Overview
Many of Envoy's Presence integrations connect on a schedule to pull in data such as employee badging or wi-fi connections. This process is called polling. Envoy tracks whether those scheduled connections succeed. When an integration's polls keep returning errors and the connection cannot recover on its own, Envoy notifies you and, if the problem isn't fixed, automatically pauses the integration. Pausing stops Envoy from repeatedly calling a connection that can't succeed.
Common causes are credentials that are no longer valid (for example, a revoked or expired login, or a rotated API key) and a system Envoy can no longer reach (for example, an on-premises appliance that is offline or blocked by a firewall).
đĄTip: You can see how healthy your integrations are by using the Integrations Health Dashboard.đĄ
A paused integration is not uninstalled. The integration stays installed, stays listed in your dashboard, and keeps all of its settings. It is flagged as needing attention and no longer provides any presence data until the connection works again.
How automatic pausing works
Envoy acts based on how long an integration's polls have been failing without interruption:
After 48 hours of continuous failures: warning. Admins receive a warning email that explains what went wrong and how to fix it. The integration still attempts to poll and continues until it is paused.
After 7 days of continuous failures: paused. If the problem is still not fixed, Envoy pauses the integration. Polling stops, the install status changes to Paused, and a banner appears on the integration's card in your dashboard.
Admins receive a paused email.
Any successful poll resets the clock, so if the integration recovers at any point, future issues start at zero.
When your integration recovers, admins will receive an additional email, designating its healthy status.
Fixing a paused integration
The steps to fix your integration depend on the cause of the disconnection. This might be named in your email.
Open the email or the integration's card to see if there's a specific reason for the failure.
Resolve the underlying issue. For example:
If the credentials are no longer valid, reconnect or re-authenticate the integration with current credentials.
If the system is unreachable, confirm the endpoint or appliance is online and that Envoy can reach it, then let it come back online. Be sure to whitelist our IP addresses to allow the traffic on your network.
If you've done your due diligence and ensured your integration setup matches the required configuration listed in the install guide, reach out to our support team for more assistance.
Managing notifications
In general, we recommend enabling connectivity notifications at each location that uses a presence integration. This will help prevent pauses due to failures, as admins can act quickly.
These are located under Integrations> Settings in the Envoy dashboard.
