Handling Sync Errors
Sync errors prevent users from syncing their devices and can occur in a variety of ways. When encountering a sync error, it is important to identify the cause and make the appropriate correction.
When users encounter a sync error, a modal displays informing them a sync error occurred. After selecting OK, the Errors tab displays. This lists an error for each record causing the greater sync error, along with an action list to correct the error.
Some sync errors cannot be fixed and must be cleared.
Common sync errors include:
- Insufficient object or field permissions
- Loss of visibility to a field, record, or object due to territory or field permission updates
- Inability to merge updates from a mobile device with updates from Vault
- Inability to delete a record due to object permission updates
- Any object which can be locked to prevent further updates
- Call backdate limits
Who can use this feature?
- Browser, iPad Users
- Users do not require an additional license
- Business Admin Users, End Users
Using Undo and Undelete in the Errors Tab as
End Users
End users can undo or undelete changes causing sync errors. If an update to an existing record causes a sync error, the user has the option to undo that change during the next incremental sync, where the whole object table is refreshed.
If the user deletes a record offline, but does not have sufficient privileges to delete it on the server, the user can resolve the error by undeleting the record. This triggers a database refresh during the next incremental sync to ensure all relationships to the deleted record are also restored.
Clearing Client Sync Errors as
Business Admin Users, End Users
If there is a pending upload for a record when a sync error occurs, the error cannot be resolved by undoing or undeleting records. Instead, users can clear client sync errors from the most recent sync. This allows users to remove any persisting errors they are unable to fix.
To prevent data loss, contact Support for assistance when clearing client sync errors.
Configuring Clear Client Sync Errors
To configure this feature, grant business admin users Edit permission to the clear_client_sync_errors__v field on the user__sys object.
Clearing Client Sync Errors
Select the clear_client_sync_errors__v check box on the appropriate user__sys record. Ensure all sync errors on the device are not fixable and must be cleared. The next time end user syncs, the errors on the device from the previous sync are cleared. The clear_client_sync_errors__v check box is automatically deselected on the user__sys record after the end users clears the errors. To clear errors again in the future, select the check box again
If the end user performs a forced full refresh after clearing the errors, the device’s database resets to match the data from Vault CRM online.
Using Forced Full Refresh as
Business Admin Users
Instead of directing an end user to perform a database refresh, business admin users can select the forced_full_sync__v check box on the appropriate user__sys record so the next time the end user syncs, the device automatically performs the database refresh.
Configuring Forced Full Refresh
To configure this feature:
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the appropriate permissions set.
- Navigate to Objects > User.
- Grant business admin users Edit field permission to the forced_full_sync__v field.
Using Forced Full Refresh
Select the force_full_refresh__v check box field on the appropriate user__sys record. The next time the end user syncs, a forced full refresh automatically occurs.
If the end user has Edit permission to the force_full_refresh__v check box field, the field is automatically deselected after a forced full refresh occurs. Otherwise, a forced full refresh occurs every time the end user syncs.
Downloading Activity Logs as
Business Admin Users
Business admin users can download end user activity logs to troubleshoot sync errors. Activity logs are downloaded as CSV files with detailed information about the user’s actions during the selected time range.
Downloading activity logs is only supported on Browser.
Configuring Activity Logs
To configure this feature:
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the appropriate permissions set.
- Navigate to Objects > User.
- Grant View and Execute permission to the Download Activity Log action.
Downloading Activity Logs
To download the activity log an of end user:
- Navigate to the appropriate user__sys record.
- Select More Actions.
- Select Download Activity Log.
- Select the appropriate date range of data to download. The available options include:
- Today (selected by default)
- Last 7 Days
- Last 30 Days
- Select OK.
Sending Sync Files to Veeva as
Business Admin Users
Sync files can be sent to Veeva Support remotely. This enables easier troubleshooting and data restoration if necessary.
Configuring Sending Sync Files to Veeva
To configure this feature:
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the appropriate permissions set.
- Navigate to Objects > User.
- Grant business admin users Edit permission to the upload_vtrans__v field.
Sending Sync Files to Veeva
Select the upload_vtrans__v check box on the appropriate user__sys record. The next time the end user syncs, the sync files are automatically sent to Veeva. The check box is automatically deselected after this action.
