Canix or Metrc Changes Are Not Syncing to the Other System

- A package created or edited in Canix does not appear in Metrc after the normal workflow. - A received transfer or package change made in Metrc is still missing in Canix. - Staff members start re-entering the same action because the systems appear out of sync.

- The normal Metrc-to-Canix sync window has not elapsed yet. - A queue, retry, or API credential issue is delaying the update. - The transaction is waiting on a separate state-system review or transfer action.

Document whether the issue affects one user, multiple users, or multiple devices. Confirm exact error messages, recent changes (password reset, update, network change), and whether the same issue reproduces in web vs desktop workflows where applicable.

Confirm the user is signed in with the correct corporate account, system time is accurate, network/VPN connectivity is stable, and the application is not running in offline or limited mode.

Use the command snippets below to collect non-destructive diagnostics. Capture output in the ticket when escalation may be required. Avoid deleting profiles, cached credentials, or managed app data unless the runbook or admin approval explicitly allows it.

- Wait through the normal sync window first, then use the supported Canix refresh action instead of re-submitting the transaction. - Compare the package or transfer history in both systems using the exact IDs and timestamps before making another inventory change. - Confirm the facility, license, and user credentials tied to the integration are correct for the operator who submitted the action. - Pause any downstream sell, transfer, or receive activity until the package state matches across systems.