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This page covers the most common issues you may encounter in MSP Recapp and the steps to resolve them. If a problem persists after following the steps below, contact support from the Support page inside the app or visit app.msprecapp.com/support.
For audit-trail purposes, many corrective actions (such as re-saving credentials or changing settings) are recorded in the Security > Audit Log.
An error status on an integration usually means the saved credentials are no longer valid or have been changed in the source tool.Steps to resolve:
  1. Go to Integrations and open the affected integration.
  2. Review the error message shown on the integration card.
  3. Click the three-dot menu on the integration card and select Settings, then re-enter the API key or credentials.
  4. Save the integration. The status should update on the next sync.
If the credentials are correct and the error persists, check whether the API user in the source tool has the required permissions.
An authentication error during sync means the API key or token used by the integration has expired or been revoked in the source tool.Steps to resolve:
  1. Log in to the source tool (e.g., ConnectWise Manage or HaloPSA).
  2. Regenerate or create a new API key for the MSP Recapp integration user.
  3. Return to MSP Recapp, open the integration, and update the credentials with the new key.
  4. Save and trigger a new sync to confirm the issue is resolved.
If a sync completes without error but no devices appear (or fewer devices than expected), check the following:
  1. Confirm the integration is enabled — disabled integrations do not sync.
  2. Verify that the sync was actually triggered after enabling the integration. A sync does not run automatically when you enable or save an integration.
  3. Check that the API user in the source tool has permission to list devices/assets.
  4. If you recently used Clear All Devices in Settings, you need to trigger a new sync to repopulate device records.
Unmapped companies are integration companies that have not been linked to an internal organization in MSP Recapp.Steps to resolve:
  1. Go to Organizations in the main navigation.
  2. Open the Unmapped tab to see all companies awaiting mapping.
  3. For each company, either map it to an existing organization or create a new organization for it.
Reports and coverage gap analysis only include data for mapped organizations, so completing this step is important for accurate results.
This error appears when you are on the Free plan and have not yet connected an external PostgreSQL database.Steps to resolve:
  1. Go to Settings > Database.
  2. Enable the Use External Database toggle.
  3. Enter your PostgreSQL connection details and test the connection.
  4. Initialize the schema, then save.
See Connecting your own database for the full setup walkthrough.
If the connection test in Settings > Database returns an error, work through the following checklist:
  • Host — Make sure the host does not include a protocol prefix (postgresql://). Enter only the hostname, for example db.xxxx.supabase.co.
  • Port — The default PostgreSQL port is 5432. Verify your provider uses the same port.
  • Username and password — Copy these directly from your database provider’s dashboard to avoid typos.
  • Firewall / allowlist — Some providers (such as Supabase) restrict connections by IP address by default. Add the MSP Recapp server IP, or temporarily set the allowlist to allow all connections to test.
  • SSL — MSP Recapp connects with sslmode=require. Ensure your database accepts SSL connections.
If you see a prompt to set up multi-factor authentication when logging in, your workspace administrator has enabled Require MFA for all users.Steps to resolve:
  1. Download an authenticator app such as Google Authenticator, Authy, or 1Password on your device.
  2. Follow the on-screen prompts to scan the QR code and enter the verification code to confirm setup.
  3. Save your backup codes in a secure location.
Once MFA is configured, you will use your authenticator app for all future logins. If you have lost access to your authenticator app, contact your workspace Admin to reset your MFA.
Invite emails are sent immediately when an Admin clicks Send Invitation, but delivery can occasionally be delayed.Steps to resolve:
  1. Ask the user to check their spam or junk folder — invitation emails can be filtered by some mail providers.
  2. If the email is not in spam, go to Users > Pending in MSP Recapp and find the invitation.
  3. Click the resend (refresh) icon on the invitation card to send the email again.
  4. If resending fails or the invite has expired, cancel the invitation and create a new one.
A blank or empty report is usually caused by one of two things: integrations have not been synced, or organizations are not mapped.Steps to resolve:
  1. Go to Integrations and verify that at least one integration is enabled and has been synced recently. Trigger a sync if needed.
  2. Go to Organizations > Unmapped and map any unmapped companies to organizations.
  3. Return to the Reports page and regenerate the report.
If the report still shows no data after syncing and mapping, check that the integration returned device records — open the integration card and look at the device count shown after the last sync.