Monitor connection health
How do I monitor and filter connection health in Settings?
When a Google or Facebook connection stops working, Synup raises a Reconnect notification for it, and Settings → Connections shows the state of every account. Use the notification to hear about a break, and the Connected Accounts page to check health on purpose: its four cards give the totals and Filters narrows the list by status, platform or client. A broken connection does not remove the listing. It stops accepting your changes, so the directory keeps showing whatever it held when the connection failed.
Key facts
| Where it lives | Settings → Connections, with tabs Connected Accounts, Location Connections, Suggestions and Ad Accounts |
| Cards | Total connections, Healthy, Expiring soon, Reconnect |
| Status filter | Connected, Syncing, Expiring soon, Sign-in expired, Access lost, Permission needed, Page not shared (and Needs attention where it applies) |
| Other filters | Platform and Client, plus the All, Brand and Location buttons and a search box |
| Notification | Connections need reconnecting in Settings → Notifications, in-app and email on by default |
| Not announced | A connection that is only Expiring soon. Check the page for those |
Why this matters
Nothing looks wrong on the listing when a connection breaks. The first sign is usually a customer asking why the new hours are not showing. The notification brings the break to you quickly, and the page lets you find the ones the notification does not cover, such as an account that is about to expire, and see how many locations each problem touches.
Steps
Open Settings → Connections. Connected Accounts opens first.
Read the cards. Total connections is the number of active accounts and how many profiles they serve. Healthy is working connections. Expiring soon is accounts whose access runs out within ten days. Reconnect is accounts that have stopped working and need signing in again.
Open Filters, choose Status, tick the problem states you want and select Apply. Start with Sign-in expired, Access lost, Permission needed and Page not shared, then Expiring soon.
Read the Locations column on each problem row. It shows how many locations the account serves. One failing account serving eighteen locations is a bigger problem than three failing accounts serving one each, so deal with the larger one first.
Select Reconnect on the row and sign in to the publisher with the login that manages the listing. Synup checks the connection again afterwards.
Open Location Connections when you want the same health seen location by location. An account can look fine while one location's link needs attention, and a single unpaired location should not look like an account-wide outage.
What each status means
| Status | What it means | What to do |
|---|---|---|
| Connected | Working | Nothing |
| Syncing | Synup is loading the account's profiles | Wait, then refresh |
| Expiring soon (row chip Expiring) | Access to the account ends within ten days | Select Reconnect before it ends |
| Sign-in expired | The sign-in was revoked or has expired | Sign in again |
| Access lost | The connected login no longer has access to this listing | Reconnect with a login that manages the listing |
| Permission needed | The connection lacks a permission the account needs | Reconnect and approve the permission |
| Page not shared | A Facebook Page is not shared with the connected login | Share the Page with that login in Facebook, then refresh |
| Needs attention | Synup could not check the account | Reconnect. If it repeats, contact support |
A connection in any of the states other than Connected, Syncing and Expiring soon cannot publish. An Expiring soon connection still publishes until its access ends.
The Reconnect notification
When a connection stops working, Synup raises one notification for it, titled Reconnect with the publisher's name. It says the connection to the account stopped working and asks you to reconnect it to resume syncing and publishing. It stays open until the connection recovers, and it takes you to the connected accounts for that client. A connection that is only Expiring soon is not announced this way.
To choose how you are told, open Settings → Notifications and find Listings & connections. Connections need reconnecting is on for in-app and email by default. Listing issues need attention covers directory problems and Profiles are ready to pair covers new suggestions; see matching listings to locations. Slack is available once your agency connects it, and posts there go to the agency's shared channel.
Client users receive the notification only for accounts they connected themselves.
Location Connections
Location Connections has its own cards: Total locations, Connected, Not connected, Expired and Listing inaccessible. Expired covers a connection whose access is ending or whose sign-in is no longer valid. Listing inaccessible covers a listing Synup cannot reach with the connected login, for example when access was lost or a Page is not shared. Verify the listing and the account's access in the publisher before trying to restore it.
What you'll see when it's done
- The account's status back to Connected and the Reconnect card count going down
- The Reconnect notification resolving on its own once the connection recovers
- On the location's Published tab, the Google or Facebook row returning to Synced after Synup next collects the profile
Watch out for
- Reconnecting is yours to do. It needs a person to sign in to Google or Facebook, so Sydekick cannot do it.
- Use the right login. For Access lost, reconnect with a login that manages that listing, not just any login.
- The status can lag. After you reconnect, the row can read In progress on the location's Published tab until Synup has collected the profile. See Connection score.
Questions people ask
What is the difference between Expiring soon and Reconnect?
Expiring soon is an advance warning: access still works but ends within ten days. Reconnect means the connection has already stopped working. Both need attention, and Reconnect is the more urgent queue.
Will I get an email when a connection breaks?
Yes, if Connections need reconnecting is on for email in Settings → Notifications, which is the default. You are not emailed for a connection that is only expiring soon.
Does a broken connection delete my listing?
No. The listing stays live with the details it had. It stops accepting new changes until you reconnect.
Next
To investigate a directory that this screen has surfaced, open the location's directory table. To pair a profile to a location, see matching listings to locations.