ConnectWise integration: System Logs and troubleshooting

Introduction

This article explains how to use the System Logs page to monitor integration activity, interpret log events, and resolve the most common errors that occur during the ConnectWise sync workflow.

System Logs page

The System Logs page provides visibility into the integration's activity over the last 30 days. It is accessible from the left navigation inside the ConnectWise integration area.

The page contains four overview tiles, a level filter dropdown, and a paginated grid of log entries. Each entry uses one of three severity levels: INFO, WARNING, or ERROR.

Overview tiles

Four summary tiles at the top of the page provide a snapshot of integration activity over the last 30 days.

• Total Logs (30d) — the total number of log entries recorded over the last 30 days (combined Info, Warning, and Error).
• Errors (30d) — the number of Error-level entries. The counter is displayed in red when greater than zero.
• Warnings (30d) — the number of Warning-level entries. The counter is displayed in orange when greater than zero.
• Last Update — the relative time since the most recent log entry, with your local timezone. Click the refresh icon to reload.

Filtering the log list

A dropdown above the grid lets you filter entries by log level. Default: All.

• All — every entry regardless of level (default).
• Info — informational events: sync started/completed, organizations created/updated, etc.
• Warning — non-blocking issues, for example lines skipped because of incomplete mapping.
• Error — failed operations that require investigation.

Logs grid columns

The grid displays one log entry per row.

• Level — severity of the entry, shown as a coloured badge: INFO, WARNING, or ERROR.
• Timestamp — date and time of the event, displayed as YYYY-MM-DD HH:MM.
• Summary — a short description of the event with a title line and a details line.

The pagination bar at the bottom shows total entries on the left, an Items per page dropdown (default 20), the current range, and previous/next arrows.

Common log event types

The following event types are recorded by the ConnectWise integration:

Info events:

• Customers sync started — "Customers sync started for reseller {resellerId}, provider CW." Recorded when Sync Organizations begins.
• Customers sync completed — "Customers sync completed: X created, Y updated, Z failed. Duration: NNNNms."
• Invoice lines sync started — "Invoice lines sync started: X lines to process." Recorded when Sync Invoices to PSA or a per-line sync begins.
• Invoice lines sync completed — "Invoice lines sync completed: X created, Y updated, Z failed. Duration: NNNNms."
• Products loaded — "Products loaded for period: last N months."

Warning events:

• Subscription skipped — recorded when a line is skipped during sync because of incomplete data.
• Unmapped lines skipped — recorded when Sync Invoices to PSA ignores rows with Mapping Status Unmapped.

Error events:

• Agreement mismatch — "Agreement with ID X does not belong to company with ID Y." Triggered when a PSA Agreement is incorrectly assigned to an Invoice line whose PSA Organization does not own that Agreement.
• Unmapped customer — "One or more invoice line customers are not mapped." Triggered when sync is attempted with at least one line whose PSA Organization is missing.
• Connection failure — recorded when the ConnectWise integration cannot reach ConnectWise or receives an authentication error.

Troubleshooting common errors

The most common error scenarios and how to resolve them.

"Test is not successful" on Test Connection

Likely causes:

• Incorrect API URL, ConnectWise Company ID, API Public Key, or API Private Key.
• API keys generated for a member account that does not have sufficient permissions in ConnectWise.
• Network or access restrictions configured in ConnectWise that block the connection from the Platform.

What to do: verify each credential against your ConnectWise instance, regenerate the API keys if necessary. For the details see the article: How to obtain ConnectWise credentials

"Connection was not established. Please validate settings information."

Displayed when Save is clicked without a successful Test Connection first and the values are invalid.

What to do: click Test Connection first, fix any issues, then save.

"Response Error" badge in Mapping Status

Indicates that the ConnectWise integration did not return data when the page was loaded.

What to do: wait a few minutes and refresh the page. If the issue persists for more than 15 minutes, check the Dashboard > System Information panel to confirm the connection status, and consult the System Logs page for connection errors.

"Agreement with ID X does not belong to company with ID Y"

An Invoice line was assigned a PSA Agreement that belongs to a different Customer than the line's PSA Organization.

What to do: open the line in edit mode and either pick an Agreement that belongs to the correct Customer, leave the Agreement field empty (so a new one is created), or use Add an Agreement to PSA.

"One or more invoice line customers are not mapped"

A sync was attempted but at least one of the selected lines has no PSA Organization.

What to do: filter the grid by Mapping Status = Unmapped to identify the problem lines and complete the mapping (or use Bulk Update if many lines share the same Customer).

"A synchronization was recently completed. Minimum interval between syncs is 60 minutes."

Per-row sync was triggered within 60 minutes of the previous sync for the same Seller.

What to do: wait until the cooldown elapses, then retry. The cooldown applies only to per-row syncs; the main Sync Invoices to PSA button remains available.