Troubleshooting FAQs

Accounting Tool Not Syncing

Action Not Showing on a Ticket

Authentication Methods for Microsoft Integrations

This article provides a guide on authentication methods for Microsoft integrations, including setting up App Registration, and using secret, certificate, and federated credential authentication. It covers the basic setup of App Registration, details on handling permissions, and outlines steps for each authentication method. It emphasizes understanding the types of permissions and configuring policies when integrating with Microsoft systems. The guide includes troubleshooting steps for unsuccessful authentication attempts.

Automatic Logout Issues

Backend Services Monitoring

This article provides a comprehensive guide on Backend Services Monitoring using Halo. It explains how to monitor backend services such as automations, integration syncs, emails, and webhooks. The guide includes instructions to navigate the monitoring area, set log levels, manage background services, and conduct maintenance. It details various logs like task scheduler, incoming/outgoing emails, and events to troubleshoot issues. Additionally, it covers integration errors and monitoring events to help identify and resolve issues efficiently.

Backend Services: Common Errors, Causes and Resolutions

Changing Date and Time Formats

Email Start Tag being Auto-Filled with your email address (Keeper Browser Extension)

Exchange Calendar Integration Errors

Finding Missing Entities

IronPDF Errors

Log Retention

Mail Processing FAQs

This guide answers frequently asked questions about how emails are processed in Halo. When a mailbox is connected, emails are converted into Tickets or replies, and moved to the "Deleted" folder. To prevent emails from creating Tickets, settings can be adjusted at the global or mailbox level. Emails are linked to Tickets primarily via subject line Ticket IDs. Forwarded emails are treated like standard replies, and duplicate Tickets may occur if there are mismatches. Configurations can stop automatic replies from reopening Tickets, and email exclusion settings can prevent looping issues with multiple support mailboxes.

Microsoft Teams Integration Errors

Pax8 Integration Errors

Refreshing an Azure Token

This article explains the process of refreshing an Azure token, which is essential for maintaining access between external sources and Microsoft services like Halo. Tokens need refreshing due to expiration from time limits, security changes, or inactivity. The article guides users on checking integration and mailbox errors that indicate token expiration, such as in logs or monitoring tabs. The refresh process involves disconnecting, reconnecting, generating a new application secret in the Azure portal, and signing back in to reestablish the connection, thus renewing the token validity.

Troubleshooting Issues with CNAME DNS Records

Xero Integration Errors