Manage connections: status, resync, reconnect and disconnect

The Data sources screen is the control panel for connections. Each row shows the source, the client (in an agency), the currency, the status and the last sync. The row ⋯ menu holds the actions: Resync, Reconnect and Disconnect.

Before you start

• Who manages: the owner of an own account and the agency team. An invited client sees the list, but connections show as Via agency, with no actions.
• Actions apply to the whole connection. On a BM with five accounts, Disconnect removes all five. The menu shows the connection's name at the top to make that clear.

How to read the screen

Illustrative screen

Korra/Connections

Ask RelatorAIPT

Data sourcesThe sources that feed Atlas's reports.

Connect new source

ChannelAll channels

StatusAll statuses

Find sourceSearch

1

Connected sources

• 

  Atlas — Black FridayMeta Ads

  Fresh15 min ago

  2
• 

  Atlas — SearchGoogle Ads

  Stale9 hours ago

  3
• 

  atlas.com — GA4Google Analytics 4

  Failed2 days agoReconnect

  4

1. 1Filters by Channel, Status and Currency, plus the Find source search. Agencies also get the Clients filter.
2. 2Fresh: the last sync is within what's expected for the plan.
3. 3Stale: it went past the expected time without syncing. Resync becomes available.
4. 4Failed: the source stopped. The Reconnect button appears next to the status.

Possible statuses

• Fresh

  What it means

  Synced within the plan's window.

  What to do

  Nothing.

• Syncing

  What it means

  A round is running, as in the first load.

  What to do

  Wait a few minutes.

• Stale

  What it means

  Went without syncing for more than twice the plan interval (never less than 3 hours).

  What to do

  Use Resync. If it keeps happening, contact support.

• Failed

  What it means

  The platform refused access or the sync errored.

  What to do

  Use Reconnect or follow the message on the row.

• Never synced

  What it means

  The connection was created but the first load didn't finish.

  What to do

  Use Resync to force the first load.

• Paused

  What it means

  The account is outside sync.

  What to do

  In an agency, assign the account to a client.

• Not syncing

  What it means

  Account discovered in the BM or MCC, with no client.

  What to do

  Assign it to a client.

• Waiting in the queue longer than expected

  What it means

  The round has been queued longer than normal.

  What to do

  Relator tries to recover on its own. If it persists, contact support.

Resync

1. 1
   Step 1

   Open the row menu

   Click ⋯ on the source row. The Resync item shows below it why it is or isn't available, for example Late by 9 hours or Synced 15 minutes ago.

   Illustrative screen

   Korra/Connections

   Ask RelatorAIPT

   Data sources

   Connection Atlas — Search

   • ResyncLate by 9 hours

     1
   • Reconnect

     2
   • DisconnectThe accounts in this connection stop feeding your reports.

     3

   1. 1Resync requests a round now. The reason shows below the item.
   2. 2Reconnect redoes the platform login.
   3. 3Disconnect stops sync for the whole connection.

2. 2
   Step 2

   Confirm

   In the Resync [name]? window, click Resync. Syncing restarts and it may take a few minutes for data to return.

• A source that's up to date doesn't resync: repeating a round that just happened only spends the platform's quota.
• A source that is Stale, has Never synced or has no defined window enables the button.
• Each connection accepts one request every 10 minutes. Before that you see "A re-sync was already requested. Wait before trying again."

Reconnect

Reconnecting redoes the platform login to renew access. Use it when the status is Failed because access was refused, after changing the account password, when the person who connected left the company or when the platform asked for new authorization. The button appears next to a failed status and in the ⋯ menu.

• Log in with a user that still has access to the same accounts.
• Reconnecting doesn't take a new source of your plan and doesn't erase history.
• When the failure isn't about access, the same button restarts sync instead of asking you to log in.

Disconnect

1. 1
   Step 1

   Choose Disconnect in the menu

   In the ⋯ menu, click Disconnect. The Disconnect integration? window explains how many accounts stop feeding your reports.

2. 2
   Step 2

   Confirm

   Click Disconnect. Sync stops immediately and the source leaves the list. The plan slot is freed.

Common problems

• Resync is disabled. The source is up to date, you are an invited client, or the connection belongs to the agency and you're not on its team. The reason shows below the item.
• "[name] disconnected, but connector cleanup failed." The connection left the list, but something was left pending on our side. Tell support.
• The source keeps going Stale. It may be the platform rate limit or platform instability. See Connection error.