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Issue Detected - Sync Fault from the system

This guide explores some of the reasons that an invoice won’t sync and how to troubleshoot the sync logs

Troubleshooting: Invoices Not Syncing (Understanding Sync Faults)

Cloud Depot is built to be highly scalable and resilient. However, from time to time, errors can occur that are outside our platform's control (usually due to validation rules in Xero or Autotask).

This guide explains how our sync engine handles errors and how you can identify and resolve "Fault" status invoices.

1. How the Sync Engine Handles Errors

When a sync item encounters an error, Cloud Depot doesn't give up immediately. We use a 3-Strike Policy:

  • The Retry Loop: The system will attempt to re-sync the item up to 3 times.

  • Fault Status: If the 3rd attempt fails, the item status changes to Fault. The engine will stop attempting to sync that specific item to prevent data loops.

  • Alerts: If your profile is configured for email alerts, you will receive a notification within one hour of a fault occurring. (To avoid inbox spam, we limit these alerts to a maximum of one email per hour).

2. Preliminary Connectivity Check

Before diving into individual invoice logs, ensure the "pipes" are still connected:

  1. Check Autotask: Is the API connection still active?

  2. Check Xero: Has the OAuth token expired?

  3. Check Service Status: Visit our Status Page to ensure there are no known outages with our platform or partners.

3. Troubleshooting a sync fault