Troubleshooting Sync
When an integration push or pull fails, Deals records the failure. A failed exchange stays failed until someone runs it again, or until the next scheduled run for the integrations that have one.
This page tells you where to look and what to do for each integration.
Failure log locations
| Integration | Where the log lives | What you see there | History depth |
|---|---|---|---|
CityScreen Play — inventory sync |
Settings → Sync → Synchronization logs |
Start/end time, success or failure, count of displays created and updated, error text. |
Last run only |
CityScreen Play — deal-level campaign export |
Deal detail page → CMS Sync status field |
Current sync state: Not Synced, In Progress, Successful, or Failed, with error text on failure. |
Current state only |
CityScreen Play — proposal-level campaign export |
Proposal → Synchronization tab |
Full history table: sync type, status, who triggered it, when, external campaign ID, error text. |
Full history (every attempt is retained) |
CityScreen Context (SSP) |
Settings → Sync → Synchronization logs |
One log entry per feed type (displays, prices, free periods): start/end time, success or failure, error text. |
Last run per feed type |
SAP Cloud for Customer (C4C) |
Settings → Sync → Synchronization logs |
Start/end time, success or failure, count of customers created and updated, error text. |
Last run only |
Settings → ClearTax → sync log table |
Per-document, per-attempt entries: submission status, ClearTax/LHDN validation status, error message and date. The table can be filtered by document and status. |
Full history (every attempt is retained) |
|
Business process instance → incident or error list |
The error CODA returned, raised on the process step that ran the push. |
As long as the process instance is kept |
How to retry
The table below summarizes how to run each exchange again.
| Integration | How to retry |
|---|---|
CS Play — inventory sync |
Click Synchronize on the CMS integration section in Settings → Sync, or wait for the next hourly run. |
CS Play — campaign export (deal) |
On the deal detail page, click Sync next to CMS Sync again. |
CS Play — campaign export (proposal) |
On the proposal’s Synchronization tab, click Synchronize again. You can push the full proposal or a single period. |
CityScreen Context (SSP) |
Click Synchronize on the SSP integration section in Settings → Sync, or wait for the next scheduled run (15 minutes for displays and prices, 1 minute for free periods). |
SAP Cloud for Customer (C4C) |
Click Synchronize on the C4C integration section in Settings → Sync. The import runs each time someone clicks the button. |
ClearTax / LHDN |
On Settings → ClearTax, select the document and click Send to resubmit, or Check status to re-poll. Pending documents are also re-checked in the background. |
Unit4 CODA |
Retry the failed business process instance. The push starts when the invoice is approved. |
Booking widget |
Ask the visitor to submit the form again. |
Common symptoms
- Credential or connection errors
-
If the remote system’s URL, token, or credentials are wrong, every sync attempt fails immediately. The error text in the log typically includes an HTTP status code such as 401 or 403, or a connection-refused message. Fix the credentials in Settings → Sync and retry.
- CMS sync is enabled but nothing happens
-
The CityScreen Play inventory sync runs only when CityScreen has enabled digital display synchronization for your organization and the CMS integration enabled toggle in Settings is on. Contact CityScreen to check that synchronization is enabled for your organization.
- SAP sync fails with a validation error about a missing field
-
The SAP C4C import requires a custom field named
accountId(type String, case-sensitive) on the customer entity type. If this field does not exist, the sync is rejected before it starts. See SAP C4C — Prerequisites. - ClearTax invoice stuck in a non-terminal state
-
Click Check status on the Settings → ClearTax page for that document. If the background check has not yet reached it, Check status polls immediately. See ClearTax — What to do when things go wrong for specific failure scenarios.
- A previously synced proposal shows "Requires Update"
-
This means the proposal or its periods were edited after a successful CS Play campaign export. Click Synchronize on the proposal’s Synchronization tab to push the updated content.