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How To Identify Sync Errors in a User's Activity Log for CRM

  • Updated

Question:

Identifying sync errors in a user's Activity Log to diagnose problems with FLS, OLS, or other issues that may be causing a user's offline device to fail to sync can be a critical first step in self-service troubleshooting and resolving problems in a timely manner with the guidance of Veeva CRM Help Articles. Additionally, relevant Activity Log messages can assist the Support team in resolving issues in CRM more quickly if a Support ticket is necessary.

Answer:

Acquiring the Activity Log:

  1. Navigate to the User Details page of the affected user within Setup (Setup --> Administration --> Users).

  2. Scroll down to the "Custom Links" section of the Details Page:



  3. Click the appropriate link to download the user Activity Log for the relevant time span. Generally, Download Last 7 Days is the recommended selection, but Download Last 30 Days may be necessary for issues reported more than one week in the past.

  4. Navigate to the downloaded file within your file system and open the file within Excel.

 

Searching the Activity Log:

  1. Once the Activity Log is opened, you may wish to expand relevant Columns, such as Description and Param 1.

  2. To begin filtering for errors, right click on the Description column header. Click Filter --> Filter by Selected Cell's Value:



  3. Click the dropdown button next to Description and search for the term Error. Leave all of the values selected, then click outside anywhere outside the Dialog to return to the sheet.

Identifying Issues:

  1. Not all entries that appear within the Activity Log may be relevant to issues experienced by the affected user. Some examples of common entries that may safely be ignored are listed below:
    1. Entries beginning with Indexes: Z_...
    2. WARN - Connection error occurred.
    3. Entries beginning with [applicationDidEnterBackground] Memory used...

  2. Errors of note may include text from Validation Rules, or errors discussed in Veeva CRM Support Articles. A non-comprensive list of articles discussing errors that may be encountered in the Activity Log can be found below in the Related Documentation.
  3. For issues that cannot be found or resolved using CRM Help or the Veeva CRM Knowledge Base, please create a Product Support ticket for further assistance, including the downloaded Activity Log as an attachment. This will allow Support to more quickly identify and troubleshoot issues being experienced by users.

Related Documentation:

Support Article: CRM Error Unzipping Key Message in iRep

Support Article: Error: No such column (Field_vod__c) on entity (Object_vod__c) - When User Performs Sync on the Veeva CRM Offline Applications

Support Article: Error: Error Domain=NSURLErrorDomain Code=-1001 "The Request Timed Out" - During CRM Offline Sync

Support Article: Error: failed to save. The operation couldn’t be completed - When Syncing CRM on iPad

Support Article: How to Identify if a Custom Validation Rule is Causing an Error Message When Syncing CRM Offline?

Support Article: Veeva CRM Error Reference Guide

Support Article: What are the Most Common CRM Sync Errors?

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