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 Consent revoked raises a separate, critical Reconnect prompt: the tenant's approval was withdrawn on the Microsoft side and an admin has to grant it again.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 it says Last sync didn't finish or Sync has fallen behind, select Sync now (the alert itself offers Resync now). If it says Reconnect required, the tenant's consent has to be granted again — select Reconnect; syncing again won't help. A paused plan isn't named on the card, only in an alert (after two quiet days the card shows Sync has fallen behind), and Sync now still works while the nightly sync is paused. The card can also warn that an app secret is expiring or has expired: that's the soonest-expiring app credential in your tenant, renewed in Microsoft Entra.
- 02
Confirm you're using an active admin account
Re-approving works like the first connection: an active Global Administrator or Privileged Role Administrator of the tenant signs in with Microsoft, then approves. A role that is only eligible in Privileged Identity Management has to be activated first. If the client holds that account, copy the consent link and send it to them rather than trying to sign in as them. A Reconnect only accepts consent from the tenant that is already connected: approve it while signed in to a different tenant and AssetSort refuses it, changes nothing and names both tenants — to move an organisation to another tenant, Disconnect first (keeping or removing the synced records), then Connect. If Microsoft stops the sign-in on its own page, check the tenant's Conditional Access policies, and whether "Assignment required" is switched on for the AssetSort Connector enterprise app in Microsoft Entra.
- 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; a managed client follows its MSP's values.
- 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.