| User Roles |  Admin |  Staff contributor | ✗ External Contributor | ✗ Pulse user |
This article explains common synchronisation issues between Silverfin and Octopus and provides guidance on resolving them.
Table of contents
Credentials related errors
Error:
Wrong username and/or password for this file. Please check your Octopus credentials!
Explanation:
This error indicates that the username or password stored in Silverfin is no longer correct.
What can you do:
- Admin user should verify the credentials used to set up the synchronisation at the firm level.
- To update the credentials synchronisation, please follow these steps:
- Navigate to the 'Syncs' tab at the firm level within Silverfin.
- Identify and click on the Octopus sync.
- Click the 'Sync settings' button associated with the selected sync.
- Update the credentials and save changes.
Error:
We were unable to access your data in Octopus with credentials used by this sync. Please make sure that you used the correct sync reference, and that the Octopus user who set up this sync is of type 'Main' and not a 'Sub-user'.
Explanation:
This error means Silverfin couldn't access your Octopus data - likely because the sync was set up using a Sub-user instead of a Main user.
What can you do:
- Make sure the Octopus user used to set up the synchronisation is a Main user, not a sub-user. If a sub-user was used, change it to a Main user if possible, or set up a new synchronisation with a main user.
- Ensure the Webservice is enabled for this client file. The Webservice allows Silverfin to access and synchronise the file. Without it, access is not possible.
- Check that the correct reference was selected when setting up the synchronisation in the file. Read more in the following article: How to set up synchronisation with Octopus in a file?
Error:
The error message we get is “Invalid file code”. This indicates that we do not have access to the file in Octopus. Octopus has a 'Webservice' function that you must enable before you can have the file synchronized with Silverfin. If you do not know how to enable the Webservice, we recommend that you contact Octopus.
Explanation:
The error means Silverfin cannot access the file in Octopus. This usually happens when the Webservice in Octopus is not enabled.
What can you do:
- Check if the webservice is enabled for this file in Octopus. If it is, also verify the permissions of the Octopus user. The user who set up the connection between Octopus and Silverfin must be a Main user.
- If the webservice is disabled, enable it and try to sync the file again.
- Contact Octopus if you're unsure how to activate the Webservice.
Other errors
Error:
Something went wrong while fetching data from Octopus. Please try again, and contact Silverfin support if the error persists.
Explanation:
This error can have several causes and is often temporary.
We recommend trying to sync again.
What can you do:
- If resync doesn't work immediately, wait 30 minutes to an hour before retrying - this often resolves the issue.
- If the error continues to appear, contact Silverfin support for further assistance.
Error:
The following transaction is assigned to period xx/xx/20xx, but that period does not exist in Octopus: account key 'account number', booking amount 'booking_amount', and document data 'xxxxx'. Please assign it to a valid period in Octopus.
Explanation:
This error means a transaction is linked to a period that doesn’t exist in Octopus. To resolve it, assign the transaction to a valid period within Octopus.
What can you do:
- Find the transaction in Octopus to check the booking date and, most importantly, the booking period. Make sure it’s assigned to a valid period in Octopus. If needed, adjust the booking period or create the missing period in Octopus.
- Does everything appear correct in Octopus? If so, consider asking Octopus support to review it, or contact Silverfin support and include the transaction history for this account from Octopus.
Updated account name not showing in Silverfin
- Octopus stores account names per financial year. Silverfin uses the name from the most recent available year.
If a renamed account isn't updated in Silverfin, it's likely that an older name is still used in one of the financial years. - Review the account names from the newest to the oldest year to ensure consistency.