Audience: All users — customers and CS/support teams

Applies to: All integrations and environments

Last reviewed: 2026

This guide covers the most frequent issues reported by APPSeCONNECT customers, organized by category. For each issue you will find: symptoms to identify it, root causes, and step-by-step resolution.

Section 1: Order Sync Failures

Order sync issues are the most commonly reported problems. Use this section to diagnose why orders are not appearing in your destination system.

1.1 Orders Not Appearing in SAP / Destination ERP

Symptoms: Orders are visible in your eCommerce platform (Shopify, WooCommerce, BigCommerce, etc.) but are not created in SAP or your ERP.

Step-by-step diagnosis:

1. Check if the ProcessFlow ran: go to ProcessFlow > Sync Info and look for executions in the time window when the order was placed.

2. If no execution appears: check that the ProcessFlow is Active and that the schedule or webhook is configured correctly.

3. If an execution appears but the order is missing: open the Snapshot for that execution and look for red (failed) records.

4. If the order appears as an error in Snapshot: click it to see the full error message.

5. If the Snapshot is blank: the RETURN RESPONSE node is missing from the ProcessFlow (see Section 4.1).

Common root causes and fixes:

• Webhook not firing: Re-register the webhook URL from the ProcessFlow deployment panel.

• ProcessFlow is paused: Go to ProcessFlow list and confirm status is Active.

• Order filter excluding the order: Check DECISION node conditions. A misconfigured filter may silently skip orders.

• Credential expiry: Validate connections and refresh tokens (see Section 2).

• Data validation error in SAP: Check Snapshot for 'Item not found', 'Business Partner missing', or 'Invalid series' messages.

1.2 SAP ID Generation Failures (PCH / PPH / PNA Order Numbers)

Orders sync to SAP but the SAP-generated document number is not written back to the eCommerce platform. Fix: ensure the ProcessFlow includes a reverse sync step to GET the SAP document number and POST it back to the eCommerce order. Add a DELAY node (2-5 seconds) to handle race conditions.

1.3 Duplicate Orders in SAP

Cause: both a scheduled flow and a real-time flow triggered the same order. Fix: ensure only ONE flow handles each order type. Add a DECISION node to check if the order already has an SAP ID before syncing.

1.4 Specific Order Not Synced

Search for the order in Sync Info. If not found: it may be filtered by a DECISION node. If found with Error: fix the underlying data issue (missing product in SAP, invalid address, missing Business Partner) then Resync.

1.5 Dynamics 365 / NAV — Order Not Created

Check Snapshot for the error. Verify the NAV/BC connection. Ensure the BC environment is 'Production' not Sandbox. Check that the Sales Order API endpoint is enabled and the APPSeCONNECT API user has write permissions.

1.6 Resync (Retry) Not Working

If Resync does nothing: confirm the ProcessFlow is Active. If Resync retries but fails again: resolve the root cause first (fix data or connection), then resync. Custom Trace Conflict: contact your SAP administrator to release the trace lock.

Section 2: Connection and Authentication Issues

2.1 Amazon LWA (Login With Amazon) Credential Rotation

This is one of the most frequently reported issues. Amazon requires periodic rotation of LWA credentials for all SP-API integrations.

Symptoms: Amazon orders stop syncing. Snapshot shows 'invalid_client', 'access_denied', or 'Token has expired'. You received an Amazon email: 'Action Required: Amazon LWA Credential Rotation'.

1. Do not delay — rotation must be completed before Amazon's deadline.

2. Log in to Amazon Seller Central (or Vendor Central).

3. Go to Apps & Services > Manage Your Apps.

4. Find the APPSeCONNECT application. Click Authorise new credentials.

5. Copy the new Client ID and Client Secret.

6. In APPSeCONNECT portal: Apps > My Apps > Amazon Seller Central.

7. Update Client ID, Client Secret, and generate a new Refresh Token.

8. Click Validate Connection. Wait for confirmation.

9. Resume any paused flows and verify orders begin flowing in Snapshot.

WARNING: Amazon Vendor Central (VC) LWA rotation is separate from Seller Central. If you have both integrations, both require rotation. 'invalid_client' for VC confirms VC LWA credentials are expired.

2.2 HubSpot Connection Broken or Token Expired

Symptoms: HubSpot flows stop syncing. Snapshot shows '401 Unauthorized' or 'Token invalid'.

1. In HubSpot: Settings > Integrations > Private Apps.

2. Check if the APPSeCONNECT Private App still exists. If deleted, recreate it with the same scopes.

3. If the app exists, rotate the secret or copy the current token.

4. In APPSeCONNECT: Apps > My Apps > HubSpot. Paste the new token.

5. Click Validate Connection.

6. If validation fails from On-Premise Agent: check that api.hubapi.com is accessible from the agent machine (not blocked by firewall).

2.3 SAP Business One Cannot Connect (DI Server / SLD Issues)

Symptoms: SAP B1 connector validation fails with 'Cannot connect to DI API Server', 'Connection refused', or 'SLD not available'.

1. Log in to the SAP B1 server machine.

2. Open Windows Services (services.msc).

3. Check 'SAP Business One DI Server' and 'SAP Business One SLD'. If Stopped, right-click > Start.

4. Wait 60 seconds, then retry validation in APPSeCONNECT.

5. If still failing: check firewall — agent machine must reach SAP server on port 30000 (DI Server) and 40000 (SLD).

6. Check that the SAP company database name in APPSeCONNECT exactly matches the database name in SAP B1 (case-sensitive).

WARNING: After a SAP B1 server restart, DI Server and SLD may take 3-5 minutes to fully initialise. Wait before attempting to validate.

2.4 On-Premise Agent Cannot Connect / VPN Issues

1. Confirm the agent machine has internet access — try opening app.appseconnect.com in a browser on the same machine.

2. Check if a corporate VPN is required for outbound connections. If yes, ensure VPN is connected.

3. Verify outbound HTTPS (port 443) to APPSeCONNECT cloud endpoints is allowed.

4. The On-Premise Agent communicates outbound — no inbound ports need to be opened.

5. If using a proxy server: configure proxy settings in appsettings.json in the APPSeCONNECT installation directory.

6. Restart InSync Service after network configuration changes.

2.5 WooCommerce Connection Issues

1. Confirm WooCommerce REST API is enabled: Settings > Advanced > REST API.

2. Verify API Key and Secret match.

3. If behind Cloudflare or WAF: add APPSeCONNECT IP ranges to the allowlist.

4. Ensure your site has a valid SSL certificate (expired or self-signed will be rejected).

5. After WooCommerce major version upgrades, re-validate the connector.

2.6 Salesforce / Zoho CRM OAuth Issues

• Salesforce: Re-authorise when a user password changes or the Connected App is modified. Check Salesforce Setup > Connected Apps > APPSeCONNECT for OAuth policy.

• Zoho CRM: Zoho OAuth refresh tokens expire after 60 days of inactivity. Re-authenticate by clicking Validate Connection and completing the Zoho OAuth flow.

Section 3: Data Mapping and Field Sync Issues

3.1 Null Value Not Converting to Integer

Symptoms: ProcessFlow fails with 'Cannot convert null to Int32', 'Value cannot be null', or 'Type mismatch'.

1. Identify the field in the Snapshot error.

2. In the MAPPER node, locate the mapping for that field.

3. Wrap the source field in the '#' (default) transformation: returns 0 or a specified default when the source value is null.

4. Example: #(quantity, 1) defaults to 1 if quantity is null.

5. If the field must accept null, change its type from Integer to String (nullable) in the App Resource schema.

6. Save the MAPPER and redeploy.

TIP: Always apply null-handling (#) to numeric fields (Quantity, Price, Tax Rate, Discount) during initial setup to prevent 'type mismatch' errors in production.

3.2 Address Sync Issues (BillTo / ShipTo Misalignment)

Symptoms: Orders in SAP show the wrong billing or shipping address, or address fields are empty.

1. Verify BillTo fields map to SAP CardAddress and ShipTo to SAP ShipToAddress — these are distinct field groups.

2. Shopify has 'billing_address' and 'shipping_address' as separate JSON nodes — ensure MAPPER uses the correct node.

3. If only one address is sent: use a DECISION node to copy billing_address to shipping_address when shipping is absent.

4. For Zoho CRM ↔ SAP: Zoho has multiple address types (Billing, Shipping, Mailing, Other) — map each explicitly.

3.3 Tracking Number Not Syncing

1. Confirm a separate tracking sync ProcessFlow exists (triggered after SAP delivery creation).

2. Check Snapshot of the tracking flow for errors on the POST node.

3. For Shopify: Fulfillment requires both 'tracking_number' AND 'tracking_company'. Missing tracking_company means the number won't display.

4. If SAP shows tracking in a staging table but it's not syncing: reduce the sync schedule interval or switch to real-time trigger on SAP delivery status change.

3.4 Product / SKU Sync Issues

• Item not found in SAP: eCommerce SKU must match SAP Item Code exactly (case-sensitive). Add a transformation to normalise SKU case.

• Hexadecimal SKU format: Convert hex SKUs: parseInt(sku, 16).toString()

• Variant sync missing: Use SPLITTER node to iterate over Shopify variants — each variant is a separate SAP item.

• Image sync payload too large: Resize images to under 2MB. Use DELAY node for rate-limiting in image sync flows.

3.5 Price Sync Issues

• Price not updating: Confirm price sync flow is active. Verify the price list name matches exactly.

• Future-dated prices appearing early: Add DECISION node to filter records where effective date is in the future.

• Tax miscalculation: SAP stores net prices (ex-tax); Shopify/BigCommerce may use inclusive pricing. Add tax calculation in MAPPER.

3.6 Zoho CRM Deal Stage Not Syncing

1. Add a lookup/translation table in MAPPER to convert Zoho stage names to SAP stage codes.

2. Verify DECISION node is not blocking all stages except 'Closed Won'.

3. Confirm Zoho webhook triggers on 'Deal Stage Changed', not just 'Deal Created'.

3.7 Custom Fields and UDFs Not Syncing

1. In APPSeCONNECT, go to the App Resource for the affected app.

2. Confirm the custom field is in the schema. SAP UDFs have names prefixed with 'U_' (e.g., U_WebOrderID).

3. If not in schema: Edit Schema > Add Field. Enter the exact API field name.

4. Update the MAPPER to include the new field. Redeploy the ProcessFlow.

Section 4: ProcessFlow and Platform Issues

4.1 Blank Snapshot / Missing Sync Info

Cause: The RETURN RESPONSE node is missing from the ProcessFlow.

1. Open the ProcessFlow canvas.

2. Check if the last node is a RETURN RESPONSE node.

3. If missing: drag a RETURN RESPONSE node from the panel and connect it as the final node.

4. Set the response format to return the processed records array.

5. Save and redeploy. Run a test sync — Snapshot and Sync Info should now populate.

WARNING: This issue is easy to miss because the flow appears to run without errors — records sync but you cannot see, audit, or retry them. Always add RETURN RESPONSE as a mandatory final step.

4.2 Real-Time ProcessFlow 'Service Not Available'

1. Confirm InSync Service is running (On-Premise).

2. Check agent status in Environments — should show Online.

3. If Offline: restart InSync Service, wait 60 seconds.

4. If Online but failing: undeploy and redeploy the ProcessFlow.

5. Verify the webhook URL in your source app matches the current endpoint in ProcessFlow Deployment details.

6. If using Cloud Agent: contact APPSeCONNECT support.

4.3 Resync Filter Not Working

1. Go to App Resource for the source application.

2. Confirm the filter field (e.g., Priority, Order Status) is defined in the schema with the correct field name and type.

3. If the field is not in schema: add it via Edit Schema.

4. In the MAPPER, verify the filter field is correctly mapped from source to APPSeCONNECT's internal structure.

5. Test with a single known record before running a bulk resync.

4.4 ProcessFlow Deployment Fails

Symptoms: Clicking Deploy on a ProcessFlow shows an error or the flow never reaches Active status.

• Incomplete flow canvas: Every flow must have a valid path from START to END with all nodes properly connected. Check for disconnected nodes or missing connections.

• Missing credentials: If any connector in the flow has unvalidated credentials, deployment fails. Validate all connections before deploying.

• MAPPER errors: Syntax errors in transformation expressions block deployment. Check MAPPER for red error indicators on individual field mappings.

• Schema mismatch: If the App Resource schema was updated after the MAPPER was created, there may be fields in the MAPPER referencing schema fields that no longer exist. Remove stale references.

4.5 Schedule Not Running

Symptoms: A scheduled ProcessFlow is set to run every X minutes/hours but the execution log shows it hasn't run at the expected times.

• Flow is paused: Check the flow status — Paused flows do not execute on schedule. Click Resume.

• On-Premise Agent offline: Scheduled flows that run on the On-Premise Agent will not execute while the agent is offline. Check agent status.

• Schedule timezone mismatch: APPSeCONNECT uses UTC for scheduling. If you set '9:00 AM', it's 9:00 AM UTC. Convert to your local timezone when setting schedules.

Section 5: Performance and Timeout Issues

5.1 Sync Timeout on Large Batches

Symptoms: ProcessFlow execution stops midway through a large batch. Snapshot shows partial records synced. Error: 'Request timeout' or 'Gateway timeout'.

1. Reduce the batch size: in the APP (GET) node, lower the records-per-call parameter (e.g., from 100 to 25).

2. Add a DELAY node between batches to give the destination system time to process.

3. For SAP B1: large batches can overwhelm the DI Server. Reduce to 10-20 records per call during initial data loads.

4. If timeouts persist: split the flow into multiple smaller flows, each covering a different data range (e.g., by date range or record ID range).

5.2 Sync Slowing Down Over Time

Symptoms: A flow that initially processed 500 records/hour is now processing 50/hour.

• Sync Info table growing too large: Archive or clean up old Sync Info records. A very large Sync Info log can slow down record insertion.

• Source system pagination increasing: If filtering by 'modified since last sync', and the last sync timestamp is not being saved correctly, the query fetches increasingly large result sets. Verify the watermark/timestamp field is updating correctly after each successful run.

• On-Premise Agent resource constraints: Check Windows Task Manager on the agent machine for CPU/memory usage. High load from other applications can slow APPSeCONNECT processing.

5.3 Large File / Attachment Sync Failing

• APPSeCONNECT has a default payload size limit per API call. For file/attachment sync, use a dedicated file transfer flow rather than embedding file content in the main data sync.

• Break large files into smaller chunks using APPSeCONNECT's SPLITTER node.

• For document management systems (SharePoint, Google Drive, SAP Document Management): use the appropriate connector and ensure file size limits are configured per that connector's documentation.

Section 6: User Permissions and Access Issues

6.1 Cannot Access ProcessFlow / Configuration Missing

Symptoms: A team member cannot see certain ProcessFlows, configurations, or settings.

• Role-based access: APPSeCONNECT uses role-based access control. The user may not have the 'Manage ProcessFlows' or 'View Configurations' permission. Admin: go to Settings > Users and update the user's role.

• Wrong organisation: Confirm the user is logged into the correct APPSeCONNECT organisation (organisation switcher in the top-right corner).

• Environment access: Some environments may be restricted. Check if the user has access to the specific environment under Settings > Environments.

6.2 New User Cannot Log In

1. Confirm the user was invited via Settings > Users > Invite User (not just 'created').

2. Ask the user to check their spam/junk folder for the invitation email.

3. If the invitation expired (valid for 48 hours): re-send the invitation.

4. If the user is set up with SSO (Azure AD, Okta): confirm the IdP is configured correctly in APPSeCONNECT Settings > SSO.

Section 7: Error Message Reference

Use this reference to quickly identify the cause and fix for common error messages seen in APPSeCONNECT Snapshots.

Section 8: Escalation Guide

When to escalate to APPSeCONNECT support:

• The issue is not resolved after following the steps in this guide.

• You see an error not listed in Section 7.

• A flow that was working stops without any configuration change.

• You need a ProcessFlow change that requires a configuration update beyond your access level.

• Data has already been duplicated or corrupted in a connected system.

How to raise a support ticket effectively:

1. Capture the exact error message from Snapshot (copy as text, not screenshot).

2. Note the ProcessFlow name, execution timestamp, and record ID(s) affected.

3. Describe what changed recently (deployments, credential updates, app upgrades, server restarts).

4. Export the Snapshot as CSV and attach it to the ticket.

5. Include the environment name (Cloud or On-Premise, environment ID).

Contact APPSeCONNECT support at: support.appseconnect.com

TIP: When you submit a ticket with a Snapshot CSV and exact error text, resolution time is typically 50% faster than tickets with only a description.