HRIS integrations: disconnect, reconnect and troubleshoot

Manage your HRIS integration connection, and understand what happens when you disconnect and reconnect your HRIS provider.

Availability: depends on your LearnUpon plan

This article applies to all supported HRIS integrations.

See the full list: Human resources (HRIS) integrations

Switching to a different account can require an admin to reconfigure some mappings, if the available custom fields differ.

What happens to existing learners after reconnecting

LearnUpon's synchonization includes:

• matching existing learners by email address. When the email address in your HRIS matches an existing LearnUpon user, LearnUpon updates that user with the latest HRIS data
• creating new accounts for users with unmatched email addresses. LearnUpon creates or invites them based on your invite configuration
• retaining user learning records in the user account. Course progress and completion records stay with the existing LearnUpon user profile

Before you disconnect

Before disconnecting your HRIS integration, complete the following checks.

1. Review your current field mappings, especially if you plan to connect a different HRIS account.
   • From the main navigation, go to Settings > Integrations > HR Integrations. 
   • Select your HRIS provider > Map your data. 
2. Confirm your HRIS credentials are available and easy to access. You need valid credentials to reconnect your provider. In this context, credentials refer to:
   • your HRIS admin account and password 
   • any company ID or equivalent
   • any client ID and client secret, or similar secure key
3. Verify your HRIS permissions. Make sure the service account or integration user still has the required permissions and the correct scopes available in your HRIS.

Disconnect your HRIS integration

1. From the main navigation, go to Settings > Integrations > HR Integrations.
2. Select your HRIS provider.
3. Select Disconnect.
4. In the confirmation dialog that opens, select Disconnect.

After disconnecting, the integration is no longer active. Your existing custom field mappings remain saved and are available when you reconnect the same HRIS account.

Reconnect your HRIS integration

To reconnect, follow the same setup steps used when connecting your provider for the first time. If you reconnect the same HRIS account, your existing custom field mappings remain in place.

See the full list: Human resources (HRIS) integrations

Next steps after reconnection

1. Review your field mappings if you changed HRIS accounts. If you reconnect the same HRIS account, no remapping is required. If you switch from one HRIS account or instance to another:
   • From main navigation go to Settings > Integrations > HR Integrations 
   • Reconfigure any mappings for custom fields that differ between the accounts
2. Run a manual sync. Select Sync to send your HRIS data to LearnUpon.
3. Review the results. The initial sync for HRIS integrations can take more than an hour to complete. After the sync finishes, check your users in LearnUpon to confirm the expected records were updated, created, or invited as expected.

Troubleshoot reconnection issues

Invalid credentials error

If you see an Invalid Credentials error after disconnecting and trying to reconnect, check the following conditions:

1. Verify your credentials. Confirm the username, password, token, tenant details, or other setup values are correct for your provider.
2. Check permissions in your HRIS. Make sure the integration user still has the permissions required by the HRIS provider. Review the associated HRIS documentation.
3. Retry the connection. Wait a few minutes and try again.

If the error continues after you verify credentials and permissions, contact LearnUpon Support and include your portal name, HRIS provider, and a screenshot of the error.

Sync completes but users are missing

When you have users missing from LearnUpon's portal:

• confirm the users are active in your HRIS. The integrations do not synchronize disabled accounts
• check that the admin for your HRIS holds the required permissions to reconnect and sync learner data
• in certain HRIS integrations, the HRIS controls the synchronization timing. Newly added users can take until the next day to appear in LearnUpon. Running another sync a few hours later may work, depending on the HRIS provider
• For BambooHR and Personio, typically running a sync immediately after adding an employee to the HRIS displays new users and data
• For HRIS integrations with an SFTP connection, upload a new SFTP report from your HRIS to trigger a LearnUpon sync. The update can take a few minutes to 1+ hour, depending on the report size and number of employees

Mapped custom field data is not appearing

Mapping fields and values between the HRIS and LearnUpon requires exact matches.

• Check that the LearnUpon custom user data fields are mapped to the correct HRIS fields
• For dropdown fields, make sure the values in LearnUpon match the values in your HRIS exactly

If a required HRIS field is not available for mapping, contact your Customer Success Manager or LearnUpon Support.

See:

• Knowledge Base: Human Resources (HRIS) integrations
• Custom user data: set up custom fields
• Dynamic rules: group users by their email domain, creation date or custom user data
• Custom user data and dynamic rules: editing options