Troubleshoot Multiverse_Online

Review the log and fix common Multiverse_Online sync and export errors.

Use the log in the Multiverse_Online settings to review imports, exports, and errors.

Each log entry shows what happened and when it happened.

1

Open the Multiverse_Online settings

Go to Settings → General → Software integrations.

Open Multiverse_Online.

2

Review the log panel

Check the log panel on the right side of the page.

Look for warnings or failed sync entries.

3

Open the error details

Click a log entry with the orange error icon.

Use the full message to identify the exact cause.

4

Fix the source issue

Correct the customer, material, hour type, invoice, or connection setting.

Then save the changes if needed.

5

Retry the sync

Use Export workorders or Export in Invoices to test again immediately.

Quick checks first

Check these points before you go deeper:

• the connection is still active
• the correct company is selected
• the customer exists in Multiverse_Online or may be exported
• the product exists in Multiverse_Online or may be exported
• the hour type code still matches
• the work order or invoice is ready for export

Common error messages

Customer data not known in Multivers

The customer on the work order does not exist in Multiverse_Online.

Turn on Export relations or create the customer in Multivers Online first.

Customer linked in OutSmart but debtor does not exist in Multivers

The customer has an external link in OutSmart, but the matching record no longer exists in Multiverse_Online.

Export the customer again or recreate it in Multiverse_Online.

Invoice relation not found in OutSmart

The customer on the invoice does not exist in OutSmart.

Make sure the customer exists before you export the invoice.

Material not known in OutSmart

A material on the work order does not exist in OutSmart.

Create the material first.

If needed, turn on Export materials for missing products in Multiverse_Online.

Material not known in Multivers

A material on the work order has no matching product in Multiverse_Online.

Turn on Export materials or create the product in Multivers Online first.

Hour type not found in OutSmart

An hour type used on the work order does not exist in OutSmart.

Create the hour type or import it from Multivers Online.

Hour type not known in Multivers

An hour type used on the work order has no matching product in Multiverse_Online.

Import the hour type from Multivers Online or create it there manually.

No material or hour lines on work order

The work order has no billable lines.

Add at least one billable material or hour entry before exporting.

Work order has no external order number

The work order is not linked to a Multiverse_Online order.

Turn on Create new orders or link the work order to an existing order first.

Error retrieving token, please reset the connection

The OAuth token expired and could not refresh.

Disconnect the integration and connect it again.

Error message from Multivers about a field

A field on the order or order line does not meet the Multivers Online requirements.

Open the full error details.

Then correct the data in OutSmart and export again.

Frequently asked questions

Where do I find the sync log?

The log is on the right side of the Multiverse_Online settings page.

It shows the time, message, and error details for each sync.

A work order was set to Error. What does that mean?

The export failed for that work order.

Check the log, fix the cause, and retry the export.

The status updates automatically after a successful export.

My connection expired. How do I reconnect?

Use the disconnect button with the power icon.

Then sign in again through the Multiverse_Online login page.

The integration worked before but stopped. What should I do?

Check the log first.

An expired token is a common cause.

Reconnect the integration and test again.

If the problem stays, contact OutSmart support.

The log says Nothing to synchronise. Is that an error?

No.

That message means the sync finished successfully, but there was no new data to process.

Related topics

• Multiverse_Online
• Set up Multiverse_Online
• Configure Multiverse_Online exports