> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/integrations/third-party-readers/invixium/troubleshoot/invixium-integration-synchronisation-issues.md).

# Cardholders or details do not synchronize

Diagnose Invixium cardholder synchronization failures and run a full IXM WEB synchronization.

The Invixium **UniqueID** is the Gallagher **FTItemID**.

### Cardholders do not populate in Invixium Web

Confirm the access group, the PDF assigned, and the cards assigned.

### Details do not update

* **Scenario A:** If existing cardholders' URL PDF does not update, confirm the URL PDF value and **Edit** default privilege.
* **Scenario B:** If new cardholders do not update, enable trace, reproduce the issue, run a full synchronization, then escalate.

Card details (Card number, Type, Facility Code, Issue level) populate once sync completes. Cards must be assigned in Command Centre.

### Run a full IXM WEB synchronization

Only do this for synchronization issues.

1. On the Invixium server, edit `C:\Program Files (x86)\Invixium\IXM WEB\Web.config`.
2. Change `gallagher_initial_import_mode` from `"Incremental"` to `"All"`.
3. Save the file.

![web.config in Notepad with gallagher\_initial\_import\_mode set to "Incremental"](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-06e37198702f055bd6c5b78f5ec4ce2972625f2d%2FSECHUB-INVIXIUM-07-webconfig-import-mode.png?alt=media)

4. In IIS Manager, under **Application Pools**, recycle **IXM Web**.
5. Recycle **IXMAMPI**.

![IIS Manager Application Pools — IXM WEB and IXMAPI with Recycle](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-f7bd80bef53f10aad959119ae8b1da5c5dcd815a%2FSECHUB-INVIXIUM-08-iis-app-pools-recycle.png?alt=media)

6. Under **Sites**, restart **IXM WEB**.

![IIS Manager IXM WEB site Home with Restart](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-193579ccc863c95c533e860318846e72af8b05e4%2FSECHUB-INVIXIUM-09-iis-site-restart.png?alt=media)

7. In Services, restart the **IXM Web Service**.
8. Restart **Invixium Device Discovery**.

![Windows Services showing IXM Web Service and Invixium Device Discovery](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-eb4e149c116914d0f45d0bf33ff6915e5246834e%2FSECHUB-INVIXIUM-10-services-restart.png?alt=media)


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