--- title: "Resolve Sync Issues" slug: "resolve-sync-issues" updated: 2026-09-11T08:07:56Z published: 2026-09-11T08:07:56Z canonical: "docs.credithoundcloud.com/resolve-sync-issues" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.credithoundcloud.com/llms.txt > Use this file to discover all available pages before exploring further. # Resolve Sync Issues The synchronization of data from your accounting system into Credit Hound Cloud is important as without the latest accounting data, Credit Hound Cloud could chase invoices that have already been paid. This article talks you through the steps to take to troubleshoot and resolve synchronisation issues. ## Check When Your Data Last Synchronised The date and time of the last successful synchronisation is displayed at the top of every page in Credit Hound, next to your company name. ![CheckLastSyncTime](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/CheckLastSyncTime.png)The Last Sync time is shown in the top bar next to your company name If the Last Sync time is recent but your data still looks wrong, this points to a data discrepancy rather than a connection problem. Follow the troubleshooting steps for your accounting system type. ## On-premise Accounting Systems On-premise based accounting systems use the Credit Hound Connector Agent. These accounting systems are: - SYSPRO - Sage 50 Accounts UKI - Sage 50 Accounting - US Edition - Sage 50 Accounting - Canadian Edition - Sage 100 - Sage 200 Professional ### Restart the Draycir Credit Hound Connector Windows Service Restarting the connector service resolves the majority of synchronisation issues and is the first thing to try. 1. On the server where the Credit Hound Connector Agent is installed, click **Start**, type Services, and click the **Services** app (you can also run **services.msc** from the Run dialog). 2. Locate the services named **Draycir Credit Hound Connector_** followed by a long reference number. There is one service for each connected company, and the description reads "*The on-premises connector integrates the accounting system with Credit Hound."* 3. Check the **Status** column for each of these services - If the status is **Running**, right-click the service and click **Restart** - If the status is blank or **Stopped,** right-click the service and click **Start** 4. Wait for the next synchronisation interval, then check whether your data has updated ![ConnectorAgent_RestartService2](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/ConnectorAgent_RestartService2.png)Restarting the Credit Hound Connector Service in Windows Services Restarting all of them is safeIf you have more than one connected company you will see more than one service. Restarting all of them causes no data loss.Administrator rights requiredYou will need Administrator rights on the server to restart a Windows Service. If the Restart option is unavailable, contact your IT administrator.If the service will not start, or stops again on its ownThis usually indicates a problem with the service's login details or its connection to your accounting system. Please contact [support@draycir.com](mailto:support@draycir.com) rather than repeatedly restarting the service. ### Refresh Login Credentials You may need to re-enter your login credentials for your connected company in the Credit Hound Connector Agent. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/StartMenuAgent.png)Launching the Credit Hound Agent from the Start Menu Please launch the Credit Hound Agent from your Start Menu. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingAgentEdit.png)Selecting your company and clicking Edit - Once in, go to **Accounting Connectors** and select your company - Click **Edit** ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingConnectorConfig.png)The Accounting Connector Configuration screen  - Click **Login** ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/CHCLoginPageAgent.png)Signing in to Credit Hound Cloud from the Agent  - Re-enter the email address and password you used to sign up to Credit Hound and click **Sign In** This will refresh your connection to Credit Hound. Check Accounting Company SettingsYou can follow the steps above to also ensure your connection details to your Accounting System are correct. In the Accounting Connector Configuration screen, under Accounting Company Settings, check the credentials and click **Test Connection**. ### Balance or Data Discrepancies If the data in Credit Hound does not match your accounting system — for example customer balances are out of date, or transactions are missing — perform a Full Sync. A normal synchronisation only sends tracked changes, whereas a Full Sync sends all data. 1. Launch the **Credit Hound Agent** from your Start Menu 2. Go to **Accounting Connectors** and select your company 3. Click **Options** 4. Click **Full Sync** 5. Click **Close** **![ConnectorAgent_FullSync](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/ConnectorAgent_FullSync.png)Performing a Full Sync from the Accounting Connector Options window**A Full Sync is not immediateAll data is sent at the next scheduled synchronisation interval, not the moment you click the button. Allow at least one full sync cycle before checking your data. #### If a Full Sync does not resolve the discrepancy The **Options** window also contains a **View Logs** button, which opens the log files for the Agent manager and connectors. Click **View Logs**, locate the most recent entries, and attach them to a support ticket at support@draycir.com along with an example of the affected customer or transaction. Alternatively, navigate to **C:\ProgramData\Draycir\Credit Hound Cloud\Agent\Logs** to retrieve the log files. ### Duplicate Transactions Only one Credit Hound Connector Agent must be installed per companyInstalling the Agent on more than one computer causes both installations to synchronise to Credit Hound Cloud, which results in duplicate transactions and other data errors. The Agent must be installed on your server, not on individual client PCs. If you are seeing duplicate transactions on an on-premise connector, check whether the Credit Hound Connector Agent has been installed on any other computer. Uninstall the Agent from every machine except your server, then perform a Full Sync using the steps above. Please contact us at support@draycir.com if you have duplicate transactions in your Credit Hound Cloud dataset. ## Sage 50 US - Upgrade When upgrading your Sage 50 US system, sometimes the **Access From Outside Sage 50** Peachtree password gets reset to the option ‘None’. If this happens, Credit Hound will be unable to communicate with the Sage 50 US data. - To resolve this, please select **With the following login information** and ensure a suitable password is set. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/Sage50USAccessPeachtree_marked.png)Setting the Access From Outside Sage 50 password Password Change If you do change the password after the upgrade, ensure you update this password in the Credit Hound connector ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingConnectorConfig_Sage50.png)Updating the accounting system password in the Agent  - Once in, go to **Accounting Connectors** and select your company - Click **Edit** - Under Accounting System Settings, update the password and click **Test Connection** followed by **OK**. See the help section, [Configure Sage 50cloud Accounting](https://docs.credithoundcloud.com/docs/connecting-to-sage-50cloud-accounting-us#configure-sage-50cloud-accounting), for further details. ## Cloud-based Accounting Systems Follow these sync troubleshooting steps for cloud Accounting Systems like Sage Business Cloud Accounting or Sage Intacct. ### Refresh Login Credentials If you recently changed your login credentials, you will also need to update these in Credit Hound. You can visit the Company Settings page to update your login credentials. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/GotoCompanySettings.gif)How to get to Company Settings Company Settings can be found under the Settings cog icon in the top-right hand corner of the screen. Click on the icon and when the menu appears click on Company Settings. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingIntacctConnection.png) Once there, check your Accounting Connector status and click **Login**. If you have an Inactive ConnectionGo to the Company Settings page to verify your connection to your accounting system status is Active. If the Status is Inactive, please attempt to login on this page again. #### Sage Intacct ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingIntacctUpdate.png)Sage Intacct User Credentials Update your User Credentials and click **Save**. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingIntacctSuccess.png)Credentials updated successfully  The credentials will be updated and you will be redirected back to the Company Settings page. #### Sage Business Cloud Accounting ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingSageBCALogin.PNG)Sage Business Cloud Accounting user credentials  Update your User Credentials and click **Save**. ![](https://cdn.document360.io/57d19fb5-2d12-4c10-afea-5b60eb76d2a8/Images/Documentation/TroubleshootingSageBCASuccess.PNG)Credentials updated successfully  The credentials will be successfully updated and you will be redirected back to the Company Settings page. ### Perform a Manual Sync If your data in Credit Hound does not match your accounting system, you can trigger a synchronisation manually rather than waiting for the next scheduled one. 1. Go to **Company Settings** (Settings cog, top right) 2. Under **Perform a manual sync**, click **Sync** 3. The Last Sync time will update once the synchronisation completes