Connection Issues
This guide helps you resolve issues with data source connections and sync problems.
Checking Connector Status
Section titled “Checking Connector Status”Viewing Status
Section titled “Viewing Status”- Go to Workspace settings > Setup > Apps
- View the status of each connector
- Look for error indicators
Status Meanings
Section titled “Status Meanings”| Status | Meaning |
|---|---|
| Connected/Synced | Working normally |
| In Progress | Currently syncing |
| Error | Problem requiring attention |
| Disabled | Not connected |
Common Connection Problems
Section titled “Common Connection Problems”Error Status
Section titled “Error Status”If a connector shows an error:
- Check the error message for details
- Verify authorization is still valid
- Try re-authorizing the connection
- Contact support if the issue persists
Not Syncing
Section titled “Not Syncing”If content is not syncing:
- Initial sync — Can take hours for large data sets
- Permission issues — Authorization may have expired
- Source issues — The source service may be having problems
Slow Initial Sync
Section titled “Slow Initial Sync”Initial sync duration depends on:
- Amount of data
- Number of users
- File sizes and types
Expired Authorization
Section titled “Expired Authorization”Authorizations may expire:
- Go to the connector settings
- Look for re-authorization options
- Complete the authorization flow again
- Monitor for successful sync
Google Workspace Issues
Section titled “Google Workspace Issues”Connection Failed
Section titled “Connection Failed”- Verify you have Google Workspace admin access
- Check that the correct Google account was used
- Ensure required permissions were granted
Files Not Appearing
Section titled “Files Not Appearing”- Verify files exist in Google Drive
- Check file permissions
- Allow time for sync
- Ensure file types are supported
Authorization Expired
Section titled “Authorization Expired”- Go to Apps settings
- Find Google Workspace connector
- Re-authorize the connection
- Grant required permissions
Rate Limiting
Section titled “Rate Limiting”Google may rate limit requests:
- Wait and retry
- Sync will resume automatically
- Contact support if persistent
Microsoft 365 Issues
Section titled “Microsoft 365 Issues”Connection Failed
Section titled “Connection Failed”- Verify Azure app registration is correct
- Check Client ID, Secret, and Tenant ID
- Ensure permissions were granted with admin consent
Authorization Errors
Section titled “Authorization Errors”- Verify redirect URIs match
- Check that client secret is not expired
- Ensure admin consent was granted
Files Not Appearing
Section titled “Files Not Appearing”- Verify content exists in OneDrive/SharePoint
- Check user permissions
- Allow time for sync
- Verify file types are supported
Client Secret Expired
Section titled “Client Secret Expired”- Generate new secret in Azure
- Update in Mainbranch settings
- Test the connection
Zendesk Issues
Section titled “Zendesk Issues”Connection Failed
Section titled “Connection Failed”- Verify Zendesk subdomain is correct
- Check API token is valid
- Ensure admin email is correct
Tickets Not Appearing
Section titled “Tickets Not Appearing”- Verify tickets exist in Zendesk
- Check ticket visibility settings
- Allow time for sync
API Limits
Section titled “API Limits”Zendesk has API rate limits:
- Sync may slow during high volume
- Limits reset automatically
- Contact support if blocking sync
Sync Performance
Section titled “Sync Performance”Slow Sync
Section titled “Slow Sync”Factors affecting sync speed:
- Volume of data
- Number of files/items
- Network conditions
- Source service performance
Improving Performance
Section titled “Improving Performance”- Be patient during initial sync
- Sync continues in background
- Check for errors if sync stalls
Network and Firewall Issues
Section titled “Network and Firewall Issues”Connection Blocked
Section titled “Connection Blocked”If your network blocks connections:
- Check firewall rules
- Verify proxy settings
- Ensure required domains are allowed
Required Access
Section titled “Required Access”Mainbranch needs to connect to:
- Source service APIs (Google, Microsoft, etc.)
- Mainbranch services
Contact your IT team if network restrictions exist.
Troubleshooting Steps Summary
Section titled “Troubleshooting Steps Summary”- Check connector status — Look for errors
- Review error messages — Note specific details
- Verify authorization — Re-authorize if needed
- Check source service — Ensure it’s working
- Wait for sync — Initial sync takes time
- Contact support — For persistent issues
When to Contact Support
Section titled “When to Contact Support”Contact support if:
- Errors persist after re-authorization
- Sync has been stuck for an extended period
- You see unfamiliar error messages
- Multiple connectors are failing
Information to Provide
Section titled “Information to Provide”- Connector name and type
- Error messages (screenshots help)
- When the issue started
- Steps you’ve already tried