The process outlines the steps required to re-enable a data sync for HowNow X. You will notice the issue occurring as users will be reporting that their newly added contacts in XPM aren't showing up in HowNow. In order to complete this process you will need access to MicroServices and Licensing and Config.
NOTE: Do not open data sync if a command prompt is running on Microservices. It is overall best practice to avoid microservices around the start of every hour, as this is when the syncs for all firms occurs.
Open your remote desktop manager or application
Access the microservices VM
Once on the VM there should be a folder on the desktop called Data Syncs, open this folder
Find the company in question
Open the folder and navigate to logging
Open the latest logging file, there should be an error present saying invalid_grant. This means that Data Sync has tried to update the refresh token and has failed at some point.
Find the file where the last contact sync occurred. Within this log there should be a point where the refresh token was meant to be updated but failed. Get the refresh token that was meant to be updated from this and paste into a notepad for later use.
Now access L&C, you will need a super account to access this.
Once in there locate the firm in question
You will now need to connect to their database
Open up your database management tool (for this example will be using Azure Data Studio)
SQL Server Hostname = Server
Database Username = User name
Password = Eye next to DB username
Database Name = Database
Name = Firm name
See Screenshot for details
Once you have connected to the firms' database then use the following SQL statement to find the Syncro setting
select * from SYNCHRONIZATIONSETTINGSOnce the query is returned then get the service ID number and Setting Id number and in the query below replace x and y
update SYNCHRONIZATIONSETTINGS
set SETTINGVALUE='new token'
WHERE SERVICEID=x AND SETTINGID=yRun a full sync again when this has all been updated just to make sure it is working again