Connection Problems

A red dot in Settings → Connections means ProLens couldn't talk to your PSA on the last sync. Common causes and fixes:

Token expired or revoked

The most common cause. If someone in your firm rotated the PSA API token (intentionally or via a security review), the old token ProLens holds no longer works.

Fix: Click Disconnect, then Connect again. Sign in with current credentials. The new token replaces the old encrypted envelope and the next sync runs immediately.

Credentials changed

If the user account ProLens authenticated with had its password changed, OAuth flows may need re-authorization.

Fix: Same as above — Disconnect then Connect.

API permissions revoked

If your PSA admin removed ProLens from the list of authorized applications, every sync fails immediately.

Fix: Re-authorize in your PSA's settings (usually under something like "Integrations" or "Authorized apps"), then reconnect from ProLens.

PSA outage

Occasionally the PSA itself is down. Status will go amber first (partial sync), then red if outages persist.

Fix: Check your PSA's status page. ProLens will auto-recover on the next successful sync once the PSA is back.

Productive-specific: organization id

For Productive.io, both an API token AND an organization id are needed. If the org id in ProLens doesn't match the API token's actual organization, every request returns 403.

Fix: In Productive, go to Settings → API and confirm the Organization ID matches what you entered in ProLens. If they differ, Disconnect → Connect and enter the correct value.

Still stuck?

Contact support with the connection's status dot color and the most recent error from the Security audit log. We can usually diagnose within a few minutes.