Troubleshoot Silvasoft

Review the log and fix common Silvasoft connection, import, and export errors.

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

Click a log entry with the orange error icon to open the full details.

1

Open the Silvasoft settings

Go to Settings → General → Software integrations.

Open Silvasoft.

2

Open the log

Review the log panel on the right side.

Then open the latest warning or error entry.

3

Read the full message

Use the full error details to find the exact cause.

Check which record or setting is involved.

4

Fix the cause and retry

After you correct the issue, run Export workorders or the relevant Sync action again.

Quick checks first

Check these points before you go deeper:

• the connection is still active
• the username and API key are still valid
• the customer, material, and hour type records are complete
• the work order is ready for export
• the required creation options are enabled when records are missing in Silvasoft

Common error messages

Customer on work order not known in OutSmart

The customer linked to the work order does not exist in OutSmart.

Create the customer in OutSmart before you export the work order.

Customer has no ID from Silvasoft

The customer exists in OutSmart but is not linked to a Silvasoft record.

Turn on Create new relations or import the customer from Silvasoft first.

Error creating new relation

Silvasoft rejected the new customer.

Open the log entry and use the full Silvasoft message to fix the issue.

Material on work order not known in OutSmart

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

Create the missing material in OutSmart first.

Material on work order has no code

A material line is missing an article number.

Open the material in OutSmart and add the article number.

Material on work order does not exist in Silvasoft

The material exists in OutSmart but has no matching product in Silvasoft.

Turn on Create new materials or create the product in Silvasoft manually.

Hour type on work order has no ID from Silvasoft

The hour type exists in OutSmart but is not linked to a Silvasoft product.

Turn on Create new hour types or create the product in Silvasoft manually.

Hour type on work order does not exist in Silvasoft

The linked Silvasoft product no longer exists.

Import the hour type again or create the product in Silvasoft manually.

Error creating product in Silvasoft

Silvasoft rejected a new material or hour type.

Open the log entry and use the full Silvasoft message to fix the issue.

Error importing relations, materials, or orders

A general import error occurred.

Open the log entry and use the full Silvasoft message to find the cause.

Work status 99

When a work order export fails, OutSmart sets the work status to 99 — Error.

After you resolve the issue, run Export workorders again.

Frequently asked questions

Where do I find the sync log?

Open the Silvasoft settings.

The log is visible on the right side.

Use the refresh icon to load the latest entries.

Is “Nothing to import” an error?

No.

It means the sync ran successfully, but there was no new or updated data.

My API key stopped working. What should I do?

Disconnect the integration.

Then connect it again with your username and a valid API key.

A work order is stuck on work status 99. What should I do?

Check the log for the exact error.

Fix the missing customer, material, or hour type issue, then export again.

The integration worked before and now it stopped. What should I check first?

Check the log first.

A common cause is an invalid or expired API key.

Related topics

• Silvasoft
• Set up Silvasoft
• Configure Silvasoft exports
• Configure Silvasoft imports