| User Roles | ✗External Contributor | ✗Pulse user |
This article explains common synchronisation issues between Silverfin and Exact Online and provides guidance on resolving them.
Table of contents
Credentials related errors
Error:
The credentials used to set up this sync have been marked as blocked in Exact Online and cannot be used to access any data.
Explanation:
This error indicates that a user who established the connection with Silverfin has been blocked.
What can you do:
- Reconnect synchronisation at the firm level. Note: Only users with admin rights can perform this action. For detailed steps, refer to: How to reconnect (re-authenticate) synchronisation with Exact Online?
Error:
The Exact Online file cannot be accessed with the credentials used to set up this sync.
or:
The credentials used to set up this sync do not have access to any files in Exact Online.
Explanation:
The credentials used no longer have access to the relevant Exact Online files.
What can you do:
- Ensure that the files you wish to synchronise are added to the Silverfin Application in Exact Online. For more information, see: What should I do if I don't see all the references linked to Exact Online sync entity?
- Once verified, refresh the list of references in the synchronisation setup section of the client file.
Error:
The email address of the Exact Online user account used to set up this sync must be validated before we can fetch data. Please visit Exact Online to do so.
Explanation:
This error indicates that the email address used for the synchronisation may have changed and needs validation.
What can you do:
- Ensure the sync is set up with valid email address.
- Once email address is verified, synchronisation needs to be reconnected at a file level. Note: Only users with admin rights can perform this action. For detailed steps, refer to: How to reconnect (re-authenticate) synchronisation with Exact Online?
Error:
The password of the Exact Online user who confugured the sync has expired. Please review your password in Exact Online.
Explanation:
This error indicates that the password has either expired or been changed, resulting in a loss of access to Exact Online.
What can you do:
- Ensure the sync is set up with valid password.
- Once password is verified, synchronisation needs to be reconnected at a file level. Note: Only users with admin rights can perform this action. For more information, see: How to reconnect (re-authenticate) synchronisation with Exact Online?
Other errors
Error:
Your Exact Online licence has expired. Could you double check if it's time to renew it? Please contact Exact Online.
Explanation:
Silverfin no longer has access to your Exact Online environment due to an expired or invalid licence.
What can you do:
- Check the status of your licence directly in Exact Online.
Error:
We can't find a period (xxx) for the following transactions (xxx). Could you double check this in Exact Online?
Explanation:
This error indicates that mentioned transaction is missing a valid period in Exact Online.
What can you do:
- Check whether the transaction periods are correctly filled in within Exact Online.
- If the issue persists:
- Contact support to report the issue.
- If the matter is urgent, consider switching the file to manual mode while the issue is being resolved.
Error:
The file has been marked as blocked in Exact Online and cannot be accessed.
Explanation:
This error occurs when a file has been blocked or archived in Exact Online, and Silverfin no longer has access to it.
What can you do:
- Check the file status in Exact Online.
- Once resolved, resynchronise the file.
Error:
Sync start date does not match the beginning of the financial year.
Explanation:
The sync start date in Silverfin does not align with the financial periods received from Exact Online.
What can you do:
- Adjust start date of the sync set up in Silverfin.
- If required, adjust the periods in Silverfin.