Common ATS Troubleshooting Issues and Solutions

When syncing candidate information from Vivian to your ATS (Application Tracking System), each integration has their own needs and quirks that Vivian may not be able to account for every time a candidate has been synced.

Below are a few common reason why a candidate may not have been synced to your ATS platform.

• You updated your ATS credentials - Vivian is only able to sync candidates to your ATS platform if we still have valid credentials. If, for any reason, you have updated important details such as the API key, username, password, added or changed the multi-factor authentication (MFA or 2FA), etc. we would need to receive all of the relevant updated information so we can resume syncing candidates to your ATS.
  
  
• You remapped specialties or disciplines on your ATS - When you remap a specialty or discipline, those updates are not automatically reported to Vivian or our working teams. If you've changed a specialty from "ER" to "Emergency Room", for example, we would need to know about those changes if they are preventing candidates from syncing to your ATS.
  
  We would recommend you send us a spreadsheet or document detailing all of the changes you've made so we can efficiently match those changes for your ATS platform. Please also make sure all changes are formatted correctly with correct capitalization and/or spacing. If we use the incorrect format such as recruiterFirstName instead of recruiterFirstname, the ATS syncs may continue to malfunction and it could take us additional time to identify the issue. 
  
  
• Candidate details - When a candidate is synced from Vivian to your ATS, depending on your ATS' behavior, the candidate may get synced as a duplicate or update existing candidate information that already exists in your ATS.
  
  If there is a candidate that already exists in your ATS but forgot their account details and creates a new Vivian account, your ATS may create a new entry with that new email address or reject them as a duplicate because their other details such as name, location, and specialty are the same. Your ATS might also instead update an existing candidate that has the same name with the updated email address.
  
  Unfortunately, it's difficult to account for all of the behaviors of every ATS platform and we may not get it right every time. In edge cases where you find a candidate wasn't properly synced, we recommend you manually update that candidate.
  
  
• Sync request didn't register with ATS - When a recruiter clicks on the ATS Sync button, on rare occasion, your ATS may not always register the request to sync the candidate. If you've recently clicked the Sync button but aren't seeing results, we recommend waiting about 15 minutes before clicking the sync button again. Once it has been clicked, it can take anywhere from 15 to about 25 minutes for that candidate to get synced to your ATS platform. 
  
  
• Lack of engagement - Even though a candidate may have shown interest in a position through an application they've submitted, we will still require that recruiters engage with candidates before we allow syncing their candidate information. If the recruiter sends a proposal to a candidate, that candidate would need to first fill out an application for the position the recruiter proposed in order for candidate contact information to be available. 
  
  
• Admin logged in as recruiter - If you're an admin and you're trying to sync a candidate while you're logged in as one of your recruiters, keep in mind that admins are not able to perform user-facing actions or initiate ATS syncs. You may need to directly ask the recruiter if they could sync the candidate's details to your ATS platform. 

If you've followed the troubleshooting solutions above, please feel free to reach out to our technical support team so we may take a closer look for you. When you contact the Technical Support team about ATS sync issues, please try to have the conversation ID or the email address of the candidate and recruiter in question so we may take a closer look. If you have the date and time when you last attempted an ATS sync, that would be helpful information for us as well.