Troubleshoot a sync

Start from the Status column and work down to the row detail.

A failed run

A failed run collected nothing. Mesh classifies why into one of five reasons.

Reason shown	What it means	What to do
Authentication failed	The credential was rejected	Check the credential has not expired or been revoked, then re-enter it
Authorization denied	The credential was accepted, but is not allowed to read what Mesh asked for	Check the permissions on the account or token in the source system
Connection or network error	Mesh could not reach the source	Check the URL, and whether the source restricts access by IP address
Configuration error	A setting on the connector is wrong or incomplete	Open the connector and re-check its configuration
System error	Something failed inside the collection itself	Re-run it. If it repeats, contact Axiad support with the Sync ID

Check the credential first

Authentication and authorization failures are the most common, and both are fixed in the source system rather than in Mesh. A credential that worked for months and suddenly stops has usually expired, been rotated, or had its permissions narrowed.

Steps

1. Open the failed row.
2. Read the reason.
3. Apply the fix above.
4. Select Run now on the connector to test it, rather than waiting for the next scheduled run.
5. Confirm the new row shows Success.

A partial run

A partial run collected some of your data and not the rest. This is not the same as a failure — what arrived is in Mesh and is usable.

Steps

1. Open the row.
2. Under Data synced, compare the categories that arrived with those that did not.
3. Read the failure detail for the categories that did not.
4. Fix the cause using the table above — a partial run usually means the credential can read some kinds of data but not others, which is Authorization denied for that category.
5. Re-run and confirm.

A repeating partial is worth fixing

A connector that is partial on every run is not collecting a whole category of data. Anything Mesh derives from that category is incomplete for as long as it continues.

A run that never finishes

A row can stay In progress for two reasons.

How long	What it means	What to do
Under 24 hours	The run is still going. Large first collections take a while.	Wait
Over 24 hours	The row is marked Interrupted — the run never reported how it ended	Re-run it

An Interrupted row almost always means the service restarted mid-run. Data collected before that point was kept, so re-running is safe.

Steps

1. Confirm the row reads Interrupted, not In progress.
2. Select Run now on the connector.
3. Confirm a new row appears and completes.

If runs are repeatedly interrupted, contact Axiad support.

A run I already fixed still shows Failed

That is expected. The row records what happened when that run ran, and Mesh never goes back and changes it.

1. Fix the cause.
2. Select Run now on the connector.
3. Read the new row. The older rows keep their original status.

If the new row still fails, work through A failed run again.

The counts look wrong

What you see	What it means
A dash instead of a number	That connector does not report that number. It is not a zero — see A dash is not a zero
Low Items on an incremental run	Expected. An incremental run collects only what changed
0 items and Success	The run worked and there was nothing new to collect
Attempted higher than Succeeded	The difference is the Failed count. Open the row for the detail

Contact Axiad

If a run keeps failing after you have applied the fix, raise it with Axiad — through your account team or the support contact in your agreement. See Contacting Axiad.

Include:

Include	Where to find it
The Sync ID	The row on this screen
The Time of the run, including the time zone shown next to it	The row on this screen
The connector name	The Source column
The reason shown	The expanded failed row

The Sync ID is the fastest way to find the exact run, so include it even if you have the time and connector name.