General Issues

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Related setup guide
Setting up a connector? See the connector setup guides.

Error message	Likely meaning (TL;DR)	Recommended next steps
Why do we sometimes see so many excluded devices?	An excluded device is one the connector still knows about but is not syncing into Xyte. It is not an error in itself — the Disabled reason column on the connector's devices page says why each one was excluded.	A device becomes excluded for one of several reasons: it stopped being returned by the provider; it was deleted in Xyte, so the connector's next update for it was rejected; it failed to register; it is a child of an excluded device; or the vendor cloud has not issued it an id yet. A large jump in the count usually means the provider stopped returning a batch of devices on one sync — for example an authorization or connectivity problem at the provider — rather than anything changing in Xyte. Those devices return to active automatically as soon as the provider reports them again. To see and act on them, open the connector's devices page and check the Disabled reason column. Devices excluded because they were deleted in Xyte, or because registration failed, can be brought back with Recover. See Viewing C2C device status per connector for the full list of reasons and how recovery works.
Unable to authenticate against <connector>. · Unable to authenticate with <connector>. · Unauthorized	The provider rejected the connector's credentials: they were changed, revoked or expired, or the account that authorized the connector lost access.	Open the connector and reconnect it, or enter fresh credentials from the provider's admin portal. If the connector was authorized by a person, use an account that still has admin rights at the provider.
Insufficient privileges for <connector>.	The provider accepted the credentials but the account or API key is not allowed to read your devices.	In the provider's admin portal, give the account or API key permission to read devices (see the connector's setup guide for the exact permission), then reconnect.
<connector>: 429 Rate Limit Exceeded	The provider is limiting how many requests the connector can make.	No change is needed. The connector retries on its own and syncing resumes once the provider's limit clears.
<connector>: 500 Internal Server Error · 502 Bad Gateway · 503 Service Unavailable · 504 Gateway Timeout	The provider's service had an error or was temporarily unavailable. This is on the provider's side.	No change is needed. Check the provider's status page; syncing resumes once the service recovers. If it lasts more than a day, reconnect the connector.
<connector>: Error 4xx · <connector>: Not Found	The provider rejected a request: an organization, site or resource the connector uses no longer exists, or a setting such as the organization ID or region is wrong.	Check the connector's settings against the provider (organization ID, region, account) and reconnect.
Failed to open TCP connection · execution expired · timeout	The provider's service could not be reached in time.	This is usually temporary and the connector retries on its own. If it persists, check the provider's status page.
Failed to open TCP connection to device-service-api.prod.xyte.io	This integration isn't working right now because of an issue on our end, so new incidents are not being sent to it. We've identified the issue and are working on it.	Until it's fixed, check incidents in the Xyte portal. We'll let you know once it's fixed.
undefined method	This integration isn't working right now because of an issue on our end, so new incidents are not being sent to it. We've identified the issue and are working on it.	Until it's fixed, check incidents in the Xyte portal. We'll let you know once it's fixed.
Any other error	The provider returned an error we don't have a specific guide for yet.	Open the connector and reconnect it. If it fails again, contact support with the time of the error. We receive the full error details automatically.