3rd Party: TikTok Connection Syncs Failing With Internal Timeout or Internal Connection Error With 5xxxx Error Code

This incident has been resolved. We have observed that instance rates are returning to normal levels, and affected connectors are syncing successfully.

Incident Summary
Description:
We identified an issue affecting the TikTok Ads connector, which caused syncs to fail with the error,
“Received unknown error with return code -99999. Error: \"Internal Timeout.\"

Timeline:
This issue began on 25 January 2026 at 10:04 AM UTC and was resolved on 26 January 2026 at 05:52 AM UTC.

Cause:
The failure was triggered by an issue on the TikTok's side. The TikTok Ads service began returning HTTP 500 errors when the "Pixel Stats" endpoint was called, which led to internal timeouts during syncs.

Resolution:
We implemented a workaround so that if TikTok returns the specified error, the connector will skip the affected endpoint, display a warning message in the dashboard, and continue the sync for the remaining data.

Third-party has resolved the issue and syncs are now recovering. We are continuing to monitor the syncs.

We are seeing that some TikTok Ads connections are still encountering errors (52300, 51010). Our team is actively investigating the issue and is also coordinating with TikTok Ads while we wait for further updates from their side.

A fix has been implemented and we are monitoring the results.

We have identified an issue with the TikTok Ads connection, where sync jobs are failing due to internal timeouts or connection errors. This appears to have originated from the third-party side; as a result, we have reached out to TikTok Support and are working with them to resolve it.