17. Troubleshooting
"Sync to Odoo" returns an error
- Open the Sync log — find the most recent failure row.
- Expand the row to see the request + response. Common causes:
- Invalid credentials — re-test on the Odoo connection page; rotate the API key.
- Object does not exist — Odoo model name differs between Odoo versions; the sync auto-probes but may need a follow-up patch.
- Required field missing — usually a missing date or amount on the togrant side.
Refresh actuals returns zero
- Confirm the project is synced to Odoo with a
sync_status = synced. - In Odoo, verify analytic items exist with the project's Plan 1 account.
- Verify Plan 2 accounts exist (they should after the first budget sync). Without Plan 2 matches the per-category bucket stays at 0.
Detail row actuals are zero but category total is correct
The detail row probably wasn't tagged with a Plan 3 account in Odoo. Make sure your bookkeeper picks all three plans on every posting. Or run another Save & sync to Odoo to populate odoo_analytic_account_id on the togrant side.
"Budget synced, but detail-account sync failed"
The Plan 1 + Plan 2 sync worked; Plan 3 failed. Often a missing analytic plan or a permission issue. Sync log will show the exact error. Plan 1 + 2 stay live and usable; rerun the sync after fixing.
Where do I get help?
Contact your Organisation admin first. For platform issues, the RF team can see all tenants via the Superadmin role.