When a connection stops working

This article is for anyone whose InfraNest connection to a provider (like Cloudflare, Hetzner or DigitalOcean) has started failing, and who wants to understand what's happening and how to fix it.

#Overview

• When a sync to one of your provider accounts starts failing, InfraNest opens a single incident for that connection rather than spamming you with every failed attempt.
• It tells the difference between a key that's been rejected (which needs you to act) and a provider having a temporary problem (which usually clears on its own).
• One connection means one incident, even if it affects several things at once — a single key covering DNS, domains and certificates only ever produces one alert.

#What you'll receive

1. One email when it opens. It explains what broke in plain words, whether you need to do anything, what data is now out of date, and how long it's been failing.
2. Occasional reminders if it stays broken — roughly after an hour, then six hours, then once a day. These are headed "is still failing" so you can tell them apart from a new problem.
3. One email when it recovers, telling you how long it was down. InfraNest waits until the connection has stayed healthy before sending this, so a flaky provider doesn't trigger a flood of broken/fixed messages.

The bell inside InfraNest and the banner on the connection's page always show the current state, even if no email has been sent.

#When syncing stops completely

Some situations stop syncing until you act:

• The connection is Disabled.
• Its key isn't verified.
• It needs reconnecting — the provider stopped accepting InfraNest's access.
• The provider refused the key twice in a row, so InfraNest stops using it and checks once a day until it works again.
• Syncing is paused because nobody has used the workspace in a while (free plans only — opening InfraNest starts it again right away).

When this happens, the affected domains, DNS zones, servers, volumes, load balancers, firewalls and networks stay where they are — nothing is deleted. But they stop updating:

• In a list, the row shows "Not syncing · last synced 3 days ago". Hover to see why.
• On the detail page, a banner explains what happened, with a button to fix it: Enable integration, Update key, or Reconnect.

NoteA domain can renew at the registrar while its connection is off, and InfraNest won't see it right away. Expiry warnings still show, but they're marked as possibly out of date until the connection is fixed.

#See what's wrong

1. Open Integrations.
2. Pick the connection that's having trouble.
3. Read the banner at the top of the page. It explains:
   • what happened, for example "Cloudflare stopped accepting the sign-in for Main account";
   • what it means — what's out of date, and that your actual services at the provider aren't affected;
   • anything paused because of it;
   • one button to fix it: Sign in to Cloudflare again, Update the API key, or a step-by-step Fix.

4. If you need the provider's own error message (for example, to show support), open Technical details.

#Fix a rejected key

1. Open the account — click its name, or choose Manage from its ⋯ menu.
2. Go to the Account tab.
3. Choose Update the API key and paste the new key into Connection details. If you connected this account by signing in, choose Sign in to … again instead (also available as Reconnect in the ⋯ menu).
4. Wait for the next sync — the incident closes itself automatically once it succeeds, no further action needed.

WarningA replacement key must belong to the same provider account. If it belongs to a different account, InfraNest will refuse to save it so your domains and servers don't get relinked to the wrong place. To manage a different account, connect it as a new integration instead.

#Mute or unmute the emails

1. To stop emails for a day, click Mute for 24 hours in the alert email, or open the account's Account tab and use the button in the Alerts panel.
2. To bring emails back early, open the same Alerts panel — it shows how long the mute has left, with an Unmute button.
3. To turn error emails off permanently, use the dedicated switch in the Alerts panel. In-app alerts (the bell and the banner) still appear either way.

#Tips

TipMuting a connection mutes both halves of the conversation — you won't get the "recovered" email either, so remember to check back.

• The mute is per connection, not per provider — two accounts with the same provider are muted separately.
• If you're signed in to the wrong account in your browser when you click Reconnect, InfraNest will tell you and change nothing, keeping your domains and servers linked to the original account.

#Troubleshooting

• "The provider is having an outage" — this isn't something you need to fix. InfraNest keeps retrying automatically and the message clears once the provider recovers. If your key really was revoked, InfraNest still checks it separately, so that won't be missed.
• No email arrived for a short failure — this is expected. Brief provider hiccups often clear before InfraNest would have sent anything, by design.
• The connection says "Not syncing" — check the banner on the connection's page for the exact reason and the one button that fixes it.