# Handling failed service syncs

## Introduction

The Patchworks [sync report](https://doc.wearepatchworks.com/product-documentation/patchworks-services/reporting-and-logging/service-sync-reports/viewing-the-service-sync-report) includes options to manage cases where a sync fails. This page includes instructions for handling a single failure, and also for handling multiple failures in one, 'mass' action. 

{% hint style="info" %}
If retrying a sync does not resolve the issue, try the [run service tab](https://doc.wearepatchworks.com/product-documentation/patchworks-services/troubleshooting/how-to-run-a-service-manually) for additional sync options - including options to download payloads for further checking.
{% endhint %}

## Initial checks

If a sync fails, it's always worth checking the operational status of its **source** and **destination** connectors. Please see [how to check the operational status of a connector](https://doc.wearepatchworks.com/product-documentation/patchworks-services/troubleshooting/how-to-check-the-operational-status-of-a-service-connector) for details. 

## Handling a failed sync for a single entry

If a single sync report entry has a [failed status](https://doc.wearepatchworks.com/product-documentation/patchworks-services/reporting-and-logging/viewing-the-service-sync-report#sync-report-status-indicators) and you've [confirmed that source/destination connectors for the service are operational](https://doc.wearepatchworks.com/product-documentation/patchworks-services/troubleshooting/how-to-check-the-operational-status-of-a-service-connector), you can retry the sync. To do this for a single entry, follow the steps below:

**Step 1**\
Click the **error details** link associated with the entry that you wish to resync - for example:

![](https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/TCJj1W79qJUfCrGHSdH7/error%20details.png)

{% hint style="info" %}
To quickly find all failed sync entries, use filter options to refine the sync report and choose to only show items with a **failed** status:

 ![](https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/1UiAbDntgkECzTdQbnqF/filter%20by%20fails.png)
{% endhint %}

**Step 2**\
When details for the failed entry are displayed, check the **failure reason/error** information. If appropriate, take necessary action - this might mean checking and adjusting your source/destination system, or checking and adjusting the Patchworks [field mappings](https://doc.wearepatchworks.com/product-documentation/patchworks-services/working-with-services/field-mappings-and-transformations-services/field-mappings-services) for this service. For example:

<figure><img src="https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/YdF7PeE0n9t7Y7I04EH7/fail%20reason.png" alt=""><figcaption></figcaption></figure>

**Step 3**\
When you're ready, click the **resync** button from the same details window.

{% hint style="info" %}
A **resync** button is only displayed if the failure reason allows. For example, if a sync fails because the item has already been processed, a **resync** button is not available.
{% endhint %}

**Step 4**\
When prompted to confirm this operation, click **OK**. If the resync is successful, the status will change to **OK**.

{% hint style="info" %}
Any update may not be immediate as the resync needs to take its place in the processing queue.
{% endhint %}

{% hint style="info" %}
Alternatively, you can follow the steps detailed [below](#handling-a-failed-sync-for-multiple-entries) but only select one entry to be resynced.&#x20;
{% endhint %}

## Handling a failed sync for multiple entries

If a sync report includes multiple entries with a [failed status](https://doc.wearepatchworks.com/dashboard/reporting-and-logging/sync-reports/viewing-the-sync-report#sync-report-status-indicators) and you've [confirmed that source/destination connectors for the service are operational](https://doc.wearepatchworks.com/product-documentation/patchworks-services/troubleshooting/how-to-check-the-operational-status-of-a-service-connector), you can retry the sync for them all as a **mass action**. To do this, follow the steps below:

**Step 1**\
Use filter options to refine the sync report and choose to only show items with a **failed** status:

![](https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/1UiAbDntgkECzTdQbnqF/filter%20by%20fails.png)

...so only failed items are shown.

**Step 2**\
For each item in turn, click the associated  **error details** link - for example:

![](https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/TCJj1W79qJUfCrGHSdH7/error%20details.png)

**Step 3**\
When details for the failed entry are displayed, check the **failure reason /error** information. If appropriate, take necessary action - this might mean checking and adjusting your source/destination system, or checking and adjusting the Patchworks [field mappings](https://doc.wearepatchworks.com/product-documentation/patchworks-services/working-with-services/field-mappings-and-transformations-services/field-mappings-services) for this service. For example:

<figure><img src="https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/YdF7PeE0n9t7Y7I04EH7/fail%20reason.png" alt=""><figcaption></figcaption></figure>

**Step 4**\
When you're ready, click the selection checkbox associated with any failed entries that you wish to resync, and then select **auto** **resync** from the ellipses menu - for example:

<figure><img src="https://content.gitbook.com/content/5mpqoXPMbUuPa8JpCLWe/blobs/ihiXZLtBrTwr79iGI04Z/multi%20resync.png" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
To quickly select all failed entries that are currently displayed, click the selection checkbox at the very top of the list (to the left of the **status** heading).
{% endhint %}

**Step 5**\
When prompted to confirm this operation, click **OK**. If the resync is successful, the status will change to **OK**.

{% hint style="info" %}
Any update may not be immediate as the resync needs to take its place in the processing queue.
{% endhint %}