Integration Troubleshooting

Short Description A general-purpose checklist for diagnosing integration issues — covers credentials, mapping, cache, and source-system issues.

What this article answers

The systematic checklist for diagnosing integrations.
Where to look first.
What information Support needs from you.

When to use this article

Use this checklist when:

An integration that worked before has stopped.
Newly-added integration isn't producing the expected data.
Data is partially flowing but some records are missing.
Values look wrong (mapped to the wrong attribute).

The checklist

Work through these in order — most issues resolve in steps 1–3.

Step 1 — Confirm the source system has the data

Open the source system (Salesforce, Eloqua, Marketo, etc.) and verify the records 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 integration status in Hive9

Settings → Integrations.
Find the integration. Look at its status.
If credentials have expired or the integration is in an error state, the cause is here.

Step 3 — Confirm the integration is enabled per Tactic Type

Settings → Models → your Model.
Tactic Library — for each Tactic Type, check Deploy to Integration.
If it's unchecked for the relevant Tactic Type, that's why it's not syncing.

See Models & Tactic Library.

Step 4 — Check the field mapping

Settings → Integrations → click the integration → Push / Pull sections.
Confirm the specific field you expect is mapped.
Confirm the mapping direction is correct (Push vs Pull).
Confirm the source-side field name matches the integration's expectation.

Step 5 — Confirm folder configuration (Eloqua/Marketo)

For Eloqua and Marketo specifically:

Each Plan needs a folder configured at the Plan level.
The folder must exist in the destination system.
Folder paths must follow the integration's rules (Eloqua hierarchical, Marketo root-only).

See Eloqua — folder rules and Marketo — folder rules.

Step 6 — Wait for cache refresh

Some integration data (custom fields, business units) refreshes on cycles of up to 24 hours. If your source-side change is recent, give it the full window.

See Custom field syncs and 24-hour cache behavior.

Step 7 — Check tactic status

Push integrations typically only fire when a tactic is approved. Drafts and pending tactics aren't pushed.

Step 8 — Check the audit log

If pushes are happening but records look wrong, the audit log may show what the integration is changing. Filter the Plan Log by integration-driven changes.

Step 9 — Contact Support

If you've worked through steps 1–8, contact Support with:

The integration name (Salesforce, Eloqua, Marketo, EDW, etc.).
The specific records or values 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.

Specific failure patterns

"All my pushes are failing."

Likely credentials. Check Settings → Integrations status. Re-authenticate if needed.

"Pushes work but some specific tactics aren't syncing."

Likely a per-Tactic-Type enablement issue. Check the Model's Tactic Library.

"Data is flowing but values are in the wrong field."

Field mapping issue. Re-check Push/Pull section mappings.

"Newly-added picklist values aren't appearing in Hive9."

Cache. Wait 24 hours or request a cache clear via Support.

"Closed-deal attribution isn't reaching Hive9."

Pull configuration. Confirm Salesforce side has the Hive9 Tactic ID in Campaign records, and that the Pull side is configured to bring opportunity data back.

Common questions

Can I force a sync manually? From the customer-side UI, no. Support can request a sync re-run.

How do I know if an integration is partially failing? The integration status may show OK while individual record-level failures occur silently. Compare a sample of source records with what's in Hive9 to detect partial failures.

Will errors show in user-facing notifications? Usually not — integration errors are silent to end-users by design. Admin notification of integration health is via the Settings → Integrations status and (in some instances) email alerts.