Hello, how can we help you?

This article explains how external systems guide 1 works and what to expect.

Overview

External Systems Guide 1 is a core part of how users interact with the platform.

How It Works

The platform provides flexible configuration options designed to work across different teams and industries.

• Access is controlled through user roles and permissions
• Changes take effect immediately unless otherwise noted
• Settings can be updated at any time by authorized users

Common Questions

Who can use this feature?

Access depends on your assigned role and organizational settings.

Can this be changed later?

Yes. Most settings can be updated or reversed at any time.

Next Steps

Review related articles in this section to learn more.

This article explains how external systems guide 2 works and what to expect.

Overview

External Systems Guide 2 is a core part of how users interact with the platform.

How It Works

The platform provides flexible configuration options designed to work across different teams and industries.

• Access is controlled through user roles and permissions
• Changes take effect immediately unless otherwise noted
• Settings can be updated at any time by authorized users

Common Questions

Who can use this feature?

Access depends on your assigned role and organizational settings.

Can this be changed later?

Yes. Most settings can be updated or reversed at any time.

Next Steps

Review related articles in this section to learn more.

In this article

• What's happening
• Common causes
• Steps to resolve
• Still not working? Contact support

What's happening

If your product catalog is showing stale or missing data — or a third-party integration is no longer receiving updates — your store's API connection may have stopped returning product data correctly.

Common symptoms include:

• Inventory levels not updating in connected apps or marketplaces
• Product listings showing outdated prices, descriptions, or stock status
• API calls to /v2/products or /v3/catalog/products returning empty responses or partial data
• Sync errors in a third-party tool (e.g. an ERP, PIM, or channel management platform)

Common causes

1. API credentials have expired or been regenerated If your API key or OAuth token was recently regenerated — or if a team member rotated credentials — any integration using the old credentials will stop receiving data silently.

2. Rate limiting If your integration is making a high volume of API calls in a short window, the platform may be throttling requests. Rate-limited calls return a 429 response and do not return product data.

3. A recent store change triggered a sync gap Bulk product updates, channel reassignments, or category restructuring can occasionally cause a brief sync gap while the catalog index catches up.

4. Webhook not configured or endpoint unreachable If you're relying on webhooks to push product updates, a misconfigured or unreachable endpoint will cause your integration to fall behind without throwing an obvious error.

Steps to resolve

Step 1 — Confirm your API credentials are active Go to Settings → API Accounts and verify the credentials your integration is using are still listed and active. If they've been regenerated, update your integration with the new key.

Step 2 — Check for rate limit errors Review your integration logs for 429 Too Many Requests responses. If you're seeing these, reduce your call frequency or implement exponential backoff between requests.

Step 3 — Test the endpoint directly Make a direct API call to /v3/catalog/products using your credentials. If you receive a valid response, the issue is likely in how your integration is consuming the data, not in the API itself.

Step 4 — Review recent store changes If a bulk update or category change was made in the last 24 hours, allow up to 30 minutes for the catalog index to fully refresh before testing again.

Step 5 — Verify your webhook configuration Go to Settings → API Accounts → Webhooks and confirm the endpoint URL is correct and returning a 200 response. You can use the webhook test tool to send a sample payload.

Still not working?

If you've worked through these steps and your product data is still not syncing, our Product Support Engineering team can investigate further.

When you submit a case, include:

• The API endpoint you're calling
• The error response or behavior you're seeing
• The name of the third-party tool or integration affected
• Approximate time the issue started

Submit a support request → Here

Overview 

Data synchronization ensures that records captured in the field (e.g., via a mobile tablet or EHR app) are successfully uploaded to the central cloud database. Use this guide if you notice a "Sync Pending" status or missing records in the web portal.

Identifying the Issue Check the Sync Status Icon in the top right corner of your application:

• Green Check: Fully synchronized.

• Amber Arrows: Sync in progress.

• Red Exclamation: Sync failed/Network error.

Recommended Troubleshooting Steps

1. Check Connectivity: Ensure the device is connected to a stable Wi-Fi or LTE network. Note: VPNs or strict firewalls in some hospital bays may block the sync port.

2. Manual Sync Trigger: Go to Settings > Account > Sync Now. This forces the application to re-attempt the handshake with the server.

3. Verify SSO Status: If your agency uses Azure SSO, your session may have expired. Log out and log back in to refresh your security token.

4. App Update Check: Ensure you are running the latest version of the software. Outdated versions may have deprecated sync protocols.

When to Contact Support 

If the red exclamation point persists after a manual sync and a reboot, please create a support case. To expedite your request, please include:

• The Device ID found in the "About" menu.

• The specific Incident Number(s) that are failing to sync.

• A screenshot of the error message, if visible.

This article explains how data connections guide 2 works and what to expect.

Overview

Data Connections Guide 2 is a core part of how users interact with the platform.

How It Works

The platform provides flexible configuration options designed to work across different teams and industries.

• Access is controlled through user roles and permissions
• Changes take effect immediately unless otherwise noted
• Settings can be updated at any time by authorized users

Common Questions

Who can use this feature?

Access depends on your assigned role and organizational settings.

Can this be changed later?

Yes. Most settings can be updated or reversed at any time.

Next Steps

Review related articles in this section to learn more.

This article explains how email & notifications guide 1 works and what to expect.

Overview

Email & Notifications Guide 1 is a core part of how users interact with the platform.

How It Works

The platform provides flexible configuration options designed to work across different teams and industries.

• Access is controlled through user roles and permissions
• Changes take effect immediately unless otherwise noted
• Settings can be updated at any time by authorized users

Common Questions

Who can use this feature?

Access depends on your assigned role and organizational settings.

Can this be changed later?

Yes. Most settings can be updated or reversed at any time.

Next Steps

Review related articles in this section to learn more.

This article explains how email & notifications guide 2 works and what to expect.

Overview

Email & Notifications Guide 2 is a core part of how users interact with the platform.

How It Works

The platform provides flexible configuration options designed to work across different teams and industries.

• Access is controlled through user roles and permissions
• Changes take effect immediately unless otherwise noted
• Settings can be updated at any time by authorized users

Common Questions

Who can use this feature?

Access depends on your assigned role and organizational settings.

Can this be changed later?

Yes. Most settings can be updated or reversed at any time.

Next Steps

Review related articles in this section to learn more.