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Use this guide when a connection in the sidebar shows a red triangle, an orange dot, or a gray dot, or when its data stopped updating. Point at the connection: the card that opens names the problem and offers the one action that fixes it. Connection statuses and actions lists every status and message.

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Find out what is wrong

  • Look at the mark at the end of the connection’s row. A red triangle means you must act. A steady orange dot usually needs nothing from you: the sync resumes by itself, only cfo.ai can fix it, or someone else must act. The one exception is a Partly synced connection whose source refused access to a table, which offers Reconnect; see Partly synced. A gray dot means setup was not finished, someone stopped the latest sync, or the source was added but never connected. See Sidebar marks.
  • Point at the connection’s row in the sidebar to read its status and the line under it.
  • Select the row to open the connection’s page, which shows every action it offers.
  • Ask Ari: “What’s wrong with my Xero connection?” Ari reads the same status, including the provider’s own report when it gave one.

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Setup not finished: finish or cancel it

The connection reads Setup not finished when someone started connecting and did not finish, for example because the sign-in window was closed. Select Finish setup to continue the same connection, or Cancel setup to remove it. Canceling asks nothing, because the connection holds no data, and it frees the plan slot the connection was holding. When a QuickBooks Online, Xero, or HR and payroll sign-in window closes early, the chat card reads [Source] was not connected and may add a line about third-party cookies. Allow them in your browser’s settings, or open cfo.ai in a regular Chrome window, then select Try again on that card; it continues the same connection. Connecting the same source again, from its card, from a link, or by asking Ari, also continues the unfinished connection instead of adding a second one. Stripe (Direct) cannot resume a setup. Its card reads Setup wasn’t finished. Cancel it and connect Stripe (Direct) again. Select Cancel setup, then connect again.

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cfo.ai lost access: reconnect

The connection reads cfo.ai lost access with Reconnect to start syncing again. when the source revoked access, for example after a password change or an expired authorization.
1

Reconnect

Select Reconnect on the card or the connection’s page.
2

Sign in to the same company

Sign in to the company or organisation the connection already holds. A sign-in to a different company is refused, and so is one to a company another connection in the workspace already holds.
3

Choose Relink integration, if the provider asks

If the provider’s screen says you are already connected and offers Finish, choose Relink integration instead. Finish keeps the old authorization, and the card then reads [Source] was not reconnected. Select Try again.
For Xero, if the consent screen lists your organisation as already connected, disconnect cfo.ai’s app under Connected apps in Xero, then try again. The card names the app as Xero lists it. Asking Ari to connect a source never reconnects an existing connection. Ask Ari to reconnect the connection by name, or use Reconnect.

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A sync failed: retry it

The connection reads Sync failed. Read the line under it:
  • [Source]’s sync hit an error. cfo.ai will try again on the next scheduled sync. The provider’s own run failed, often for a moment. Do nothing, or select Retry to run it now. When the line includes the provider’s report, such as a user that cannot access a table, fix that at the source first.
  • Any other reason, or The last sync couldn’t finish. Select Retry. If it fails again, select Investigate with Ari, which opens a chat where Ari looks for the cause.
Retry runs the import again with the same sign-in and does not use another plan slot. When setup itself failed, the connection reads Connection failed with Retry to set it up again. Select Retry.

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NetSuite is missing access

The connection reads Missing access in NetSuite SuiteAnalytics when NetSuite hides tables the financial statements need. The connection’s page lists the missing tables.
1

Get a token for the right role

Have your NetSuite admin create an access token for the Data Warehouse Integrator role. Entering a different role ID with the old token does not work, because a NetSuite token belongs to one role.
2

Reconnect with the new token

Select Reconnect and enter the new token. The next sync checks the tables again and clears the warning.
If a missing table belongs to a NetSuite feature you do not use, Multiple Currencies, Multiple Calendars, or Multi-Book Accounting, no role change can share it. Uncheck that feature’s tables in the table picker when you first connect. For a connection that linked before the picker existed, email success@cfo.ai.

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The first sync is taking hours

HR and payroll systems, and sources that sync through Fivetran, run their own first sync of your account before cfo.ai can load anything. While cfo.ai waits, the connection reads Syncing, and the line says how long it has waited, what the provider last reported, and when the wait ends. A source such as Pipedrive can run out of API calls partway through its first sync; Fivetran then reschedules the sync, the line names when its next attempt is due, and cfo.ai keeps waiting and starts the sync again once that time has passed. Xero can also wait for its request allowance to reset. You do not need to do anything. If the provider still has not finished 20 hours after cfo.ai began waiting, the connection reads First sync not ready. The next nightly sync starts a new wait, or select Retry to start one now. A payments system with a long history, such as Stripe, can spend a day or more in its first sync. Ask Ari whether the load is still running before you treat it as a failure.

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A later sync is still running

A later nightly sync can wait too. When a source that syncs through Fivetran is still running its own sync 45 minutes after cfo.ai asked for one, cfo.ai waits for that sync instead of starting another, checking about every 10 minutes for up to 20 hours, and loads it once it finishes. The connection reads Syncing, the data from the last loaded sync stays usable, and you do not need to do anything. If the source still reports the sync running after 20 hours, the sync fails with the reason on the card, and the next nightly sync tries again.

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Partly synced

The connection reads Partly synced when the last sync finished without some tables. The data that arrived is usable. Until cfo.ai has read why each table failed, for a moment after you open the connection or for as long as cfo.ai cannot read the sync’s outcome, the line says only that the last sync could not refresh those tables, and Reconnect is offered as for any connection that needs attention. Once the cause is known, the line says whose side it is on:
  • If it says the source refused this connection access to a table, the account you signed in with cannot read that table. Select Reconnect and sign in with an account that can, and the next sync refreshes it. Everything else is already up to date.
  • If it says A problem on cfo.ai’s or [source]’s side kept the last sync from refreshing a table, reconnecting does not help, and no Reconnect is offered. cfo.ai retries the table on the next sync. You do not need to do anything.
  • If it names both, Reconnect repairs only the refused tables.
Connection statuses and actions lists each line.

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Paused until next sync

A connection reads Paused until next sync when the source’s daily request limit ran out. Progress is saved, and the next scheduled sync picks it up. You do not need to do anything; signing in again would not change the limit.

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Sync stopped

A connection reads Sync stopped, with Contact cfo.ai support if it isn’t fixed soon., when cfo.ai’s data warehouse refused the data. Only cfo.ai can fix it. If it lasts, email success@cfo.ai.

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No queries yet

The connection reads No queries yet when its data synced but no saved query brings it into your Model. Select Set up queries with Ari. A new chat opens with a request for Ari to review what synced, propose the queries worth saving, and set them up; read it, then send it. If you cannot edit the connection, the line reads Data synced. Someone with access can set up queries with Ari.

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No data found

The connection reads No data found when the sync finished but found no rows. Select Investigate with Ari, and Ari checks what synced and whether a query filters everything out. For QuickBooks Online, a company with no posted transactions since January 1 of last year loads empty reports. Ask Ari for a full-history import from an earlier year; see Refresh data.

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An uploaded file did not load

The file’s row reads The file couldn’t load, followed by what was wrong. Fix the file, open its page, and select Update file. See Upload a CSV as a data source.

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When cfo.ai repairs a source for you

When the nightly sync of a source that was not connected from a chat fails right after a successful one, Ari starts a background repair, acting with your permissions. It checks the connection and fixes what it can, such as a saved query that a change in the source’s layout broke. If the repair worked, you hear nothing. If it needs your decision, could not finish, or changed something you should know, a chat titled [Connection name] stopped updating appears in your chat list. Answer Ari there.

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If no action appears

No action appears while a sync is running, when only cfo.ai support can fix the failure, when cfo.ai has turned the source off, or when you cannot manage connections. A broken connection keeps its plan slot until you remove it. To start over, open the connection’s page and select Remove connection; the data it already loaded stays in your Model.