Troubleshooting Integration Errors
DecisionVault allows you to seamlessly sync contact information with various legal tools like Case Management Systems and Drafting Platforms. If you get integration errors when syncing contacts, please follow these troubleshooting steps:
Refresh the Connection
- From the Settings menu click on Integrations.
- Find the tool for which you want to refresh the connection and click on Remove.
This will only remove the stored access token - it won't impact the actual data stored in either system.
- Once you've removed the integration, click on the Authenticate button and follow the authentication process to reconnect your legal tool with DecisionVault.
- After reconnecting the integration, run the sync process again from the matter and check if the error persists.
If you continue to experience "Sync Errors" after following the above steps, please reach out to our support team. Provide them with detailed information about the issue, including any error messages or codes encountered during the troubleshooting process and the matter name.
Frequently Asked Questions
Why do I get a duplicate email error when syncing?
Tools like MyCase require every contact to have a unique email address. The error appears when a contact you are syncing has an email that already belongs to another contact in the other system. On the sync screen, map the DecisionVault contact to that existing contact so it updates instead of creating a duplicate, or fix the email on one of the two contacts and run the sync again.
Will removing the integration delete my data?
No. Removing only deletes the stored access token that lets DecisionVault reach the other tool. The data in both systems stays untouched, and you can reconnect at any time by authenticating again.
Why can I not map a custom field?
The DecisionVault field and the custom field in the other tool must be the same type to be mapped, for example a date field to a date field. Also check that the custom field exists in the other tool and is not mapped already.
What should I send to support if the error persists?
The exact error message or code you see during the sync, and the matter name. With those two things the support team can trace what went wrong.