On a connection's page, Sync Status shows an error, a row on Sync Log reads Failed or Partial Success, or a run finished and the people, doors or cards you expected are missing. This page covers SALTO, dormakaba MATRIX, ASSA ABLOY eCLIQ and Interflex IF-6040 and is for the Organisation Admin and the Access Manager, who see Integrations. It starts on the connection's page under Connected.
Also called: sync, synchronisation, run, pull, push.
Open the connection and its Sync Log tab. Every row is one run. Beside the status, a marker says whether portierX tries again: Attempt 2 of 4, trying again, This run stopped after attempt 1 or Succeeded on attempt 2 of 4. The entry under Started opens the run with What happened, the steps, and Errors, the system's own words. What each reading means is on the connection screen page under Related.
A run that fails on a passing fault, for example because the system did not answer, is delivered again on its own, as many times as Attempts on the Configuration tab allows, with growing waits between tries. The row reads Attempt 2 of 4, trying again and, after the last try, This run stopped after attempt 4.
A run stops at once when another try would change nothing: the connection is removed or incomplete, the system rejected the credential, or the system answered the change with an error. The row then reads This run stopped.
Whether a run stops or not, the next scheduled run starts on its own; the Summary tab names the wait. On eCLIQ and Interflex two runs never overlap: a run that meets one in progress is recorded as Skipped and leaves the work to the one in progress.
The causes are in the order they are checked.
The page carries the banner Draft, not yet active., and the button that starts a synchronisation is locked. A draft does not sync. Continue setup, Test connection and Activate release the connection.
Summary shows Health check failed, and Errors on the run names the address that does not answer. Check the URL under Security on Configuration, whether the system is up, and whether your firewall lets portierX through. Correct a wrong address with Update Details, then Test Connection.
A Cloudflare Access sign-in page or a gateway answers instead of the system, and the health check fails although the address is right. Check Protection Type and the headers under Protection Layer on Configuration, and in Cloudflare Zero Trust whether the service token for portierX is valid. Enter the client id and secret or the header values again, Save, then Test Connection.
Test Connection returns Failed, the connect wizard says Credentials rejected., and the run ends with This run stopped. The secret, password or certificate was changed on the system's side or has expired. For SALTO and dormakaba MATRIX enter the changed secret under Security with Update Details, for eCLIQ paste the replacement certificate, for Interflex rotate the password or the server certificate; the page of each system describes the dialog. The rejected run is not repeated; the next run uses the changed credential.
The system accepts the sign-in and refuses the write. On Interflex IF-6040 the service account then lacks a right or the read-write licence; Errors on the run names the refusal, and portierX does not repeat the run. Grant the service account the rights and licences in the system for what portierX reads and writes; the next change in portierX goes out again.
Open the run. What changed lists every record written, and a Skipped entry names a record with its reason. A person without a personnel number in Interflex is named and not created; portierX never matches by name. A person whose email address another person carries is left for you to resolve. A zone from Interflex arrives as an access point with no space; you place it in the space it serves. Fix the cause in the system or in portierX, and the next run writes the record. A run removes nothing: what eCLIQ or Interflex stopped listing is named on Sync Log, and the record stays in portierX.
On Interflex nothing is written when a read fails or returns more rows than one run reads; the row names the failed step, and a run with counts reads Partial Success, one without Failed. On SALTO and dormakaba MATRIX a failure on the doors ends the run (Failed), and a failure on the people leaves the doors in place (Partial Success). Read Errors; when the system is reachable and the sign-in valid, the run is delivered again on its own.
The message reads Couldn't secure the secret. Contact support., or the health check reports the stored secret as unreadable. The encryption for your organisation in portierX is affected, not the system. Write to [email protected].
On Summary, Start Sync starts a run at once. portierX checks the connection first; when that fails, Failed to start sync appears and nothing starts. The button is locked for a while after each click, while a run is in progress and while the connection is a draft; the hint on the button names the reason and the wait. A failed run is not repeated; the button begins another one. On eCLIQ and Interflex a run that meets one in progress is recorded as Skipped.
Replace the secret, password or certificate in portierX before it expires on the system's side; the system otherwise rejects every run.
Change the firewall, Cloudflare Access or the headers together with the connection's Protection Layer.
Leave the service account in the system its rights and licences.
After a change in the system, read the next run on Sync Log.
Write to [email protected] when the secret cannot be secured or read, when the health check names no reason, or when a run keeps failing after the address, the protection layer and the credential have been checked. Give the connection's name, the run's start time from Sync Log and the text under Errors. How to reach support is under Related.
