Troubleshoot Media Vendor sync issues

Summary

Learn how to identify and resolve common issues that prevent listings from syncing successfully to your Media Vendor.

This article covers:

• About Media Vendor sync failures
• Check Media Vendor user setup  
• Confirm user and consultant setup
• Verify listing details 
• Fix Inspection times not syncing  
• Fix changes not syncing
• Fix images not syncing
• Fix listing syncing to an empty or incorrect campaign

About Media Vendor sync failures

Media Vendor sync issues usually occur when user credentials are missing, consultant details don’t match exactly, or required listing data is incomplete.

Check Media Vendor user setup

Most Media Vendor sync failures are related to user access or consultant configuration. Confirm all details below before checking the listing itself.

To check credentials:

• Go to: More > Staff
• Select the user attempting the sync.
• Click Edit Details
• Ensure the following are correct: 
  • Media Vendor username 
  • Media Vendor password

Realhub users

Realhub requires an API key, not a standard password.

To create an API key in Realhub:

• Go to Realhub > Agency Admin > Integrations
• Click API Key
• Select Add API Key
• Copy the key into Box+Dice as the Media Vendor Password

Confirm user and consultant setup

Sync issues often occur when users are not correctly configured across systems.

• Ensure the syncing user exists in the Media Vendor under the correct office
• Check all Advertising Consultants in the listing: 
  • Must exist in the Media Vendor 
  • Must belong to the same office 
• Open each consultant’s staff profile and confirm: 
  • Email address is entered 
  • Phone number is entered 

Verify listing details

Once user and consultant setup is confirmed, validate the listing content.  Incomplete or incorrect listing data can prevent syncing.

To verify lidting details:

• Go to: Sales > Listings
• Open the listing
• Confirm all required fields are completed: 
  • Property category 
  • Beds, baths, cars 
  • Price range (from/to) 
• For commercial or land listings: 
  • Add floor area or land area 

Fix Inspection times not syncing

If inspections are not appearing in your Media Vendor:

• Confirm the listing is syncing correctly (see previous sections).
• Check the user adding inspections: 
  • Must have Media Vendor login details entered in Box+Dice

Fix changes not syncing

If listing updates are not reflected:

• Confirm the listing can sync
• Click Media Vendor > Send after making changes
• Ensure the user saving changes has Media Vendor credentials entered

Fix images not syncing

Some sync issues occur without visible errors, especially after office changes or cancelled appraisals.

Images not syncing:

• If the office has changed, a duplicate listing may exist in the Media Vendor
• Contact the Media Vendor’s support team to check and clean up duplicates

RealHub users - ensure you have set the images as public:

• In Realhub overview/dashboard, locate the Images on the right and click Manage
• At the top of the list of images, click List View
• Click Select All (or individually tick as required if you don't want to use all of them)
• Click Make Public

Fix listing syncing to an empty or incorrect campaign

This often happens when:

• A previously synced appraisal was cancelled
• A new listing was created for the same property

To fix incorrect campaign sync:

• Go to: Sales > Listings
• Open the listing
• Select Media Vendor > Logs
• Copy the Media Vendor ID

CampaignTrack users:

• Log in to CampaignTrack
• Search for the property address
• Open the correct campaign
• Select Edit Campaign Details
• Paste the ID into CRM Reference or Box+Dice ID
• Click Update Campaign Details

For duplicate campaigns:

• Remove the ID from all incorrect campaigns 
• Click Update Campaign Details to update