Troubleshoot HRIS Connector errors

This error occurs when syncing data from your HRIS would result in a group in 15Five losing all its members.

This situation often arises because of how some HRIS systems handle group name changes:

• When a group name changes in the HRIS, a new group is sometimes created with the updated name, and its members are transferred to the new group.
• The original group (linked to a 15Five group) remains in the HRIS but loses all its members.

If this sync happened automatically, it could unintentionally empty existing groups or create duplicate groups in 15Five, which can disrupt group-level settings, engagement trends, and other key functions.

To prevent these unintended and potentially disruptive changes, we pause the sync and prompt users to confirm whether the reduction to zero members is intentional. This also provides an opportunity to re-map any newly created HRIS groups to existing 15Five groups.

1. Click on the 'Settings' gear in the top, right-hand corner of 15Five.
   

   

2. Select 'HRIS Connector' from the dropdown menu.
   

   

3. Navigate to the Sync tab.

4. During step 4 (Group Preview), groups that would be emptied are highlighted with a warning.

5. Confirm the changes if expected, or adjust group exclusions and remappings to prevent unintended updates.

This error indicates that 15Five cannot successfully communicate with your HRIS. Common causes include:

• The admin who originally connected the HRIS has been deactivated.

• The HRIS admin’s password has changed, invalidating the connection.

Both of these scenarios will cause the HRIS API key to be invalidated.

1. Click on the 'Settings' gear in the top, right-hand corner of 15Five.
   

   

2. Select 'HRIS Connector' from the dropdown menu.
   

   

3. Click the ellipsis menu (top-right corner) and select Reconnect your integration.

   
4. Follow the re-authentication steps provided in the Merge link modal.

15Five requires unique group names within each group type. If duplicated group names are detected, the system will prevent you from running a manual sync.

1. Click on the 'Settings' gear in the top, right-hand corner of 15Five.
   

   

2. Select 'HRIS Connector' from the dropdown menu.
   

   

3. Navigate to the Sync tab.

4. During step 4 (Group Preview), exclude one of the duplicate groups, then complete the sync.

A reviewer loop occurs when an employee is assigned as the manager of someone higher up in their reporting hierarchy, creating a circular relationship. This often happens when HRIS platforms require a manager field for all employees, including top executives like a CEO, who may not have a true manager.

Please contact 15Five's Support Team and include a screenshot of the error message.

These errors occur when 15Five detects data that doesn’t meet validation requirements or when the system is in an unexpected state. These issues may have already caused a sync error or would cause one in the future.

Examples of validation errors:

• "When setting the reviewer of [employee email], could not find the reviewer's email address in the system: [employee email]. Not changing user's reviewer"
• “Duplicated groups exist: [duplicated names]”
  • Occurs when we detect two groups with the same name in the same group type would be loaded to 15Five. 
  • We have validation in our manual sync to highlight and prevent this, but this is our most frequent error in the ‘engineering support required’ list. I assume it’s because we don’t currently have any way to prevent it during autosyncs.
• “Duplicated group mappings exist with ff ids: [list of ff ids]”
  • When, somehow, two hris groups are linked to the same ff group.
• “Remote sync failed”
• “Failed to kick off task. Previous sync is still in progress.”

Please contact 15Five's Support Team and include a screenshot of the error message.

Unexpected errors can occur due to bugs, third-party issues, network problems, or other unpredictable scenarios.

Examples of unknown errors:

• "AttributeError: 'dict' object has no attribute 'ref_id'”
• “Bulk import API call failed: 500"
• 

Please contact 15Five's Support Team and include a screenshot of the error message.