Troubleshooting Live Data

At a glance

This guide covers common issues with Live Data connectors: connection errors, synchronization failures, missing data, and performance problems.

Connection issues

The source shows "Disconnected"

Possible causes:

• Invalid or expired credentials
• Source URL unreachable
• OAuth authorization revoked

Solutions:

1. Check the credentials in Live Data > Your source > Configuration.
2. Test the connection with the Test connection button.
3. If the source uses OAuth, restart the authorization flow from the connector configuration.

"Connection refused" error

Possible causes:

• The source API is down
• A firewall is blocking the outgoing connection

Solutions:

1. Check the source availability on its status page.
2. Verify that your network allows outgoing connections to the source URL.
3. If you are using a proxy, check its configuration.

"Connection timeout" error

Possible causes:

• The source is taking too long to respond
• High network latency

Solutions:

1. Retry after a few minutes — the issue may be temporary.
2. Check the source response times on its dashboard.

Synchronization issues

Synchronization fails

Possible causes:

• The source schema has changed (new columns, modified types)
• The source returns data in an unexpected format
• The source request quota is exhausted

Solutions:

1. Check the error details in Live Data > Your source > Logs.
2. If the schema has changed, run a schema discovery again from the configuration.
3. Check the quotas on the source dashboard.

Missing data after synchronization

Possible causes:

• The source filters some data (incomplete pagination)
• Column mapping is incorrect
• New fields are not mapped

Solutions:

1. Check the number of rows in the original source.
2. Review the mapping in Live Data > Your source > Mapping.
3. Run a full synchronization via the Refresh button.

Duplicate data

Possible causes:

• Deduplication is not configured
• The primary key is not defined

Solutions:

1. Verify that the primary key column is correctly configured in the mapping.
2. Run a full synchronization (reset mode) to reinitialize the data.

Issues by connector

Google Sheets

Issue	Cause	Solution
"Spreadsheet not found"	Incorrect or deleted sheet ID	Check the Google Sheet URL in the configuration
"Insufficient permissions"	Access to the Sheet has been revoked	Restart the OAuth authorization
Empty columns	Columns without a header in the first row	Add headers to all columns

Airtable

Issue	Cause	Solution
"Invalid API key"	Expired personal token	Regenerate a token in the Airtable settings
"Base not found"	Incorrect base ID	Copy the ID from your Airtable base URL
Empty formula fields	Airtable formulas are not evaluated	Use the result field instead of the formula field

HubSpot

Issue	Cause	Solution
"Scope missing"	Insufficient OAuth scopes	Restart authorization with the required scopes
Incomplete contacts	HubSpot API limit (100 contacts/page)	Pagination is handled automatically, wait for the sync to complete

Webhooks

Issue	Cause	Solution
Webhook not received	Incorrect URL or inactive endpoint	Check the URL in the sending source
Invalid signature	Incorrect HMAC secret	Verify that the secret matches between the source and Ontologie
Payload rejected	Invalid JSON format	Verify that the payload is valid JSON with the correct Content-Type

Synchronization logs

To view detailed logs for a source:

1. Go to Live Data.
2. Click on the relevant source.
3. Open the Logs tab.

The logs display for each synchronization:

• Start and end timestamps
• Number of rows processed
• Any errors with details

See also

• Live Data — Connectors overview
• Monitoring — Source monitoring
• Diagnostics — Built-in diagnostic tool
• Common errors — HTTP codes

Need help?

Contact us: Support and contact.