What to do when a sync fails

For: An ops lead or IT admin who sees a failed sync or an integration in an error state.

You’ll accomplish: understanding what a failure does (and doesn’t) mean, ruling out the three common causes, fixing the ones you can yourself, and escalating cleanly when you can’t.

First, the reassuring part: a failed sync does not lose or corrupt your data. Your data stays exactly as it was after the last successful sync. A failure just means it didn’t get newer this time. Your job is to get the next sync to complete.

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Before anything: check how stale you actually are

Open the integration and find the last successful sync time (not the last attempted — see Reading the sync status dashboard).

• If the last successful sync is recent and just one run failed, you can often wait — PropSocket automatically retries (see the last section).
• If it’s been failing for longer than your normal sync cadence, work through the causes below.

The three common causes

Most sync failures come down to one of three things.

Cause 1: Your PMS credentials expired or changed

Passwords rotate, API users get disabled, permissions get edited. If the credentials PropSocket stored no longer work, every sync will fail until they’re fixed.

How to tell: the error mentions authentication, login, permission, or “unauthorized,” and a fresh run started with Sync Now fails the same way.

Cause 2: Your PMS had an outage or was unreachable

If Entrata (or whichever PMS) was down or slow, PropSocket couldn’t fetch your data through no fault of either system.

How to tell: the error mentions a timeout, connection problem, or a server error from the PMS side — and a fresh Sync Now may succeed once the PMS recovers.

Cause 3: A PropSocket-side incident

Occasionally the problem is on our end.

How to tell: check our status page first — propsocket.statuspage.io. If we’re reporting a sync or platform issue, there’s nothing to fix on your side; we’re already on it. Subscribe there for updates so you’re not refreshing the dashboard.

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What you can fix yourself

Work these in order. Most failures clear after one of them.

1. Re-run the sync. Click Sync Now at the top right of the integration’s page. If the failure was a temporary PMS hiccup, the new run often just completes. Watch it reach completed under Recent Syncs (Overview tab) or in Sync History.

2. Re-enter the credentials. If Sync Now fails again on authentication or permissions, get fresh, working credentials from your PMS administrator. Open the integration’s Settings tab, find the Credentials card, and click Update. Enter the new values and click Verify & Save — PropSocket tests the connection before saving and re-encrypts the credentials. If Verify & Save succeeds, your connection is good; run Sync Now once more to catch up. (See Connect your first Entrata integration for what good Entrata credentials look like.)

A manual sync behaves like a normal ongoing sync — it doesn’t re-flood any webhook receivers with your whole dataset.

Note on roles: any member can run a manual sync with Sync Now, re-enter credentials, and pause or delete an integration — none of these actions is restricted to admins.

What PropSocket retries automatically vs. what needs you

You don’t have to react to every single failed run.

PropSocket handles automatically:

• Temporary PMS hiccups. Failed connection attempts are retried with increasing wait times, so a brief outage often resolves on its own by the next attempt.
• The next scheduled sync runs as normal — one failure doesn’t stop the schedule.

Needs a human (you or support):

• Expired or changed credentials. Auto-retry can’t fix a bad password — re-enter the credentials.
• A permission change in your PMS. Someone has to restore the right access on the PMS side.
• A persistent failure that doesn’t clear after you’ve tested the connection and re-entered credentials. That’s your cue to escalate.

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If this didn’t work

If you’ve checked the status page, re-tested, re-entered credentials, and a manual sync still fails — escalate, and give us enough to investigate without a back-and-forth.

Open a support ticket by emailing support@propsocket.io and include:

• Organization name (shown in the sidebar of your dashboard)
• Integration ID — the long ID (UUID) in the integration’s page URL, e.g. …/dashboard/integrations/3fa85f64-5717-4562-b3fc-2c963f66afa6/
• Sync job ID of a failed run (the more recent, the better) — open the failed run from Sync History, then copy the long ID (UUID) from its URL, e.g. …/dashboard/monitoring/jobs/<id>/
• The time window the failures started in
• What you’ve already tried (test connection result, whether you re-entered credentials)
• What you expected vs. what you saw — the exact error message text is the single most useful thing

Please do not paste your PMS password or API key into the ticket. The IDs and the error text are what we need; we never require your credentials to investigate.