Fixing Authentication Issues

Created by Kyle Thacker, Modified on Mon, 10 Jan 2022 at 10:45 AM by Marco Fiumara

What is this guide?

  • Sync may require you to reconnect one or more of your Xero entities to fix issues.

  • This article walks you through the re-authentication process while giving a brief explanation as to why this may occur.

Authentication Unsuccessful 

The main reason you will see this issue is if you or someone in your firm has disconnected Sync from one or more of your Xero blue entities. Disconnecting an entity from within Xero will NOT notify Sync to stop processing invoices/contacts for that entity. If you wish to remove an entity from Sync please follow this guide.

To see if your entity is connected to Sync:

Go to the Connected Apps section in Xero settings

See if Cimplico Sync appears in your app list

What to do if someone has clicked disconnect or you see an Authentication Unsuccessful message?

If someone has accidentally disconnected an entity or you see Authentication Unsuccessful events in the event table, follow the steps below to resolve the issue.

Step 1.

If you are on the Events page on you will see a red banner at the top of the page instructing you to navigate to the Entity Setup page.

Step 2. 

On the Entity Setup page, a message at the top will instruct you to remove any entities marked with the red exclamation mark. Please locate all of the entities that show this symbol.

Step 3.

Remove all entities that show this symbol. If the Group entity needs to be removed, all Satellite entities must be removed first, even if they are not errored. When an entity is removed, it will be disconnected from Xero and also instruct Sync not to process anything to that entity. When all errored entities have been removed, the error message will disappear.

Step 4.

You will now need to reconnect all any entities you disconnected. It doesn't matter which order you reconnect, but please ensure the correct tracking option is assigned to the correct entity. To reconnect Satellite entities, click" "Add Entity" above the Satellite Entities table. You will first need to connect to Xero and then assign the tracking. Repeat for all Satellites that need to be added.

Step 5. 

After you have added all of your entities, you will be able to go back to the Events table and re-sync any failed events.

Having trouble? Contact Support

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