If you’re noticing some of your hardware assets aren't syncing into Lifecycle Manager—and you believe they should be—you may need to adjust your sync settings. This article describes the required steps to ensure that all hardware assets are syncing into Lifecycle Manager.

Before we start

Search by serial number - First, we recommend searching for the serial number of the device you are looking for on the Hardware page. In many cases, assets may appear as duplicate entries to another asset whose serial number is the same. If the serial number isn't found when searching, proceed to the next section, detailing the most likely culprit:

Solving missing assets

Option 1: Check Sync Settings (most likely)

99% of the time, if a hardware asset is missing from our sync, it's caused by a missing setting in your integration sync settings resulting in either missing hardware configs or an entire missing client. 

Here's how you can confirm that:

1. Identify the integration the asset should be syncing from e.g. IT Glue
2. Go to this integration and take a full page screenshot of the missing asset/configuration [screenshot A]
3. Go to this integration and take a full page screenshot of the client that missing asset in assigned to [screenshot B]
4. On the Integrations page, click the identified integration name to open the Sync Settings for that integration - these settings control what syncs to our app from that integration
5. Depending on the type of integration, you will see various settings including:
   • Configuration Status (hardware)
   • Configuration Type (hardware)
   • Company / Organization Type (client)
   • Company / Organization Status (client)
   • Filtering for asset's RMM last check-in date (hardware)
   • Option to sync hardware assets that don't have a serial number (hardware)
6. Compare the sync settings to screenshot A from step 2 above. Adjust the sync settings as needed until they fully match the details in screenshot A
   • Example: If Configuration Type / Status are options in your sync settings, are the sync settings matching what's showing in screenshot A?
   • Example: If last check-in date filtering is an option, are the sync settings set up to sync in this asset based on last RMM check-in date?
   • Example: Does this asset have a serial number reporting in the integration? If not, the option to sync hardware without a serial may be preventing it from syncing.
7. If everything is ok with the Configuration, there may be issues at the client-level. Compare the sync settings to screenshot B from step 3 above. Adjust the sync settings as needed until they fully match the details in screenshot B
   • Example: If Company Type / Status are options in your sync settings, are the sync settings matching what's showing in screenshot B?
8. Once sync settings are fully matched up, scroll down on the sync settings and click Save - this will trigger a manual sync for that integration
9. Once the sync is complete (track the status on the Integrations page), your missing hardware assets should appear in Lifecycle Manager ✅

Option 2: Check Integration status

1. Identify the integration the asset should be syncing from e.g. IT Glue
2. On the Integrations page, check if this integration is successful or check the last date it synced
   • If there are sync failures, note the reason and try to resolve (if a credential error), or open a ticket with us instead
3. On the Issues page, check if there are any errors relating to that integration that might be causing failures
   • If there are clear resolution steps, try to resolve yourself, or open a ticket with us if unclear

Still running into challenges?

We're happy to help! Please open a ticket with us at support@scalepad.com - please provide both screenshot A and B (step 2 + 3 in the sync settings section) as part of your request.