This article addresses a specific issue where Search Atlas reports that your CMS connector is not connected, but when you check your connector settings, the connection appears active and healthy. This contradiction is a known status sync issue. Because the root cause occurs at the platform level, it cannot be fixed by reconnecting or refreshing from your end alone — the steps below will help you first confirm whether this is actually a status sync issue (versus a misconfiguration), and then prepare everything needed for a fast resolution if escalation is required.

## **🔍 What This Issue Looks Like**

- Search Atlas displays a disconnected or error status for your CMS connector.
- Your CMS connector settings show the connection as active and healthy.
- The mismatch persists even after navigating away and returning to the affected project.

## **🧭 Triage First: Is This a Status Sync Issue or a Misconfiguration?**

Before escalating, work through the following questions to determine whether this is the known sync issue or something that can be resolved without support:

1. **Which CMS are you connecting?** Note the CMS name and the integration method (e.g., API key, OAuth). Confirm that the integration type is still supported and that your credentials have not recently expired or been rotated.
2. **Does the disconnected status affect all of your projects, or only one specific project?** If it affects only one project, check whether that project's connector was recently re-saved, duplicated, or edited — a partial save can sometimes create a false-disconnected state that resolves on its own after a few minutes.
3. **Were any changes made recently?** For example: a password or API key reset in your CMS, a workspace transfer, a plan change in Search Atlas, or any third-party access revocation. If so, try removing and re-adding the connector in the affected project *only if* the issue started immediately after that change — this may be a simple re-auth rather than a sync bug.
4. **Has the status been inconsistent for more than 30 minutes without any changes on your end?** If yes, and the connector settings clearly show the connection as active, this is the pattern consistent with the platform-level sync issue described in this article.

## **🛠️ If You Have Confirmed This Is the Sync Issue: What to Prepare**

1. Open your CMS connector settings and take a screenshot showing the current connected status, including any last-sync timestamp or confirmation message displayed there.
2. Note the exact project or site within Search Atlas that is showing the disconnected warning — record its name exactly as it appears in the platform.
3. Note the approximate time you first noticed the mismatch, including your timezone.
4. Do not reconnect or revoke the connector before contacting support — doing so can make the issue harder for the team to diagnose.
5. Reach out to support (see below) with your screenshot, project name, and the timestamp of when the issue first appeared. The support team will investigate the status sync on the platform side and resolve it for you.

## **✅ How to Confirm It Is Resolved**

Once the support team has addressed the underlying sync issue, the status indicator for your CMS connector should update to show a consistent **Connected** state in Search Atlas. You can also confirm the fix is effective by verifying that your content or data is actively syncing and that the disconnected warning no longer appears when you navigate to the affected project.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.