> ## Documentation Index
> Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Connector Troubleshooting

> Recover from authorization failures, disconnected connectors, webhook issues, sync delays, marketplace drift, and stale external records.

<Note>
  Connector tests are only the first check. A connector can authenticate successfully while a real payment, tax, label, print, bank-feed, or marketplace workflow still fails because the record data is incomplete or the external service rejected the action.
</Note>

## Start From Integrations

Open **Integrations** and review connector health, mode, logs, tests, and sync activity before changing records.

<Frame caption={"Integrations gives admins one place to review connector state before troubleshooting payments, shipping, printing, marketplaces, bank feed, tax, or calls."}>
  <img src="https://mintcdn.com/arcuserp/MrJkb10V6EpIZu0o/images/support/screenshots/integrations/integrations-overview.png?fit=max&auto=format&n=MrJkb10V6EpIZu0o&q=85&s=9dddb11287996c248b5515589f1baacb" alt="Integrations dashboard with connector status cards, connection counts, sandbox and production counters, and error counters" width="1660" height="980" data-path="images/support/screenshots/integrations/integrations-overview.png" />
</Frame>

## Triage Order

1. Confirm the entity is using the correct sandbox or production mode.
2. Check whether the connector is connected, disconnected, expired, or in error.
3. Open connector logs or the Sync Dashboard.
4. Test the connector if the card offers a test action.
5. Test the actual workflow with a small safe record.
6. Fix record data, connector credentials, webhook setup, or external permissions based on the failure.
7. Re-run the workflow and confirm the external service and Arcus agree.

## Common Failure Types

| Failure               | What it means                                                                              | First recovery step                                                             |
| --------------------- | ------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------- |
| Authorization expired | External service no longer accepts the saved credential or token.                          | Reconnect or rotate credentials from the connector card.                        |
| Disconnected          | Future sync or actions are stopped.                                                        | Reconnect only after confirming the correct external account and mode.          |
| Webhook failure       | External service events are not reaching Arcus or cannot be verified.                      | Confirm webhook URL, secret, event list, and external subscription status.      |
| Sync delay            | Import or export is behind.                                                                | Open Sync Dashboard and compare inbound versus outbound activity.               |
| Sync drift            | Arcus and the external service disagree on status, inventory, price, or fulfillment.       | Identify the source of truth, then re-sync or correct the record intentionally. |
| Stale external record | The external order, product, listing, or payment no longer exists or changed.              | Use connector logs and record actions to clear stale IDs or re-import safely.   |
| Mode mismatch         | Sandbox connector is used for production work or production connector is used for testing. | Stop, confirm the entity, and reconnect with the correct mode.                  |

<Frame caption={"Sync Dashboard separates inbound and outbound connector activity so admins can see whether import or push work is failing."}>
  <img src="https://mintcdn.com/arcuserp/MrJkb10V6EpIZu0o/images/support/screenshots/integrations/integrations-sync-dashboard.png?fit=max&auto=format&n=MrJkb10V6EpIZu0o&q=85&s=30a8e27816eb0be47dc13118671de5a9" alt="Sync Dashboard modal with all, inbound, and outbound filters for connector sync activity" width="1200" height="1000" data-path="images/support/screenshots/integrations/integrations-sync-dashboard.png" />
</Frame>

## Marketplace Drift

Marketplace drift means Arcus and the marketplace disagree. Common examples include:

* Marketplace order changed after import.
* Fulfillment was updated outside Arcus.
* Listing SKU no longer matches the Arcus product.
* Inventory changed externally.
* Price changed on the marketplace but not in Arcus.
* A Shopify order or product was deleted after Arcus cached its external ID.

Recover by reviewing connector logs, the external marketplace, the Arcus order or product, and the mapping record. Avoid blind re-imports when the customer, payment, fulfillment, or inventory history is already active.

## Payment, Shipping, And Tax Checks

* **Stripe**: check key mode, webhook secret, payment result, authentication requirement, saved method health, dispute state, and payout timing.
* **Shippo**: check addresses, package dimensions, weight, carrier service, customs fields, label status, and webhook updates.
* **PrintNode**: check connector health, local workstation client, selected default printer, queue status, and failed jobs.
* **AvaTax**: check addresses, tax codes, exemption state, marketplace facilitator rules, document strategy, and resync errors.
* **Plaid**: check bank authorization, linked account, sync result, and reconciliation match state.
* **RingCentral**: check credentials, extension mapping, manual sync, webhook subscription, and recording availability.

## Related Articles

<CardGroup cols={2}>
  <Card title="Connector Dashboard" href="/support/integrations/connector-dashboard">
    Review connector mode, health, masked credentials, tests, logs, sync dashboard, and safe reconnect steps.
  </Card>

  <Card title="Marketplace Connectors" href="/support/integrations/marketplace-connectors">
    Connect Shopify, Amazon, and eBay, review sync settings, mapping, webhooks, logs, and marketplace blocks.
  </Card>

  <Card title="Stripe Payments" href="/support/integrations/stripe-payments">
    Configure Stripe keys, webhooks, payment workflows, saved methods, reconcile, payouts, and disputes.
  </Card>

  <Card title="Shippo and PrintNode" href="/support/integrations/shippo-printnode">
    Configure Shippo for rates, labels, tracking, and voids, and PrintNode for labels and document printing.
  </Card>
</CardGroup>