(Resolved) Known Issue: Failed to connect to ConnectWise API - Error 503 Server Unavailable

Status

Resolved

Who's Affected

Customers using ConnectWise AU Cloud (aus.myconnectwise.net)

Issue

An issue has been identified affecting Cloud Partners, where the Wise-Sync application returns 503 - Service Unavailable.

What are we doing about it?

Last Update - 10 January, 2019 (1800 AEDT) - After some testing to see if the issue still existed, we found that the 503 error was occurring no longer. All partners that reported the error has been advised. Marking this issue as resolved.

It's recommended that you request updates to this ticket from ConnectWise and advise that you are affected by this issue.

 Updates 
19 December 2019

We have received a response from ConnectWise with ticket number #12791347

20 December 2019
(0940 AEDT) 
ConnectWise are investigating as a high priority the API errors being experienced by Australian Cloud partners.
20 December 2019
(1140 AEDT) 
ConnectWise have confirmed that they have resolved the issue, servers are now responding to API requests. We're continuing to monitor the impact and reverting accounts to use the preferred API Settings. Ticket 
9 January 2020This issue has been re-opened. We've logged a new ticket with ConnectWise to investigate #12855278.
9 January 2019
(1425 AEDT) 
Jumped onto CW Live Chat (#12855677). ConnectWise informed us of a Cloud Incident that was resolved around 1100 AEDT. After some testing and recent reports, the incident doesn't appear to be resolved this issue and partners are saying that they are not able to log into their CW clients. ConnectWise have informed us that #12855278's priority has been escalated.
10 January 2019
(1800 AEDT) 
After some testing to see if the issue still existed, we found that the 503 error was occurring no longer. All partners that reported the error has been advised. Marking this issue as resolved.

How do we know it's an issue?

Customers are receiving a number of issues including an initial error when connecting to Wise-Sync and testing ConnectWise Connectivity. Other errors include Failed to create batch error when running sync for both Invoices and Purchase Orders and Failed to get product

The issue is intermittent and may still result in failure after updating to the workaround below.

Workaround

A temporary workaround can be set to allow partners to continue to sync.

  1. Log into Wise-Sync via a browser: https://secure2.wise-sync.com/
  2. Click on Account
  3. On the Account Details Tab, update the "ConnectWise: PSA Dir: v2019_5 (2019.5 Version) or v2020_1 (2020.1 Version)" 
  4. Click Test ConnectWise Connectivity
  5. Click Save.

S
Simone is the author of this solution article.

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