Real-time and Full Sync Troubleshooting
Here's a collection of questions and answers that will help you troubleshoot your Ecommerce integration with APSIS One.
In this article
Troubleshooting Real-time Sync
If you recently changed your customer data, and Profiles don't contain the new information, either the integration encountered an error, or the field mappings haven't been updated.
Whenever you add new data fields that you want reflected in APSIS One Profiles, head over to your Section's integration settings to map them to APSIS One Attributes.
1. Check for Errors
Check the Settings tab to see if there have been any Real-time sync errors.
If there have been Real-time sync errors, a red warning is displayed on the Settings tab.
For information about why the message was not processed, click Show Errors. A table with the latest errors will pop-up. The most common errors are:
Invalid email address
Invalid phone number
Do the fields in the Contact Cards match our supported data formats?
Please refer to our Supported Data Formats article for more information about email and phone number formats in APSIS One.
2. Check Field Mappings
Head over to your Section inside the Account Settings in APSIS One, enter the Integrations tab and locate your Ecommerce integration.
Click Edit.
Enter the Mappings section and make sure that your customer data fields are mapped to APSIS One Attributes.
If they're not mapped, they will not be synced.
3. Is there an ongoing Full Sync?
A Full Sync will temporarily pause Real-time Sync
After the Full Sync is complete, the Real-time Sync will try again to update your customer data.
Read more about Full and Real-time Sync in this article.
Troubleshooting Full-time Sync
If your APSIS One Profiles don't match your customers in your Ecommerce platform, it's important that you check your latest Full Syncs.
Your Profiles might not be up to date because of either an ongoing, incomplete, cancelled, or failed Full Sync. Continue reading below to learn about each scenario.
Check Sync Status
Head over to your Section inside the Account Settings in APSIS One, enter the Integrations tab, and locate your Ecommerce integration.
Click Edit, and enter the Full Syncs tab to check the status of the Full Sync.
Is a Full Sync in Progress?
If it's not marked as Complete, chances are the Contact related to the APSIS One Profile has not yet been reached.
Please wait until the Full Sync is complete and check the APSIS One Profile again.
Is the latest Full Sync Complete?
Check the errors to see if any customer data failed to import.
Click Show Errors for more details.
The most common errors are:
Invalid email address
Invalid phone number
Do the fields in the customer data match our supported data formats?
Please refer to our Supported Data Formats article for more information about email and phone number formats in APSIS One.
Is the latest Full Sync cancelled? Did the Full Sync Fail?
The reason your customer data is not up to date could be due to an incomplete or failed Full Sync.
Please run a Full Sync again and check if the customer data is up to date once it's been completed.
Need a hand?
If you've gone through all the options described in this article and didn't find a solution, reach out to APSIS Support.