Sync status and troubleshooting

Every active connector in Genuics tracks its sync history so you can see exactly what happened on each run - how many rows were processed, how long it took, and whether anything went wrong. This guide explains how to read sync status, interpret errors, and resolve common issues.

Check sync status

1. Go to Setup > Connectors in the sidebar.
2. The connector list shows a status indicator next to each connection.
3. Click on a connector to open its detail page and see the full sync history.

Status indicators

Each connector displays one of four statuses:

Status	What it means
Running	A sync is currently in progress. You'll see a progress indicator with the number of rows processed so far.
Completed	The most recent sync finished successfully.
Failed	The most recent sync encountered an error and stopped. Check the error message for details.
Cancelled	The sync was manually stopped before it finished.

A green dot next to the connector name means the last sync completed successfully. A red dot means it failed. An orange dot means it was cancelled or has never been synced.

Sync history log

The Sync history tab on the connector detail page shows a log of every sync run. Each entry includes:

Field	What it shows
Started at	When the sync began
Duration	How long the sync took
Rows fetched	Total rows read from the source
Rows inserted	New rows added to the dataset
Rows updated	Existing rows modified (upsert mode only)
Rows skipped	Rows that were ignored - duplicates, invalid data, or rows with missing required fields
Status	Completed, Failed, or Cancelled
Error	If failed, a description of what went wrong

Click any entry to see the full details, including a breakdown of skipped rows and the specific errors that occurred.

Connection health indicators

On the main connectors list, each connector shows a health summary based on recent sync history:

• Healthy - Last 5 syncs completed successfully with no errors.
• Degraded - Some recent syncs had warnings (e.g., skipped rows) but didn't fail entirely.
• Unhealthy - The most recent sync failed, or multiple recent syncs have failed.

Unhealthy connectors display a banner on their detail page with the last error and a suggested fix.

Trigger a manual sync

You can run a sync at any time, regardless of the schedule:

1. Go to Setup > Connectors and click on the connector.
2. Click the Sync now button.
3. The sync starts immediately. You can watch progress in real time on the detail page.

Common issues and how to fix them

Changed schema or column structure

Symptom: Sync completes but many rows are skipped, or new columns appear as unmapped.

Fix: The source data structure has changed - columns may have been renamed, added, or removed. Open the Field mapping tab and update the mappings to match the new structure. Then run a manual sync.

Network or connectivity errors

Symptom: Sync fails with "Connection timeout," "DNS resolution failed," or "Network error."

Fix: This usually means the external service was temporarily unreachable. Wait a few minutes and try a manual sync. If the issue persists:

• Check whether the external service is experiencing an outage (visit their status page).
• For REST API connectors, verify the URL is correct and the service allows traffic from external IPs.
• If your API is behind a firewall, make sure Genuics IP ranges are allowlisted.

Rate limiting

Symptom: Sync fails partway through with a 429 Too Many Requests error.

Fix: The external API is limiting how fast Genuics can fetch data. Try these solutions:

• Reduce your sync frequency (e.g., switch from hourly to every 6 hours) to spread requests over more time.
• If the API supports it, increase the page size to reduce the total number of requests.
• Contact the API provider about increasing your rate limit.

Genuics automatically retries rate-limited requests with backoff, but if the limit is too restrictive, the sync may still fail.

Duplicate rows

Symptom: Your dataset has duplicate entries after syncing.

Fix: Switch your sync strategy to Upsert and select a key column that uniquely identifies each row (like a response ID or ticket number). This tells Genuics to update existing rows instead of creating duplicates.

If you already have duplicates, you can clean them up by switching to Replace mode and running a full sync - this clears the dataset and reloads everything from the source.

Webhook deliveries not arriving

Symptom: The webhook connector shows no recent deliveries, even though the external tool says it's sending events.

Fix:

• Verify the webhook URL is correct in the external tool - check for typos or trailing slashes.
• Make sure the authentication token is included in the Authorization header.
• Check the external tool's delivery logs for error responses (4xx or 5xx status codes).
• If you've configured an IP allowlist, confirm the external tool's outgoing IPs are on it.

Error message reference

Error message	Meaning
Authentication failed	Credentials are wrong or expired. Reconnect or update your API key/token.
Source not found	The spreadsheet, tab, or API endpoint no longer exists. Check the source.
Schema mismatch	The incoming data structure doesn't match the configured field mapping. Update your mappings.
Rate limit exceeded	The external API is throttling requests. Reduce sync frequency.
Payload too large	A single webhook payload exceeds the size limit. Check what the external tool is sending.
Connection timeout	The external service didn't respond in time. Try again or check their status page.

Next steps

For connector-specific guidance, see Webhook setup or REST API setup. To understand how data is mapped after it arrives, visit Field mapping.