ConnectWise Troubleshooting

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Common issues and solutions for ConnectWise integration with Super IT

This guide covers common issues you might encounter with ConnectWise integration and provides step-by-step solutions.

Connection Issues

Authentication Failures

Symptoms: - "Invalid credentials" error during connection test - 401 Unauthorized errors in sync logs - Connection status shows "Failed" or "Inactive"

Solutions:

Check API Keys
  1. Verify Public/Private Keys: Ensure keys are copied correctly without extra spaces
  2. Regenerate Keys: Create new API key pair in ConnectWise if needed
  3. Test Direct Access: Use ConnectWise API explorer to verify keys work
  4. Check Key Permissions: Ensure API member has required security role
Verify ConnectWise Settings
  1. Company ID: Confirm correct ConnectWise company identifier
  2. API URL: Check server URL format and regional endpoint
  3. Member Status: Ensure API member is active in ConnectWise

Network Connectivity

Symptoms: - Timeout errors during connection test - Intermittent sync failures - Webhook delivery failures

Solutions:

Network Configuration
  1. Firewall Rules: Ensure outbound HTTPS (443) access to ConnectWise
  2. Proxy Settings: Configure proxy if required by network policy
  3. DNS Resolution: Verify ConnectWise server URL resolves correctly
  4. SSL/TLS: Ensure TLS 1.2+ support for secure connections
ConnectWise Server Issues
  1. Server Status: Check ConnectWise cloud status page
  2. Maintenance Windows: Verify no scheduled maintenance
  3. Regional Endpoints: Try different regional API endpoint if available
  4. Load Balancing: Contact ConnectWise if persistent connection issues

Sync Issues

Companies Not Syncing

Symptoms: - Company sync shows "Completed" but no companies appear - Missing companies in Super IT list - Company count doesn't match ConnectWise

Solutions:

Permission Issues
  1. Company Access: Verify API member can view all companies
  2. Security Role: Check "Company" inquire permissions
  3. Territory Access: Ensure API member has territory access
  4. Inactive Companies: Check if filtering out inactive companies
Sync Configuration
  1. Sync Filters: Review any active company filters
  2. Data Validation: Check for companies with missing required fields
  3. Sync Logs: Review detailed sync logs for specific errors
  4. Manual Retry: Try manual company sync with smaller batches

Tickets Not Syncing

Symptoms: - Ticket count shows zero or incorrect numbers - Recent tickets missing from Super IT - Sync status shows errors

Solutions:

Ticket Permissions
  1. Service Ticket Access: Verify "Service Tickets" inquire permission
  2. Board Access: Ensure API member can access relevant service boards
  3. Company Filter: Check if API member is restricted to specific companies
  4. Date Range: Verify sync is pulling correct date range
Data Volume Issues
  1. Batch Size: Reduce sync batch size for large ticket volumes
  2. Date Filtering: Sync recent tickets first, then historical
  3. Timeout Settings: Increase timeout for large data sets
  4. Memory Limits: Monitor system resources during large syncs

Status Update Failures

Symptoms: - Status changes in Super IT don't appear in ConnectWise - "Permission denied" errors for ticket updates - Bidirectional sync not working

Solutions:

Update Permissions
  1. Edit Permissions: Ensure API member has "Service Tickets" edit access
  2. Status Values: Verify mapped statuses exist in ConnectWise
  3. Workflow Rules: Check ConnectWise workflow restrictions
  4. Board Configuration: Confirm API member can update specific boards
Field Mapping Issues
  1. Status Mapping: Verify Super IT statuses map to valid ConnectWise values
  2. Required Fields: Ensure all required fields have values during updates
  3. Field Validation: Check ConnectWise field validation rules
  4. Custom Fields: Verify custom field mappings are correct

Webhook Issues

Webhook Registration Failures

Symptoms: - Unable to create webhook in ConnectWise - Webhook URL rejected - Callback creation errors

Solutions:

Callback Permissions
  1. Callback Access: Verify API member has "Callbacks" add/edit permissions
  2. System Access: Ensure access to System module in ConnectWise
  3. Admin Rights: Some callback operations require admin access
  4. URL Validation: Confirm webhook URL is accessible from ConnectWise
Network Configuration
  1. Public Access: Ensure webhook URL is publicly accessible
  2. SSL Certificate: Verify valid SSL certificate on webhook endpoint
  3. Firewall Rules: Allow ConnectWise server access to webhook URL
  4. Port Configuration: Confirm correct port (usually 443 for HTTPS)

Webhook Delivery Issues

Symptoms: - Webhooks registered but not firing - Delayed webhook delivery - Missing webhook events

Solutions:

Webhook Configuration
  1. Event Types: Verify correct event types are configured
  2. Member Level: Check callback member and level settings
  3. Object Types: Ensure callback covers required object types
  4. URL Validation: Test webhook URL responds to POST requests
Delivery Monitoring
  1. Webhook Logs: Check Super IT webhook receipt logs
  2. ConnectWise Logs: Review ConnectWise callback delivery logs
  3. Network Timing: Monitor webhook delivery timing and failures
  4. Payload Validation: Verify webhook payload format is correct

Performance Issues

Slow Sync Performance

Symptoms: - Sync operations take excessive time - Timeouts during large data syncs - System becomes unresponsive during sync

Solutions:

Optimization Settings
  1. Batch Size: Reduce sync batch size from default
  2. Parallel Processing: Limit concurrent sync operations
  3. Schedule Sync: Run large syncs during off-peak hours
  4. Incremental Sync: Use incremental rather than full sync when possible
System Resources
  1. Memory Usage: Monitor memory consumption during sync
  2. Network Bandwidth: Check network utilization
  3. Database Performance: Monitor database query performance
  4. ConnectWise Load: Verify ConnectWise server isn't overloaded

High Memory Usage

Symptoms: - System runs out of memory during sync - Application crashes during large operations - Slow response times

Solutions:

Memory Management
  1. Reduce Batch Size: Process smaller chunks of data
  2. Clear Cache: Clear sync cache between operations
  3. Restart Services: Restart Super IT services if memory leaks suspected
  4. Monitor Usage: Use system monitoring to track memory patterns

Data Quality Issues

Missing or Incorrect Data

Symptoms: - Ticket data doesn't match ConnectWise - Missing custom fields or notes - Incorrect company assignments

Solutions:

Data Validation
  1. Field Mapping: Verify all required fields are mapped correctly
  2. Character Encoding: Check for character encoding issues
  3. Data Type Validation: Ensure data types match between systems
  4. Null Value Handling: Verify how null/empty values are processed
Sync Verification
  1. Compare Records: Manually compare records between systems
  2. Audit Logs: Check sync audit logs for data transformation
  3. Error Logs: Review detailed error logs for specific issues
  4. Resync Data: Try resyncing specific records to verify accuracy

Duplicate Records

Symptoms: - Same company appears multiple times - Duplicate tickets in Super IT - Inconsistent record counts

Solutions:

Deduplication
  1. Unique Identifiers: Verify unique identifiers are working correctly
  2. Sync Logic: Check sync logic for duplicate prevention
  3. Data Cleanup: Remove duplicate records manually if needed
  4. Prevent Future Duplicates: Adjust sync settings to prevent recurrence

Emergency Procedures

Connection Recovery

If ConnectWise integration completely fails:

  1. Immediate Actions:
  2. Check ConnectWise server status
  3. Verify network connectivity
  4. Test API credentials manually

  5. Review recent system changes

  6. Service Restoration:

  7. Disable and re-enable connection if needed
  8. Recreate API keys if corrupted
  9. Reset webhook configuration

  10. Perform manual sync to verify recovery

  11. Data Verification:

  12. Compare record counts between systems
  13. Verify recent changes synced correctly
  14. Check team assignments and routing
  15. Test AI integration functionality

Escalation Procedures

When to contact Super IT support:

Immediate Escalation: - Complete sync failure affecting all operations - Data corruption or loss detected - Security breach or unauthorized access - System completely unresponsive

Standard Support: - Intermittent sync issues - Performance degradation - Configuration questions - Feature enhancement requests

Contact Information

  • Support Portal: Access through Super IT dashboard
  • Emergency Contact: Use emergency escalation procedures
  • Documentation: Reference this guide and ConnectWise documentation
  • Community: Super IT user community for peer support

Prevention and Monitoring

Regular Maintenance

Daily Checks: - Verify sync status indicators - Review error logs for new issues - Check webhook delivery health - Monitor system performance metrics

Weekly Reviews: - Analyze sync performance trends - Review field mapping accuracy - Check connection health metrics - Validate team routing configuration

Monthly Audits: - Compare data accuracy between systems - Review security and access permissions - Update API credentials as needed - Plan for ConnectWise system updates

Monitoring Setup

Key Metrics to Track: - Sync success rates - Average sync duration - Webhook delivery rates - Error frequency and types - System resource utilization

Alert Configuration: - Sync failure notifications - Performance threshold alerts - Security event monitoring - Resource usage warnings

Still experiencing issues? Contact Super IT support through the dashboard or reference ConnectWise documentation for API-specific questions.

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