My integration isn't syncing data into Hive9

Short Description You expected an integration (Salesforce, Eloqua, Marketo, or your data warehouse) to push or pull data into Hive9, but the data isn't appearing. This article walks through the most common causes and the right escalation path.

What this article answers

Quick checks to perform before escalating.
The three categories of failure and how to spot each.
Information to gather when contacting Support.

What's happening

An integration that's supposed to push data into Hive9 (responses, MQLs, closed deals, tactic syncs, transactions) isn't producing the expected records — or the records appear but with wrong values.

Why this happens

Integration issues fall into three categories:

Configuration drift — credentials expired, mappings changed, fields renamed on the source side.
Cache timing — the change made at the source is real but Hive9 hasn't refreshed its cached view yet (up to 24 hours for some attributes).
External system issue — the source system itself is down, throttling, or returning errors.

How to investigate

Step 1 — Confirm the source system has the data

Open the source system (Salesforce, Eloqua, Marketo, your DW) and confirm the records you expect actually exist with the expected values. About a third of integration tickets resolve here — the data wasn't actually created on the source side.

Step 2 — Check the integration status in Hive9

Open Settings → Integrations.
Find the integration in question.
Check whether credentials are valid (look for any error indicators) and whether the integration is enabled.

[SCREENSHOT NEEDED — Settings → Integrations with status indicators visible]

Step 3 — Check the Tactic-level integration setting

For each Tactic Type, integrations are also enabled/disabled at the Model → Tactic Library level. If the Tactic Type isn't enabled for the integration, no sync will happen for tactics of that type.

Open Settings → Models.
Open the relevant Model.
In the Tactic Library, confirm the Deploy to Integration checkbox is enabled for the Tactic Types you expect to sync.

Step 4 — Wait for cache to refresh

Some integration data (especially custom field options like Business Unit) refreshes on a periodic cycle of up to 24 hours. If your source-side change was recent, give it the full window.

Step 5 — Contact Support with diagnostic detail

If you've worked through steps 1–4, contact Support with:

The integration name (Salesforce, Eloqua, Marketo, EDW, etc.).
The specific records or values you expected and what's actually showing.
The Tactic IDs or Plan IDs affected.
The time the source-side data was created or changed.
Whether the issue is all records, only some, or only a specific field.

Support and the integration engineering team can review server-side logs to identify whether the integration call succeeded, failed, or was throttled.

Common questions

How long should it take for an integration push to appear in Hive9? It depends on the integration. Real-time push integrations (responses, MQLs from connected systems) typically arrive within minutes. Master-data syncs (Business Units, custom field options) refresh on cycles of up to 24 hours.

Can I force a sync? Customer admins can't force a sync from the UI. Support can request a cache clear or a re-run of a sync job.

Why do some fields sync and others don't? Each integration has a field mapping configured at setup. Only mapped fields sync. Check Settings → Integrations → the integration → mapping to confirm the field you expect is included.