If you're seeing an "InvalidObject" or "contact object is invalid" error when CloudRadial attempts to sync a Support PIN to a ConnectWise contact, this article explains what causes it and how to resolve it.
Symptoms
When CloudRadial attempts to update a contact in ConnectWise - for example, when syncing a Support PIN - the ConnectWise API returns the following error:The Support PIN will fail to save to the contact record in ConnectWise, and the user may see an error message in CloudRadial.
Cause
ConnectWise API enforces a uniqueness rule on contacts within the same company - no two contacts can share the same first name, last name, and default email address. This can cause unexpected behavior with the API and the contacts in the PSA.
This typically happens when:
- A contact was manually re-created in ConnectWise instead of reactivating the original record
- A contact was imported more than once from an external source (e.g., Office 365 sync, CSV import)
- An inactive contact exists with the same name and email as an active one
Solution
Option 1: Edit one of the duplicate contacts
- Open ConnectWise Manage and navigate to Companies > Contacts
- Search for the contact by name or email
- Identify the duplicate entries - there will be at least two contacts with the same name and default email under the same company
- Edit one of the duplicates so it no longer matches:
- Change the first or last name slightly (e.g., add a middle initial or suffix)
- Or change the default email address to a different address
- Save the contact in ConnectWise
- Retry the Support PIN sync from CloudRadial
Option 2: Delete or deactivate the inactive duplicate
- Open ConnectWise Manage and navigate to Companies > Contacts
- Search for the contact by name or email
- Identify which contact is the inactive or outdated duplicate
- Either delete the duplicate contact entirely or mark it as Inactive
- Save the changes in ConnectWise
- Retry the Support PIN sync from CloudRadial
How to identify the correct contact
- Check the last login date or last activity on each contact - the more recently active one is likely the correct record
- Compare the PSA Contact ID shown in CloudRadial with the contact IDs in ConnectWise
- Look at the status field - one may already be marked as Inactive
- Review ticket history - the contact with more recent tickets is typically the one to keep
Prevention
To avoid this issue in the future:
- When a user needs to be re-added to ConnectWise, reactivate the existing contact rather than creating a new one
- Periodically audit contacts in ConnectWise for duplicates, especially after bulk imports or Office 365 syncs
- Before importing contacts from external sources, check for existing records with matching names and emails
Still Having Issues?
If you have resolved the duplicate contact and are still experiencing errors syncing Support PINs, connect with an expert for additional assistance.
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