Troubleshoot Testo ProHeat

Review the log and fix common Testo ProHeat sync and export errors.

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

Click a warning or error entry to open the full message.

1

Open the Testo settings

Go to Settings → General → Software integrations.

Open Testo ProHeat.

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

Check the full error details.

Look for the affected customer, object, or work order.

4

Fix the cause and retry

Correct the issue in Testo or OutSmart.

Then click the relevant sync icon again.

Quick checks first

Check these points before you go deeper:

• the security key is still valid
• customer and appliance postal codes use the Belgian 4-digit format
• imported customers are linked to their Testo client ID
• linked appliances have a value in Testo Pro+ ID
• the correct Testo modules are enabled

Common error messages

Error trying to create relation in Testo account

A customer from OutSmart could not be created in Testo.

Check the full Testo error message.

Make sure the customer data is complete and the postal code is valid.

Client data not updated — missing required fields

A customer could not be updated because required fields are missing.

Check the client ID and the missing fields in the error details.

Then complete the customer data.

Client data not added — missing required fields

A new customer could not be created because required fields are missing.

Check the error details and complete the missing fields.

Object data couldn't be imported for relation

An appliance could not be imported because the linked customer was not found in OutSmart.

Import the customer first.

Then retry the object import.

Error in determining region based on zipcode

The customer postal code is not a valid Belgian numeric postal code.

Update the postal code to a valid 4-digit Belgian value.

Object requires a valid Belgian format zipcode

The appliance address uses an invalid postal code.

Update the appliance address in Testo to a valid 4-digit Belgian postal code.

Work order export failed — relation has no external ID

The customer on the work order is not linked to a Testo client.

Import the customer first or link the correct Testo client ID.

Work order export failed — relation not found

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

Create or restore the customer before exporting again.

Security key incorrect

The entered security key is not valid.

Check the key in Testo and connect again.

Frequently asked questions

Where do I find the sync log?

The log is visible on the right side of the Testo settings page.

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

Is “No data to synchronize” an error?

No.

It means the sync ran successfully and there was no new data to process.

A work order has status 99. What should I do?

Open the log and read the full error details.

Fix the issue.

Then change the work order status and export again.

My security key changed. How do I update it?

Disconnect the integration with the power icon.

Then connect again with the new key.

Why is a certificate not showing for an object?

Check whether the object has the correct Testo Pro+ ID.

Also check whether the customer is linked to the correct Testo client ID.

Then confirm that Testo already generated the certificate.

Related topics

• Testo ProHeat
• Set up Testo ProHeat
• Configure Testo ProHeat exports