PRISM Connect Troubleshooting

PRISM Connect Troubleshooting

This section can be used to diagnose common warnings and errors reported in PRISM Connect.


Warnings


Warnings occur when a sync occurs and transfers data, but the outcome of the sync may need manual adjustment depending on your billing process

Warning Message: Subscription cost unit price changed from [00.00] to [00.00] on [DD MMM YYYY]

Tool: ConnectWise
Description & Action Required: The product associated with this subscription had a cost price change part-way through the usage month. The PRISM Connect sync process will not change price automatically part-way through the month so you should review the Additions created in ConnectWise to determine if changes are required prior to invoicing your customer.

Warning Message: Subscription retail unit price changed from [00.00] to [00.00] on [DD MMM YYYY]

Tool: ConnectWise
Description & Action Required: As above except a change in the retail or RRP price has occurred.
 

Errors

When an error occurs, PRISM Connect has failed to sync the data for one or more subscriptions. 

Error Message: AutoTask returned an error response: Violation of UNIQUE KEY constraint 'IX_service'. Cannot insert duplicate key in object 'dbo.Service'. The duplicate key value is (*********************). Error updating database for new entity records.

Tool: AutoTask
Description & Action Required: This error occurs when a service that was not created by PRISM Connect a name that matches the SKU of a product in PRISM.
For example, if a product SKU is sku_1357, then when the service is created in AutoTask, the service name will be CP_sku_1357. Because all service names are required to be unique, if a service with that name already exists, the error will occur.
It is recommended to rename or delete the service that is causing the conflict, and then sync products again. After successfully syncing the product, and required changes can be made, including changing the name.
PRISM Connect will continue to sync the PRISM product to the same service in AutoTask.  

Error Message: ContractServiceAdjustment effectiveDate must be between the start date and end date of the Contract referenced by contractID.

Tool: AutoTask
Description & Action Required: PRISM Connect can only operate with active ‘Recurring Service’ AutoTask contracts. An active contract is one where the ‘Active’ field in AutoTask is set and the current date is between the Contract start and end date. Review the contract in AutoTask 

Error Message: Could not find source product or multiple matches

Tool: AutoTask & ConnectWise
Description & Action Required: The product associated with the subscription could not be found in the set of know PRISM connect products. If the product is no longer an active product to order (example Legacy products under Microsoft CSP, but still invoicing for to end customers), please contact rhipe Operations team to have this product whitelisted under your account.

Error Message: Error executing AutoTask POST request to 'https://webservices2.autotask.net/ATServices Rest/v1.0/Services'. Status code: Unauthorized.

Tool: AutoTask
Description & Action Required: This error will occur if the sync has started, but some requests to the AutoTask API were unauthorised. 
The API user in AutoTask may not be authorized for many reasons.
  1. The user credentials may have changed
  2. The user may be locked
The security level may not be configured correctly.
Check that the AutoTask credentials are correct. See Connecting to AutoTask for instructions.
Check that the API user in AutoTask is not locked. See the FAQ. 

Error Message: Autotask returned an error response: The logged in Resource does not have the adequate permissions to create this entity type.

Tool: AutoTask
Description & Action Required: This error will occur if the API user configuration isn't configured as per the documentation, please refer back to the API user configuration documentation here.



Error Message: An unexpected error occurred

Tool: AutoTask & ConnectWise
Description & Action Required: Please contact rhipe Operations Team for assistance.

Error Message: ConnectWise returned an error response: Since this period has already been invoiced there will not be an invoice generated for additional products for this period. Please prorate the agreement or update the start date to on or after the Next Invoice Date

Tool: ConnectWise
Description & Action Required: ConnectWise has prevented the Addition from being added because the Addition starts in a period which has already been invoiced for the agreement. Please sync to a different agreement or contact rhipe operations team to reset your sync to start at another invoicing period

Error Message: Failed to get or create the product in ConnectWise: [Failure Reason]

Tool: ConnectWise
Description & Action Required: PRISM Connect cannot create a required product in ConnectWise. Try and diagnose the reason from the Failure Reason given

Error Message: An unexpected error occurred syncing source customer '[customer ID]' agreement '[agreement ID]' to target customer '[contract ID]' agreement '[agreement ID]'. An addition was added to ConnectWise but not returned from the API

Tool: ConnectWise
Description & Action Required: ConnectWise was slower to process the updates then expected, therefore the data returned from ConnectWise did not contain this charge so the sync fails validation. To correct resync the data and subseuqent syns will show no change, confirming that no issue present.

Error Message: There are multiple products in the ConnectWise product catalog with the VendorSku of '[SKU]'

Tool: ConnectWise
Description & Action Required: PRISM Connect uses the VendorSku field of products in ConnectWise to identify the correct product to associate with a subscription. If there are more than products in the ConnectWise product catalog with the same VendorSku, please remove or change the VendorSku on the product which does not match the product in the PRISM product catalog.

Error Message: There is an existing addition for product sku '[sku]' that needs to be cancelled as it is not in the PRISM invoice and ConnectWise has no subscription id (serial number) for accurate match

Tool: ConnectWise
Description & Action Required: There is an addition on the agreement in ConnectWise that is open/active in the usage period but does not appear on the PRISM invoice. As this addition was not created by PRISM Connect you will need to manually cancel the addition for the sync to succeed

Error Message: Unable to find the default product sub-category of '[Sub-category name]' when adding a new product

Tool: ConnectWise
Description & Action Required: PRISM Connect cannot create a required product in ConnectWise as the default sub-category is shown as [Sub-category name]. Please follow the steps to Configure ConnectWise Products and Categories earlier in this Knowledge Base Article.

Error Message: Unable to find the default product type of '[product type]' when adding a new product

Tool: ConnectWise
Description & Action Required: PRISM Connect cannot create a required product in ConnectWise as the default product type is shown as [product type]. Please follow the steps to Configure ConnectWise Products and Categories earlier in this Knowledge Base Article.

Error Message: Unable to find the default product unit of measure of '[Unit of measure]' when adding a new product

Tool: ConnectWise
Description & Action Required: PRISM Connect cannot create a required product in ConnectWise as the default unit of measure is shown as [Unit of measure]. Please ensure the unit of measure exists and is active in your ConnectWise configuration.

Error Message: Unable to sync subscription to ConnectWise because of inconsistent existing additions. Check for gaps in dates or additions starting after this invoice usage period.

Tool: ConnectWise
Description & Action Required: PRISM Connect expects to process records in chronological order. When attempting to sync a subscription there were Additions found in ConnectWise but PRISM Connect was unable to calculate the changes required. Make sure there are no Additions in ConnectWise which are “start in the future”, that is starting after the end of the syncing usage period. Try to remove any additions for the syncing usage month and anything in the future and attempt the sync again.










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