INT · Integrations
Troubleshooting a broken connection
What to check when a sync stops working.
4 min read
AssetSort tells you which of three things has gone wrong, so you're not guessing. A sync error or silent staleness (nothing has synced for a couple of days) raises a sync-health alert and a Resync prompt — usually a transient Graph problem that clears itself. Consent revoked raises a separate, critical Reconnect prompt: the tenant's approval was withdrawn on the Microsoft side and an admin has to grant it again. A paused sync means the organisation's plan has dropped below Growth, so the nightly sync is skipping it until the plan is restored.
- 01
Check the status on Settings → Integrations
The Microsoft 365 card shows the connection's current state and when it last synced successfully. If the card offers Resync, try that first. If it offers Reconnect, the tenant's consent has to be granted again — Resync won't help.
- 02
Confirm you're using a Global Administrator account
Re-approving consent requires the same Global Administrator role as the original connection. If the client holds that account, copy the consent link and send it to them rather than trying to sign in as them.
- 03
Check the plan, and the alert thresholds
If the sync has simply stopped running rather than failing, check the organisation's plan — Microsoft 365 sync needs Growth or above, and a managed client inherits its MSP's plan. How long a quiet sync can go before it warns you (default 2 days) or escalates to critical (default 5 days) is tunable under Settings → Alerts → Organisation rules.
- 04
Still stuck?
Reach out from the Help Center's contact link (see "How to reach support") with your organisation name and roughly when the connection stopped working.