> For the complete documentation index, see [llms.txt](https://knowledge.out-smart.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledge.out-smart.com/integrations/integrations/testo-proheat/troubleshoot-testo-proheat.md).

# Troubleshoot Testo ProHeat

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

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

{% stepper %}
{% step %}

### Open the Testo settings

Go to **Settings → General → Software integrations**.

Open **Testo ProHeat**.
{% endstep %}

{% step %}

### Open the log

Review the log panel on the right side.

Then open the latest warning or error entry.
{% endstep %}

{% step %}

### Read the full message

Check the full error details.

Look for the affected customer, object, or work order.
{% endstep %}

{% step %}

### Fix the cause and retry

Correct the issue in Testo or OutSmart.

Then click the relevant sync icon again.
{% endstep %}
{% endstepper %}

### 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

<details>

<summary>Error trying to create relation in Testo account</summary>

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.

</details>

<details>

<summary>Client data not updated — missing required fields</summary>

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.

</details>

<details>

<summary>Client data not added — missing required fields</summary>

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

Check the error details and complete the missing fields.

</details>

<details>

<summary>Object data couldn't be imported for relation</summary>

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

Import the customer first.

Then retry the object import.

</details>

<details>

<summary>Error in determining region based on zipcode</summary>

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

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

</details>

<details>

<summary>Object requires a valid Belgian format zipcode</summary>

The appliance address uses an invalid postal code.

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

</details>

<details>

<summary>Work order export failed — relation has no external ID</summary>

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

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

</details>

<details>

<summary>Work order export failed — relation not found</summary>

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

Create or restore the customer before exporting again.

</details>

<details>

<summary>Security key incorrect</summary>

The entered security key is not valid.

Check the key in Testo and connect again.

</details>

### Frequently asked questions

<details>

<summary>Where do I find the sync log?</summary>

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

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

</details>

<details>

<summary>Is “No data to synchronize” an error?</summary>

No.

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

</details>

<details>

<summary>A work order has status 99. What should I do?</summary>

Open the log and read the full error details.

Fix the issue.

Then change the work order status and export again.

</details>

<details>

<summary>My security key changed. How do I update it?</summary>

Disconnect the integration with the power icon.

Then connect again with the new key.

</details>

<details>

<summary>Why is a certificate not showing for an object?</summary>

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.

</details>

### Related topics

* [**Testo ProHeat**](/integrations/integrations/testo-proheat.md)
* [**Set up Testo ProHeat**](/integrations/integrations/testo-proheat/set-up-testo-proheat.md)
* [**Configure Testo ProHeat exports**](/integrations/integrations/testo-proheat/configure-testo-proheat-exports.md)


---

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