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 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.

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).
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."
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
Wait for the next synchronisation interval, then check whether your data has updated

Restarting the Credit Hound Connector Service in Windows Services

Restarting all of them is safe

If you have more than one connected company you will see more than one service. Restarting all of them causes no data loss.

Administrator rights required

You 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 own

This usually indicates a problem with the service's login details or its connection to your accounting system. Please contact 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.

Launching the Credit Hound Agent from the Start Menu

Please launch the Credit Hound Agent from your Start Menu.

Selecting your company and clicking Edit

Once in, go to Accounting Connectors and select your company
Click Edit

The Accounting Connector Configuration screen

Click Login

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 Settings

You 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.

Launch the Credit Hound Agent from your Start Menu
Go to Accounting Connectors and select your company
Click Options
Click Full Sync
Click Close

Performing a Full Sync from the Accounting Connector Options window

A Full Sync is not immediate

All 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 company

Installing 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.

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

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, 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.

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.

Once there, check your Accounting Connector status and click Login.

If you have an Inactive Connection

Go 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

Sage Intacct User Credentials

Update your User Credentials and click Save.

Credentials updated successfully

The credentials will be updated and you will be redirected back to the Company Settings page.

Sage Business Cloud Accounting

Sage Business Cloud Accounting user credentials

Update your User Credentials and click Save.

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.

Go to Company Settings (Settings cog, top right)
Under Perform a manual sync, click Sync
The Last Sync time will update once the synchronisation completes