| User Roles | ✗External Contributor | ✗Pulse user |
Syncing client files is crucial for smooth bookkeeping in Silverfin. This guide explains the first steps to take when you encounter sync errors - whether with cloud or on-premise systems—and how to reach out for support if needed.
Cloud Sync Issues
- Carefully review the error message you receive. The message often points to something to check in your bookkeeping software, indicates API rate limits or flags credential errors.
- Consult our Knowledge base articles for common errors related to specific synchronisations - you may find a quick solution there.
- If the problem persists or the error message is unclear, contact our Support for assistance.
On-Premise or SDK Sync Issues
For on-premise or SDK sync issues, your first contact is usually your IT partner.
- If files are stuck waiting in a queue to sync:
- The synchronisation service on the server likely needs restarting.
- If you have server access (as IT partner or admin), you can restart the service directly.
- Otherwise, ask your IT partner to restart the service promptly.
- Silverfin Support can coordinate with your IT partner to restart the service if needed, but contacting your IT partner first is faster.
- Connection timeout errors (unable to connect to the server) are usually temporary; try again after one hour.
Contacting Support About Sync Questions
To help us assist you quickly, please include the following when submitting a ticket:
- File name and
- File link
- Exact error message
- Screenshot (if possible)
- If On-Premise or SDK sync, include your IT partner’s contact details