Plan: Available: All plans
Users: Not Available: All users, User Group Permissions Available: FYI Admins
Practice Management Source: Not Available: FYI, MYOB Practice Management (formerly GreatSoft), Xero Practice Manager Available: APS, IRIS, MYOB AE & AO, CCH Central
Issue
For practices using the Practice Sync Desktop App, when synchronising new or updated contacts with FYI one of the following errors display in Practice Activity:
- Error creating or updating client contact due to a technical issue. The system will retry in the next sync.
- Error while data reading client details for contacts
The contact cannot be synced to the client in FYI.
Cause
Practice Sync temporarily lost connection with FYI, due to a Bad Gateway error or possible network issue. In some cases the error will occur due to the contact email or phone number being incomplete.
Note: Click the Contact Name or Client Name shown in the error message to identify the affected client and contact details, and check their email or phone details.
Solution
If the email or phone details are incorrect, users should update these details in their practice management system. Users should wait for the next successful synchronisation, at which point the contact should sync correctly.
If the error persists after the next successful synchronisation, please reach out to our Support Team for assistance.