Overview
OneUp receives data (usually up to every 5 minutes, but this can vary depending on the CRM) from your CRM via an integration. The integration must remain connected in order for us to continue receiving data.
Integrations can become disconnected for a variety of reasons, with authentication issues being the most common. This could be due to
an incorrect username or password,
the user who was previously authenticating the integration leaving the business and having their account deleted,
or changes made to the CRM that the integration connects to.
There are other reasons an integration can be disconnected, such as
maintenance being performed by the CRM,
a widespread internet outage for large services such as Microsoft Azure or Amazon Web Services (which many CRMs rely on to handle data).
If you're CRM or VoIP integration has been disconnected, you'll see a pop-up message appear on the platform:
You can also check the status of current integrations from the Integrations page, found in the kebab menu at the top right of OneUp:
It's easy to reconnect an integration if it's disconnected - just follow the steps below.
Reconnecting an integration
Only users who have permission to manage integrations on OneUp can reconnect your integration.
If you believe there is an integration disconnection on your OneUp platform, we recommend contacting your manager or somebody internally who manages OneUp to get your integration reconnected.
The steps below use a Bullhorn integration as an example, but the steps are the same for our other integrations (including Vincere, JobAdder and Mercury, etc.).
From any page on OneUp, click the Update now button in the pop-up window, or, if this no longer appears, head to the Integrations page (accessed by clicking the kebab menu next to your profile picture in the top right of the platform, clicking Integrations and then hitting Configure next to the integration that needs reconnecting).
You should see the following page (this may look slightly different, depending on your integration):
Hit the Reconnect [CRM Name] button, which will take you to the login page of your CRM and will be prompted to sign in to the affected system.
⚠️ You may not see another page appear if you are already logged into the affected integration on your computer.Once you've logged in, the connection should be restored.
Tips 💡
If you still see the banner on the platform after following these steps, this means the integration hasn't been reconnected - it may be you don't have the relevant permissions on your CRM, in which case, you'll need to ask another admin to try following these steps.
After reconnecting an integration, any data missed from the point of reconnection will slowly be restored by OneUp. Depending on how long the integration was disconnected for, this could take more time than expected. Please allow OneUp up to one hour to restore your data; if there is still missing data after this time, please reach out to the support team with examples of the missing data.
Troubleshooting ✨
If the integration disconnection is caused by other issues that aren't related to credentials, this issue may not immediately present itself. In this case, please reach out to our support team via the chat on OneUp and we'll be happy to investigate.
If you still require help on this topic, get in touch with our support team via the chat. We'll be happy to help! 💙