Symptoms
- CRM fields, stages, activities, or associations do not update.
- A deal, contact, or company is missing from the expected board or filtered view.
- A CRM property, owner, pipeline, or field-mapping check fails.
- A CRM write appears to succeed in the CRM but is not reflected in Ergo yet.
Most common causes
- The CRM connection is stale, disconnected, or lacks permission for the object being changed.
- Field mapping, property permissions, owner mappings, or pipeline stages are incomplete.
- The source CRM field name, type, options, owner field, pipeline, or stage changed.
- The record is filtered by owner, pipeline, stage, view, or score.
- The record is hard to match because it lacks expected contact, company, domain, or email associations.
What to check
- Confirm the CRM shows connected for the affected user or workspace.
- Run CRM property sync, owner-ID sync, and stage sync where the UI exposes those actions.
- Check property permissions for deal, contact, and company create/update.
- Verify the record’s owner, pipeline, stage, associated contact, associated company, and domain/email match.
- Remove narrow filters before treating a missing record as a sync failure.
Resolution steps
- If a field is blank, confirm it is mapped in Ergo and exists in the CRM with a compatible type.
- If a write fails, check the connected CRM user’s permissions and whether the CRM property accepts the value.
- If a record is missing, test with one known deal/contact/company and compare CRM associations against Ergo filters.
- If the source changed in CRM, resync before editing automation or stage logic.
When to contact support
- Contact support when the CRM is connected, mappings and permissions look correct, and one controlled record still fails.
- Include the workspace, affected user, CRM, object type, object link or ID, field/stage involved, and approximate time window.
- Keep examples generalized and avoid sharing sensitive customer content in support requests.