view a more detailed explanation.

The actual error can often be identified by carefully reading the text in the black tooltip box, as in the example here: "Customer 1256 is barred"

Handling integration issues

If the error message clearly describes the issue and you are able to correct it, you can retry the synchronization.

How to retry:

1. Locate the error on the Integration issues page.

    

2. Correct the cause of the error.

    

3. Click "Try Again".

If the synchronization is successful, the error will automatically be removed.

If the synchronization still fails, a new error message will be created showing the latest status.

Email notifications

By default, notifications about integration issues are sent to the email address regisstered to the company.

If you do not wish to receive these notifications, the feature can be disabled.

Enable or disable email notifications

1. Hover over your name in the top-right corner and click "Company Settings".

    

2. Select Advanced from the tab under General settings.

    

3. Uncheck "Send integrations errors by e-mail":

Do you need help?

If the error message is unclear, or if the issue persists after retrying the synchronization, we recommend contacting Rackbeat Support.

To help us identify the cause of the issue faster, please provide:

• The name of the integration

   

• The error message

   

• Any relevant screenshots

   

• The order, invoice, or contact number related to the error

Providing this information gives us the best possible starting point for identifying the cause of the issue and resolving it as quickly as possible.