Data-source troubleshooting

Connection fails

• Confirm the provider account belongs to the intended organization/tenant.
• Check administrator approval, app-installation policy, redirect URL, and required provider feature/plan.
• For keys or client credentials, verify ID/secret format, expiry, clock, and allowed IP/network conditions.
• Retry from the data-source detail page; do not paste secrets into support notes or evidence descriptions.

Reauthentication is required

Refresh tokens can be revoked by password/security changes, provider policy, app removal, or expiry. Use the detail page's reauthentication flow. Cloud client-credential modes may require updating the credential fields rather than an OAuth popup.

Sync is failed or stuck

Inspect the latest job/error and provider status. Common causes are rate limits, missing permissions, revoked credentials, provider outages, or an account boundary that no longer exists. Avoid repeated retries when the provider reports revoked credentials because some systems can lock accounts after repeated failure.

Collection is partial

Compare the connector's selected tenant/project/site/installations with provider inventory. Check pagination, API plan limits, regional endpoints, excluded repositories/resources, and whether the provider exposes the needed fact at all. A sync can be technically successful while returning only the permitted subset.

Evidence is stale or unmapped

Stale evidence usually means no successful refresh inside its expected freshness window. Fix the source before manually validating old evidence. Unmapped evidence may be legitimate but not confidently associated with a control; review it in the Evidence Vault and map only when the artifact actually proves the control.

Disconnecting and reconnecting

Disconnect only after confirming historical evidence and downstream dependencies. Reconnecting can create a new integration identity; verify whether provider records deduplicate by stable external IDs and reconcile unexpected duplicates in assets, personnel, evidence, and findings.