Status

Fix Deployed to ConnectWise Cloud: ConnectWise have confirmed that a fix has been deployed to ConnectWise cloud servers. We have validated the fix is effective.


Version Affected

ConnectWise Manage Version v2019.1 


Issue

When first connecting to Wise-Sync, and error is displayed indicating that Wise-Sync was unable to connect. 


The remote server returned an error: (401) Unauthorized.


The underlying issue is being when making a call to the ConnectWise REST APIs.


What have we done about it?

We have provided detailed analysis to ConnectWise, which indicates that the issue is related to the additional requirements to pass the specified clientID to ConnectWise as part of the application identification requirements which came into effect on 1/1/19. As a result some of these requests are returning a 401 error.


We are continuing to work with ConnectWise to provide information as required so that they can identify the root cause.


Fix

(Cloud Only) 


New REST API Key will need to be generated now the issue has been resolved by ConnectWise. As this is a requirement for the migration of all API's to rest.


Please refer to this article to do this: FAQ - How to create REST API Keys for a ConnectWise Member


Workaround

(On-Premise only)


Unfortunately, we don't have a turn around time yet on when the the patch will be released, we're still working with ConnectWise.


The current workaround to remove the API Keys from the Wise-Sync User > ConnectWise API Member. 

Removing the key will revert to the use of previous authentication methods of the member credentials saved which must be valid for the sync to function.


Please note: When the patch is released, you will need to regenerate new API Keys.
Refer: FAQ - How to create REST API Keys for a ConnectWise Member 



ConnectWise Ticket: #11380048

Date Reported: 3rd January, 2019 @1120 AEDT


Note: ConnectWise Platform Support is provided 8AM - 5PM EST (US Eastern). Updates are not provided by ConnectWise outside of these operational hours.



Updates

3 January 2019  @1120 AEDT   Initial Issue Reported
Logged ticket with ConnectWise
Gathering additional information
 3 January 2019  @1145 AEDT      
Confirmed that the issue is not affecting ConnectWise development staging sites. 
 3 January 2019  @1156 AEDT      
Some partners are reporting connections as being successful.
 4 January 2019 @ 0412 AEDTConnectWise platform responded advising no issues reported by Cloud Team.
 5 January 2019 @ 0905 AEDT    Confirmed with ConnectWise Platform that issue is still occurring contrary to non-report.
 7 January 2019 @ 0805 AEDTConfirmed partners still impacted, work around established.
 7 January 2019 @ 1000 AEDT            Provided detailed analysis showing ConnectWise Application failure. Wise-Sync ClientID being intermittently returned as Incorrect or Disabled. 
8 January 2019 @ 0855 AEDTConnectWise have confirmed that they are still investigating the root cause.
9 January 2019 @ 0854 AEDT        ConnectWise have confirmed that they are investigating but require more information to allow isolation of the issue.
9 January 2019 @ 0955 AEDTWise-Sync confirmed details of 60 partners who reported the issue for log inspection to be completed.
10 January 2019 @ 0429 AEDTConnectWise have confirmed that they have identified the issue within their infrastructure and are working on a emergency fix.
10 January 2019 @ 0636 AEDTConnectWise have confirmed that they have released an emergency fix for verification.
10 January 2019 @ 1100 AEDTSelect Partners API keys are being reinstated to allow verification that the fix is effective.
11 January 2019 @ 1530 AEDTIssue has been resolved by ConnectWise for Cloud Only
15 January 2019 @ 12:52 AEDT
Issue has been reported with ConnectWise On-Premise partners.
15 January 2019 @ 1319 AEDTPatch requested for On-Premise partners
19 January 2019 @ 0122 AEDTConnectWise have advised that a patch has been deployed to the impacted components. Waiting affected partner verfication.