---
title: "API connection alerts: Server Error and Wrong API Credentials"
url: "https://ensights.productfruits.help/en/article/api-connection-alerts-server-error-and-wrong-api-credentials"
language: "en"
last_updated: "2026-09-30T15:53:35.072Z"
---

# API connection alerts: Server Error and Wrong API Credentials

enSights now tells you when missing data is caused by the connection to a vendor's API rather than by the site itself. This page is for asset managers, O&M teams and monitoring staff who triage communication alerts on API-connected systems.

## What's new

Previously, any gap in data from an API-connected system raised a **No Communication** alert — whether the site had actually gone offline or the vendor's API was failing. Two dedicated alert types now separate those cases:

| Alert | What it means | What to check |
| --- | --- | --- |
| **Server Error** | The vendor's server returned a server or gateway error when enSights requested data. The site may be working normally; the vendor's platform is not answering correctly. | The vendor's service status, API quota or rate limits. These errors often clear on their own once the vendor recovers. |
| **Wrong API Credentials** | The vendor's API rejected enSights' request because the credentials or permissions for the integration are not valid. | Whether the API user, key or secret was changed, expired or had its permissions reduced at the vendor. Update the integration credentials. |
| **No Communication** | Data is not reaching enSights at all — the site or its equipment is not communicating. | Site connectivity and on-site equipment. This is still the alert that may justify a site visit. |

## How it works

-   **Each alert is its own type.** **Server Error** and **Wrong API Credentials** are never shown as **No Communication**. You can filter, configure and route notifications for each one separately.
-   **A single failed fetch does not raise an alert.** enSights collects data from vendor APIs on a regular cycle, and an occasional failed request usually recovers on the next one. The alert opens only after the failure persists beyond the configured threshold, so short blips do not create noise.
-   **Alerts close automatically.** Once data fetches succeed again, the alert closes, the same as other alerts.
-   **Configured like any other alert.** Severity, delay and recipients for both alerts are set in the system's alert settings — see **System Settings: Alerts Management**.

## How to

### Avoid sending a technician for an upstream problem

1.  Open **Insights & Alerts** and filter by alert type.
2.  If the system shows **Server Error** or **Wrong API Credentials**, the issue is between enSights and the vendor — not on site. Hold off on dispatch.
3.  Only treat **No Communication** as a possible on-site issue.

### Fix a Wrong API Credentials alert

1.  Check with whoever manages your account at the vendor whether the API user, key or secret changed, expired or lost permissions.
2.  Obtain valid credentials from the vendor.
3.  Send the updated credentials to enSights support or your customer success manager so the integration can be updated.
4.  The alert closes on its own once data starts arriving again.

### Handle a Server Error alert

1.  Check the vendor's service status or ask the vendor whether their API is having problems.
2.  If the alert stays open for a long time, or appears across many systems from the same vendor, contact enSights support.

### Send each alert to the right people

1.  Open the system's alert settings (**Fleet Management** → the system's **⋮** menu → **Edit** → **Alerts Management**).
2.  Set recipients for **Wrong API Credentials** to whoever owns vendor accounts, and keep **No Communication** routed to your O&M team.

## Notes

-   Many systems from the same vendor showing **Wrong API Credentials** at once usually means one shared API account changed — fix it once and they all recover.
-   These alerts apply to systems whose data arrives through a vendor API. Systems connected through on-site hardware continue to use **No Communication**.
-   Alert settings are per system, as with other alerts.