Each helpdesk, PSA or CRM you connect has its own page in Simplesat, opened from Integrations. When you click a button there, a message can appear at the top of the page. Some messages are Simplesat's own. Others pass on the wording of your tool, or of the integration platform that Simplesat's integrations run on. Problems that happen while an integration is running never show up in Simplesat, but we can look them up for you.
Reading an error message
To open a tool's page and see its messages, you need the Manage integrations permission, which Owner and Admin have by default. Each message stays on screen for four seconds, and Simplesat doesn't keep a copy you can open later. If you might need our help, take a screenshot while the message is showing.
Most errors start with a code and the label Bad Request or Bad Response, followed by the message: "400: Bad Request - Please set up all the steps correctly before starting the Cycle". The code is the status the integration platform returned to Simplesat, so it isn't always your tool's own code. In these messages, Cycle means one integration.
One error has no code: "Oops! Something went wrong. Please try again or contact Simplesat support for help." When something fails on the Slack, Microsoft Teams or Intercom page, it's the only error you'll see.
Error messages
Message | What it means | What to do |
"Oops! Something went wrong. Please try again or contact Simplesat support for help." | The request failed, and the page had no detail to show. It covers any failure without detail, including errors from Simplesat itself. | Try once more. If it comes back, contact us with the tool, the integration and the button you clicked. |
"400: Bad Request - undefined" | Your tool or the integration platform sent an error the page couldn't display, and the word undefined shows in its place. The code can differ, and the message can follow any button, including Authenticate. It doesn't mean a field is empty, because the Authenticate window won't send until every field is filled in. | Check each value you typed in the Authenticate window, such as your address or region in your tool. Simplesat doesn't check their format. If the message comes back, contact us. |
"400: Bad Request - Please authenticate connector(s) before starting the Cycle" | The connection to your tool isn't set up correctly on our side, and it isn't yours to fix. It appears when you click Activate integration on a tool that already reads Authenticated. | Contact us with the tool's name and the integration's name. |
"400: Bad Request - Please set up all the steps correctly before starting the Cycle" | A setting the integration needs has no value yet. It appears when you click Activate integration or Save. | Reload the page, open the integration, give each required setting under Field mapping a value, and click Save. If every required setting has a value and the message persists, contact us with the integration's name. |
"400: Bad Request - Account connector name tool name is in use." | The integration platform already holds a connection to this tool for your workspace, and Simplesat has no record of it. You can't see or remove that connection in Simplesat. The name in the message is the tool's name on the integration platform, which can differ from its name on the Integrations page. For example, ConnectWise PSA for ConnectWise, Hubspot V3 for HubSpot, and Gladly (custom) for Gladly. | Contact us with the tool's name. |
"number: Bad Request - Unknown client IP Address 'address': contact support to request access for this IP address" | Your tool refused a request from Simplesat, because it accepts requests only from IP addresses on its allowlist. The "contact support" in the message is your tool's own wording. | Add all five addresses listed in IP addresses and domains to your tool's allowlist, then try again. |
"401: Bad Request - your tool's message" | The request was refused as unauthorized, either by your tool or by the integration platform. | Check that the key, token or user Simplesat connects with is still active in your tool. To switch to a new one, click Revoke access, Authenticate with the new one, and switch each integration back on. If the credential is fine, contact us with the whole message. |
"You need to authenticate with tool name before enabling any integrations." | It's shown over a grayed-out Activate integration button, and it means the tool isn't connected. | Click Authenticate at the top of the tool's page. On a Google tool, use the Google sign-in button instead. |
"Premium integrations are available on a higher plan. Upgrade to unlock this feature." | It's shown under the title Premium integrations, over a grayed-out Authenticate button on the Salesforce page. Salesforce comes with the Pro plan and above, and your plan doesn't include it. The title doesn't refer to the Premium plan. | If you manage billing, click Upgrade plan in the message. If you don't, ask the person who does to move you to Pro or above. |
"You need to deactivate this integration before performing a field lookup. After you deactivate, perform the lookup, save the settings, then reactivate." | It's shown in the Field lookup window on an integration that reads Active. Lookup works only while the integration is inactive. | Click Deactivate integration, use Lookup, and click Save. Then click Deactivate integration and Activate integration. After you save, the integration reads Active, but Simplesat doesn't send it anything until you do this. |
"This field is required" | It appears when you point at an orange warning triangle beside a field in the Field mapping table. Your tool requires a value for this field. | Give the field a value and click Save. |
"The Webhook URL is not available." | It appears when you click the copy button beside Webhook URL. Your browser didn't let Simplesat copy to the clipboard, but the URL is still there. | Select the URL and copy it yourself. |
Any other "number: Bad Request - message" or "number: Bad Response - message" | Your tool or the integration platform refused the request. The message after the dash says why. | Act on the message. If it isn't clear, contact us with the whole message. |
What Authenticated and Active mean
Authenticated with Zendesk, with a green check at the top of the tool's page, means the last Authenticate worked. Connect your Zendesk account with Simplesat, with an Authenticate button, means the tool isn't connected.
For most tools that you connect with a key, token or password, Authenticate tries the credential with your tool once, and the page reads Authenticated only if your tool accepts it. For a tool you connect by signing in to it, a wrong sign-in fails on your tool's own sign-in page. Once you've authenticated, nothing tests the connection again, so Authenticated stays until someone clicks Revoke access. That holds even when the key is deleted, replaced or expires in your tool, or the user it belongs to leaves or loses access there.
Active and Inactive show whether an integration is switched on. But for integrations that run on survey responses, Active doesn't guarantee that Simplesat is sending them anything. If one of those is getting nothing, click Deactivate integration, then Activate integration.
Neither label shows whether the integration's last run worked.
Connect again with a new credential
Simplesat keeps using the credential from the last Authenticate, and a stored credential can't be edited. To switch to a new key, token or user, connect again.
Warning: Revoke access switches off every integration for the tool, and authenticating again turns none of them back on.
Click Revoke access.
Click Authenticate and enter the new credential.
Click Activate integration on each integration you use.
For more on changing the credential or account a tool connects with, see Integration security, permissions and data flow.
When nothing shows a message
What you see | What to do |
The tool's page keeps loading. | Reload the page. If it keeps loading, contact us with the tool's name. |
An integration's settings keep loading after you open it. | Reload the page. If they're still loading, contact us with the tool and the integration. |
On a tool you connect by signing in to it, Authenticate stays grayed out. On a Google tool, the Google sign-in button does. | Simplesat couldn't prepare the sign-in. Contact us with the tool's name. |
Authenticate does nothing in the window that asks for details before you sign in. | Contact us with the tool's name. |
The Field lookup window opens empty, and Add field stays grayed out. | Click outside the window or reload the page, then use Lookup again. If it's still empty, contact us. |
Errors while an integration runs
An integration can start from a survey response, from an event in your tool (such as a ticket closing), or on a schedule.
If your tool refuses something during a run, the error goes into the integration's log. The cause might be an expired key, a missing permission, a field your tool requires, or a value of the wrong type. These errors don't appear in Simplesat.
A run also fails when your tool takes too long to answer, with an error such as ConnectWise's "A connection attempt failed because the connected party did not properly respond". It isn't tried again automatically, but we can re-run it.
Audit logs record each Authenticate and Activate integration click, though not whether it worked. See Audit logs.
Heads up: Responses that arrive while an integration is switched off aren't sent to it when it's switched back on.
To check whether a survey went out from an integration that sends surveys, see When a survey does not send.
Ask us to check an integration
Support can open the last 30 days of an integration's log and see when it last ran and what failed. Once the cause is fixed, we can re-run the affected responses. After a failed Authenticate or Activate integration, Simplesat often keeps the details as well, so we may be able to see what went wrong after the message has gone.
When you contact us, include:
The tool's name
The integration's name, as it appears on the tool's page
The message, as it appeared
When you saw it
For an integration that stopped working, the date its data last arrived
Troubleshooting
I get a 400 telling me to authenticate the connector before starting the cycle, but the tool already shows Authenticated
Authenticated means the last Authenticate in Simplesat worked, and this message shouldn't appear on a tool that reads it. When it does, the connection to your tool isn't set up correctly on our side. It's ours to fix. Contact us with the tool's name and the integration's name.
I get a 400 saying to set up all the steps correctly before starting the cycle, and I don't know which step is missing
"400: Bad Request - Please set up all the steps correctly before starting the Cycle" means a setting the integration needs has no value yet. Depending on the integration, that could be:
the survey to send
the sheet, channel or address to send to
a field ID from your tool
a field your tool requires, marked with an orange warning triangle
Activate integration creates the integration before it starts it. After this message, the integration exists and reads Inactive. To finish setting it up:
Reload the page and open the integration's settings.
Give each required setting under Field mapping a value.
Click Save. Right after a refused Activate integration, saving starts the integration, and you don't need to deactivate it first.
If you changed only some of the settings, the integration can keep reading Inactive until you reload the page. If saving brings the message back, a required setting is still empty. When every required setting has a value and the message still appears, contact us with the integration's name.
I get a 400 saying the account connector name is already in use, but I can't see any existing integration to activate
The message reads "400: Bad Request - Account connector name tool name is in use." Here tool name is your tool's name on the integration platform, such as ConnectWise PSA for ConnectWise. The integration platform already holds a connection to this tool for your workspace, and Simplesat has no record of it. You can't see it or remove it in Simplesat. Contact us with the tool's name.
On a tool you connect by signing in to it, the same situation shows no message, and Authenticate stays grayed out.
My integration fails to create tickets with a 400 listing fields my PSA says are mandatory. Where do I set them?
Set them in the integration's Field mapping table. The error comes from your tool when the integration tries to create a ticket, so it doesn't appear in Simplesat. It's recorded in the integration's log, which we can check for you.
Follow-up ticket integrations fill in a title and a description. For some tools they also fill in a status, a priority or the company. Any other field your tool requires needs a value from you:
Open the integration and click Deactivate integration. Lookup works only while the integration is inactive.
In the Field mapping table, give each field your tool names a value. Select a value and Lookup choose from your tool's own values. For a field with set options, Type a value needs the ID your tool uses for the option, not the name shown in your tool.
Click Save.
Click Deactivate integration and then Activate integration. After you save, the integration reads Active, but Simplesat doesn't send it anything until you do this.
The ConnectWise, Gorgias, RepairShopr and Vorex follow-up ticket integrations have no Field mapping for the ticket they create. If one of those tools requires a field, contact us with the field and its value. We can add it to the integration's settings, marked as required, for you to fill in.
For more on follow-up tickets, see Creating a follow-up ticket from feedback.
My integration returns 401 Unauthorized even though I made fresh credentials with full admin rights
Simplesat keeps using the credentials from the last time someone connected the tool, so it won't use new credentials you create in your tool until you connect with them. A stored credential can't be edited, and Reset integration only returns one integration's settings to their defaults. To switch:
Click Revoke access. This switches off every integration for the tool.
Click Authenticate and enter the new credentials.
Click Activate integration on each integration you use, because authenticating again doesn't switch them back on.
If the 401 continues, check your address and region in your tool as you typed them in the Authenticate window. Simplesat doesn't check their format. Spaces at the start and end are trimmed, so they aren't the cause. A 401 can also come from the integration platform rather than your tool. And a tool that accepts requests only from listed IP addresses refuses all others, whatever rights the credential has. If yours limits requests that way, add all five addresses listed in IP addresses and domains to its allowlist. If you still get a 401, contact us.
I get 400 Bad Request - undefined the instant I click Authenticate
Your tool or the integration platform sent an error the page couldn't display, and the word undefined took its place. It doesn't mean a field is empty, because the Authenticate window won't send until every field is filled in. Check each value you typed, especially your address and region in your tool, since Simplesat doesn't check their format. If the message comes back, contact us.
I get an Oops, something went wrong error when activating, and no detail at all
"Oops! Something went wrong. Please try again or contact Simplesat support for help." appears whenever the page has no detail to show, including for errors from Simplesat itself. Click Activate integration once more. If you get the same message, contact us with the tool and the integration. Simplesat often keeps the details of a failed activation, so we may be able to see what went wrong.
My data stopped syncing months ago and nothing looks wrong. Can you see failing sync events?
Yes, for the last 30 days, which is as far back as the integration's log goes. We can see which runs failed in that time and re-run the affected responses once the cause is fixed. Tell us the date your data last arrived.
The page looks normal because a failed run doesn't change Authenticated, and the integration can keep reading Active. While we look, check:
that the key, token or user Simplesat connects with is still active in your tool. If it isn't, click Revoke access, Authenticate with a working credential, and switch each integration back on.
whether someone clicked Revoke access for the tool, which switches off every integration for it.
Responses that arrived while an integration was switched off weren't sent to it, and switching it back on doesn't send them.
My integration shows Authenticated and Active, so why is it not working?
Authenticated shows that the last Authenticate worked. Active shows that the integration platform has the integration switched on. Neither tells you whether your tool still accepts the credential, or whether Simplesat is sending the integration responses.
Click Deactivate integration and then Activate integration to switch the integration on in both places. If it still isn't working, check the credential in your tool and contact us, and we'll look at the integration's log.
FAQ
Is there any way for me to see the errors myself instead of opening a ticket every time?
No. A message on a tool's page disappears after four seconds and isn't saved. Errors during a run go into the integration's log, which only support can open. Audit logs show Authenticate and Activate integration clicks, but not whether they worked. Contact us and we'll check the log for you.
Does the authentication go stale on its own?
Not in Simplesat. Authenticated stays until someone clicks Revoke access. Your tool can still stop accepting the credential, for example when a key expires or is deleted there, or when the user it belongs to leaves.
When did my integration last run, and did it succeed?
Simplesat doesn't show this. Contact us and we'll check the integration's log.
Can we get an alert if the sync breaks again?
There's no alert or email you can set up for integration failures. If an integration's data stops arriving, contact us with the date it last arrived.
How long has this been silently broken, and were others affected?
Support can tell from your integration's log when it last ran and what failed. The log covers the last 30 days. Once the cause is fixed, we can re-run the affected responses. Tell us the date your data last arrived.