Integration Core · checked 2026-10-15
Find what you see in the table, then open its heading. These are the problems every integration shares; for a cause particular to one system — its sign-in, its own errors, its own screens — read that connector's own troubleshooting page as well.
Find your symptom
| What you see | Heading |
|---|---|
| A connection reads Not reported yet | A connection reads Not reported yet |
| A connection reads Not checked | A connection reads Not checked |
| Sign-in refused by … | The other system refused the sign-in |
| Cannot reach … | The other system cannot be reached |
| Stopped part-way, or an empty Stopped part-way list | A connection reads Stopped part-way |
| A connection is Switched off and nobody remembers doing it | A connection switched itself off |
| This connection cannot be switched on | Switch on is refused |
| Nothing has crossed since switching on | Nothing has happened since switching on |
| A record reads Unverified | A record says Unverified |
| A record reads Failed | A record failed |
| A record reads Cannot be sent | A record cannot be sent |
| There is no Retry button | There is no Retry button |
| Retry selected skipped records, or said not sent again | Retry selected skipped some records |
| A Needs a decision record comes back | A decision keeps coming back |
| Also open on the same record: … | Two decisions are open on one order |
| Many records read Waiting | Many records are waiting |
| A backlog moves slowly after switching on | A backlog drains slowly |
| A money record for … is waiting for its next try | A money record is waiting for its next try |
| A record for … has not gone through after N tries | A record has not gone through |
| A record is held behind an unknown attempt | A record is held behind an unknown attempt |
| A Reversal not confirmed is hours old | A reversal is not confirmed |
| A document keyed by hand on the other system arrived twice | A document keyed by hand arrived twice |
| A list shows fewer rows than its tile | A list shows fewer rows than its tile |
| No amount on this record | A money record shows no amount |
| Amount Confirmed is ticked but their bill is higher | Amount Confirmed but the bill is higher |
| Amount differs, Currency mismatch or Currency not comparable | An amount or currency alert |
| Too many alerts, or none | Too many alerts, or none |
| The alert email does not arrive, or arrives twice | The alert email does not arrive |
| Deleting an iVendNext record is refused | Deleting a linked record is refused |
| A record reads Decided or Ignored | A record says Decided or Ignored |
| A record the other system sent never appears | A record the other system sent never appears |
| A document cancelled here is still live there | A cancelled document is still live there |
| A change made here has not reached the other system | A change made here has not reached the other system |
| A value changed and changed back, and the change back never came through | A change back to an earlier value was dropped |
| An alert this page does not name | An alert you do not recognise |
| A save is refused, Ask a … fails, or a Hub tile is gone | Small things on the screens |
A connection reads Not reported yet
What you see. The connection reads Not reported yet — blue, or grey.
What it means. It is switched on and has never reported back. Blue: still inside its Check Every (minutes) plus an hour. Grey: overdue. Nothing alerts you about this one.
What to do. Blue: wait one interval. Grey: ask whoever runs your site to check that the site's scheduled jobs, and the connector's, are running (Not reported yet).
When to call support. It is still grey once the scheduled jobs are confirmed running.
A connection reads Not checked
What you see. The connection reads Not checked, in red.
What it means. It was reporting, and has stopped looking for changes within its own schedule plus an hour.
What to do. Ask whoever runs your site whether the connector's scheduled job has stopped (Not checked).
When to call support. The scheduled jobs are running and the connection still does not report.
The other system refused the sign-in
What you see. Sign-in refused by … on the connection, and records Set aside.
What it means. The other system refused the sign-in details. Records are set aside, not failed; nothing is lost.
What to do. Ask a System Manager to renew the details on the connector's setup page; work resumes by itself (Sign-in refused).
When to call support. The renewed details are refused again.
The other system cannot be reached
What you see. Cannot reach … on the connection, and the bell.
What it means. The other system did not answer. Work is paused, not lost, and not retried against it.
What to do. Ask the other system's owner whether it is up, and whether its address changed. Check Cannot Reach It Since before escalating (Cannot reach).
When to call support. The other system is up and answering and the connection still reads Cannot reach.
A connection reads Stopped part-way
What you see. Stopped part-way on the connection — or an empty Stopped part-way report you expected to see something in.
What it means. The connector's last run stopped before finishing; Integration Core is told that it stopped, never why. Only a connector that reports this can show it: an empty list means none reported, not proven fine.
What to do. Check the other system first; a System Manager may find the reason in the Error Log (Stopped part-way).
When to call support. The other system is fine — ask whoever supports the connector.
A connection switched itself off
What you see. The connection reads Switched off, last changed by Administrator, often right after an upgrade.
What it means. The system switched it off because what the connector declares about itself changed.
What to do. Do not simply switch it back on: read the alert, and ask a System Manager to read the Error Log (Switched itself off).
When to call support. Always, with the alert's text.
Switch on is refused
What you see. This connection cannot be switched on.
What it means. Usually another connection of the same kind is already running and only one is allowed — for an ERP, one per company. The message names what is in the way.
What to do. Switch that one off first; only someone who may edit it can. A switched-off connection does not hold the place.
When to call support. Nothing of the same kind is running.
Nothing has happened since switching on
What you see. The connection is on, and no record has crossed.
What it means. Nothing runs until the connector's own scheduled check runs for the first time. Until then the connection reads Not reported yet.
What to do. Check that the site's scheduled jobs, and the connector's, are running before treating it as a data problem. The only proof an integration works is a real record reaching Applied.
When to call support. The scheduled jobs run and the connection has not reported after its interval plus an hour.
A record says Unverified
What you see. A record reads Unverified; the Hub counts it under Cannot tell if it arrived.
What it means. We cannot tell whether it reached the other system. It may have landed.
What to do. Nothing. Never retry it and never try to force it — sending again could move the same money twice (Unverified).
When to call support. It is still there tomorrow.
A record failed
What you see. A record reads Failed.
What it means. It was tried, rejected, and parked for a person. It does not fix itself.
What to do. Read the error in the banner and fix the cause. On a money record going out, check the other system first: if the document is already there, do not retry — call support. Otherwise press Retry — the steps are on Failed. For several records: Retry selected on Integration Activity. Only someone who may edit the record sees Retry.
When to call support. The error does not say what to fix, or returns after the fix.
A record cannot be sent
What you see. A record reads Cannot be sent, or Failed with Acknowledge and no Retry.
What it means. The iVendNext document this change belonged to no longer exists, or the connection marked it as a failure no retry can fix. No retry can help.
What to do. If it matters, fix it on the other system by hand, then press Acknowledge. It records that you saw it and stops the alert; it recovers nothing. Acknowledge shows only to someone who may edit the record.
When to call support. There is no Acknowledge button and you are an Integration Manager.
There is no Retry button
What you see. A record you expected to retry has no Retry.
What it means. Its state refuses a retry (nine states do, each for its own reason, with no override for anyone), or it cannot be sent, or it is a test record, or its connection is switched off, or its connector offers no retry, or your role may not edit it. The list is on When Retry is not offered.
What to do. Read the record's state and banner first. Some records show Retry that should not be pressed: never press it on a record held behind an unknown attempt.
When to call support. None of these explains it.
Retry selected skipped some records
What you see. Retry selected says some records were skipped, not sent again, or not attempted.
What it means. Skipped: in a state that refuses a retry, each with its reason. Not sent again (orange): the connector declined them — correct, not a fault. Not attempted: never tried. Stopped with an error: whether anything was sent cannot be told.
What to do. Retry the not attempted ones again. Open each record that stopped with an error before retrying it. Judge each outcome from the record's own state, not from the message.
When to call support. A record is declined every time and you cannot see why.
A decision keeps coming back
What you see. You closed a Needs a decision record with Keep iVendNext Version, and a new one appeared.
What it means. Closing records your decision; it does not remove the cause, and the next check can raise a fresh one. The usual cause: the other system sent the same change twice with different bytes — a tag or ID it renews on every read — so the second copy looks like new content for a record already done.
What to do. Ask whoever supports that connection whether it sends the same change with different bytes; that is theirs to fix. Otherwise remove the cause on the other system.
When to call support. The cause is gone and it still returns. Give the order number.
Two decisions are open on one order
What you see. The decision says Also open on the same record: ….
What it means. The other system changed the same order twice before anyone answered. Integration Core does not say which question is current, and two questions can be different money questions.
What to do. Read every one first. Where they ask the same question, answer the newest and leave the others.
When to call support. They disagree about money and you cannot tell which is right.
Many records are waiting
What you see. Many records read Waiting.
What it means. Waiting is not failing. One missing piece of setup often holds every record of that kind.
What to do.
- Open Waiting, by cause on the Hub, then one record, and read its Waiting on: line.
- Press Open the fix where it is offered, and fix that one thing. They all move.
- If it waits for a missing record link, use Link manually on Record Links, then retry the record.
Records kept while their connection was switched off drain by themselves once it is on.
When to call support. A record still waits a day after you fixed what it named.
A backlog drains slowly
What you see. After switching a connection back on, Kept while switched off goes down slowly; the bell may say Records kept while … was off are not re-queued yet.
What it means. Kept records are picked up oldest first: one batch at once, then about 500 an hour. Twenty thousand take about forty hours. That is by design, and the records are safe while they wait. If the connection was off for more than a day, the bell says so each hour until they have all gone.
What to do. If the connection is still switched off, nothing moves: switch it on. Otherwise wait, and watch the count go down.
When to call support. The count stops falling for more than an hour while the connection is on.
A money record is waiting for its next try
What you see. The bell says A money record for … is waiting for its next try.
What it means. The connection has not tried this record again for three turns of its schedule (never under four hours). It may be behind other records, or on a run that stopped. The connection retries it, not Integration Core.
What to do. Open the record from the bell. If the connection reads Sign-in refused or Cannot reach, fix that first; the record goes on its next try. Otherwise send the record's name and Try No. to whoever supports that connection.
When to call support. The bell rings again for the same record a day later.
A record has not gone through
What you see. The bell says A record for … has not gone through after N tries.
What it means. A record has been tried that many times (six, unless the connection's Alert After This Many Tries says otherwise) and is still In progress, or it has Failed. One alert can stand for several records of the same connection.
What to do. Open the record from the bell and read its state and error. Failed: see A record failed. Still In progress: if the connection reads Sign-in refused or Cannot reach, fix that first. Otherwise send the record's name and Try No. to whoever supports that connection.
When to call support. The bell rings again for the same record a day later.
A record is held behind an unknown attempt
What you see. A waiting record on Held behind an unknown attempt.
What it means. An earlier attempt at the same record may already have reached the other system.
What to do. Nothing. Do not force it, and do not press the Retry button the record shows (Held behind an unknown attempt).
When to call support. It is still held after a day.
A reversal is not confirmed
What you see. A record reads Reversal not confirmed, and it is hours old.
What it means. iVendNext reversed its side and the other system has not confirmed its side. Whether it went through there is not known yet — it may have.
What to do. Do not reverse it by hand there or refund the customer by hand, and do not retry: each could reverse twice (Reversal not confirmed).
When to call support. One is more than a few hours old.
A document keyed by hand arrived twice
What you see. Someone keyed a document into the other system by hand, and the original arrived there as well.
What it means. A record that waits (Waiting, Failed or Unverified) can still be sent once its cause clears. The copy keyed by hand then becomes a second document.
What to do. Never key into the other system a document the Hub still shows as Failed, Waiting or Unverified without first reading its record. If you must, follow the connector's own help for stopping the original being sent.
When to call support. At once, with both documents' numbers.
A list shows fewer rows than its tile
What you see. A list opened from a Hub tile shows fewer rows than the tile counted.
What it means. The list carries the tile's filters, and the count at the top right can lag for a moment after a filter changes.
What to do. Read the filter pills under the title and clear them (×), then press the list's refresh button before trusting the rows or the count.
When to call support. Rows are still missing with every filter cleared.
A money record shows no amount
What you see. No amount on this record.
What it means. Not zero: the connector did not record an amount of ours.
What to do. Read the other system's figure — Amount as Received where the connector passed it, or the record on the other system.
When to call support. The two systems' figures cannot be reconciled.
Amount Confirmed but the bill is higher
What you see. Amount Confirmed is ticked, but the other system's bill is higher.
What it means. The tick means the amount the other system reported back for what crossed matched ours. It is not their final bill: a system that adds its own tax or fee can bill more while the tick stands. Final Bill in Connected System shows only where the connector reports it — blank means not reported, never no difference.
What to do. Check the bill on the other system itself.
When to call support. The difference is not a tax or fee the other system adds.
An amount or currency alert
What you see. The bell reads Amount differs, Currency mismatch or Currency not comparable.
What it means. The amount check did not pass when the record was closed. A waiting or undecided record keeps its state and its amount.
What to do.
- Read the record's amount lines (Reported by …: …, not …).
- On a waiting record going out, settle the money question before fixing the wait — once the wait clears, it may be sent.
- On a record that asks you to release a document on the other system, do not release it until the amounts agree.
When to call support. Always, with both figures — the connector team owns the answer.
Too many alerts, or none
What you see. The bell rings far more than you expect, or never.
What it means. Alerts are one per connection, per kind, per hour — their number says nothing about the number of records. A switched-off connection stays quiet about waiting records, but its money records still ring.
What to do. Too many: answer or acknowledge each money record (its form names the way), or switch the connection back on. None: check that someone enabled holds the Integration Manager role, that the scheduled jobs run, and that no User Permission limits that Manager to other connections.
When to call support. Both are right and alerts still do not arrive.
The alert email does not arrive
What you see. No alert email, or each alert twice.
What it means. Email needs an outgoing email account; without one, each alert writes an Error Log entry instead. Two switched-on copies of the alert Notification send each alert twice. Administrator gets no alert email, and alerts raised during an upgrade are not emailed.
What to do. Ask a System Manager to set up the outgoing email account and keep exactly one switched-on copy of iVendNext Integration Alert by Email (Set it up).
When to call support. The copy is refused when you switch it on.
Deleting a linked record is refused
What you see. Deleting an iVendNext record is refused because another system is linked to it.
What it means. That system will keep sending changes for it. Making the link inactive does not change that.
What to do. Disable the record instead of deleting it. To merge two linked records, make one link inactive first, then merge (Record Links).
When to call support. The record really must go.
A record says Decided or Ignored
What you see. A record reads Decided or Ignored.
What it means. Closed on purpose, not failed: a person decided, or the connection closed it — for example because that record type is switched off, or a delete arrived for something never linked.
What to do. Nothing. See Decided or Ignored for Re-check and Retry on a decided record.
When to call support. Not needed.
A record the other system sent never appears
What you see. An order or refund made on the other system never appears: no record, no alert, nothing to retry. Or a record reads already imported as ….
What it means. Money, and silent. The other system handed back an ID it had used before — after a restore from backup, a sandbox copy, a reinstall or a migration. Integration Core remembers the other system's IDs for ever, so the new record looks like the old one arriving again.
What to do. Ask whether that system was recently restored, copied or migrated. Compare its record dates with the Record Links dates for the same IDs. Enter the money by hand once identified.
When to call support. At once, with the IDs and both dates.
A cancelled document is still live there
What you see. A Cancelled in iVendNext difference, and the bell once.
What it means. A document the connection had already sent was cancelled here. Integration Core sends nothing to the other system.
What to do. Check the document on the other system; if it is still live, reverse it there by hand; then press Mark resolved and say what you did (Cancelled in iVendNext).
When to call support. Money moved and you cannot reverse it there.
A change made here has not reached the other system
What you see. A change saved in iVendNext has not crossed.
What it means. Some saves, often in the back office, send no notification. A connector that runs a catch-up check picks them up later — late, not lost. That catch-up recovers changes only: a delete or a rename is recorded as a difference instead (Missing Ours, Renamed).
What to do. Wait one of the connection's check intervals.
When to call support. It has not crossed after the next check. Give the document name.
A change back to an earlier value was dropped
What you see. A value changed on the other system and then changed back, and iVendNext stayed on the middle value.
What it means. When the change back is exactly the same as the earlier message, Integration Core reads it as that message arriving again and drops it as a repeat. Nothing failed and nothing alerted.
What to do. Ask for the record to be edited on the other system to a value it has never held, then to the value they want. Re-saving the same value does not work, nor does Retry on an old record. Do not edit the iVendNext record by hand.
When to call support. That does not come through either.
An alert you do not recognise
What you see. A bell alert this page does not name.
What it means. Most alerts name their cause in their first words; the short code in brackets at the end is for support. Integration Core updated to … means only the version changed. Upgrade: … means an upgrade step could not finish; nothing is lost.
What to do. Integration Core updated to …: look at the Hub. Upgrade: …: a System Manager reads the Error Log and runs the update again. A content dispute, a record not final after four hours, or a connector that cannot be found: call support.
When to call support. With the alert's full text and time.
Small things on the screens
- Saving a connection is refused with a bare permission message. The hourly check changed a field while the form was open. Reload and save again; nothing was lost.
- Ask a … is refused. Assign or message the person by hand.
- A Hub tile or link has gone. Any Desk user with the Workspace Manager role can edit the Hub's layout. Ask whoever runs the site to run an update, which draws it again.
- An alert email carries a link or an image. The only link Integration Core puts in one is Open it in iVendNext. Follow no other; open iVendNext yourself.
What to send with a ticket
- The connection's name and the word it shows on the Connections list.
- The record's name, its state, its Try No. and the full error from the form.
- Whether the site's scheduled jobs run, and when the connection last reported.
- The connection's Check Every (minutes).
- Who holds the Integration Manager role, and whether they are enabled.
- The related Error Log entries and bell alerts, with times.
- The version of each app.
- Whether anything was edited by hand. Say so first; it changes the diagnosis.