How to Troubleshoot and Resync a Failed RE NXT Transaction

When a transaction fails or only partially syncs to RE NXT, you can now see exactly what went wrong and resync it yourself without contacting Trellis.

How to Resync a Failed or Partial Transaction

1. From your dashboard, navigate to Results > All Transactions to open the all transactions table.
2. Find the transaction with a Failed or Partial sync status and click on the RE NXT status to open the error sidebar.
3. The sidebar will show the status for each of the three steps in the sync process, when applicable:
   1. Constituent Match
   2. Gift Sync
   3. Event Participant Sync
4. Review the sync breakdown in the sidebar. Each step will show one of the following statuses:
   • Failed — this step did not sync successfully
   • Synced — this step completed successfully
   • Blocked — this step was skipped due to a failure in an earlier step
5. Read the error message and follow the instructions provided to resolve the issue in your RE NXT database.
6. Once you've resolved the issue, click Sync to RE NXT in the sidebar to retry.
7. The sidebar will update to show an In Progress or Pending state while the sync runs. You'll receive an email when the sync is complete.

Frequently Asked Questions

What does this sync error mean?

If you are not sure what the error means, or the error is generic and does not explain the issue, the sidebar includes a link to submit a support request to Trellis. Click it to send the details directly to our team.

Will I get notified when the sync is done?

Yes, you'll receive an email once the transaction finishes syncing, whether it succeeds or encounters a new error.

Can I select multiple transactions to sync at once?

We don't have this available yet, however it is something we're exploring for future implementations.

Why does the sidebar say no data is available?

This transaction synced before we had this feature available. If you try syncing the transaction again, and it has another error, this error should now appear in the sidebar.

What do the different sync statuses in the table mean?

1. Full - the transaction fully synced according to your integration settings at the time of sync.
2. Partial - the transaction completed the constituent match step but failed on the gift sync or event participant sync.
3. Failed - the transaction failed on the constituent match step and nothing was synced.
4. Pending - the transaction is in the queue to be synced. Depending on the number of transactions in the queue, this could take anywhere from a minute to 24 hours.
5. In Progress - the transaction is currently attempting to sync.