# 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.

{/* ---------------------------------------------------------------------------
     SYNTHETIC SCREENSHOT DATA — NOT A RAW CAPTURE, AND NOT CUSTOMER DATA.

     The screenshots below show the REAL product UI (layout, columns, badges,
     tooltips and every product string are exactly as they ship) populated with
     EXAMPLE data. Before each capture, tenant-identifying values were replaced:

       - connector names  -> Okta, Microsoft Entra ID, Workday, ServiceNow CMDB,
                             Salesforce, Google Workspace, Active Directory,
                             TriNet, Jira
       - every UUID       -> deterministic example ids, generated from a hash so
                             one connector keeps one id across all images
       - account name     -> an example name
       - stat-card totals -> example figures, consistent with the product's own
                             success-rate formula

     No real connector name, tenant identifier, account name or configuration
     UUID appears in any image. Verified per capture by scanning the rendered
     page, and the ids are reproducible from the generator.

     Full substitution record: internal-notes/screenshot-provenance/data-source-syncs.md
     (deliberately outside docs/ and static/, so it is never published).
--------------------------------------------------------------------------- */}

![An expanded failed run: item counts unavailable, the Error field reading System error, and both categories marked failed](/img/admin-guide/data-source-syncs/07-failed-row.png)

| 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| **Authentication failed** | The credential was rejected | Check the credential has not expired or been revoked, then re-enter it |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** |

> **tip**
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.

{/* Synthetic data — see the note above the first screenshot in this file. */}
![Collection details for a partial run: eight categories marked success and one, application, marked partial](/img/admin-guide/data-source-syncs/08-partial-row.png)

### 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.

> **note**
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](#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](./read-a-sync-result.mdx#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](../troubleshooting-and-support.md#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.