When something doesn't add up¶
The connector works silently: as long as everything runs there is nothing to look at. When instead a datum does not arrive, this page says how to notice it and what to look at before calling anyone.
The first check¶
Almost every report of the "something is missing in Odoo" kind is resolved with three questions, in this order:
- Does the datum exist in AppToMe? An uncertified shift produces no hours. A checklist started and not closed is not a filled-in checklist.
- Is the person linked? If the volunteer does not appear among the Apptome volunteers in Odoo, everything concerning them stays behind.
- Is the synchronisation on? If it has stopped, it is not one datum that is missing: all those after the moment it stopped are.
If only one thing is missing, look at points 1 and 2. If everything from a certain date onwards is missing, it is point 3.
Where to look in Odoo¶
The Apptome → Diagnostics menu gathers two lists:
- Incoming event log — everything the connector has received, with the outcome. It answers the question "did it arrive?".
- Dead/failed events — what could not get through and stopped retrying. If this list is empty, the synchronisation is healthy; if it is not, there is something to fix.
The events left behind can be requeued from the same menu, after removing the cause of the block. Requeuing without solving the cause makes them fail again.
How the data travels, and what happens if Odoo is off¶
Knowing this avoids the two most common wrong moves: waiting for a datum that will never arrive, and relaunching everything over a ten-minute delay.
Every change leaves on its own. When something changes in AppToMe — a shift certified, a checklist closed, a vehicle updated — it is queued and sent right away: in normal conditions it is visible in Odoo within moments. There is no "evening send" to wait for.
If Odoo does not answer, the connector retries by itself. The attempts are repeated at growing intervals, a few times; while there are attempts left the event is only failed, not lost. A brief interruption — a restart, some maintenance, a network coming and going — is recovered without anyone doing anything.
Once the attempts run out the event becomes dead and stops there. That is what appears in Dead/failed events. From that moment it does not restart on its own: it has to be requeued by hand, after removing the cause. That is why an empty list is the most reliable health signal you have.
A periodic check fishes out those left behind. Every few minutes the events still pending or failed are put back in the queue, in order of when they were born: the oldest first. So after a block there is nothing to relaunch — just wait a few rounds and see whether the queue empties.
Relaunching does not duplicate. Every event carries a mark Odoo recognises: if it arrives twice, the second one is ignored. Requeuing, relaunching a single entry or redoing the full synchronisation are safe operations as far as duplicates are concerned.
The hours have a safety net. A shift can end without anyone touching it again: a daily check goes back over the shifts finished in the last 48 hours and issues their hours anyway. If the hours of yesterday's shift are missing, wait for that round before reporting; if those of a shift from a month ago are missing, the cause is another one and it is in the table below.
Frequent situations¶
| Symptom | Most likely cause | What to do |
|---|---|---|
| A shift's hours do not appear in Odoo | the shift was not certified | certify the shift in AppToMe |
| One person's hours do not appear, the others' do | the person is not linked between the two systems | relaunch the alignment of the registries and link them |
| Nothing arrives any more from a certain date | the synchronisation was suspended or the credentials are no longer valid | the Odoo partner checks the configuration and asks support whether the credentials need regenerating |
| The same person appears twice in Odoo | during the first alignment Create new was chosen instead of Link | merge the two contacts in Odoo, keeping the one linked to AppToMe |
| The Log in with Apptome button is not there | login with an AppToMe account is not active in the configuration | the Odoo partner enables it from the settings |
| Login says the invitation has expired | your Odoo user is not linked to your AppToMe account | ask whoever administers Odoo for the link |
| Old data is missing, new data arrives | the initial load was never completed | the Odoo partner relaunches the full synchronisation |
| Errors after an update of one of the two systems | versions out of step | update the other side too |
When it is worth relaunching everything¶
Relaunching the full synchronisation is a safe operation — it does not duplicate what is already there — but it can be long. It makes sense:
- after a prolonged Odoo outage;
- after linking many registries left behind;
- after an update that brought the versions of the two sides into line.
You can also relaunch a single entry (only the shifts, only the hours, only the patents) when the problem concerns a precise area: it is much quicker.
What to report to support¶
If the problem persists, write to AppToMe support stating:
- the name of the organization;
- what is missing or wrong, with a concrete example: a person, a date, a shift;
- since when it has been happening;
- whether there is anything in Apptome → Diagnostics → Dead/failed events, and how much;
- what has already been tried.
Warning
Never attach the connection keys or credentials to the report, and do not paste them into a chat or a ticket. Support needs the name of the organization, not its credentials.