PSA Sync Issues

Autotask, ConnectWise, and HaloPSA synchronization errors and resolution steps.

Written By Victor Raessen

Last updated About 22 hours ago

PSA Sync Issues

Troubleshooting data synchronization problems between Salesbuildr and your PSA (Autotask, ConnectWise Manage, HaloPSA).

Checking sync status

The primary place to monitor and resolve sync issues is Admin > Tools > Issues. Each failed sync creates an issue with:

  • The entity that failed (quote, company, contact, opportunity)

  • An error message explaining what went wrong

  • Options to Retry, Dismiss, or investigate further

Successful syncs automatically clear their corresponding issues.

Autotask: BillingCode errors

The most common Autotask error. Appears when a product category in Salesbuildr is not mapped to a valid Autotask billing code.

  • Symptom: "BillingCode does not exist or is invalid"

  • Cause: The category's billing code mapping is missing or points to a deleted/inactive billing code in Autotask

  • Fix: Go to Admin > Integrations > Autotask > Category Billing Codes and verify each category has a valid billing code assigned

Autotask: Entity not found

Error

Cause

Fix

"Opportunity was not found in Autotask"

The linked opportunity was deleted or deactivated in Autotask

Verify the opportunity exists and is active in Autotask, then retry

"Company has no external identifier"

The company hasn't been synced to Autotask yet

Sync the company first (it should happen automatically on next action)

"Contact has no external identifier"

The contact hasn't been synced to Autotask yet

Sync the contact first, or check that the contact is linked to the right company

"companyID is not associated with contactID"

The contact and company are linked in Salesbuildr but not in Autotask

Verify the association in Autotask, then retry

Autotask: Authentication errors

  • "Autotask authentication error: please verify your credentials" — The Autotask API credentials have expired or been changed. Re-enter them at Admin > Integrations > Autotask.

  • Connection reset errors — Temporary network issues. Salesbuildr automatically retries up to 2 times. If persistent, check Autotask service status.

Autotask: Opportunity status/stage not syncing from Autotask to Salesbuildr

Salesbuildr does not sync changes made to existing opportunities in Autotask. This is a deliberate limitation, and understanding why requires a brief look at how the Autotask API works.

Autotask does not currently support webhooks for opportunities. Webhooks are the standard mechanism for receiving real-time notifications when data changes — without them, the only alternative is polling. Polling means repeatedly calling the API at set intervals to fetch all opportunities and compare them against what was previously retrieved to identify any changes.

While polling works in theory, it is not practical at scale. Many Salesbuildr customers manage thousands of opportunities in Autotask. Polling all of them at a reasonable frequency would consume a large share of the 10,000 API calls per hour that Autotask permits. This would leave insufficient capacity for the rest of the integration — including product, contact, and agreement syncing — and would risk degrading the reliability of the integration as a whole.

Until Autotask introduces webhook support for opportunities, syncing opportunity changes in real time is not possible without compromising the broader stability of the integration.

ConnectWise: Rate limit errors

  • "ConnectWise API rate limit exceeded" — Salesbuildr hit the ConnectWise API rate limit. The system retries automatically with exponential backoff (5s, 10s, 20s, up to 60s). If the error persists after 4 retries, wait a few minutes and retry manually.

General sync failures

  • "Already synchronizing" — The entity is currently being synced. Wait a few minutes and check the status again.

  • Some line items not synchronized — The quote synced but individual items failed. This is a warning, not a critical error. Check which items failed and verify their product mappings.

  • "Payment term/type is deleted" — A referenced payment term or type was deleted in the PSA. Select a different payment term in the quote settings.

For PSA-specific configuration, see Autotask Configuration, ConnectWise Configuration, or HaloPSA Configuration.

ConnectWise Sync Error: "catalogItem object is invalid" — Inactive Category Mapping

When syncing a quote to ConnectWise, you may encounter an error message that reads:

catalogItem object is invalid. [ID] is an inactive

This error is not caused by a problem with the product itself. It means that a Salesbuildr product category is mapped to a category that has been disabled or made inactive inside ConnectWise. This guide explains why it happens and how to resolve it.

Why this happens

When a ConnectWise product category is deactivated, ConnectWise stops returning it via its API. Salesbuildr can no longer "see" the category — but the mapping you previously created is still saved in the background. The result is a silent broken mapping: nothing appears wrong in Salesbuildr, but the sync fails when it tries to reference a category that no longer exists in ConnectWise.

How to resolve it

Step 1: Identify the affected product category

Open the product that failed to sync in Salesbuildr and note which product category it belongs to. This is the category that likely has the broken mapping.

Step 2: Navigate to the ConnectWise category mapping page

Go to Admin → Integrations → ConnectWise → Categories. Review your existing category mappings.

Step 3: Contact support to remove the broken mapping

Because Salesbuildr cannot display inactive ConnectWise categories, the broken mapping will not be visible on this page — it simply won't appear. You will need to contact Salesbuildr support to have the broken mapping manually deleted.

Note: A product improvement is in progress to surface broken mappings directly in the category mapping UI. Once released, you will be able to identify and remove them without contacting support.

Step 4: Remap the category to an active ConnectWise category

Once the broken mapping has been cleared by support, return to Admin → Integrations → ConnectWise → Categories and create a new mapping, selecting an active ConnectWise category as the target.

Step 5: Retry the sync

Attempt to sync your quote again. The error should no longer appear.

Preventing this in the future

Tip: Any time you disable or archive a product category inside ConnectWise, audit your category mappings in Salesbuildr straight away. Go to Admin → Integrations → ConnectWise → Categories and update any mappings that referenced the deactivated category before your next sync attempt.

Still seeing the error?

If the error persists after remapping, the affected product may belong to a subcategory or a second category with a broken mapping. Check all category assignments on the product and repeat the steps above, or reach out to Salesbuildr support for assistance.

See also