Troubleshooting integration sync failures

Check the integration status first

Open Integrations from the sidebar. Every connected integration has a status badge: Connected, Syncing, Error, or Disconnected. Click the integration to see the status detail panel.

• Connected. Last sync succeeded; next sync is scheduled.
• Syncing. Sync is in progress. Most complete in under 10 minutes; some larger ones take up to 30.
• Error. Last sync failed. The status panel shows the error and the last successful sync time.
• Disconnected. Credentials have been revoked or the connection was explicitly removed.

If the status is anything other than Connected, start there. If it is Connected but things still look wrong, keep reading.

Sync is stuck at Syncing

Most "stuck" syncs are not actually stuck. Sync time scales with data volume:

• Identity providers with 1,000+ users: up to 10 minutes
• Cloud accounts with many resources (AWS, GCP): up to 30 minutes for first sync, 5 minutes for incremental
• SIEM and log sources: up to 60 minutes for first sync of a large historical window
• Vulnerability scanners with large scope: up to 20 minutes

Give it time before reconnecting. If the status has been Syncing for more than 2x the expected window, then it is likely actually stuck. Click Retry Syncfrom the integration detail panel. If that does not work, disconnect and reconnect.

Sync failed with an auth error

Common causes, in order of likelihood:

1. 1
   OAuth token expired or revoked. Happens when a user whose account was used for the OAuth approval is deactivated, or when the organization force-logs everyone out. Reconnect with an active admin account, preferably a service account rather than a personal login.
2. 2
   Scope change on the source side. If your identity provider recently tightened OAuth consent (common when enabling stricter admin policies), our previously-granted scopes may no longer be sufficient. Reconnect to re-request scopes.
3. 3
   IP-based restrictions. Some customers add IP allowlists that exclude our sync infrastructure. Check our IP ranges and allowlist them in the source system.
4. 4
   Credentials rotated. API key rotated on the source side without updating in Radius360. Update the stored credential in Settings, Integrations.
5. 5
   Role or permission revoked. The role used by the integration (IAM role for AWS, app registration for Entra, etc.) had its permissions reduced. Review the role's policy against what we document in the integration's connection guide.

Sync succeeds but no evidence appears

The integration is Connected and the sync completed, but the Evidence Vault is empty for that source. Usually one of these:

• Scope is wrong. For multi-tenant or multi-account sources, the connection may be scoped to an empty tenant or account. Check the scope configuration in the integration's detail panel.
• Source data is genuinely missing. If you connected Microsoft 365 to a brand-new tenant with no users or configuration, there is nothing to collect. Populate the source system.
• Evidence is appearing but you are filtering it out. Check the Evidence Vault filter: if you have a time-range filter set to recent, older evidence may not show.

Evidence is stale or missing

Evidence collected on the first sync is correctly timestamped. Evidence from later syncs should update existing artifacts rather than creating new ones. If you see an artifact dated from days ago while the integration has synced since:

• Check the integration's sync history (Integration detail panel, History tab). If it sync-completed but the artifact's timestamp is old, the source data didn't change. This is expected: Radius360 does not re-create identical artifacts on every sync.
• If the source data did change and the evidence still looks old, force a re-sync with the Force Full Sync button. This bypasses incremental change detection.

Duplicate risks from one integration

Radius360 deduplicates risks by source reference. If you see what looks like duplicates, it's usually not:

• Similar-looking risks with different source references (e.g., the same vulnerability appearing on two different assets) are distinct risks, not duplicates.
• Genuine duplicates (same source reference, two risk records) are a bug. Report with the source references so we can investigate.

When to reconnect vs disconnect

• Reconnect when the connection has broken but you want to keep the integration. Credentials stay, evidence history is preserved, sync resumes.
• Disconnect when you are retiring the integration permanently, or switching to a different source. See disconnecting an integration safely for what happens to collected evidence.

Getting help

If the steps above don't resolve the issue:

• Ask the GRC Assistant "why is my [integration name] sync failing?" for context-specific diagnostics.
• Email support@radius360.co with the integration name, the error message (copy from the integration detail panel), and the approximate time the last successful sync completed.