Overview
This article covers the most common issues encountered when refreshing data from your integration and how to resolve them:
- Needing more months of data than the default setting provides
- Receiving a "Could not find the file you are trying to refresh" error
- Data not appearing to have updated after a refresh
A hard refresh process is also detailed for cases where standard troubleshooting steps do not resolve the issue.
I Need More Months of Data
If you need to import more than the default 24 months of data, increase the number of data months requested and click Refresh Data.
Error: "Could not find the File you are Trying to Refresh"
This error is most commonly seen where users access their data integration without a password, for example via systems such as Practice Protect. Perform a hard refresh to resolve this (see below).
I Clicked Refresh Data but the Values do not Appear to have Updated
Try the following in order:
- Increase the number of data months requested and click Refresh Data.
- If this does not resolve the issue, perform a hard refresh (see below).
Hard Refresh
A hard refresh re-establishes the connection to your integrated file and pulls a fresh set of data.
CRITICAL: During this process DO NOT PRESS the Clear icon. This will remove your integration source connection and any mapping previously saved.
- Go to Forecast > External Sources.
- Instead of clicking Refresh Data, click your data integration icon under Add a New Data Source.
- If prompted, follow the steps to enter your integration source's login details.
- When the Organisation selection popup appears, click Select Another Organisation, confirm the correct organisation is selected and click Continue with 1 Organisation (if unchanged) or Allow Access (if you selected a different organisation).
- When the organisations selection popup appears, select the correct company and set the Data Start Month and Load Months for your data request.
- Click Import.
To confirm the data has updated correctly, review the Values column and the data graphs in the rightmost column. Use the arrows to navigate to a specific month.
Once confirmed, in the External Sources workspace proceed to Step 3: Import Account Values
For guidance on importing actuals, refer to: Importing and Reviewing your Actuals Data
If you are still experiencing issues after these steps, contact our team at: support@castawayforecasting.com