Step-by-step guideWebOwner / Admin

Troubleshoot data connections and imports

What you will accomplish

You will isolate a connection problem using status, test results, previews, warnings, quarantine information, and history.

Who can do this

Owners and Admins can inspect and change connections.

Before you start

Record the connection name, target track, rooftop, expected source time, last successful run, and exact visible error. Do not copy credentials.

Diagnose the failure

Open Account menu → Config → Connect your data.
Select the relevant connection type.
Find the connection and read its status.
Select Test when available.
Open import or delivery history.
Select the failed or quarantined result.
Read the first specific error before changing anything.
Compare a safe source sample with mapping, records path, date field, and rooftop routing.

Correct and verify

Change only the field related to the error.
Save the connection or mapping.
Test again.
Preview when available.
Run one controlled import.
Confirm both successful history and expected records in the target track.

Expected result: the next controlled test, preview, or run reports the corrected outcome without sending records to an unintended track or rooftop.

Common causes

Authentication or host-key validation failed.
The remote path, filename pattern, URL, or records path is wrong.
A required correlation key is not mapped.
A date or number uses an unsupported format.
Rooftop routing has no match.
Pagination or maximum-page settings omit records.
A file was quarantined to prevent unsafe or invalid ingestion.

Troubleshooting and recovery

Do not repeatedly retry unchanged input: it can reproduce duplicates or noise without fixing the cause.
Timing seems late: compare source delivery with the configured SFTP or API polling interval.
You need Support: provide the connection name, run time, error, and safe sample structure—never its secret.

Last verified against the product on 2026-07-29.