Integration Troubleshooting

Resolve common integration issues

Integration Troubleshooting

This guide helps you identify and resolve common integration issues.

Common Issues

Authentication Errors

Symptoms:

• “Authentication failed” error
• “Invalid credentials” message
• Sync fails immediately

Causes:

• Expired OAuth token
• Changed password
• Revoked API access
• Invalid API credentials

Solutions:

1. Re-authorize Connection

   Go to integration settings and click “Reconnect” or “Re-authorize”

2. Verify Credentials

   If using API keys, verify they’re correct

3. Check Platform Status

   Ensure the external platform is accessible

4. Generate New Credentials

   If needed, create new API credentials

Connection Timeout

Symptoms:

• Sync takes too long
• “Connection timeout” error
• Partial data sync

Causes:

• Network issues
• Large data volume
• Platform overload
• Slow API response

Solutions:

Action	Description
Retry	Wait and try again
Reduce Scope	Sync smaller date range
Off-Peak	Sync during low-traffic hours
Contact Support	If persists

Data Not Syncing

Symptoms:

• New orders not appearing
• Inventory not updating
• Products missing

Causes:

• Integration paused
• Filter excluding data
• Mapping issues
• Data format problems

Solutions:

1. Check Integration Status

   Verify integration is active (not paused)

2. Review Filters

   Check if filters are excluding data

3. Verify Mapping

   Ensure field mappings are correct

4. Check Source Data

   Verify data exists in source system

5. Trigger Manual Sync

   Force a sync to see specific errors

Duplicate Records

Symptoms:

• Same order appears multiple times
• Duplicate SKUs
• Inflated counts

Causes:

• Multiple syncs of same data
• Missing unique identifiers
• Channel overlap
• Mapping issues

Solutions:

Action	Description
Review Mappings	Ensure unique IDs are mapped
Check Channels	Verify no overlap
Merge Duplicates	Combine duplicate records
Adjust Filters	Prevent re-syncing old data

Missing Historical Data

Symptoms:

• Only recent data synced
• Historical orders missing
• Incomplete history

Causes:

• Date range filter
• Platform limitations
• Initial sync settings

Solutions:

1. Check Date Range

   Review historical sync settings

2. Adjust Settings

   Extend the date range if possible

3. Manual Import

   Import historical data separately if needed

Platform-Specific Issues

Shopify

Issue	Solution
Rate limit exceeded	Wait 1 minute, retry
Location not syncing	Verify location is active in Shopify
Variants missing	Check variant visibility settings
Fulfillment issues	Verify fulfillment service configuration

Amazon

Issue	Solution
Access denied	Re-authorize through Amazon Seller Central
Marketplace not showing	Add marketplace in Tether settings
FBA data missing	Verify FBA permissions granted
Order delay	Amazon API can have 15-30 min delay

NetSuite

Issue	Solution
Script execution error	Check NetSuite script logs
Permission denied	Verify role has required permissions
Field not mapping	Ensure custom field is exposed to API
Saved search issues	Verify saved search criteria

Diagnostic Steps

Step 1: Check Integration Status

1. Go to Settings → Integrations
2. Verify status is “Connected”
3. Note any error messages

Step 2: Review Recent Syncs

1. View sync session history
2. Look for failed or partial syncs
3. Check error details

Step 3: Verify Configuration

Check	How
Credentials	Re-enter or re-authorize
Mappings	Review field mappings
Filters	Check date/data filters
Permissions	Verify platform permissions

Step 4: Test Connection

1. Trigger a manual sync
2. Watch for immediate errors
3. Check if any data syncs

Step 5: Review Logs

1. Access detailed sync logs
2. Look for specific error messages
3. Identify affected records

Error Message Reference

Error	Meaning	Action
401 Unauthorized	Authentication failed	Re-authorize
403 Forbidden	Permission denied	Check permissions
404 Not Found	Resource doesn’t exist	Verify configuration
429 Too Many Requests	Rate limited	Wait and retry
500 Internal Error	Server issue	Retry later
503 Service Unavailable	Platform down	Wait for recovery

Preventing Issues

Best Practices

Regular Monitoring

Check integrations regularly:

• Daily status check
• Weekly sync review
• Monthly full audit

Keep Credentials Updated

Maintain authentication:

• Update before expiration
• Don’t share credentials
• Use service accounts

Document Configuration

Keep records of:

• Integration settings
• Field mappings
• Custom configurations
• Change history

Test After Changes

After any changes:

• Trigger test sync
• Verify data accuracy
• Monitor for errors

Setting Up Alerts

Configure notifications for:

Alert	When Triggered
Sync Failed	Any sync failure
Error Threshold	Errors exceed limit
Sync Delayed	Sync not running on schedule
Data Discrepancy	Counts don’t match

When to Contact Support

Contact Tether support when:

• Issue persists after troubleshooting
• Error message is unclear
• Data corruption suspected
• Platform-specific issue

Information to Provide

Information	Why Needed
Integration type	Identify platform
Error message	Understand issue
When it started	Timeline context
Steps tried	Avoid duplication
Sync session ID	Locate specific sync

Recovery Procedures

After Extended Outage

1. Check Integration Status

   Verify connection is restored

2. Review Missed Period

   Identify date range not synced

3. Trigger Manual Sync

   Sync missed data

4. Verify Completeness

   Check record counts match

After Data Corruption

Contact support before attempting data recovery.

1. Stop automatic syncs
2. Document the issue
3. Contact Tether support
4. Follow recovery guidance

Next Steps

Integration Setup

Configure integrations

Sync Sessions

Monitor sync activity

Data Exports

Manual data handling

Channels

Channel management