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.
Issue with the password of the user who authorised the integration
The password of the user who authorised the integration may have expired or changed, breaking the connection to FYI.
Solution
- Select Automation, then the Apps tab.
- Locate either the NowInfinity or BGL app, and click the cog icon to edit the settings.
- Click Disconnect.
- Click Connect.
- Enter the administrator username and password for the relevant NowInfinity or BGL account to re-enable the integration.
- The synchronisation will run overnight. Any documents that failed to import between the initial error and the reconnection will be processed retrospectively overnight.
- Check the following day to confirm the documents have been imported.
Check the requirements for documents to be imported from BGL CAS 360 or from NowInfinity. If the documents have not been imported, contact the Support Team.
More than one connection uses the same account name
The error may occur if more than one connection is using the same account name. To review the connections and account names, select Automation, then the Apps tab, and open the relevant app. For NowInfinity, review how the account and sub-accounts are configured before changing the connections.
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 between the initial error and the reconnection will be processed retrospectively overnight.
- Check the following day to confirm the documents have been imported.
Check the requirements for documents to be imported from BGL CAS 360 or from NowInfinity. If the documents have not been imported, contact the Support Team.
Incident affecting NowInfinity or BGL
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
- Select Automation, then the Apps tab.
- Locate either the NowInfinity or BGL app, and click the cog icon to edit the settings.
- Click Disconnect.
- Click Connect.
- Enter the administrator username and password for the relevant NowInfinity or BGL account 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 between the initial error and the reconnection will be processed retrospectively overnight.
- Check the following day to confirm the documents have been imported.
Check the requirements for documents to be imported from BGL CAS 360 or from NowInfinity. If the documents have not been imported, contact the Support Team.