Sync Troubleshooting
If your connector is not syncing as expected, this guide covers the most common issues and how to fix them.
Connector shows a red "Error" badge
The error badge appears when the last sync run encountered a problem. Click the connector in Settings → Data Connectors and look for the error message in the Status section.
Common error messages:
| Error message | What it means | How to fix |
|---|---|---|
| "Token expired" or "Unauthorized" | The OAuth access token has expired or been revoked | Disconnect and reconnect the connector via OAuth |
| "Folder not found" | A selected folder was renamed or deleted in Drive/OneDrive | Remove the missing folder from the connector and re-add a replacement |
| "Rate limited" | Too many sync requests hit the API rate limit | Reduce sync frequency or wait; the connector will retry automatically |
| "Insufficient permissions" | The connected account lost access to a folder | Check sharing permissions in Drive/OneDrive for the affected folder |
Token expired — reconnect OAuth
If the error message mentions token expiry or authentication failure:
- Go to Settings → Data Connectors.
- Click the connector with the error.
- Click Reconnect (or Disconnect then Connect again).
- Complete the OAuth flow with your Google or Microsoft account.
After reconnecting, trigger a manual sync with Sync now to confirm the connection is working.
Files stuck in "Pending" status
Files in your Documents library showing a persistent Pending status were probably skipped during sync. Common reasons:
- File too large — files over 25 MB are silently skipped. Check the file size in Drive/OneDrive.
- Unsupported file type — only the nine supported formats are processed. Other types are ignored.
- Processing backlog — during periods of high usage, files may take longer to index. Wait 10–15 minutes and refresh.
There is no automatic retry for files skipped due to size limits. If you need a large file indexed, reduce its size (by splitting it into smaller files) before re-syncing.
Google Workspace files not appearing
Google Docs, Sheets, and Slides are converted to DOCX, XLSX, and PPTX during sync. The conversion process takes a little longer than syncing a static file.
If Google Workspace files are missing:
- Check the Sync History tab — confirm the sync ran after the file was created.
- Look for conversion errors in the sync log.
- If the file is listed with a Failed status, try removing and re-adding the folder to force a fresh sync.
Include/exclude globs filtering out files unexpectedly
If files you expect to see are missing, your glob patterns may be excluding them:
- Go to the connector's folder settings.
- Review the Include and Exclude glob patterns.
- Test your pattern against the file name. For example, the pattern
*draft*will excludeQ4-draft-report.pdfbecause "draft" appears in the middle of the name. - Remove or adjust the pattern that is incorrectly matching your files.
Force a manual sync
At any time, click Sync now on a connector to trigger an immediate sync, skipping the schedule. This is useful after making configuration changes or to verify that a fix worked.
Manual syncs run in addition to scheduled syncs. If a manual sync is already in progress when the next scheduled sync fires, the scheduled sync is queued and runs after the manual one completes.
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