Question:
How can I resolve the error "Sync Failed. Refresh unsuccessful" or other synchronization errors encountered during a CRM Offline sync?
Answer:
To effectively troubleshoot CRM Offline synchronization issues, begin by determining the scope of the problem:
- Issue Onset: When did this synchronization error first occur?
- User Impact: How many users are experiencing this issue?
- Profile/Group Specificity: Is the issue isolated to a particular user profile or group of users?
- Recent Configuration Changes: Have any modifications been made to Profiles or Object Configurations recently?
- Triggering Process: Is there a specific workflow or action the user is performing that precedes the error?
Once the scope is understood, proceed with troubleshooting for an affected user:
- Download User Activity Logs: Obtain the Activity Logs for the user experiencing the synchronization failure.
- Analyze Activity Logs for Errors: Examine the Activity Logs, specifically searching for entries containing "Error" around the timestamp when the synchronization failure occurred. Review the surrounding log lines for contextual information.
- Consult the Knowledge Base: Search the Veeva CRM Knowledge Base for articles related to the identified error messages or similar synchronization problems.
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Investigate Object-Specific Errors (if applicable):
- Review Salesforce Object: Inspect the corresponding Salesforce object for any recent changes or modifications.
- Review Veeva Mobile Object Configuration (VMOC): Examine the VMOC record for the affected object within Veeva CRM.
- Review Audit Logs: Check the Audit Logs for any recent modifications to the object or the user's profile.
- Open a ticket to Veeva Support: If no recent configuration changes to VMOCs, Objects, or Profiles are identified, and the issue persists, open a Support Ticket with Veeva Support. Include the details gathered during the initial troubleshooting steps in the ticket for efficient resolution.
Related Documentation:
CRM Help: Handling Sync Errors