# Troubleshooting ## Common issues | Symptom | Likely cause | What to try | | ----------------------------------------------------------- | ------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | "Connection failed" when saving credentials | Credentials are incorrect or Lightspeed account has API access disabled. | Verify Client ID, Client Secret, Refresh Token, or Personal Token in Lightspeed settings. Copy and paste carefully to avoid typos. Check that your admin account has API integration permissions. | | Sales appear in NetSuite but with wrong customer | Customer name in Lightspeed doesn't match any NetSuite customer exactly. | Set a Default Customer ID in Sales Import settings so all sales are assigned to a fallback customer. Or create the customer in NetSuite with a matching name. | | Items not matching between systems | SKU in Lightspeed doesn't match the NetSuite item field specified in SKU Match Field. | Verify the SKU Match Field setting points to the correct NetSuite item field. Check that Lightspeed product SKUs match that field value. | | Quantities showing as zero in Lightspeed after stock export | Location mapping is incomplete or NetSuite locations don't match Lightspeed outlets. | Review the location mapping in the Stock tab. Ensure every NetSuite location is mapped to a Lightspeed outlet. | | Flow runs but no data is processed | Flow is active but no records meet the conditions. | Check the activity log to see if the flow actually ran. Verify that there are records in Lightspeed or NetSuite that match the flow's conditions. | | "Item not found" errors in activity log | Lightspeed product doesn't have a matching NetSuite item. | Check that the product SKU in Lightspeed matches the NetSuite item's SKU Match Field. Create the missing item in NetSuite if needed. | | Tax amounts don't match between systems | Tax calculation or tax override settings are not aligned. | If Lightspeed calculates tax, ensure Sales Import has "Sales Tax Amount Override" checked to use Lightspeed's tax. If NetSuite should calculate, leave it unchecked. | ## FAQs **How often should I schedule flows to run?** For sales and inventory, hourly is typical. For customer and product exports, every 4 hours is usually sufficient unless you have high volume changes. Adjust based on how quickly your business needs data to sync. **Can I sync only specific outlets to NetSuite?** Yes. The Sales Import flow will import from all configured outlets by default, but you can set conditions in the flow configuration to filter by outlet. See [Configure a Flow](/idc/idc-core/apps/configure-flow.md) for details. **What happens if a sync fails partway through?** IDC tracks which records were processed. On the next run, it will skip already-imported records (using the External ID field) and resume processing new ones. Check the activity log for the specific record that failed and fix the underlying issue. **Do I need to manually re-authorize if my token expires?** Only if you're using OAuth Refresh Token. Personal Tokens don't expire unless revoked. If a flow starts failing with an auth error, go to Credentials and re-enter your tokens. IDC will test them immediately. **Can I use Lightspeed X-Series and another POS system with the same NetSuite account?** Yes. Each system connects separately. Use different item/customer IDs or custom fields to identify which system a record came from, or use the SKU Match Field to keep items organized by source. ## Still need help? If your issue isn't listed here, check the [IDC activity log](/idc/idc-core/logs.md) for details on what happened during the last sync. Look for error messages with specific field names or record IDs — those clues help pinpoint the root cause. You can also contact In8Sync support from within the IDC dashboard — click **Support** in the left menu. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.in8sync.com/idc/lightspeed-x-series/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.