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This article explains common synchronisation issues between Silverfin and Yuki and provides guidance on resolving them.
Table of contents
Credentials related errors
Error:
We can't find this file's sync reference in Yuki. Could you check if the sync reference is correct? If so, please also check that the credentials used to set up this sync have access to this file in Yuki.
Explanation:
This error indicates one of two issues:
- The credentials used to set up the synchronisation have either changed or never had access to the specified file.
- The sync reference has changed, and Silverfin can no longer locate it.
What can you do:
- Verify that the sync reference provided is accurate.
- Ensure that the credentials used for the synchronisation have the necessary permissions to access the file in Yuki.
- Credentials can be verified only by admin user on a firm level.
Error:
The credentials used by this sync no longer allow us access to the data in Yuki. Please create a new Yuki sync with valid credentials and then transfer this file there.
Explanation:
This error occurs when the credentials used to set up the synchronisation, specifically the API key, have changed or are no longer valid.
What can you do:
- Double-check the API key used during the synchronisation setup.
- Take one of the following actions:
- Replace the invalid API key with a valid one.
- Set up a new Yuki sync.
- Both actions can be performed only by admin user on a firm level.
Error:
We were unable to access your data in Yuki with credentials used by this sync. Please ensure that the user who set up this sync has full access to the file in Yuki.
Explanation:
This error indicates that the credentials used to establish the sync have likely changed or are no longer valid.
What can you do:
- Verify the credentials of the user who set up the sync.
- Take one of the following actions:
- Set up a new sync using valid credentials.
- Update the existing sync with the correct API key.
- Both actions can be performed only by admin user on a firm level.
Error:
Yuki responded that you no longer have a valid contract with them. You can try to set up a new sync with credentials for an active Yuki account.
Explanation:
This error indicates that your contract with Yuki is no longer active. To resolve this, a new sync must be set up using credentials linked to an active Yuki account.
What can you do:
- If you are not an administrator, discuss this issue with your admin to ensure the sync is set up with valid credentials.
- Set up a new sync using credentials associated with an active Yuki account.
- New sync can be set up only by admin user on a firm level.
Other errors
Error:
Example: Yuki supplied date 5023-09-30 is invalid, it needs to be between 1930-01-01 and 2100-12-3
Explanation:
This error occurs because there is a transaction in Yuki with a date far in the future (e.g., the year 5023). Such dates are outside the allowable range and cannot be processed.
What can you do:
- Locate the transaction in Yuki with the invalid date.
- Verify and correct the date to fall within the valid range (1930-01-01 to 2100-12-31).
Error:
We temporarily lost connection with Yuki. Please try syncing again. If the error persists, please contact support.
Explanation:
This error indicates that we were unable to retrieve data from Yuki. The issue could be temporary, but if resetting and re-syncing do not resolve it, further investigation may be necessary.
What can you do:
- Try re-syncing the file.
- If the issue persists:
- Contact support to report the issue.
- If the matter is urgent, consider switching the file to manual mode while the issue is being resolved.
Error:
Account name missing for account %{account_number} on Yuki API. Please try syncing again. If the error persists, please contact Silverfin support.Explanation:
This error occurs when a required designation, such as the English name of an account, is missing in Yuki. Usually, resyncing will resolve the issue by updating the account information.
What can you do:
Resync the file to see if the issue is resolved.
- Be cautious when resyncing—avoid excessive attempts as it consumes API calls.
Error:
This administration ID is no longer active in Yuki. It is possible that the same file exists with a new Yuki ID. To check that, please reconnect the sync and see if this file appears on the list of sync references with a new administration ID.
Explanation:
It seems that the reference used in the file is no longer valid. This may occur if the reference is now associated with a different Yuki entity.
What can you do:
- Check in the client file the list of sync references to see if the file appears with a new administration ID.
- If the file appears with a new reference, update the sync accordingly.
Error:
Yuki connection timed out. This may be caused by large amounts of data in this file. If the error persists, please contact Silverfin support.
Explanation:
The file contains so much data that our attempts to retrieve it from Yuki fail due to the connection timing out. Yuki does not respond within the expected time frame, possibly because of the file’s size.
What can you do:
- Resync the file to see if the issue is resolved.
- Be cautious when resyncing—avoid excessive attempts as it consumes API calls.
- If the error persists, contact Silverfin upport for further help.