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.

API token expired — sync failing with authentication error

Symptoms: Sync fails immediately with an authentication or "401 Unauthorized" error. No documents are indexed during the failed sync.

Possible causes:

1. The API token has expired (maximum validity is 2 years).

2. The token was manually revoked or regenerated in Kontainer.

3. The integration user's account was deactivated in Kontainer.

Resolution:

1. Log in to Kontainer as an administrator and go to Settings → Configuration → API.

2. Generate a new API token for the integration user.

3. In Simpplr, go to Manage Features → Enterprise Search → Kontainer → Edit configuration and update the API Token field with the new value.

4. Save the configuration and verify the connector resumes syncing.

DAM content missing from search results

Symptoms: Expected DAM files are not appearing in search results, or results are fewer than expected.

Possible causes:

1. DAM ingestion is disabled (the DAM object type toggle is off in connector filters).

2. The file's parent folder is outside the configured DAM folder scope (include/exclude filters).

3. The API token user does not have Download access on the file's parent folder in Kontainer.

4. The file was recently uploaded — wait up to 1 hour for the next incremental sync.

5. The user searching does not have access to that folder in Kontainer (when document-level security is enabled).

Resolution:

1. In Simpplr, go to Enterprise Search → Kontainer → Filters and confirm the DAM toggle is enabled.

2. Check the folder scope filters — ensure the file's folder is not excluded and, if include filters are set, that the folder is included.

3. In Kontainer, verify the integration user has Download permission on the folder.

4. If document-level security is enabled, verify the searching user has access to the folder in Kontainer.

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.

Kontainer-specific FAQs

Q1. What content types does this connector index?
Ans: The connector indexes DAM files (brand assets, documents, campaign media). DAM folders are indexed for context on their respective items but are not directly searchable. DAM smart and mirror folders are not indexed.

Q2. Why can a user still see a DAM file they just lost access to?
Ans: Permission changes propagate on the following schedule:

• Folder permission change where the file was also modified: within 1 hour (next incremental sync)

• Folder permission-only change (no file modification): within 1 day (next full sync) — because Kontainer does not expose an API timestamp for permission-only changes

• Group membership change: within 1 hour (next permission sync)

See permission propagation latency on the Permissions & Security page. To apply a permission-only change sooner, trigger a manual full sync.

Q3. Are images and videos searchable?
Ans: Images, video, and other media files are findable by title, description, tags, and custom fields. Text content within images or scanned PDFs is not extracted and is not searchable.

Q4. My API token is expiring soon. What should I do?
Ans: API tokens have a maximum validity of 2 years. Before the token expires:

1. Log in to Kontainer as an administrator and go to Settings → Configuration → API → New Token.

2. Generate a new token for the integration user.

3. In Simpplr, update the API Token field in the connector configuration and save.

4. Verify that the connector resumes syncing successfully.