Troubleshooting
J
Troubleshooting
sync-timeout
John Hancock - Retirement Plan Services: Sync Timed Out
The provider request completed with a timeout or stalled before data refresh finished.
Likely causes
- Provider-side latency spike during data fetch.
- Large historical backfill exceeded request budget.
- Retry policy exhausted before a successful response.
Resolution steps
- 1
Retry sync with a smaller window or account subset when supported.
- 2
Confirm provider status page and incident feed for outages.
- 3
Escalate persistent timeout clusters with correlation IDs.
Prevention controls
- Use staggered sync schedules to reduce burst load.
- Track timeout rates by provider and institution cohort.
- Alert when timeout error budgets exceed weekly thresholds.