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Resolving integration connection issues
Resolving integration connection issues

If you're having trouble receiving data from your integrated systems on OneUp, these steps will help.

Tom Moverley-Foster avatar
Written by Tom Moverley-Foster
Updated over 4 months ago

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).

How can I reconnect an integration?

Only users who have permission to manage integrations on OneUp can reconnect your integration.

We recommend contacting your manager or somebody internally who manages OneUp to get your integration reconnected.

Reconnecting the integration in the case of an authentication issue is simple. OneUp should automatically detect that an integration is not connected and display a banner on every page. Just click the 'reconnect the integration' link from the banner and you'll be prompted to enter credentials to reconnect the CRM to OneUp.

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.

Troubleshooting ✨

If you still require help on this topic, get in touch with our support team via the chat. We'll be happy to help! 💙

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