# Troubleshooting an integration
<a name="troubleshooting"></a>

The following topics explain how to create a support case and troubleshoot common onboarding and integration errors.

**Topics**
+ [Raising support cases](#raising-support-cases)
+ [Onboarding error messages](#troubleshooting-during-crm-integration-onboarding)

## Raising support cases
<a name="raising-support-cases"></a>

If you still have difficulties integrating your CRM with AWS, follow these steps to raise a support case. 

1. Sign in to the [AWS Partner Central](https://partnercentral.awspartner.com) with your AWS Partner Network credentials. 

1. On the [Support Center for Partner Central](https://partnercentral.awspartner.com/support), choose **Open New Case** and complete the following fields:
   + **Type of Support Case** – AWS Partner Central.
   + **Question regarding** – Partner Central Tools or ACE leads and opportunities.
   + **Get Specific** – Select the most appropriate CRM integration case type.
   + **Subject** – Include a brief description of the request.
   + **Description** – Provide a detailed description of issues, questions, errors, and troubleshooting steps.
   + **Attachments** – Sync logs and screenshots, where applicable.

## Onboarding error messages
<a name="troubleshooting-during-crm-integration-onboarding"></a>

The following table lists and describes some common error messages and their resolutions.


| Error message  | Error condition  | Resolution steps  | 
| --- | --- | --- | 
| Only Alliance Lead contact can make this request.  | When anyone other than an Alliance Lead (ACE eligible) tries to: update request status, access request details, abandon request, create new request.  | For internal users: Verify that the partner account is ACE eligible.  | 
| Failed to mark implementation as complete. Please try again.  | When you try to mark a request as implementation complete but there an error occurred during the update.  | Contact the support team.  | 
| No Request received.  | When you try to abandon a request and there are no requests to abandon.  |  | 
| Your request could not be taken at this time because of an internal error. Check again after some time.  | Occurs when internal errors occur when abandoning a request, or during request processing.  | Contact the support team.  | 
| Please provide ARN Details for the IAM User/Role to provision bucket for …  | Occurs when you don't provide an ARN for the beta or production IAM user.  | IAM details cannot be empty.  | 
| Duplicate Request: Bucket ARN details already created and provisioned for this IAM User/Role.  | Occurs when another request is created for the same partner with the same IAM details and the request is not abandoned.  | Abandon the existing request.  | 
| Please update the IAM ARN details in the existing request.  | Occurs when the system tried to process the request and the request failed due to an error.  | Update the IAM ARN details and resubmit.  | 
| Your request could not be taken at this time because of an internal error. Check again after some time.  | After a request is submitted and something during the processing failed.  | Contact the support team.  |