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Connection & Data Status

How to verify your Shopify connection is working and your data is current.

Quick Answer​

This guide answers: "Is my data fresh? Is my connection working?"

If your answer is:                  → You're:
├─ "Data updated < 24 hours ago"   → ✅ All good
├─ "Data updated 24-72 hours ago"  → ⚠️ Normal but try manual sync
├─ "Data hasn't updated in 72+ hrs" → ❌ Check connection or contact support
└─ "I don't know when data updated" → Check timestamp (see below)

How to Check If Data is Fresh​

Step 1: Find the "Last Synced" Timestamp​

Where to find it:

  • Most Synplex interfaces show this prominently on the dashboard
  • Look for: "Last Synced", "Last Updated", "Data as of", or similar label
  • It shows date + time (example: "Jan 3, 2:45 PM")

What the timestamp tells you:

Last Synced: Jan 1, 3:00 PM (today is Jan 3)
├─ Data is 2 days old
├─ This is normal (auto-sync runs every 3 days)
└─ No action needed unless you made recent changes

Step 2: Calculate How Old Your Data Is​

Simple math:

Current time: Jan 3, 4:00 PM
Last Synced:  Jan 3, 2:00 PM
Age: 2 hours

← Very fresh, perfect

vs.

Current time: Jan 3, 4:00 PM
Last Synced:  Dec 31, 4:00 PM
Age: 3 days

← Getting stale, consider manual sync

Step 3: Understand "Freshness Levels"​

✅ Fresh (< 24 hours old)

  • Your data is current
  • Auto-sync or webhooks have kept it updated
  • No action needed
  • Example: "Last synced 6 hours ago"

⚠️ Stale (24-72 hours old)

  • Data is older but still reasonable
  • Normal if auto-sync hasn't run yet
  • No emergency, but consider manual sync if you made recent changes
  • Example: "Last synced 48 hours ago"

❌ Very Stale (72+ hours old)

  • Something may be wrong
  • Check your connection (see "Connection Status" below)
  • Try manual sync
  • If still doesn't update, contact support
  • Example: "Last synced 5 days ago"

Understanding Sync Layers​

What is Synplex Doing?​

Synplex keeps your data fresh using 3 layers:

Layer 1: Webhooks (Real-Time Updates)
├─ You update inventory in Shopify
├─ Webhook instantly notifies Synplex
├─ Synplex updates within seconds
└─ ✅ Fastest option - almost live data

Layer 2: Daily Auto-Sync (Backup)
├─ Every 3 days, we sync all data from Shopify
├─ Backup for webhook failures
├─ Catches updates webhook might have missed
└─ ✅ Reliable - ensures comprehensive refresh

Layer 3: Manual Sync (You Trigger)
├─ You click "Sync Now" whenever you want
├─ On-demand refresh
├─ Good when you need immediate update
└─ ✅ Control - you decide timing

All 3 working together = Your data stays fresh

Connection Status: Is It Working?​

Green Light ✅ (Connection is Good)​

Signs your connection is working:

✅ Last synced timestamp is recent (< 24 hours)
✅ Manual sync works when you trigger it
✅ Data updates after you make changes in Shopify
✅ No error messages in Synplex
✅ Data matches Shopify (or very close)

What to do: Nothing! Everything is working.

Yellow Light ⚠️ (Something Might Be Off)​

Signs to watch for:

⚠️ Last synced is 24-72 hours old
⚠️ You made changes in Shopify but they're not showing yet
⚠️ Manual sync sometimes takes longer than usual
⚠️ Some data updates, some doesn't

What to do: Try manual sync (see Manual Data Sync)

Red Light ❌ (Connection Seems Broken)​

Signs there's a problem:

❌ Last synced is 72+ hours old and not updating
❌ Manual sync doesn't work or doesn't complete
❌ Error messages about Shopify connection
❌ Data hasn't changed even after updates in Shopify
❌ Timestamp never changes no matter what you do

What to do: Contact support (see Support Escalation Guide)

Why Synplex Manages the Connection​

What You Don't Have to Do​

❌ You don't manage webhooks
   └─ Synplex sets them up and monitors them

❌ You don't handle Shopify API
   └─ Synplex handles authentication and errors

❌ You don't manage sync timing
   └─ Synplex automatically syncs every 3 days

❌ You don't troubleshoot API failures
   └─ Synplex monitors and fixes these

❌ You don't configure Shopify integration
   └─ Synplex handles all technical setup

What You Do​

✅ Verify data looks right
   └─ Is it matching Shopify?

✅ Check timestamps
   └─ Is data fresh enough?

✅ Trigger manual sync if needed
   └─ Click button, we handle the rest

✅ Report issues if something breaks
   └─ We'll investigate and fix

Why It Works This Way​

Better for you:

├─ Less complexity (you don't manage infrastructure)
├─ More reliable (automatic = fewer mistakes)
├─ Faster support (we know the system inside-out)
├─ You focus on using data, not managing sync
└─ Synplex handles technical responsibility

Sync Verification Checklist​

After Manual Sync, Verify:​

☐ Did the "Last Synced" timestamp update?
   └─ Should show current time

☐ Does the data match Shopify now?
   └─ Check a few key products

☐ Did your recent changes appear?
   └─ If you updated inventory, does it show?

☐ Are there any error messages?
   └─ Should see success notification

☐ Did the sync actually finish?
   └─ Watch for "Sync complete" message

All checkmarks: Your data is fresh and correct.

Missing checkmarks: See Common Problems or contact support.

Typical Data Freshness Patterns​

Scenario 1: Normal Workflow​

Monday morning: Last synced 2 days ago
├─ Reason: Auto-sync ran on Saturday
├─ Status: Fresh enough
└─ Action: None needed

Wednesday morning: Last synced 4 days ago
├─ Reason: Auto-sync only runs every 3 days
├─ Status: Getting a bit stale
└─ Action: Manual sync if you want fresher data

I trigger manual sync Wednesday:
├─ Data refreshes immediately
├─ Timestamp now shows "Wednesday 10:00 AM"
├─ Status: Very fresh
└─ Action: Done, enjoy current data

Scenario 2: Recent Changes​

You update 50 items in Shopify at 3:00 PM
├─ Webhooks immediately notify Synplex
├─ Synplex updates within seconds
├─ You see changes in Synplex by 3:05 PM
└─ Timestamp still shows morning, but data is current

Note: Timestamp might not update after webhook, but data IS current.

Scenario 3: Over Weekend​

Friday 5:00 PM: Last synced
├─ Weekend happens, no activity
├─ Auto-sync runs Monday morning
├─ Monday 8:00 AM: Last synced updates

Monday 8:00 AM to Wednesday: 48 hours pass
├─ No new sync needed (auto-sync already ran)
├─ Your Friday afternoon changes are in Synplex
├─ Data is fresh
└─ No action needed

What NOT to Worry About​

✅ Don't worry if:​

✅ Last synced is 2-3 days old
   └─ This is normal, auto-sync runs every 3 days

✅ Timestamp doesn't update after every change
   └─ Webhooks update data without changing timestamp

✅ Manual sync takes 10-15 minutes
   └─ This is normal for large product counts

✅ You see "syncing" spinner occasionally
   └─ Just background auto-sync running

✅ Data matches Shopify
   └─ Even if timestamp seems old

What TO Worry About​

❌ Do worry if:​

❌ Last synced is 72+ hours old
   └─ This suggests sync hasn't run, possible issue

❌ Manual sync doesn't update timestamp
   └─ Sync might not be working

❌ Data doesn't match Shopify after sync
   └─ Possible data quality issue

❌ Timestamp is stuck (never changes)
   └─ Sync is definitely not running

❌ Error messages appear repeatedly
   └─ Connection issue, contact support

When to Manually Sync​

Trigger Manual Sync When:​

✅ You just made a big update in Shopify
   └─ You want to see it in Synplex immediately

✅ Timestamp is getting close to 72 hours
   └─ Force a refresh before too stale

✅ You're planning important decisions
   └─ Make sure you have current data

✅ You're troubleshooting a data issue
   └─ First step: Try manual sync

Don't Trigger Manual Sync When:​

❌ You're just using the system normally
   └─ Auto-sync keeps data fresh

❌ Every time you check the dashboard
   └─ Unnecessary, waste of bandwidth

❌ Just for the sake of it
   └─ Only when you have a reason

❌ To fix your own data entry mistakes
   └─ Fix in Shopify first, then sync

Synplex Responsibilities​

Synplex owns:

├─ Shopify API authentication
├─ Webhook setup and monitoring
├─ Auto-sync every 3 days
├─ Handling API rate limits
├─ Managing connection failures
├─ Retry logic if sync fails
├─ Security of authentication
└─ All technical infrastructure

You own:

├─ Verifying data looks right
├─ Triggering manual sync when needed
├─ Reporting issues if something breaks
└─ Using the data for decisions

Troubleshooting: Stale Data​

"My data hasn't updated in 72+ hours"​

Step 1: Verify timestamp (1 minute)

  • Find "Last Synced" timestamp
  • Is it truly 72+ hours old?
  • Write down the exact time

Step 2: Try manual sync (10 minutes)

Step 3: Check again (1 minute)

  • Did timestamp update?
  • If yes → Data is now fresh, you're done
  • If no → Go to Step 4

Step 4: Contact support

  • Timestamp didn't update even after manual sync
  • This indicates a real connection issue
  • See: Support Escalation Guide
  • Provide: Screenshot of timestamp, time of sync attempt

FAQ​

Q: "Is data being updated right now?"​

A: Check the timestamp. If it's recent (< 24 hours), yes it is.

Q: "Why does my data seem old but manual sync says 'already running'?"​

A: Previous sync is still in progress. Wait 10-30 minutes, don't click again.

Q: "Can I see when webhooks update data?"​

A: Not always visible, but if data changes in Shopify, webhooks update Synplex within seconds.

Q: "Should I trigger manual sync every day?"​

A: No, not necessary. Auto-sync runs every 3 days. Manual sync only when you want immediate update.

Q: "What if manual sync is running right now?"​

A: Wait for it to finish. It usually takes 2-15 minutes depending on product count.

Q: "Why does the timestamp sometimes not change but data does?"​

A: Webhooks update data without changing timestamp. Timestamp only updates during manual/auto-sync.

Q: "How can data be fresh if timestamp is old?"​

A: Webhooks provide real-time updates. Timestamp updates every 3 days via auto-sync.

Q: "Is 48 hours old too stale?"​

A: No, this is normal. Auto-sync every 3 days, so < 3 days is fine.

Q: "What if I see 'Last Synced: 2 weeks ago'?"​

A: That's definitely a problem. Contact support immediately.

Key Takeaways​

✅ Check timestamp regularly
   └─ < 24 hours = Fresh, no action needed

✅ Understand sync layers
   └─ Webhooks (real-time) + Auto-sync (every 3 days) + Manual (on-demand)

✅ Synplex manages the connection
   └─ You just use the data

✅ Manual sync is your on-demand option
   └─ Use when you want immediate refresh

✅ 72+ hours is red flag
   └─ Try manual sync, contact support if it doesn't work

Bottom line: Check your timestamp. If it's < 72 hours old, your data is fine. If older, try manual sync or contact support.