When a connection stops working

If one of your connected provider accounts stops syncing, InfraNest lets you know and helps you fix it — this article explains what happens and what to do about it.

Overview

• Every connection syncs on a schedule. When syncs start failing, InfraNest opens one incident for that connection and works out what kind of problem it is.
• Your key was rejected — the provider says the key is expired, revoked, or missing a permission. This never fixes itself, so you're told right away and nothing will sync until you reconnect.
• The provider is having trouble — a server error, a timeout, or too many requests at once. These usually clear on their own, so InfraNest waits before saying anything.
• One connection means one incident, even if it affects several features at once. A single Cloudflare key covering DNS, domains and certificates produces one message listing all three, not three separate alerts.

NoteInfraNest will not email you on every failed attempt — you're told once when it breaks, occasionally while it stays broken, and once when it's fixed.

What you'll receive

• One email when it opens — explains what broke, whether you need to do anything, which data is now out of date, how long it's been failing, and how many attempts have been made. The provider's own error message is included at the bottom.
• Occasional reminders if it stays broken — roughly after an hour, then six hours, then once a day. Reminders are headed "is still failing" so you can tell them apart from a new problem.
• One email when it recovers — tells you how long the connection was down. InfraNest waits until it's genuinely stable before sending this, so a flaky provider doesn't spam you with fixed/broken messages.

The bell inside InfraNest and the banner on the connection's page always show the current state, even when no email has been sent.

See what's wrong with a connection

1. Open Integrations in the sidebar.
2. Pick the connection you're concerned about.
3. Read the banner at the top of the page — it shows This connection is failing, the cause, what's out of date, how long it's been failing, and what to do next.

Fix a rejected key

1. Open Integrations and select the affected connection.
2. Use Re-authorise (or Edit) on the connection.
3. Enter the new key and confirm.
4. No further action is needed — the incident closes itself once the next sync succeeds.

Mute the emails for 24 hours

1. Click Mute for 24 hours in the alert email, or open the connection and find the Alerts panel.
2. Select Mute for 24 hours.

TipMuting only silences email — the banner and the in-app bell keep showing the problem, and the mute lifts itself after a day so nothing stays broken in silence.

Unmute early

1. Open the connection's Alerts panel — it shows how much time is left on the mute.
2. Click Unmute.

Turn error emails off completely

1. Open the connection and go to the Alerts panel.
2. Use the permanent switch labelled Email me when this connection has an error to turn it off.
3. In-app alerts (the bell and the banner) will still appear even with email off.

Troubleshooting

• No email arrived, but something looks off. A brief provider hiccup often produces no email at all, by design. If the banner says nobody has been emailed yet, the incident is still inside its waiting period.
• I muted the connection and didn't get a "recovered" email either. That's expected — muting silences both halves of the conversation: the failure alert and the recovery alert.
• I have two accounts with the same provider and only one is muted. Mutes are per connection, not per provider, so each account is muted separately.