Troubleshooting common sync errors

If you've identified an issue with the data in a Sequoia customer's ChartHop account, please use this page to reference possible solutions.

Accessing the Processes page

All Sequoia HRBPs have access to a restricted diagnostic page within ChartHop called the Processes page. You can access the Processes page for a particular ChartHop account by following the simple steps below.

  1. Login in to the ChartHop account in question
  2. Change the url to this: https://charthop.com/org-slug/processes where org-slug is the slug for the authenticated account.
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Figure 1: the ChartHop Processes page

Any authenticated user can access this page, however the information that is available depends on the permissions granted to the authenticated user. All HRBPs will have access to the data on this page.

Using the Processes page

The Processes page lists every sync event attempted by the HRX integration. Each row in the table represents an individual attempt at a sync, whether it be an automated sync or a manually triggered sync event. The columns can tell you some important information at a glance:



Process Type

This is the indicator of whether the record pertains to an initial import, or an incremental sync. Due to the complexity of the initial import, it uses a different underlying technology called the Org Engine. CSV Data Org Engine Import indicates that a record belongs to an initial import, while Sequoia One indicates that a record belongs to an incremental sync.


This is a simple indicator of whether or not the record was a successful or failed attempt at syncing data. In general, Done means the sync completed, Error means the sync errored out, and Pending means the sync never completed. Occasionally, a record may be listed as Done, but the sync still produced errors. This only occurs when Skip Errors has been enabled on the integration. You can confirm this by clicking into the record in question.


This is a simple time stamp indicating when the sync was triggered.


This is a simple time stamp indicating when the sync was completed.

Requested By

This field indicates who triggered the sync. If the value is Sequoia One, then the sync was triggered automatically by the integration.

Run By

This field indicates which app triggered the sync. In most cases this will only say Sequoia One, however there could conceivably be a case where the customer is using another app, and may have entries other than Sequoia One.


This column displays a Download button when there is CSV data that can be downloaded. This is especially helpful when cross referencing data to resolve a possible data issue.

Troubleshooting errors

If you suspect that an error has occurred during a sync, either because the Processes page lists the status of a record as Error, or because you can visually confirm an error in the Org Chart or elsewhere, you will need to examine the detail page of the record more closely.

To access the detail page of a specific sync event, simply follow the steps below:

  1. Navigate to the Processes page
  2. Locate the record with the suspected issue
  3. Select the record by clicking anywhere on the row
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Figure 2: the Processes detail page

The Processes detail page provides a number of ways to troubleshoot your sync errors. The most straightforward, and likely the first, method for identifying an error is to look at the Error field, highlighted in the screenshot above.

The Error field provides a simple explanation for what went wrong. In many cases it's something simple, like in the example above. In the above example, one or more records appear to be missing a manager. This can be confirmed by utilizing peeking at the log, or by using the Download Import File button.

The Download Import File button allows you to download the CSV used to import data from HRX. This is incredibly useful as it will show you exactly where in the data the error occurred. In the example above, the CSV file would show one or more records with an empty Manager field.

Alternatively, the log will indicate when a record is skipped, and will typically accompany the skipped record with a message elaborating on the root of the issue. The log doesn't provide as much information as the Download Import File button, but it does allow for a quick scan of each imported record.

Fixing an identified sync issue

In almost all cases, we recommend that data issues be fixed in the source system - in this case, HRX. The steps that we recommend are as follows:

  1. Use the Processes detail page to determine the cause of the sync error.
  2. Open HRX.
  3. Find the problematic record.
  4. Make the needed change.
  5. Open ChartHop.
  6. Navigate to the Sequoia One app.
  7. Trigger a manual re-sync.


If you fix a sync issue by updating the record within ChartHop, but not within HRX, the updated record may be overwritten with the incorrect data on the next sync. We always recommend updating the record in HRX first.

This means if a customer encounters an issue like the one described in the above section, the missing manager would need to be fixed in HRX, before triggering a manual sync in ChartHop.

If you can't figure out an issue with your customer's data, please reach out to ChartHop support for help at support@charthop.com.

Common errors



Circular relationship

A circular relationship is one where two or more employees report to each other in a circular fashion. ChartHop requires that every employee have one manager that they report to, and that manager cannot be a direct report.

Missing managers

Sequoia does not require managers in PRISM, so it could be the case where HRBPs and CXMs will need to update PRISM with the managers before the data can be successfully ingested by ChartHop.

Missing required field(s)

There are some required fields that must be satisfied in order for ChartHop to process an import. If one or more required fields are missing, they must be updated in HRX prior to syncing again.

Installation failed

Occasionally, a sync can fail outright if there are not enough required fields present to generate an Org Chart. This is a rare case, and may require help from support.

Old company admin not removed

During the daily sync, the API will bring in whichever Company Admin exists on that particular day. Any previous Company Admins (that may no longer be in HRX) will not be removed. If a Company Admin is replaced in HRX, ChartHop may end up with multiple Company Admins after the sync completes. It is the responsibility of the HRBP to remove Company Admins who are no longer relevant.

Terminated employees still have access to ChartHop

A user whose access has been revoked from HRX may still have access to ChartHop through other SSO methods. Such a user must be manually removed from ChartHop in order to invalidate their other SSO methods. To avoid this, use the user access app to manage ChartHop access. Please note that the User Access app will only update access rights in ChartHop after the subsequent sync. If you need to immediately revoke access, trigger a manual sync after removal.

Terms of Service not signed

If a non-owner attempts to access ChartHop before the Terms of Service are signed, they will see a modal to notify the owner to sign the Terms of Service.

Updated 04 May 2022
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