Integration FAQ

What do I do if my Credentials are not working?

Main reasons why Credentials are not working: the provider gave you the incorrect Credentials; our API’s IP is not whitelisted

What do I do if specific data is missing?

First, make sure that the data was synced.

Then, report the problem to Backstage Support indicating as much information as possible, including examples of missing data.

What do I do if the preview indicates that there is no data?

First, check that the credentials have been saved and they are correct. Then confirm that there is already data in the endpoint(s) and that you have access to it. If you can't still get data, please contact Backstage Support.

I confirmed that there are photos, why do I get 0 in the preview?

You need to have synced participants/presenters before previewing or syncing photos. The photos sync requires the corresponding data to be available in Backstage. If you can't still get photos, please contact Backstage Support.

I confirmed that there are sessions registrations, why do I get 0 in the preview?

You need to have synced participants and sessions before previewing or syncing sessions registrations. The sessions registrations sync requires the corresponding data to be available in Backstage. If you can't still get sessions registrations, please contact Backstage Support.

What do I do if there are some participants in the API that do not need to be imported in Backstage?

You can ask the provider to set the participant's ID (field mapped to fp_ext_id in Backstage) as blank ; or to use the same participant's ID for all participants who should not be imported. The API will not import participants records with blank or duplicated fp_ext_id (those records will show in a separate "Duplicated Ids (failed)" tab of the data preview).