Error Categories

Connection Issues

Sync fails with “Authentication failed”

Symptoms:

Sync fails with an “Authentication failed” message, or status shows “Error” instead of “Connected.”

Cause:

API credentials are invalid or expired, credentials were rotated in the PMS, or the PMS account was deactivated.

Solution:

Verify your credentials in your PMS portal, obtaining new ones from your PMS provider if needed
Navigate to Settings > PMS Integrations > Settings
Click Update Credentials
Enter correct credentials and validate
Run a manual sync to verify

Sync fails with “Connection timeout” or “Service unavailable”

Symptoms:

Sync fails with a connection timeout or service-unavailable message, or intermittent sync failures.

Cause:

Network connectivity issues, the PMS service is temporarily down, or a firewall/proxy is blocking the connection.

Solution:

Wait a few minutes and try again
Check if you can access your PMS portal directly
If persistent, contact your IT team
Contact your PMS provider if their service is down

Connection errors often resolve on their own – the next automatic sync will retry.

Sync fails with “rate limit reached” (Yardi)

Cause:

Yardi Voyager limits how many API requests can be made in a period of time. Large properties or concurrent Voyager usage can trigger this more often. This is a Yardi-specific limit – RealPage does not have an equivalent error.

Solution:

No action is usually required – Zentra automatically retries the request up to 10 times, with increasingly longer waits between attempts (up to 30 seconds per attempt)
If the sync still fails after retries, wait a few minutes and run a manual sync
Check whether another integration or user is making heavy concurrent use of your Yardi Voyager account
If it persists, contact Zentra support

Status shows “Error” but no error message

Cause:

Intermittent connection issue.

Solution:

Click Sync Now to trigger a manual sync
If successful, the error clears automatically
If it persists, contact Zentra support

Sync completes but records go to the queue (validation errors)

Symptoms:

Sync completes but specific records fail and go to the Sync queue with a data error.

Cause:

Missing required fields, invalid email or phone format, or unmapped units in the PMS record.

Solution:

Review the queue item for the specific error
Fix the data in your PMS
Run a sync to retry the record

Records fail with “Unmapped unit” (mapping errors)

Symptoms:

Records fail with an “Unmapped unit” error, or new units appear in the queue.

Cause:

New units were added to the PMS but not mapped in Zentra, or unit names changed in the PMS.

Solution:

Contact Zentra support with the PMS unit name or ID and the Zentra Device it should be matched to
Once support adds the match, run a sync to process pending records

Resident Issues

New resident not appearing after sync

Possible causes:

Resident went to Sync queue (check queue)
Unit is not matched (contact Zentra support to add the match)
Data validation error (fix in PMS)
Resident status is not “active” in PMS

Solution:

Check the Sync queue for the resident. If not there, verify the resident is active in your PMS and their unit is matched.

Resident data not updating from PMS

Cause:

Sync may not have run, or change is in queue.

Solution:

Check the platform Activity log to confirm whether a sync has run recently
Run a manual sync
Check Sync queue for pending updates

Wrong resident matched during import

Cause:

Duplicate match incorrectly confirmed.

Solution:

Contact Zentra support to unlink the records. For future imports, review duplicate matches carefully before confirming.

Access Issues

Resident imported but has no access

Cause:

No User Groups configured in default access.

Solution:

Check the resident’s User Groups in their profile
If empty, manually assign User Groups
Update default access settings to prevent for future imports

Resident still has access after move-out

Cause:

Move-out not yet detected by a sync, the move-out is pending manual review in the queue, or a compile/offline sync is required. There is no grace period – access is either revoked automatically on detection or left as-is until the queue item is processed.

Solution:

Verify resident status in PMS is terminated/vacated
Run a manual sync
Check whether Deactivate Former Residents is enabled in Integration Settings
Check Sync queue’s Move-outs tab for a pending item and click Apply Changes if found
Ensure all devices where the resident previously had access show a ‘Compile Complete’ event once the access has been confirmed deactivated in the web app.

Access not granted on move-in date

Cause:

Sync runs at a fixed time, not exactly on move-in.

Solution:

Run a manual sync on move-in day to ensure access is granted promptly.

Queue Issues

Queue items keep reappearing

Cause:

Underlying data issue not fixed in PMS.

Solution:

Review the specific error
Fix the data in your PMS (not just in Zentra)
Run a sync – the item should now import correctly

Queue shows items I already processed

Cause:

Browser cache or page not refreshed.

Solution:

Refresh the page. If items truly reappear, check if the underlying PMS data was changed back.

Cannot process queue items – button disabled

Cause:

Insufficient permissions or sync in progress.

Solution:

Wait for any active sync to complete
Verify you have the TenantSettingsModify permission (Integrator or Property Manager role)

Performance Issues

Sync takes a very long time

Cause:

Large number of residents or slow network.

Solution:

Syncs for large properties may take several minutes. This is normal. Do not navigate away during sync.

Automatic sync not running

Cause:

Data synchronization settings may not be configured as expected.

Solution:

Check Settings > PMS Integrations > Settings
Verify Create New Residents, Auto-Update Existing Residents, and Deactivate Former Residents are set as expected
Check the scheduled Daily Sync Time

Getting Help

Note the specific error message or symptom
Document the steps you’ve already tried
Contact Zentra support with this information