Overview

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 with a HubSpot service key

Symptoms: Sync fails immediately, or validation rejects the configuration.

Possible causes:

1. The service key was copied incorrectly, revoked, or rotated without updating Simpplr.

2. Required scopes were not granted on the service key.

3. The configured Portal ID does not match the HubSpot account for that service key.

Resolution:

1. In HubSpot, open Development → Keys → Service keys and confirm the key is active and includes the scopes listed on Setup - Hubspot.

2. Confirm Portal ID under Settings → Account Defaults → Account ID matches the value configured in Simpplr.

3. If the key was rotated, paste the new service key into the connector configuration and save before the old key expires.

Fewer records than expected after full sync

Symptoms: Sync completes successfully, but the indexed count is much lower than the HubSpot portal volume.

Possible causes:

1. The default “created within last 2 years” filter excludes older records.

2. Object types are limited.

3. Title/subject or owner email filters exclude records.

4. Some records were skipped because HubSpot permission lookup failed for those records (those records are not indexed with open access).

Resolution:

1. Review filters and object-type selection on the connector configuration.

2. Widen or clear the age window if older CRM history must be searchable.

3. Check the connector Status page for per-record permission errors, then re-run sync after HubSpot API health recovers.

Deleted HubSpot records still appear in search

Symptoms: A contact, company, deal, or ticket deleted in HubSpot is still findable in Simpplr.

Possible causes:

1. Incremental sync does not remove deletions for this connector. Deletions are reconciled on full sync.

Resolution:

1. Wait for the next scheduled full sync (weekly), or go to Enterprise Search → Hubspot → Status and run a manual full sync.

User can see a record in HubSpot but not in Simpplr (or the reverse after a role change)

Symptoms: Search visibility does not match HubSpot View access after a permission change.

Possible causes:

1. The change has not yet been picked up by incremental sync (about 1 hour) or permission sync (about 1 hour).

2. A role or team permission change did not update the record's last-modified time, so it waits for full sync (about 1 week).

Resolution:

1. Wait for the next incremental or permission sync, or run a manual full sync if silent ACL drift is suspected.

2. See latency details on Permissions & Security - Hubspot.

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.

Q1. Which HubSpot content types are indexed?
Contacts, companies, deals, and tickets are indexed by default. File Manager files, custom objects, Marketing Hub assets, and Conversations are not indexed.

Q2. How long until a new or updated CRM record appears in search?
Typically within about 1 hour (next incremental sync). Deletions and some silent permission changes wait for the next full sync (about 1 week), unless you run a manual full sync.

Q3. Can one connector index multiple HubSpot accounts?
No. Configure one Hubspot connector instance per HubSpot account (portal), each with its own Portal ID and service key.

Q4. What HubSpot role is required to create the service key?
A Super Admin, or a user with Developer tools access, must create and manage the service key.

Q5. What happens when we rotate the service key?
Update the Service key field in Simpplr with the new value before the old key expires. HubSpot supports rotating with immediate expiry or a 7-day overlap. Confirm the next sync succeeds after the update.