--- title: Troubleshooting Part 1 - Initial Checks, Logs and Data Gathering description: Typically with a SAFEQ Cloud implementation, any areas to troubleshoot surround the SAFEQ Cloud API integration.  After inserting the API details for the first time, the Intuitive integration may need --- [Skip to content](https://help.intuitivebusinessintelligence.com/troubleshooting-part-1-logs-and-data-gathering#main-content) English Show submenu for translations ![Intuitive logo RGB-1.png\]](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/Intuitive%20logo%20RGB-1.png?height=40&name=Intuitive%20logo%20RGB-1.png) Open main navigation Close main navigation - English Show submenu for translations - [Go to weareintuitive.com](https://weareintuitive.com/) [Go to weareintuitive.com](https://weareintuitive.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.intuitivebusinessintelligence.com/?hsLang=en) 2. [Intuitive for SAFEQ Cloud](https://help.intuitivebusinessintelligence.com/intuitive-for-safeq-cloud?hsLang=en) 3. [Intuitive Software Provisioning](https://help.intuitivebusinessintelligence.com/intuitive-for-safeq-cloud?hsLang=en#intuitive-software-provisioning) # Troubleshooting Part 1 - Initial Checks, Logs and Data Gathering Typically with a SAFEQ Cloud implementation, any areas to troubleshoot surround the SAFEQ Cloud API integration.  After inserting the API details for the first time, the Intuitive integration may need to be authorized in the SAFEQ Cloud interface.  To check this, first make a note of the Client ID in the Intuitive for SAFEQ Cloud connection. Next, login in to SAFEQ Cloud, open the Integrations, find the Client ID you noted earlier and check that there is a green tick next to the Endpoint ID matching your client ID.   ![](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/image-png-Sep-16-2024-01-28-58-5902-PM.png?width=1290&height=440&name=image-png-Sep-16-2024-01-28-58-5902-PM.png) ![](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/image-png-Sep-16-2024-02-11-08-9164-PM.png?width=1920&height=443&name=image-png-Sep-16-2024-02-11-08-9164-PM.png) If the ID is green, you can move on to the next step. Otherwise, if it is red, you will need to authorize the integration manually.  To do so, edit the endpoint by selecting the checkbox next to its ID, then select “Authorize Selected”   ![](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/image-png-Sep-16-2024-02-12-44-1816-PM.png?width=1613&height=255&name=image-png-Sep-16-2024-02-12-44-1816-PM.png) After authorizing the connection, you will need to force a refresh of the API connection. To do so, open ETL Management and refresh the connection “SAFEQ”.  If the authorization is green, we can check the log files to see if there’s any additional information. Opening the connection again, open the Activity Log.  ![](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/image-png-Sep-16-2024-02-13-22-1092-PM.png?width=452&height=444&name=image-png-Sep-16-2024-02-13-22-1092-PM.png) Whilst the contents of the log file may be unique to you, you may be able to infer some additional details from this stage.   Otherwise, we can also check the datafeed logs to see what messages are there too. Opening one of our feeds, we can open the Activity Log to see when the last successful import occurred on. If you are noticing that the feeds are refreshing correctly, one alternative is that there has been no data produced in SAFEQ Cloud since the last successful import.  ![](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/image-png-Sep-16-2024-02-14-20-3997-PM.png?width=456&height=445&name=image-png-Sep-16-2024-02-14-20-3997-PM.png) To check this, login to SAFEQ Cloud and locate print-related jobs that have occurred since the last successful import. If there have been no jobs, then there may have been no new API data to import since then. One area to confirm this, is to check the last available date in the User Profile dashboard. You can check the user activity drilldowns and grab the latest date from this screen.  ![](https://help.intuitivebusinessintelligence.com/hs-fs/hubfs/image-png-Sep-16-2024-02-27-47-3643-PM.png?width=673&height=177&name=image-png-Sep-16-2024-02-27-47-3643-PM.png) Otherwise, you may need to raise a ticket with Intuitive support to investigate. However, before doing so, we need to collate the information we obtained earlier, including, but not limited to:  - Screenshot of the Authorization status of the Client ID (Endpoint ID) - Confirmation that SAFEQ Cloud is currently licensed - Confirmation that SAFEQ Cloud is on version 3.40 or newer - The contents of the “SAFEQ” Connection Activity Log  - Copy to clipboard, export to TXT file - The contents of the Datafeed “Document History” Activity Log  - Copy to clipboard, export to TXT file - A screenshot of the last available timestamp from the User Profile dashboard   - [Intuitive Dashboards Core Software](https://help.intuitivebusinessintelligence.com/intuitive-dashboards-core-software?hsLang=en#main-content) - [Getting Started](https://help.intuitivebusinessintelligence.com/intuitive-dashboards-core-software?hsLang=en#getting-started) - [Viewing Dashboards](https://help.intuitivebusinessintelligence.com/intuitive-dashboards-core-software?hsLang=en#viewing-dashboards) - [Interacting with dashboards](https://help.intuitivebusinessintelligence.com/intuitive-dashboards-core-software?hsLang=en#interacting-with-dashboards) - 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