Overview

This article catalogs the error messages subscribers or their MiSP may encounter when running the iPaaS.com SysTrack integration, what causes each one, and what to do about it. Errors appear on the iPaaS.com Dashboard under Integration Monitoring, in the Error Logs.

Where a message shows a value in braces — for example {message} or {status} — SysTrack, iPaaS.com, or the integration fills in the specific record or response detail at the moment the error is raised. The wording of the message is otherwise exactly what appears in the Error Logs.

Two entities move through this integration: Customer (SysTrack users) and Message (SysTrack sensor events). Errors are grouped below by the flow that raises them, with connection, authentication, and request-level errors first because they can appear in any flow.

SysTrack does not offer a sandbox or test tenant. Every subscription connects to a live SysTrack tenant, so troubleshooting steps below should be carried out deliberately and, where practical, during a low-activity window. Behavior that is by design rather than a fault — no deletions in either direction, no return path for Customer data, the outbound remediation dispatch — is described in the SysTrack Integration Known Limitations article rather than here.

Areas covered: Connection and Authentication · SysTrack API Requests · Add/Update SysTrack User TO iPaaS.com · Add SysTrack Sensor Event TO iPaaS.com · Update SysTrack Autofix Run FROM iPaaS.com · Unsupported Operations

Supported Flows

Connection and Authentication
SysTrack API Requests
Add/Update SysTrack User TO iPaaS.com
Add SysTrack Sensor Event TO iPaaS.com
Update SysTrack Autofix Run FROM iPaaS.com
Unsupported Operations

Connection and Authentication

The integration signs in to Microsoft Azure AD B2C using the Resource Owner Password Credentials flow before it calls SysTrack. Every setting named in this section is entered on the SysTrack subscription in iPaaS.com and described in the SysTrack Connections and Settings article.

A required connection setting is missing

Unable to complete OAuth process in ProcessAuthorization. Client Id is not specified

The same message appears with User Name is not specified, Password is not specified, ROPC_Flow is not specified, or Tenant Name is not specified in place of the Client Id wording, depending on which value is absent.

Description: The integration checks all five authentication settings before it requests a token. One of CLIENT ID, USER NAME, PASSWORD, TENANT NAME, or ROPC POLICY is empty on the subscription, so no token request is attempted and no SysTrack call is made. The ROPC_Flow wording in the message refers to the ROPC POLICY setting.
Resolution: Open the SysTrack subscription settings and populate the setting named in the message. CLIENT ID and USER NAME are available on the SysTrack Cloud Tenant Information page; PASSWORD is set on the Manage Service Accounts page; TENANT NAME and ROPC POLICY must be supplied by SysTrack Support and are not displayed anywhere in the SysTrack administration pages. Save the subscription and retry the transfer.

Sign-in to SysTrack failed

Unable to complete OAuth process in ProcessAuthorization. Failed to convert temporary code into a permanent token

Description: All five settings were present, the token request was sent to Azure AD B2C, and no usable access token came back. The usual causes are an incorrect or expired service account password, a USER NAME that is not in the required form, a TENANT NAME or ROPC POLICY that does not match the subscriber's tenant (which sends the request to an address or policy that does not exist), or a CLIENT ID belonging to a different SysTrack region than the one the subscription points at.
Resolution: Confirm the service account credentials still work and have not expired or been rotated by SysTrack Support. Check that USER NAME is the Tenant ID value with @cloud.api appended, and that TENANT NAME and ROPC POLICY are entered exactly as SysTrack Support supplied them, including case, as bare names rather than full addresses. Confirm the CLIENT ID matches the region of the API URL on the subscription. If all values are confirmed correct and the sign-in still fails, contact SysTrack Support to verify the service account is still linked to the tenant, then contact iPaaS.com Support at support@ipaas.com.

SysTrack API Requests

These errors are raised by the request layer and can surface in any flow. The action name inside the message identifies which request failed.

SysTrack returned an error response

Error calling SysTrack during {action}: {response} (Http Code: {status})

Description: SysTrack returned a status other than success for the named request, and the integration includes the response body and HTTP status code verbatim. The {action} portion names the request that failed. Search the Error Logs for Error calling SysTrack to find every occurrence. The status appears in the parentheses as a name rather than a number, so look for Unauthorized or Forbidden (401/403) when the access token has expired or the service account lacks permission on the requested area, NotFound (404) when the requested user, system, or sensor does not exist on the tenant, and TooManyRequests (429) or a 5xx server status when SysTrack is throttling or temporarily unavailable.
Resolution: Read the status name in the parentheses first. For Unauthorized or Forbidden, re-check the authentication settings as described above and confirm with SysTrack Support that the service account has access to the endpoints in use. For NotFound, confirm the record still exists in SysTrack; a record removed at the source keeps failing on every polling cycle until the corresponding iPaaS.com record is reconciled by hand, because deletions do not propagate. See also the general Resource Not Found Errors article. For TooManyRequests or a 5xx status, the condition is usually transient: avoid running large manual syncs concurrently, stagger bulk jobs, and lower API Throttle Limit or raise API Throttle Seconds on the subscription if the pattern repeats. If the response body does not explain the rejection, contact iPaaS.com Support at support@ipaas.com.

SysTrack could not be reached

{the transport error reported by the connection attempt}

Description: There is no fixed message text for this case: what appears in the Error Logs is the transport error reported by the connection attempt, for example a name resolution failure, a connection timeout, or a TLS negotiation failure, and no HTTP status is present. The request never reached SysTrack. This points at an incorrect API URL, a network or DNS problem between iPaaS.com and the SysTrack Cloud host, or a SysTrack outage.
Resolution: Confirm API URL is the correct regional SysTrack Cloud API address for the tenant and that it is entered without a trailing path. Confirm the SysTrack Cloud dashboard is reachable for the same tenant. If SysTrack is up and the address is correct, contact iPaaS.com Support at support@ipaas.com.

An iPaaS.com API call failed

Error occurred running CustomerExternalId_POSTAsync: {message}

Description: The integration calls the iPaaS.com API to record and look up the links between SysTrack records and iPaaS.com records. This error means one of those calls failed, and the appended text is the underlying reason. The token at the start of the message is an internal operation name and carries no subscriber meaning; it is reproduced here only so the message can be found by searching the Error Logs. It most often appears while the integration is trying to link an incoming SysTrack user to an existing iPaaS.com Customer.
Resolution: This is an integration-level failure rather than something to correct in the subscription settings. Re-run the transfer once, in case the failure was transient. If it recurs, contact iPaaS.com Support at support@ipaas.com and quote the appended message text.

Add/Update SysTrack User TO iPaaS.com

This flow imports SysTrack users into iPaaS.com as Customer records.

NOTE: A SysTrack user whose email address is missing, or is the SysTrack placeholder text "Not collected", does not produce an error in this flow. The collection's mapping filter skips such users before any transfer is attempted, so nothing appears in the Error Logs and no backlog of failing records accumulates. See the SysTrack Integration Known Limitations article for what this means for roster completeness.

Requested SysTrack user not found

The provided ID is incorrect

Description: A transfer was requested for a SysTrack user account number that was empty, or that returned no matching user from SysTrack. This normally means the user was removed or renumbered in SysTrack after the transfer was queued, or that a manual sync was submitted with an account number that does not exist on the tenant.
Resolution: Confirm the SysTrack user account number is correct and that the user still exists on the tenant. For a manual sync, re-submit with a valid account number. Where the user was genuinely removed in SysTrack, note that deletions do not propagate: the iPaaS.com Customer remains and must be reconciled by hand.

Customer polling failed

Error,occurred during the polling of customers : {message}

Description: The scheduled poll that collects recently changed SysTrack users could not complete. The appended text carries the underlying reason, most often an authentication failure or an error response from SysTrack; look for a matching entry from the sections above in the same run.
Resolution: Resolve the underlying error identified in the appended text — most commonly by correcting the authentication settings or waiting out a SysTrack availability issue — and allow the next polling cycle to run. If the appended text does not identify a cause you can act on, contact iPaaS.com Support at support@ipaas.com.

Existing iPaaS.com customer could not be linked

Unable to dynamically link to existing BC customer using email address. This may result in duplicate customer records.

Description: Before importing a SysTrack user, the integration looks for an existing iPaaS.com Customer with the same email address so the two can be linked rather than duplicated. The link was attempted but did not save with the expected SysTrack account number, so the incoming user may be created as a second Customer record alongside the existing one. The "BC" in the message text is a leftover label and does not indicate that another system is involved.
Resolution: Search iPaaS.com for Customer records sharing the email address named in the run and merge or remove the duplicate if one was created. Then re-run the transfer for that user so the link is written correctly. If duplicates keep appearing for the same user, contact iPaaS.com Support at support@ipaas.com.

Invalid SysTrack account number

Invalid data passed to Customer.SetPrimaryKey: {value}

Description: The SysTrack account number supplied for a Customer was not a whole number. SysTrack user account numbers are numeric, so a value carrying letters, punctuation, or surrounding text cannot be used as the record key.
Resolution: This most often follows a manual sync submitted with a mistyped or wrongly formatted identifier. Re-submit using the numeric SysTrack user account number exactly as SysTrack reports it. If the value in the message came from a scheduled poll rather than a manual entry, contact iPaaS.com Support at support@ipaas.com.

Add SysTrack Sensor Event TO iPaaS.com

This flow imports SysTrack sensor events into iPaaS.com as Message records. A message is identified by its sensor identifier and system identifier together, separated by a vertical bar.

NOTE: A sensor event that is marked hidden, whose system has no primary user email address recorded, or for which SysTrack returned no automation is skipped by the collection's mapping filter rather than reported as an error. Nothing appears in the Error Logs for these. See the SysTrack Integration Known Limitations article for the effect on which alerts reach iPaaS.com.

Requested message not found

The provided ID is incorrect

Description: A transfer was requested for a message whose identifier was empty, or that was not in the required sensor-and-system form. The identifier must contain both parts separated by a vertical bar; a single value or a malformed one is rejected before any SysTrack call is made.
Resolution: For a manual sync, re-submit using the full identifier in the form sensor identifier, vertical bar, system identifier, taking both values from the SysTrack sensor result. If the identifier looks correct and the error persists, contact iPaaS.com Support at support@ipaas.com.

Sensor not present on the requested system

The provided Sensor or SystemId is incorrect

Description: SysTrack returned sensor results for the requested system, but none of them matched the requested sensor identifier. The system exists; the sensor named alongside it does not belong to it, or its result is no longer retained on the tenant.
Resolution: Confirm in SysTrack that the sensor identifier and system identifier belong together and that the sensor result is still available on that machine. Sensor results age out, so an alert queued for transfer well after it fired may no longer be retrievable. Re-run the transfer with a current sensor result, or allow the next polling cycle to import current alerts.

Update SysTrack Autofix Run FROM iPaaS.com

This flow is the only outbound direction in the integration. It asks SysTrack to run a remediation automation for a sensor that has already fired, then records the resulting batch identifier back on the originating iPaaS.com Message. It does not write field values onto any SysTrack record.

Outbound transfer failed

Error, while updating a message exception occured : {message}

Description: This message wraps every failure of the outbound remediation dispatch, and the appended text carries the specific reason. The two most common reasons are described immediately below; a reason drawn from the SysTrack API Requests section above indicates that SysTrack itself rejected or could not accept the remediation request. A Message whose external identifier carries only one part rather than the expected sensor-and-system pair also surfaces here, with appended wording that does not describe the cause; the fix is the same re-import path described below.
Resolution: Read the appended text and follow the resolution for the specific reason it names. If the appended text does not identify a cause you can act on, contact iPaaS.com Support at support@ipaas.com.

Message external identifier missing or malformed

The external Id for the update is either not in the correct format or does not exist.

Description: Before dispatching the remediation, the integration checks that the iPaaS.com Message still carries the SysTrack external identifier it was imported with. This error means that identifier is absent, so the integration cannot tie the remediation back to a SysTrack sensor and system. The identifier is expected to be the sensor identifier and system identifier joined by a vertical bar, but only its presence is checked, not its form — a value in some other shape is not reported through this message.
Resolution: Confirm the Message was originally imported from SysTrack by the Add SysTrack Sensor Event TO iPaaS.com collection. Messages created directly in iPaaS.com, or Messages whose external identifier has been cleared or edited, cannot be dispatched outbound. Re-import the alert from SysTrack and transfer the resulting Message instead. If the Message was imported by the integration and the identifier is still intact, contact iPaaS.com Support at support@ipaas.com.

Sensor identifier not supplied

Error: The values for sensor id is not provided correctly

Description: The outbound transfer reached SysTrack-request stage without a sensor identifier, or SysTrack accepted the request but returned no batch identifier, so there is nothing to record back on the Message. Either way the remediation is not confirmed as queued.
Resolution: Check that the Message being transferred carries values in SysTrack System Id, SysTrack Sensor Automation 1 Sensor Id, and SysTrack Sensor Automation 1 Application Id, and that the mappings supplying them have not been cleared. Note that a populated automation identifier is not a guarantee that the automation matches the alert; SysTrack does not expose a relationship between a sensor's name and an automation's name, as described in the SysTrack Integration Known Limitations article. Confirm the automation and sensor pairing in SysTrack, then re-run the transfer. If all three values are present and the error persists, contact iPaaS.com Support at support@ipaas.com.

Unsupported Operations

Several operations are deliberately not implemented in this integration. When one of them is invoked — usually because a mapping collection or a subscription event was configured to attempt it — every such attempt fails with the same generic message rather than a descriptive one, which is why the headings below rather than the message text distinguish them. These are configuration errors rather than faults.

Creating, updating, or deleting a SysTrack user

The method or operation is not implemented.

Description: The integration reads SysTrack users into iPaaS.com and never writes them back. Creating, updating, and deleting a SysTrack user from iPaaS.com are all unimplemented, so any attempt fails with a not-implemented error and no SysTrack call is made.
Resolution: SysTrack is the system of record for user data. Make corrections to a person's name, email address, or account number in SysTrack rather than in iPaaS.com. Confirm that no mapping collection or subscription event is configured to send Customer data toward SysTrack, and remove any that is. See the SysTrack Integration Known Limitations article for the full directionality summary.

Creating or deleting a SysTrack message