This article explains how to investigate a failed Everbridge integration when you receive an error email or see an integration run marked as failed. Use these steps to locate the failed job, review its details, and gather the right information if you need to contact Everbridge Support.
Overview
When you receive an email that an integration has failed, it means a configured integration run encountered an unexpected error at the listed integration start time and the upload or sync did not complete. The notification includes your Organization Id, the integration start time, and a link to your Everbridge account. You must log into your Everbridge account to see the full upload or result details for that run.
Steps to investigate a failed integration
1. Locate the failing integration and specific run
From a general integration failure email
- Log into your Everbridge account.
- Go to Settings > Organization > Contacts and Groups > Contact and Group Integrations.
- Open the specific integration referenced in the email (for example, a Workday Report integration).
- View the integration’s recent runs or upload results; the record shows run timestamps and success or failure status.
From Everbridge 360 integration emails
If the email comes from Everbridge 360 and only shows “An unexpected error occurred,” open the integration’s execution history in Everbridge 360 and inspect the specific failed run. The execution history surfaces status messages for each execution.
2. Review execution history and error details
Use execution history and contact integration diagnostics
For Everbridge 360 integrations, the execution history can show status messages such as:
- Data extraction was aborted – often indicating a timeout during extraction.
- Workday Report seems to be unavailable – indicating a connectivity or availability issue with the external source.
For contact-related jobs, use the Contact Integration feature in Everbridge Suite to view additional diagnostic details about integration jobs; this feature often provides runtime information needed to understand failures.
Check for transient versus ongoing issues
After identifying the failed run, compare it to subsequent runs:
- If the record shows that only the run at the reported time failed but later scheduled runs completed successfully, the issue was likely transient and may not require further action.
- If the integration continues to fail on successive runs, you should review the integration configuration and the most recent upload or result details in the portal and follow the portal’s troubleshooting guidance for that integration.
3. Verify external systems and authentication
Some failures reflect problems outside Everbridge:
- If you see a message such as Workday Report seems to be unavailable, investigate connectivity or availability issues with the external system providing the data (for example, Workday).
- If your integration uses API authentication, verify the API configuration and credentials, because authentication problems can result in non-specific failures such as “An unexpected error occurred.”
- If your external job logs show messages such as a SQL Server “session is in the kill state” without clear Everbridge-side errors, be aware this may indicate a database or server issue in your own environment rather than within Everbridge.
4. Capture diagnostics for Everbridge Support
If the user interface does not provide enough diagnostic detail to resolve the issue, collect additional information before contacting support:
- Capture a HAR (HTTP Archive) file from your browser while reproducing or viewing the failing integration run so Everbridge Engineering can inspect request and response details. For instructions, see the Everbridge article EBS – Generating a HAR File for Tracking Information Between a Web Browser and Website.
- Export or save any relevant job logs or error messages from your external systems (for example, SQL Server logs that reference the integration job).
- Allow Everbridge Technical Support access to your Everbridge environment so they can run deeper diagnostics using the Contact Integration feature and other tools.
Providing execution history screenshots, integration run timestamps, error messages, HAR files, and relevant external logs will help support identify whether the issue is in Everbridge or an external system and speed up resolution.