Troubleshooting integration sync errors
Walk through integration status, Form toggles, recent error logs, and vendor-side data. Most issues resolve via reauth, fixing a Form toggle, or correcting a missing field. The recent error log on the integration is the single most useful diagnostic.
In short: Check four things in order — integration status, Form toggle, recent errors, and the vendor side. Most failures resolve at one of those steps.
The four-step diagnostic
When an integration isn’t doing what you expect:
1. Check integration status
Open the integration on your account. The status should be enabled. Other states mean specific things:
- Disabled — turned off intentionally; flip it on
- Needs reauth — credentials expired; reauthorize (connecting and disconnecting)
- Pending activation — awaiting setup completion (some vendors require staff approval — see Epic Quotes)
- Unconfigured — connection started but missing config
Fix the status before continuing. An integration that isn’t enabled doesn’t fire, period.
2. Check the Form toggle
Even with an enabled integration, the Form has to be opted in:
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1
Open the Form the Submission used.
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Open the Form’s integrations tab.
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Verify the integration is toggled on for this Form.
A common surprise: an integration is enabled at the agency level, but the Form was created before the integration was set up — or someone toggled it off. Check the Form, not just the agency.
3. Check the recent error log
Each integration tracks recent errors at the agency level. Open the integration and look at recent errors.
What you’ll usually find:
- Validation errors — required field missing, format wrong, an unsupported value in a dropdown
- Auth errors — credentials are working but the account doesn’t have permission for the requested action
- Rate limit errors — vendor throttled you for hitting their limits
- Network errors — vendor’s API was unreachable or slow
- Vendor-specific business rule rejections — for example, an EZLynx carrier declining a quote
Each error usually points at the specific Submission and the specific reason. Fix the root cause and (where possible) re-trigger.
4. Check the vendor side
Some issues only show up in the vendor’s UI:
- Duplicates that look fine on SALT’s side but fired on the vendor’s side as duplicates
- Records landing in unexpected folders or pipelines
- Async work that hasn’t completed yet (e.g. dec page retrieval)
- Approval gates in the vendor’s workflow blocking the record from progressing
Open the vendor’s UI and search for the Submission’s contact info. Usually you’ll see what happened.
Specific scenarios
“Needs reauth” appeared mid-day
OAuth tokens expired. Run the reauth flow on the integration. Sync resumes immediately for new Submissions; past Submissions during the gap don’t auto-resync — manually re-trigger if the vendor supports it.
Sync worked yesterday, broke today
Common causes:
- Vendor pushed an API change (breaks rare; check vendor changelog)
- Your account at the vendor was suspended or rate-limited
- A field validation rule changed on the vendor side
- Your SALT plan changed (limits affect some integration behavior)
Recent error log usually reveals which.
Sync runs but data is missing
Check field mapping. The standard map covers SALT’s standard fields; Custom Questions may not be mapped to vendor properties. See per-vendor guides for what gets mapped.
Repeated identical errors on every Submission
You’ve hit a systematic mismatch — a missing required field on every Submission, an account permission that’s too narrow, or a misconfigured default. Fix the root cause, not individual Submissions.
When to contact support
Escalate to support when:
- Recent error log is empty but Submissions still aren’t syncing
- Errors look like they’re coming from SALT itself rather than the vendor
- A vendor-side change has broken the integration and you can’t tell what
- The integration has been “pending activation” for more than a business day (especially Epic Quotes)
Provide the integration name, the Submission ID(s), and the error text from the log.
Common questions
Can I re-trigger a failed sync? Some integrations support manual retry from the Submission’s detail. Others fire only on initial completion. Check the integration’s UI.
Does fixing an error retry the failed Submissions? Usually no — fixes apply to future Submissions. For backfilling past failures, you’ll typically re-sync manually or contact support.
My error log is empty but my colleague sees errors. Logs may be filtered by recency or by user. Adjust the filter or check with the colleague for context.
How long are errors retained in the log? Recent history is generally available for diagnostic purposes. Older errors may roll off — extract anything you need to keep before that happens.