Troubleshooting Platform Integrations

Introduction

Integrating the platform with your existing performance management system can enhance your HR processes. However, issues may occasionally arise during the integration process. This troubleshooting guide provides steps you can take to identify and resolve common integration issues.

Common Integration Issues and Solutions

1. Integration Setup Issues ⚙️

Problem: The integration is not set up correctly.
Solution:

• Check Account Configuration:
  • Log in to your account and navigate to the integration settings.
  • Ensure that all required fields are filled out correctly, including API keys and authentication details.
• Verify Compatibility:
  • Confirm that your performance management system is compatible with the platform.

2. Data Sync Problems 🔄

Problem: Data is not syncing between the performance management system.
Solution:

• Run a Manual Sync:
  • In the integration settings, look for an option to manually trigger a data sync. This can help identify if the issue is with the automatic sync.
• Check Sync Frequency:
  • Ensure that the sync frequency is set according to your needs (e.g., real-time or scheduled intervals).

3. Authentication Errors 🔑

Problem: You receive an authentication error when trying to connect the systems.
Solution:

• Re-enter API Credentials:
  • Double-check and re-enter your API keys and authentication credentials in the integration settings.
• Check User Permissions:
  • Ensure that your user account has the necessary permissions to access the integration features.

4. Error Messages During Integration Setup ❗

Problem: You encounter error messages while setting up the integration.
Solution:

• Review Error Details:
  • Take note of the specific error message you receive. This can provide clues about the issue.
• Consult Documentation:
  • Refer to the integration documentation for your performance management system to understand common errors and their solutions.

5. Incomplete Data Transfer 📊

Problem: Some data is not transferring correctly between systems.
Solution:

• Check Data Mapping:
  • Review the data mapping settings to ensure that all relevant fields are correctly mapped between Atlas and your performance management system.
• Test with Sample Data:
  • Run tests using sample data to verify that the transfer works as expected.

6. Technical Support and Escalation 📞

Problem: The issue persists after troubleshooting.
Solution:

• Contact Support:
  • If you cannot resolve the issue on your own, reach out to the support team. Provide them with:
    • A detailed description of the issue.
    • Steps you have already taken to troubleshoot.
    • Any error messages you have encountered.
• Create a Support Ticket:
  • Use the contact form in the help center to create a support ticket for further assistance.