User Roles AdminStaff contributor ✗External contributor ✗Pulse user 

Syncing client files is crucial for smooth bookkeeping in Silverfin. This guide explains the first steps to take when you encounter sync errors - whether with cloud or on-premise systems - and how to reach out for support if needed.

Table of contents 

What should I do when a cloud sync returns an error?

  1. Carefully review the error message you receive. The message often points to something to check in your bookkeeping software, indicates API rate limits or flags credential errors. 
  2. Check our Synchronisations articles for common errors in your specific package - each package has its own article covering the errors it returns most often.
  3. If the problem persists or the error message is unclear, contact Silverfin Support for assistance.

What should I do when an on-premise or SDK sync fails?

For on-premise or SDK sync issues, your first contact is usually your IT partner.

  • If files are stuck waiting in a queue to sync:
    • The synchronisation service on the server likely needs restarting.
    • If you have server access (as IT partner or admin), you can restart the service directly.
    • Otherwise, ask your IT partner to restart the service promptly.
  • Silverfin Support can coordinate with your IT partner to restart the service if needed, but contacting your IT partner first is faster.
  • Connection timeout errors (unable to connect to the server) are usually temporary; try again after one hour.

How do I contact Support about a sync issue?

To help us assist you quickly, please include the following when submitting a ticket:

  • File name
  • File URL link
  • Exact error message
  • Screenshot (if possible)
  • If On-Premise or SDK sync, include your IT partner’s contact details
When you click the two sync arrows, the system requests access to the other platform and shows sync requested or waiting on server. How quickly this happens depends on the other party. Once access is granted, the sync processes the data. After the sync has started, pressing the sync button again does not speed up the progress.