Help Center / Troubleshooting

Integration Sync Issues

This article covers troubleshooting for third-party integrations with CRM systems, Slack, payment processors, and other connected services.

Integration Overview

Light connects with many external systems to automate your workflows. This article helps you troubleshoot when those integrations aren't working properly.

General Integration Troubleshooting

Checking Integration Status

  1. Go to Settings > Integrations
  2. Review the list of connected apps
  3. A green checkmark or "Connected" status means it's working
  4. A red icon or "Error" status indicates a problem
  5. Click the integration to view detailed status

Common Integration States

  • Connected: Integration is active and syncing
  • Disconnected: Integration was disconnected; needs reconnection
  • Error: Last sync failed with an error
  • Pending: Integration is being set up; initial sync in progress
  • Disabled: Integration is turned off

Issue 1: Slack Integration Not Responding

Symptoms

  • @Light bot doesn't respond in Slack
  • Messages to Light are ignored
  • "Bot not found" error appears

Solutions

  1. Verify Your Email Matches:
    • Light identifies you by matching your Slack account's email address to your Light user email
    • If the email on your Slack profile differs from the email you use to sign in to Light, the bot cannot resolve your user and won't respond
    • Update one of the emails so they match, or ask your admin to check
  2. Verify Bot Is in Channel:
    • Open the Slack channel where you're trying to use Light
    • Click channel name at top
    • Look for Light in the members list
    • If missing, click Add Members and add Light
  3. Use Correct Mention:
    • Type exactly: @Light (capital L)
    • Incorrect capitalization or spacing won't work
    • Use single space between @ and Light
  4. Check Bot Permissions:
    • Go to your Slack workspace settings
    • Click on Light's app
    • Verify it has permission to read and respond in channels
    • Enable missing permissions
  5. Reinstall Slack Integration:
    • Go to Light > Settings > Integrations > Slack
    • Click Disconnect
    • Click Connect to Slack again
    • Authorize Light to access your Slack workspace
    • The bot should now respond
  6. Check Slack Workspace:
    • Verify Light is installed in the right Slack workspace
    • Go to App Directory in Slack
    • Search for Light
    • If not there, install it first

Tip: Direct messages to @Light sometimes work better than channel mentions if channel mentions are failing.

Issue 2: CRM Sync Not Working

Symptoms

  • Customer or deal data not syncing from CRM
  • Light shows old data from days ago
  • Salesforce/HubSpot changes don't appear in Light

Solutions

  1. Verify Sync Is Enabled:
    • Go to Settings > Integrations > [CRM Name]
    • Check if sync is toggled On
    • If off, click to enable
  2. Know the Sync Schedule:
    • Sync schedules are managed by Light and are not configurable per company
    • Salesforce syncs run automatically roughly every 20 minutes
    • HubSpot imports run once per hour, and exports to HubSpot run once per hour on a separate schedule
    • If data is older than that, trigger a manual sync or check the connection
  3. Manually Trigger Sync:
    • For Salesforce, open the integration and trigger a manual sync to immediately import the latest data
    • For HubSpot, manual syncs can only be run by Light — contact support if you need one
    • Wait a few minutes for the sync to complete
  4. Verify API Connection:
    • Click the integration to view connection status
    • If showing error, credentials may have expired
    • Click Reconnect to re-authenticate with your CRM
    • Sign in with your CRM account again
  5. Check Permissions:
    • The CRM integration needs specific permissions
    • Go to your CRM account settings
    • Verify Light's connected app has necessary permissions
    • Grant any missing permissions
  6. Review Workflow Runs:
    • CRM records are processed through workflows (for example, Salesforce deals are turned into contracts by a workflow)
    • Go to Settings > Workflows and open the relevant workflow to review its runs
    • Failed runs show the specific reason a record didn't sync, such as permission errors or API limits

Issue 3: Payment Processor Webhook Not Firing

Symptoms

  • Payments show in processor but not in Light
  • Light doesn't get notified of new transactions

Solutions

  1. Check Connection Status:
    • Go to Settings > Integrations > [Payment Processor]
    • Verify the connection shows as active
    • Webhooks are configured automatically by Light when you connect — there is no webhook URL to set up or maintain yourself
  2. Verify the Event Exists in the Processor:
    • Check the processor's own dashboard to confirm the payment or event actually occurred
    • Light receives events as they happen after the integration is connected; records created before connecting may not appear automatically
  3. Reconnect Integration:
    • If events stop arriving, disconnect and reconnect
    • Go to Settings > Integrations
    • Click Disconnect on the processor
    • Click Connect to set up fresh and re-authorize Light
  4. Contact Support:
    • If events are confirmed in the processor but still missing in Light, contact support
    • Include the transaction ID and approximate time so the delivery can be traced

Issue 4: Currency or Amount Conversion Issues

Symptoms

  • Amounts appear in wrong currency
  • Currency conversion rate looks incorrect
  • "Currency mismatch" errors appear

Solutions

  1. Check Entity Currency Settings:
    • Verify your entity's base currency is correct under Settings > Entities
    • Amounts from integrations are recorded in their original currency and converted to your base currency
  2. Verify Exchange Rate Source:
    • Light uses market exchange rates
    • Historical transactions use rates from transaction date
    • Check if conversion rate matches your expectations
    • If consistently off, contact support
  3. Review Transaction Details:
    • Some transactions are multi-currency
    • Check if amount in original currency is correct
    • Conversion may be from another currency, not your base
  4. Reconcile Manually:
    • If conversion is wrong, create adjusting journal entry
    • Record currency gain/loss
    • Match against bank balance
  5. Contact Processor:
    • Verify the processor is reporting amounts in the right currency
    • Some processors have currency settings
    • Ensure processor is set to your company's currency

Issue 5: Duplicate Entries After Sync

Symptoms

  • Same transaction appears multiple times after sync
  • Data duplication increases with each sync
  • Can't tell which record is original

Solutions

  1. Identify Duplicates:
    • Look at transaction dates and amounts
    • Same transaction usually has similar timestamps
    • Check if amounts, dates, and descriptions match
  2. Delete Obvious Duplicates:
    • Keep the more complete/accurate record
    • Delete the duplicate
  3. Contact Support:
    • Light's integrations match records against their ID in the source system, so duplicates should not normally occur
    • If duplication is widespread or keeps recurring after cleanup, contact support with example records

Issue 6: Data Not Appearing in Light

Symptoms

  • Connected system has data but it's not in Light
  • Sync completes but nothing changes
  • Records from processor/CRM don't appear

Solutions

  1. Check Sync Direction:
    • Some integrations sync one way only, or have separate import and export directions (for example, HubSpot)
    • Verify the direction you need is enabled on the integration
    • If one-way, you may need to import manually
  2. Verify Permissions:
    • Light may not have permission to access the data
    • Go to your connected system
    • Check Light's app permissions
    • Enable "read" permission for the data type
  3. Review Workflow Runs:
    • Imported records are processed through workflows before they appear in Light
    • Go to Settings > Workflows and check the runs for the relevant workflow
    • A failed or skipped run explains why a record didn't appear
  4. Manual Trigger:
    • For Salesforce, trigger a manual sync from the integration
    • Wait several minutes for sync to complete
    • If still missing, check the workflow runs for errors
  5. Check If Data Meets Criteria:
    • Some integrations only sync certain records
    • Example: Only syncing paid invoices, not open ones
    • Verify your record meets the sync criteria
    • Contact support if criteria are unclear

Issue 7: Performance Issues After Integration

Symptoms

  • Light is slower after enabling integration
  • Reports are taking longer to load
  • Interface is sluggish during sync

Solutions

  1. Allow Initial Syncs to Finish:
    • Syncs run in the background on Light's servers on fixed schedules
    • A large initial import can take a while to process; data appears progressively
    • Sync schedules and scope are managed by Light and are not configurable per company
  2. Check Browser Performance:
    • Clear browser cache
    • Close unnecessary tabs
    • Restart browser
    • Use modern browser (Chrome, Edge)
  3. Contact Support:
    • If performance issues persist
    • Provide details on what's slow

Issue 8: Credentials Expired

Symptoms

  • Integration shows "disconnected" or "auth error"
  • "Invalid credentials" message appears
  • Integration stopped working after weeks of use

Solutions

  1. Reconnect Integration:
    • Go to Settings > Integrations
    • Find the disconnected integration
    • Click Reconnect or Re-authenticate
    • Sign in again with your connected system credentials
  2. Update Password:
    • If you recently changed password at connected system
    • Use new password when reconnecting
    • Don't use old password
  3. Refresh OAuth Token:
    • For OAuth-based integrations
    • Disconnect and reconnect
    • This refreshes the authorization token
    • Should resolve auth errors
  4. Check App Permissions:
    • Go to your connected system
    • Review Light's authorized app
    • Permissions may have been revoked
    • Re-authorize Light
  5. Special Handling for Banks:
    • API credentials for bank connections may expire
    • Review bank's connected app settings
    • Disconnect and reconnect if credentials expired
  • Common issues and solutions
  • Bank connection troubleshooting
  • Data import errors
  • Contacting Light support

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