IntELIEKonnect troubleshooting
Most IntELIEKonnect problems are a connector that isn't in the state you think it is. Find your symptom, then open the page that fixes it.
Find your symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| A connector went Disabled on its own and shows under Required Attention on Home. | Its sign-in stopped working and Elie switched it off. | Follow Action required on Configuration, then Enable. Verifying |
| Enable fails with Set a schedule before enabling a pull import. | An import connector needs a schedule. | Schedules |
| Enable is greyed out. | A folder or accounting organisation hasn't been chosen. | Configuration |
| No Fetch now or Deliver now. | Hidden unless the connector is Active. Deliver now also needs Scheduled Batch and a schedule. | Fetch now · Deliver now |
| Couldn't start the fetch | Usually the connector isn't bound to anything. | Import channels |
| An import connector is Active but nothing arrives. | It isn't bound, or nothing new has arrived since you enabled it. | Fetch now |
| Files skipped on Home, or a banner on Configuration saying a file was skipped. | A file could never be imported, so Elie set it aside and carried on. | Skipped files |
| Imports keep failing on Home. | The last few runs all failed, so nothing new is coming in. | Skipped files |
| Documents finish but nothing is exported. | No live export channel, or the connector is Disabled. | Export channels |
| Exports arrive later than expected. | Group Export is Scheduled Batch, so they wait for the schedule. | Export schedule |
| The connector is missing from a channel dropdown. | Only Active and Connected connectors are listed. | Statuses |
| There is no Edit on a tab. | The connector is Active, so its settings are locked. | Enable, disable |
| Remove is missing or greyed out. | The connector is Active, or still bound. | Connectors & Bind |
| A tab you expected is missing. | The connector's type never has it. | Which tabs |
| After Save Changes the connector still uses its old settings. | The test failed, and a failed test saves nothing. | Configuration |
| The password fields went blank after you changed the server. | A saved password is never sent to a different server. | Configuration |
Hidden, not greyed out
Controls that don't apply are removed rather than disabled: Enable, Fetch now, Deliver now, Remove, Edit and whole tabs can be absent with no explanation. Read the connector's Overview tab, its type after Type: in the header, and your role, before assuming a fault.
The two quiet failures
A document that reaches export with no live export channel reads Completed, with nothing delivered and no error anywhere. And an import connector with no live binding doesn't run at all: it waits, then catches up from where it stopped once you bind it.
Required Attention on Home
Home lists connectors that need you under Required Attention, each with its reason: for example Authentication failed, On billing hold when your organisation's billing has run out, Imports keep failing, Files skipped, or a connector Elie switched off that you have since fixed but not switched back on. Select a row to open the connector's Configuration tab, where the warning and its fix are.
Next
- Connector statuses explained - what each status means.
- Handling skipped files - files an import set aside.
- Platform troubleshooting - problems outside IntELIEKonnect.