Question:

How to troubleshoot the error: Sync Failed Refresh unsuccessful or other Sync Errors when a user syncs?

Answer:

 Identify the scope of the issue:

• When did the issue start occurring?
• How many users does this affect? 
• Does it only affect one profile or group?
• Have there been any recent changes to the Profiles or Object Configuration?
• Is there a specific process that the user is going through that causes the error?

Start troubleshooting the sync for a specific user:

1. Download the user Activity Logs: How to Download the User's Veeva Activity Logs?
2. Search the Activity Logs for Error and review lines from the same timestamp from when the error occurred.
3. Search the knowledge base for similar errors.
4. A list of Errors can be found here: CRM Error Reference Guide.

If the error is around a specific object:

1. Review the SFDC object to see if there are any recent changes.
2. Review the Vmobile Object Configuration (VMOC) for that object.
3. Review the Audit Logs to identify any recent changes to the object or profile.

If there are no recent changes to VMOCs, Objects or Profiles, open a ticket with Veeva Support and provide this information in the ticket.

Related Documentation:

CRM Knowledge Article: CRM Error Reference Guide