Data Sync Issues between CRM and SupportLogic instance

Overview:
Data synchronization issues can occur due to multiple reasons. This article outlines the potential causes of data sync issues and how to identify them.

Possible Causes of Data Sync Issues

There are three primary reasons why a data sync issue may occur:

1. Data Sync Stopped from Customer's CRM

• If the CRM stops pushing data, SupportLogic will not receive the latest updates.

Some of the possible causes when CRM stops pushing data (Eg: Salesforce, Zendesk, ServiceNow, Freshdesk, Jira..etc:

1. Planned maintenance on CRM. You can find this notice from your internal IT team
2. Global outage at CRM vendor end. You can find this on CRM vendor status page. Eg: https://status.salesforce.com/
3. Hitting API rate limit issues. You can get this information from SupportLogic and then followup with your internal IT team to resolve this issue.

2. Fivetran (ETL Connector) Failure

• Fivetran acts as the data connector between the CRM and SupportLogic. If it encounters issues, data sync will be disrupted.

Some possible causes of Fivetran issues that could disrupt data sync between the CRM and SupportLogic:

1. API Rate Limits – If the CRM enforces API rate limits, Fivetran might be blocked from fetching data.
2. Authentication Failures – Expired API tokens or incorrect credentials can prevent data sync.
3. Network Issues – Connectivity problems between Fivetran, the CRM, or SupportLogic can cause disruptions.
4. Schema Changes – If the CRM schema changes (e.g., renaming fields), Fivetran may fail to process data.
5. Service Downtime – If Fivetran has a scheduled downtime, sync will be interrupted.
6. Data Volume Issues – Large data loads might cause sync delays or failures.

3. SupportLogic System Issue

• In some cases, an internal issue within SupportLogic could cause a failure in data synchronization.

How to Identify a Data Sync Issue

You can check for data sync issues using the following methods:

1. User Profile Notification (Top Right Corner)

Click on your user profile icon at the top-right corner of the SupportLogic interface. A notification will appear if a data sync issue exists.

2. Auto Pop-up Notification (Bottom Left Corner)

If a data sync issue occurs, SupportLogic will display an automatic pop-up alert in the screen's bottom-left corner.

Next Steps

If you identify a data sync issue:

• Verify if your CRM is actively syncing data (e.g. CRM down or scheduled maintenance)
• Check the Fivetran status to ensure the connector is operational by contacting SupportLogic Support.

Note: SupportLogic does a constant monitoring in identifying such data sync issues and for any clarifications please reach out to our support team.