A broken provider connection and a failed sync run need different remedies. Read the visible state first so you repair the failing part without creating another account or duplicate records.
Before you start
You need access to the affected connection. An administrator may need to repair organization consent or shared integration credentials.
Connect your own provider account from Email accounts.
Repair the failing layer
Open the affected mailbox under Email accounts, or the system under Integrations.
Read the warning and note the account address, source and visible error. A reconnect requirement means provider access needs attention.
For a mailbox, choose Reconnect on that exact account and sign in to the same intended address. Complete any required administrator approval.
For an import failure, inspect the recent run in Data sync and resolve the source or mapping issue it identifies.
Use the product’s sync retry or restart control when offered. Avoid starting repeated overlapping imports.
After recovery, verify a new message or a representative source change appears in Cartograph and confirm the next run’s result.
Check the result
The connection is healthy and fresh content reaches the intended mailbox or object. Reconnect success and import recovery should each be checked when both were affected.
Keep the account identity consistent
If you sign in to a different Microsoft address during reconnect, Cartograph can add it as a separate account and leave the original account unchanged. Recheck the exact address after the callback.
Mailbox history can be partly imported even when a later step fails. New mail arriving does not prove all historical mail has finished importing.
When support needs to investigate
Include the visible error, approximate time, connection or pipeline name, and one example of missing or stale data. Never include passwords, tokens or private mail bodies in a general screenshot.
If something does not look right
What you see | What to check |
Reconnect finishes but the original is still broken | Check whether another account was added and reconnect the original address. |
Sync fails again | Read the latest run’s error; repeated retries do not fix missing access or incompatible mappings. |
Should I disconnect first?
Should I disconnect first?
Use Reconnect or the offered retry before disconnecting unless the product or support specifically directs otherwise. Disconnect has separate retention and sharing effects.
Continue your work
Open the relevant area in Cartograph to continue with your workspace data.