Troubleshooting Syncs in the Integrations Center

When a sync shows Warning, Failure, Not Run, or Never Ran, start with the file and the full message. Those two checks usually tell you whether to fix an export, wait for another run, or contact Support.

Start with these checks

For recurring SFTP deliveries:

• Open the Files tab and find the expected file.
• Compare its name with the expected name or configured Custom File Name.
• Check its size and Last Modified time. A very small file may contain only headers; an old timestamp may mean delivery has stopped.
• Return to Integrations, click the integration’s name, and read Sync History.
• Read the entire message, including individual runs inside grouped entries.
• Confirm the integration’s Active toggle is on.

Check whether the expected file is listed, its name matches exactly, its size looks reasonable, and its Last Modified time fits the delivery schedule.

For a one-time upload, check Sync History directly. Uploaded files don’t appear on the Files tab.

Yellow: review the warning

Follow the message’s specific guidance:

• Missing columns: add the named columns to the source export. Confirm you’re exporting the correct report.
• Extra columns: check whether they’re genuinely unneeded or whether a required column was misspelled.
• Missing and extra columns together: compare the two lists for a renamed column, such as studentid versus student_id.
• Empty file or header-only file: check the source system’s date range and filters, then confirm the export returns records.
• No file found: confirm delivery ran and that the file name matches.

Extra-column example: the message says the file will be processed, but the extra column will be ignored.

Missing-column example: the message names the missing headers and says their values will be empty.

Some warnings indicate that recognized data loaded while other values are missing. Others indicate there was no usable file. Let the message guide your next step.

Not Run or Never Ran: check what was expected

Not Run usually means there was no usable file to process. Check delivery, the name, and whether records were included.

Never Ran means the integration has never executed. This is normal for unused catalog items. If you expected it to run, check that setup is complete and Active is on, then allow the next scheduled run.

Red: choose the next action

For file-related failures, correct the source file or export:

• Confirm the file arrived under the expected name.
• Use .csv or tab-delimited .txt. A comma-separated file should be saved as .csv.
• Confirm the first row contains the required column names and that data rows follow it.
• Compare the headers and column order with the integration’s requirements.
• For a zip-file problem, contact Support if credentials or further help are needed.

Wait for the next scheduled run when the exact message is Remote file too young; skipping, Network error, Transfer failed, or Unknown error copying file. If the same message appears on two consecutive runs, email Support.

Email Support right away for these messages

• Authorization or login failures, including codes 1018 and 1019.
• Permission denied, including code 1027.
• No valid data rows or an undetermined data position, including codes 1024 and 1025.
• Missing district, school, or class matches, including codes 1022, 1023, and 1021.
• Error message undefined (1026) or Unknown error, please contact support (1035).
• A general processing failure, a failure with no explanation, or a message you can’t identify.

For 1034, first check the file name, format, and data rows. Contact Support if those checks don’t resolve it.

This example shows error 1018, a login failure. Contact Support rather than trying to fix the data file.

What to send

Email support@abre.com and include:

• Your site ID and integration name.
• The date and time of the run.
• The error code, if one is shown.
• The full message exactly as it appears.
• A screenshot of the Sync History entry.