CRM Systems — Troubleshooting

Error: "CRM authorization has expired. Log in again"

Message: CRM authorization has expired. Log in again.

What it means: The token or session linking Lightlead to your CRM (Kommo, Bitrix24, HubSpot, etc.) is no longer valid.

Possible causes:

• The token's standard lifetime expired
• You changed your CRM password
• The CRM administrator changed the integration settings or revoked access
• The CRM domain changed (e.g., from company.amocrm.ru to company.kommo.com)

What to do:

1. Go to "Integrations" → select the CRM connection
2. Click "Reconnect"
3. Enter current credentials or confirm OAuth access
4. Make sure the CRM domain is correct
5. Wait for the "Connection active" message

Retry the run: yes

Reconnection required: yes

When to contact support: If reconnection succeeds but the error reappears a few minutes later, or if the "Reconnect" button doesn't respond.

What to send: CRM name, CRM domain, error time, time of the last successful connection, screenshot of the error.

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Error: "Pipeline not found. It may have been deleted or renamed"

Message: Pipeline not found. It may have been deleted or renamed.

What it means: The sales pipeline specified in the report or integration settings no longer exists in the CRM.

Possible causes:

• The pipeline was deleted by the CRM administrator
• The pipeline was renamed, but Lightlead's settings still have the old name
• The pipeline was archived
• The pipeline structure in the CRM changed

What to do:

1. Log in to the CRM and check the list of pipelines under "Settings" or "Pipelines"
2. Find the needed pipeline by its new name or in the archive
3. If the pipeline was permanently deleted — use a different pipeline in the report
4. Update the pipeline selection in the report settings in Lightlead
5. Save the report and restart it

Retry the run: yes

Reconnection required: no (unless access was revoked along with the pipeline deletion)

When to contact support: If the pipeline exists in the CRM and is accessible, but Lightlead doesn't see it in the dropdown list.

What to send: CRM name, pipeline name, pipeline ID (if known), screenshot of the pipeline list from the CRM, error time, screenshot of the error.

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Error: "Custom field not found in CRM"

Message: Custom field not found in CRM. Check the name and access permissions.

What it means: The custom field specified in the report settings (e.g., for mapping or filtering) was not found in the CRM.

Possible causes:

• The custom field was deleted from the CRM by an administrator
• The field was renamed
• The field exists but isn't attached to the selected entity (deal vs. contact vs. company)
• The CRM API returns the field with a different internal ID or name than what's shown in the interface
• The connected user doesn't have permission to read this field

What to do:

1. Log in to the CRM and check the list of custom fields for the relevant entity
2. Find the field by its new name or check whether it was deleted
3. Copy the exact field name and paste it into Lightlead's settings
4. If the field's API ID is used — check that the ID didn't change during a CRM update
5. Make sure the field is active (not archived/hidden)

Retry the run: yes

Reconnection required: no

When to contact support: If the field exists, is active, the name was copied exactly, but Lightlead still can't find it, or if the field is used for critical data mapping.

What to send: CRM name, entity (deal/contact/company), custom field name, field API ID (if known), screenshot of the field from the CRM, error time, screenshot of the error.

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Error: "Deal limit exceeded. Data loaded incompletely"

Message: Deal limit exceeded. Data loaded incompletely.

What it means: The number of deals requested from the CRM for the selected period exceeded the limit set either by the Lightlead plan or by the CRM's own API restrictions.

Possible causes:

• The period is too large (a year or more) with high activity
• The Lightlead plan has a limit on the number of records that can be exported
• The CRM API paginates with a limit on the number of records per request
• Several parallel requests to the CRM at the same time

What to do:

1. Narrow the date range — split the report into several (e.g., by quarter)
2. Add filters by deal status to exclude irrelevant ones
3. Use a filter by responsible manager to split the report into parts
4. Check your Lightlead plan — you may need to upgrade
5. If the limit is on the CRM side — contact the CRM administrator to raise it

Retry the run: yes (with a narrower range)

Reconnection required: no

When to contact support: If you narrowed the range to 1 month and the error persists, or if your deal volume is small but the limit is still exceeded.

What to send: CRM name, date range in the report, approximate number of deals in the period, your plan, error time, screenshot of the error.

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Error: "Webhook isn't responding. Check the URL and server availability"

Message: Webhook isn't responding. Check the URL and server availability.

What it means: Lightlead sent data via webhook to the specified URL, but the target server didn't respond within the allowed time or returned an error.

Possible causes:

• The webhook URL has an error or typo
• The target server is down or unreachable from the external network
• The target server requires authentication that isn't configured in Lightlead
• The server returned an HTTP error code (4xx or 5xx)
• A firewall or geo-blocking prevents connections from Lightlead's servers

What to do:

1. Copy the webhook URL from the settings and open it in a browser (if it's a GET endpoint) or test it via Postman/cURL
2. Make sure the URL starts with https:// (most integrations require HTTPS)
3. Check whether the server requires additional headers (Authorization, API-Key)
4. Make sure the server is reachable from the external network (not localhost or an internal IP)
5. Check the server logs for errors when receiving requests from Lightlead

Retry the run: yes (after fixing the URL)

Reconnection required: no

When to contact support: If the URL is correct, the server is reachable (returns 200 OK on a test request), but Lightlead still reports a webhook error.

What to send: Webhook URL, request method (GET/POST), HTTP status returned by the server, server logs (if any), error time, screenshot of the error.

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Error: "Failed to sync CRM data. Version conflict"

Message: Failed to sync CRM data. Version conflict.

What it means: During synchronization, the system detected that the data in the CRM changed since the export started. It can't guarantee data integrity and aborts the operation.

Possible causes:

• A CRM user is actively editing deals at the time of synchronization
• Two synchronization processes are running at once (from Lightlead and, say, another tool)
• The CRM is updating internal indexes or running background tasks
• An automation inside the CRM is changing data during the export

What to do:

1. Wait for background processes in the CRM to finish
2. Make sure no one on the team is bulk-editing deals
3. Disable temporary automations in the CRM if active (e.g., bulk field updates)
4. Restart the sync after 5–10 minutes
5. For recurring syncs — pick a time of minimal activity (e.g., at night)

Retry the run: yes (after 5–10 minutes)

Reconnection required: no

When to contact support: If the conflict occurs on every sync attempt, even outside business hours and with no active CRM users.

What to send: CRM name, sync time, date range, number of records being synced, list of active automations in the CRM (if many), error time, screenshot of the error.