Data not syncing or is displaying wrong info
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Syncs can fail for a few reasons, but the most typical causes have to do with misconfigurations, data entry errors, or not giving the sync enough time. Here are the main things to check for a few common situations:
IMPORTANT: Before you do anything, please confirm you have verified and tested the following:
- Ensure Rent Fetch and Rent Fetch Sync plugins are updated to the latest versions.
- Visit Rent Fetch > Settings to ensure that the sync settings are configured properly.
- Verify that it has been more than 24 hours since the client updated the information in their PMS. If it has been less, you can force a ‘sync’ on a property. See below.
- Make sure the privacy screen is turned OFF within Flywheel or the site host. Data cannot sync with this turned on (important for sites still in development). If your site is under development and is behind basic authentication (typically, this means you’ll need to enter a username and password just to view your site), then that can break some API calls. Disable basic authentication temporarily if possible, then go to a property / floor plan / unit that’s out of date, and click the Sync button at the top right to see if that resolves the issue.
- (Less likely) If there’s a feature that’s not working with Rent Fetch, it may be due to a conflict with another plugin. To troubleshoot, involve a developer and make sure you back up the site before starting. Begin by disabling plugins one by one (other than RF and RFS) and seeing if the problem persists.
- Known plugin conflicts: Smush (image optimization plugin).
- Under Rent Fetch > Settings, verify that the sync is not “paused”. You can ‘pause’, then restart the sync. This can fix a number of common issues. Simply click the “Pause” syncing button > save changes > then re-enable syncing> save changes > visit your floor plans to see if that resolved the issue.
Troubleshooting Steps
1. Under Plugins, ensure both the Rent Fetch and Rent Fetch Sync plugins are updated to the latest versions
2. Under Rent Fetch > Settings > General, check to ensure the credentials are correct AND all fields filled out (the required credentials may vary depending on PMS, but all available fields in the Rent Fetch Sync settings should be filled out).
3. Check a Property’s sync status
- Visit Properties, under the Syncing column, make sure all 3 dots are green (these represent the property, floor plans, and unit’s sync status). If any are yellow or red, this indicates a problem.
- Perform a one-time sync by visiting Properties > edit > sync this property
4. Verify the info that is showing on the site is different from what’s entered in the PMS.
- Click through to the PMS’s Online Leasing / Application URL to cross-check the data.
- This can often be found by clicking through to the Apply Now URL on the website. You will know you’re on the PMS site based on the URL (i.e. https://propertyname.securecafe.com)
- Pull up the website and the PMS side by side, if the PMS is also showing the wrong data, the data needs to be corrected in the PMS software.
5. Check the “API Response” in Rent Fetch
The synced info can be found at the bottom of each Property, Floor Plan, or Unit, depending on which you are experiencing the issue.
- Open the appropriate piece of content (property, floor plan, or unit page) and view the raw data that comes from the API on our last sync.
- Verify that the information you want to display on the site appears in the API, because Rent Fetch cannot display information if it’s not in the API to begin with.
- For example, if the phone number for a property is outdated, you can simply edit the property on the backend of the website and you can check what phone number actually shows up in the raw data. If you do a fresh sync and the old phone number still shows up, you may need to update it in your PMS.
Resources
- You can download and/or view the latest version of Rent Fetch here: https://wordpress.org/plugins/rentfetch/
- The latest version of Rent Fetch Sync can be found here (see latest “Tags” for version number): https://github.com/BrindleDigital/rentfetch-sync/tags
Tip
When using Rent Fetch Sync for data, we can only show the data that’s in your API. That’s the only way we can receive your data – so if that information is wrong, there’s little we can do directly to help. If you’re still having an issue, though, please feel free to reach out via our support portal.
