Troubleshooting¶

The Overview page is the first stop: it shows failing projects with the error in words, the open conflicts and the unmapped users, each with a link to where it is fixed.

The GitLab token is rejected or expired¶

Symptom	What it means	Fix
the connection card is red, Invalid	the token was refused by GitLab	Replace token with a valid one; the replacement is tested before it is stored
the card is amber, Expires in n days	the token has an expiry date within 14 days	replace it (or let it expire: the card turns red and the linked projects fail with a clear error)
The GitLab address could not be reached	the instance is not reachable over https (wrong address, or an instance on a private network, self-hosted instances must be reachable from the internet)	check the address in the card; a private-network GitLab is not supported

A GitLab version outside the supported range¶

GitLab Sync is supported and tested on GitLab 17.x, 18.x and 19.x (the tested releases are 17.11.7, 18.11.14 and 19.5.3; see Support). An older instance may still sync, but it is not covered by the compatibility suite. If something fails on an older version, upgrade GitLab to a supported release first; the fix is then in the version we can test.

A project is failing¶

The status chip on the project's row explains the last error in words; the project's page repeats it under the activity. The common ones:

Error	Cause	Fix
the token was rejected	the token expired, or it lost access to the project	replace the token on the connection, or re-add the project to the token's scope
Exact Online is not connected	the app's Exact connection in the portal was disconnected or needs re-authentication	reconnect it in the portal (the gate on the app's pages links there)
the administration is not enabled	the division the link points to was removed from the connection's enabled administrations	re-enable it on the connection page, or re-point the link
rate limited by Exact	the shared Exact budget was busy	nothing to fix: the run backs off and retries on the next turn

Hours do not appear in Exact¶

Who logged the time? Check People: an unmapped user's hours are skipped, not booked on someone else. Map the user (or Ignore a bot) and the next run books it.
Which day? A time log's day is counted in the link's time zone. A log near midnight can land on the other side of the day than expected, check the link's time zone if it looks a day off.
When was it logged? The first run takes everything from Sync time logged from; older logs are not imported. Change the date in the link's settings and press Sync now to import them (new lines are created as drafts).
Is the line approved? The sync only changes lines that are Draft or Rejected. An approved line is a conflict, not a silent overwrite.
Was the line deleted in Exact? A deleted line is never re-created.

The labels do not come back to GitLab¶

the back-sync switch is off on the link (Settings), or
the connection's token is read-only (read_api): labels need the api scope, replace the token, then turn the switch on, or
the token's user cannot write labels on the project (GitLab permission).

The sync feels slow¶

a first run imports the whole window in pages of 100 issues; it continues on later turns, the activity table shows it;
a webhook (the lightning icon) makes changes arrive within seconds instead of the next 15-minute turn;
Sync now waits while a run is active; the spinner on the row means it is queued for the next free turn.

Still stuck?¶

Include in your e-mail: the organization, the project and administration, the exact message under the project's Last run, and the date. See Support.