Troubleshooting Your ISN Integration

***Please note, the ISN integration is not compatible with the new app experience. The instructions below only apply to the legacy version of the app. 

This article lists the most common issues that Tap users tend to have with their ISN integration and how to solve them.

I just created/changed an order in my ISN account, and I don't see the changes in my Tap Inspect account

It can take up to 15 minutes for changes at ISN to be incorporated by the Tap Inspect system. Those changes will only appear on your mobile device once you open the app and connect to our servers.

If it has been significantly longer than 15 minutes and you don't see your changes, it's possible you have told us to ignore the order type you are working with. Take a look at your integration settings and make sure that the order type has the appropriate template selected. If there was some kind of error importing the order data, you would see an error message there also. 

I just enabled the ISN integration with my account, and some of my reports now have duplicates

We do our best to figure out if an existing report in your account corresponds with an order in ISN. We try to figure this out by checking if the property address matches, the inspection date/time is within 24 hours of what appears in ISN, and that the report was based on the same template you told us to use for that order type. If there is a slight difference in spelling in the address than our system will assume the report is not related and create a duplicate.

If you get a duplicate for a report you have already published, you may simply trash the duplicate. If you modify the order in ISN again for that report the duplicate may reappear, but you can just trash it again.

If you get a duplicate for an upcoming inspection, it's best to trash the report that you created manually and keep the one created by the ISN integration. You can compare the spelling of the addresses to what appears in your ISN account to see which is which. If you are having trouble figuring that out, please contact us and we can help.

If the duplicates that appear are for the wrong template type, follow the instructions for the next problem below. 

Tap Inspect is using the wrong template to create reports for my ISN orders

You specify which templates to use for each ISN order type on the ISN integration settings page in your Tap Inspect account. The wrong template is being used, it's likely you accidentally sent the wrong value there. Go back to your ISN integration settings and switch the template to the one you need. Our system should fix everything for you the next time the corresponding orders are updated on ISN's website. The quickest way to resolve this is by going to the corresponding orders in ISN's website and choosing Actions -> Create footprint. That will trigger our system to reevaluate those orders and correct your account.

I changed the inspection date/time, address, or client/agent information in my Tap Inspect report but the changes disappeared or never appeared in my my ISN account

For inspections that originated with an ISN order, ISN is the sole authority on what the correct value is. If you see  an incorrect value in the order information, you must change it on ISN's website. Once you change it there, Tap Inspect will automatically incorporate those changes within 15 minutes.

The flow of information in ISN orders is primarily one directional: from ISN into Tap Inspect, not the other way around. The only information Tap Inspect pushes back to ISN is the published report PDF. Any other changes you make may be overwritten when the corresponding ISN order is changed. 

One or more items in my report's general section are not being populated with the information that appears in my ISN order

Tap Inspect searches for items in your report to populate based on the item name. Make sure that the item name exactly matches the field in your ISN order.  Tap Inspect only looks in the general section of your report, so items that appear in other sections will not be populated.

Also note that only fields from the property information field of your ISN order are transferred to your Tap Inspect reports. Some fields that appear by default in your ISN order property information tab are not shared with us, such as referral, etc. Those fields will not be copied to your report even if you have a corresponding item.