Plan: Not Available: Intermediate Available: Pro or Elite
Users: Not Available: All users Available: FYI Admins or User Group permissions
Practice Management Source: Available: All sources
Issue
When importing from NowInfinity or BGL, Process History displays the error "Invalid authentication, please reconnect app".
Cause
This error can occur for one of the following reasons. Select the relevant cause to review the solution.
The password of the user who connected the integration may have expired or changed, breaking the connection to FYI.
Solution
- As an FYI Admin, go to Automation - Apps.
- Locate either the NowInfinity or BGL app, and click the cog icon to edit the settings.
- Click Disconnect.
- Click Connect.
- Enter the username and password for the administrator to re-enable the integration.
- The synchronisation will run overnight. Any documents that failed to import since the initial error and reconnection will be retrospectively processed overnight.
- Check the following day to confirm the documents have been imported.
Refer to Requirements for documents to be imported from BGL CAS 360 or from NowInfinity. If the documents have not been imported, contact the Support Team.
The error may occur if more than one connection is using the same account name.
Solution
- Disconnect all connections that use the same account name.
- Reconnect the account.
- Check that there is only a single instance of that account name displayed.
- The synchronisation will run overnight. Any documents that failed to import since the initial error and reconnection will be retrospectively processed overnight.
- Check the following day to confirm the documents have been imported.
Refer to Requirements for documents to be imported from BGL CAS 360 or from NowInfinity. If the documents have not been imported, contact the Support Team.
Check the relevant status page to confirm whether there is a current incident affecting authentication.
If there is an incident that causes authentication to fail, you may need to re-authenticate the connection by disconnecting and reconnecting the app.
Solution
- As an FYI Admin, go to Automation - Apps.
- Locate either the NowInfinity or BGL app, and click the cog icon to edit the settings.
- Click Disconnect.
- Click Connect.
- Enter the username and password for the administrator to re-enable the integration.
- The synchronisation will run overnight. Users cannot manually trigger a sync for NowInfinity or BGL. Any documents that failed to import since the initial error and reconnection will be retrospectively processed overnight.
- Check the following day to confirm the documents have been imported.
Refer to Requirements for documents to be imported from BGL CAS 360 or from NowInfinity. If the documents have not been imported, contact the Support Team.