Troubleshooting

For common issues that apply to all connectors — authentication failures, syncs stuck or not progressing, no documents indexed, stale permissions — see Troubleshooting - Enterprise Search Connectors.Authentication fails or sync fails immediately with unauthorized

Symptoms: The Highspot connector cannot connect. Sync fails at start with an authentication or unauthorized error.

Possible causes:

1. Incorrect Client Key, Client Secret, or API Base URL

2. API access is not enabled for the Highspot instance

3. API Base URL host or version path does not match the tenant (Highspot API hosts vary by instance)

Resolution:

1. Re-copy the API URL, Client Key, and Client Secret from Highspot Settings → Developer → Basic and re-enter them in Simpplr.

2. Confirm with Highspot Support that REST API access is enabled for your instance.

3. Ensure the Base URL includes the correct host and version path for your tenant.

Spot-level permissions configured but users see too much or too little

Symptoms: With document-level security enabled, users see Spots they should not, or cannot see Spots they can open in Highspot.

Possible causes:

1. Impersonation is not enabled on the Highspot API client

2. Disable User Impersonation is still on in the connector settings

3. Permission sync has not completed since memberships changed

4. A user cannot be impersonated (skipped during permission sync)

Resolution:

1. Ask Highspot Support to enable Impersonation for the same API client used by the connector.

2. In Simpplr, turn Disable User Impersonation off

3. Wait for the next permission sync (typically within 12–24 hours) and full sync (typically within 4 hours), or trigger a manual full sync from Enterprise Search → Highspot → Status.

4. If only some users are wrong, confirm those users are active (not suspended) in Highspot and can be impersonated.

Fewer Spots or Items than expected

Symptoms: Sync succeeds but item count is much lower than the Highspot library size.

Possible causes:

1. Spot include/exclude filters or Exclude unofficial Spots are narrowing scope

2. When Spot-level permissions are off, the API-key user cannot see many Spots

3. Document age filter excludes older Items

Resolution:

1. Review Spot filters and the unofficial Spots toggle in connector setup.

2. If Spot-level permissions are off, use an API key from a user with broad Spot access, or enable Impersonation and Spot-level permissions.

3. Widen the document age filter if older Items should be searchable.

Frequently asked questions

Common questions about sync frequency, deletions, audience filters, and throttling are answered in Troubleshooting - Enterprise Search Connectors. Security, privacy, and data questions are answered in Data & Security - Enterprise Search Connectors.

Highspot-specific FAQs

Q1. What Highspot content does the connector index?
Spots and Items inside those Spots (files, documents, SmartPages, and similar Spot content). Pitches, analytics, and CRM integrations are not indexed.

Q2. Does Highspot support incremental sync?
No. Highspot uses full sync on a recurring schedule (every 4 hours) for creates, updates, and deletions. Permission sync runs separately every 24 hours when identities and Spot memberships need refreshing.

Q3. How do Spot-level permissions work?
When Impersonation is enabled and document-level security is on, each Spot (and its Items) is limited to users who can view that Spot in Highspot. When Impersonation is off, crawl follows the API-key user's access and indexed content is searchable by users with connector access — use Audiences to narrow discovery.

Q4. How soon do permission changes appear in search?
User and Spot membership changes are reflected after the next permission sync (typically within 24 hours). New or removed Spots/Items and document ACL refreshes follow the next full sync (typically within 4 hours). For sooner content refresh, run Sync now from the Status page.

Q5. Are unofficial or personal Spots indexed?
Yes by default. Turn on Exclude unofficial Spots in filters if you want only official Spots.

Q6. Can we connect more than one Highspot instance?
Yes — add another Highspot source in Enterprise Search with its own Connection Name, API Base URL, and credentials.

Q7. Why is the initial sync slow when Spot-level permissions are on?
Permission discovery walks active users to learn Spot memberships (Highspot has no Spot member-list API). Large user counts increase duration. Later full syncs still walk Spots and Items in scope; allow several hours on large tenants.