ConnectWise Troubleshooting Knowledge Base

Use this page to troubleshoot common ConnectWise integration errors, understand what each error usually means, and choose the next action.

Error message	Likely meaning	Recommended next steps
`"code": "MaxLengthField"` `"message": "The field summary must be a string with a maximum length of 100."`	The ticket summary is too long. ConnectWise allows a maximum of 100 characters.	Shorten the ticket title or summary, then try again. Put longer details in the ticket description instead of the title.
`Query read timeout`	The ConnectWise database timed out while processing a large or slow request.	Try again later. If the issue continues, contact Support with the Integration ID and the time the error occurred.
`"code":"Security"` `"message":"You do not have security permission to perform this action."`	The ConnectWise API member does not have permission to read ticket statuses for the relevant Service Board.	Ask your ConnectWise admin to grant the integration user the required Service Desk security rights for that board, or use an API member with sufficient permissions. Then retry the request.
`"message": "Incorrect public/private key"`	The public/private API key pair is incorrect or does not match the ConnectWise API member.	Verify the public and private keys for the ConnectWise API member. If needed, generate a new key pair and reconnect the integration.
`Failed to get User Profile. Check your account details and try again.` `"output": "Invalid Token"`	The saved token or API member credentials are invalid.	Check that the member API keys are populated correctly. If needed, create a new key pair and reconnect the integration.
`ConnectWise: Error: "code": "InvalidObject", "message": "ticket object is invalid"` `"message": "Service Status 17 not found for Service Board 21"`	The selected ticket status does not exist on the target Service Board.	Choose a valid status for that Service Board. Ask your ConnectWise admin to confirm the correct board and status mapping.
`Connect SDK attempted to make an API request, but no user was authenticated.`	The SDK request was made before a user was authenticated.	Refresh the browser and retry the action.
`"message": "Your authorization token has expired."` `"code": "7203"` `"status": 401`	The authorization token expired or the connection details are no longer valid.	Check the company ID/name and reconnect the integration if needed.
`An unexpected database error has occurred.`	ConnectWise returned a temporary database error.	Try again later. If the issue continues, report it to your ConnectWise admin with the time it occurred and the Integration ID.
`"message": "Status cannot be updated on a merged ticket."`	The ticket was merged into another ticket, so its status can no longer be updated directly.	Update the main ticket that the original ticket was merged into. If ticket merging is expected in your process, treat this message as informational.
`"message": "The set of specified public/private keys have been inactivated."`	The ConnectWise public/private keys were disabled.	Ask your ConnectWise admin to generate new keys and update the integration. After updating the keys, reconnect the integration.
`"Cannot read properties of null (reading 'length')"`	The request contains an empty or unexpected field, causing a server-side error.	Reconnect the integration and try again. If the issue repeats, share the Integration ID and Paragon request ID with Support or your admin so they can identify the problematic field.
`"Unable to validate/refresh the connect credentials. Please check the credentials and try reconnecting."`	The saved connection expired or the credentials can no longer be refreshed.	Reconnect the Paragon integration. If the credentials were changed or rotated, reconnect using the updated credentials.
`Workflow has been enqueued but has not completed`	The workflow was queued but has not finished running yet.	Wait for the workflow to complete, then check the result again. If it remains stuck, contact Support with the Integration ID.
`New State "ABCD" not found on ConnectWise - please re-check configuration`	The configured state does not exist in ConnectWise.	Review the ConnectWise configuration and choose a valid state. Then retry the sync or workflow.
"message": "Failed to get User Profile. Check your account details and try again.", "code": "0704", "status": 400, "apiError": "message": "Request failed with status code 403", "statusText": "Forbidden", "output": "code": "Security", "message": "You do not have security permission to perform this action."	ConnectWise rejected the user-profile validation request because the API member does not have the required security permissions. The credentials may be valid, but the API member’s Security Role is missing access to the required ConnectWise resource/action.	Ask the ConnectWise admin to check the API Member’s Security Role and grant the required permissions. Then reconnect or retry the integration. If the issue continues, verify the Company ID, public/private keys, and that the API member is active.