Troubleshooting Data Connector Issues

This article outlines common issues you may encounter when using the RedFlag Data Connector, what they typically mean, and how to troubleshoot them.

How RedFlag Retrieves Your Data

RedFlag connects to your HRIS or directory using a secure integration layer that standardizes how data is retrieved from different systems. This allows RedFlag to support many providers using a consistent, supported approach.

Through this connection, RedFlag receives:

• Employee records returned by your system’s API
• Standardized fields such as IDs, names, email addresses, phone numbers, and status
• Any fields your system is configured to expose and allow via API

RedFlag can only sync the data that your system successfully returns through the API. If a record or field is not returned by your system, it cannot be imported into RedFlag.

This means most sync issues are caused by credentials, permissions, endpoint configuration, or data availability in the source system—not by RedFlag modifying or filtering the data.

Authentication & Credential Issues

(Examples: “Invalid username or password”, “Authentication failed”)

What this means

The source system is rejecting the credentials being used to access its API.

Common causes

• Password expired or was recently changed
• Integration/system user account locked or disabled
• Incorrect username, tenant, or environment (production vs sandbox)
• Credentials updated in the source system but not re-authenticated in RedFlag
• Password or session policies enforced by the source system

How to troubleshoot

• Verify credentials directly in the source system
• Confirm the integration user is active and allowed to make API calls
• Re-authenticate the connector in RedFlag after confirming credentials
• If supported by your system, exempt the integration user from password expiration or session timeouts

🛡️ Note: RedFlag does not have access to your source system and cannot reset or validate usernames or passwords.

Permission & Access Issues

(Examples: “Access denied”, “Insufficient privileges”)

What this means

The credentials are valid, but the user does not have permission to access the requested data.

Common causes

• Missing API permissions or security roles
• Required endpoints not enabled
• Field-level access restrictions
• Reports or data sources not shared with the integration user

How to troubleshoot

• Confirm the integration user has access to required API endpoints
• Verify permissions for employee data fields needed for sync
• Ensure any required reports or data views are shared with the integration user

Endpoint or Configuration Issues

(Examples: “Invalid request”, “Endpoint not found”)

What this means

The API request is reaching the source system, but the endpoint or configuration is not valid.

Common causes

• Incorrect endpoint URL or path
• Environment mismatch (sandbox vs production)
• Unsupported filters or query parameters
• Deprecated or disabled API endpoints

How to troubleshoot

• Verify the endpoint against your source system’s API documentation
• Confirm the correct environment is being used
• Remove or simplify filters to test baseline access

Source System Errors

(Examples: “Internal error”, “Service unavailable”)

What this means

The source system encountered an internal issue while processing the request.

Common causes

• Temporary service outage
• Backend processing issues
• Rate limiting or system instability

How to troubleshoot

• Retry the sync after some time
• Check the vendor’s system status page
• Contact the vendor if the issue persists

Missing or Unexpected Employee Data

(No error shown, but records or fields are missing)

Common causes

• Employee status not considered “active” by the source system
• Leave of absence, terminated, or pending statuses excluded
• Filters applied at the API or report level
• Data fields exist but are not populated

How to troubleshoot

• Confirm which employee statuses are returned by the API
• Validate the API response directly using Postman or a similar tool
• Ensure required fields (ID, email, mobile number, location, etc.) are populated in the source system

🛡️ Important: If a record or field does not appear in the API response, RedFlag cannot sync it.

Using Postman to Validate Your API Data

Tools like Postman allow you to call your source system’s API directly and see exactly what data is being returned before it reaches RedFlag.

Using Postman, you can:

• Confirm which records are returned
• Verify which fields are populated
• Validate credentials and permissions
• Compare the API output to what appears in RedFlag

Important Notes About Postman Testing

• To retrieve your data in Postman, refer to your HRIS or source system’s official API documentation for details on how to perform the required GET requests.
• API requirements (endpoints, parameters, authentication, permissions) vary by provider.
• RedFlag does not have access to all HRIS provider documentation, as many are gated or require vendor credentials.
• Please do not contact RedFlag for assistance with Postman calls or API request construction. These steps must be completed using your provider’s documentation or with help from your HRIS or IT team.

Postman testing requires only your source system’s API credentials. RedFlag credentials are not needed.

When to Contact Your HRIS Provider

You may need to contact your source system or HRIS support team if:

• Credentials are being rejected
• Permissions or security roles need to be updated
• Endpoints or reports need to be enabled
• Errors persist that are outside of RedFlag’s control
• Postman support

If you resolve an issue with your vendor, sharing the resolution helps us better support other clients.