Basic information about integrations, how to troubleshoot, and understand some of the errors you are finding in your forms. This information is generalized to make it a bit easier to look into the errors you are seeing. Please keep in mind that you can always ask Support for assistance and we would be happy to help look into the issues with you.

Integrations

Integrations allow two unrelated Applications to talk to one another and pass information. In our case it is GoCanvas passing information to another Application to store our Client’s Submissions information. It uses an API to accomplish this task. 

Types of Issues 

There are several types of errors that can occur for integrations. Many require Clients to re-integrate their App to resolve the matter. However more and more we are finding that this is not the proper resolution. There are times where re-integration has already been completed but Submissions are not appearing in the integration. There are many reasons for this. The space of the integration is at capacity, a file of the same name already exists, there have been too many write operations at one time and the list goes on. It is important that we verify what the issue is so that we find the best resolution for the client.

How to Identify each Issue

To properly identify the issue we need to be looking at the integration logs and understand what these errors mean. The list of possible errors can be quite long so understanding the basics of what the errors mean is important. This is generally easy to work out based on the error provided. 

Understanding basic types of errors can go a long way in finding the correct resolution. Basic issues include but are not limited to:

• Access

• Missing Data

• Account Related

• Storage

• File Names

Triaging and Working each type of Issue

Access

Access related issues are probably the more common type of issues we find. This includes things like “expired_access_token”, “invalid_access_token”, “unknown_token”, “invalid_api” and many others. The basic issue here is that the integration is expecting something specific in the api call that is either missing or invalid. To resolve this issue the client would need to re-integrate and push all submissions from the last 48 hours through to their Integration. Error emails may still come in but they can be ignored for the next couple days unless it is for a different App.

Missing Data

Some clients will reach out to us claiming their Integration is not working properly and that they are missing data. This can be from any number of reasons. First we need to figure out why this could be happening. Is it access, account, storage or file related? After we sort out what the root cause is then we need to complete the correct steps to resolve that issue and then have the client copy their missing Submission data over to their Integration. We will also want to keep an eye on any issues regarding the Integration over the next few days to verify that no issues have been created as a result of the client re-integrating.

Account Related

Account related issues stem from the client using one account to set up an integration and then switching to another. Depending on the set up of the client’s integration different accounts will see different data. This is not something GoCanvas has any control over. This is something to do specifically with the client and how they set up their Integration outside of GoCanvas. 

For example, the GoCanvas Admin set up an integration under their email. One of the other admin log in with a different email and can’t see the data due to how the client set up their Dropbox account. 

We will need to clarify with the client that this is a possibility and that they would need to fix this issue on their end. To verify if this is the issue, have the client provide the log in they are using to access their integration and check it against what we have. If you are unable to find it, verify whether or not the client has multiple logins for their integration account and have them look internally for the person who set it up to get the correct information. Re-integration should not be required for this unless changes the client made make it necessary.

Storage 

There are times where we receive integration errors due to a lack of space in the client’s integration. You can verify this by viewing the integration logs and finding the error. The error may reference key words such as “storage”, “space”, “size”, or anything indicating that the amount of data would not fit. This is something the client will need to fix on their end. They will need to either move data, delete data or expand their storage capacity. Re-integrating should not be required unless the changes the client made make it necessary.

File Names 

There are times where the integration logs state that the submission already exists and was not able to copy it over. There could be a file name already in the integration or the Submission was copied over and the client attempted to do it again. In some cases the Submission was already copied over but the integration fired it off again which causes the error. To resolve this issue we will need to direct the client to find the Submission in their integration and verify its data. If it is truly a copy then the client doesn’t need to do anything. If it just happens to be the same file name then the client may need to change the file name and copy the Submission over to their integration. Re-integration should not be required for this unless changes the client made make it necessary.

Verifying Integration Logs 

To verify Integration Logs you will need to access the App Submissions page. From there, you will find a list of Submissions along with their basic information and Quick Links. The Quick Links have some icons next to each of the Submissions and if you hover over them they will tell you what they are in a pop-up tool-tip. You will find that one of them says “Integration Logs”. If you click this Icon it will bring up a window that provides you with the Integration logs for that specific Submission. It will tell you if it was successful or if it failed and why it failed. 

Re-integration 

To verify if re-integration has taken place you need to look at the integration logs and look at the integration number. Next to the integration number it may say (deleted). If this is the case then this integration version has been removed and no longer exists. Next you will need to go to the App Settings page and view the Integration Options to see if the Integration was re-connected again. If so then re-integration has been completed.