Common Auto Sync Issues

Common Issue #1: Phases Not Auto Syncing

Issues may arise preventing Phases from syncing between your integrated application and Mosaic. Below are common scenarios and resolutions:

Potential Solution #1: Subphases Not Enabled with More Than 1 Level of Phases

Mosaic defaults to a single level of Phase and Work Category. Enabling Subphases allows up to 10 levels of phases for import. If you have existing integrations with work categories, contact your Customer Success Manager to convert Work Categories to Subphases in Mosaic.

Potential Solution #2: Duplicate Phase Name and Phase Number Combinations

Mosaic requires each Phase Name and Phase Number combination to be unique under the same parent phase. If duplicates exist, Mosaic will automatically increment them. To resolve duplicate phases manually, you can modify them in Mosaic or your integrated application. Options include:

Delete a Duplicate Phase on Mosaic
- To delete a Phase in Mosaic, navigate to the Integration > Projects page. Click the three-dot menu next to the Phase and select Delete on Mosaic.
Rename a Duplicate Phase on Mosaic or your Integrated Application
- To rename an unlinked Phase in Mosaic, go to the Project page, select Edit Phase Info, and update the Name.
- If the Phase is linked, modify it in your integrated application.
  - Note that if the Integration Setting Project and Phase Titles are not editable on Mosaic is enabled, this must be done in the integrated application.
Merge Duplicate Phases on Mosaic
- If only one of the duplicate phases is linked, you may opt to merge duplicate phases as needed to ensure uniqueness.

Common Issue #2: Time Entries Not Auto Syncing

Several factors may hinder Time Entries from syncing between your integrated application and Mosaic. Consider the following:

Potential Solution #1: Project / Phase / Member / Work Category Not Linked

Mosaic syncs time entries only if:
- The Project is linked.
- The Phase is linked.
- The Member is linked.
- The Work Category is linked (if applicable).
For additional details, refer to Troubleshooting Time Entries.

Potential Solution #2: For QuickBooks Desktop Customers: Mosaic <> QuickBooks Web Connector Sync Issues

To sync time entries, Mosaic requires an active connection with the Mosaic Web Connector.
For guidance on resolving Mosaic Web Connector Issues, please consult QuickBooks Desktop Best Practices.

Potential Solution #3: Project without Phases Does not have Main Project Phase enabled

Projects without phases in Mosaic require a Main Project Phase.
For instructions on adding a Main Project Phase, please refer to Importing Data From Your Integration > Time Entries.

Missing Data for Import

For missing data in the Integrations page for importing into Mosaic, follow the troubleshooting guides below:

Common Issue #1: Missing Archived Projects for Import

Navigate to Org Settings > Integrations > Projects.
Under the Unlinked tab, click on the Hide Archived dropdown and select Show Archived.

Scroll to the bottom of the page.
Click on Show # Archived Projects and search for the missing Projects.

Common Issue #2: Missing Archived Members for Import

Navigate to Org Settings > Integrations > Members.
Click on the Hide Archived dropdown and select Show Archived.
Search for the missing Members.

Data Discrepancies

Common Issue #1: Project or Phase Fee Discrepancy

Project or Phase Fees synced from Integrations follow a default field mapping. Some Integrations offer alternative field mappings for Project or Phase Fees.

For more details on both default and alternative field mappings for Project or Phase Fees, please refer to the respective Integration's Integrated Data Types pages.

Quick Links:

Common Issue #2: Spent Time Discrepancy

Spent time on Mosaic is calculated based on the total of spent dollars from all time entries, whether synced from the integration or created directly in Mosaic.

For missing time entries, please check the troubleshooting time entries section.