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CRM for iPad/iPhone Crashes on Startup, Login, or Sync

  • Updated

Overview:

If CRM for iPad or iPhone crashes on app startup, login, or initial sync, there are several possible causes. 

 

MDM-installed CRM for iPad Crashes when Opening, but Manually Installed CRM Works

If an Org is set up to install CRM for iPad via Mobile Device Management (MDM) software, and the MDM-installed version of CRM for iPad crashes when opened, users can also try installing CRM for iPad from their Org's homepage install link.

If this manually installed version of CRM for iPad does not crash, this points to an issue with the Org's MDM provisioning profile.

Contact the Org's MDM team to verify that the provisioning profile is correct.

 

Other Crashes When Logging In, Starting Up, or Syncing CRM for iPad

Common causes of crashes in these situations include a user lacking Object Level Security (OLS) or Field Level Security (FLS) access to required objects or fields.

Check the following objects and fields for user access in case of crashes:

  • Formatted_Name_vod__c field on the Account object
  • Key_Message_vod__c field on the CLM_Presentation_Slide_vod__c object
  • Completed_Flag_vod__c field on the Call_Objective_vod__c object
Note: This is not an exhaustive list of all fields that can cause crashes due to lack of access, so it is important to ensure that users are granted proper permissions to the fields and objects they require for their job functions. Our online help includes a Security Matrix that documents the minimum required object rights for end users for proper functioning of Veeva CRM.

 

Veeva CRM for iPhone crashes after the initial sync. There are no errors in the user activity logs and the user cannot login. One possible cause for this problem is that some essential VMobile Object Configuration (VMOC) objects are missing. An example is the User Territory, which is a Salesforce expected object.

Compare and double-check whether any out-of-the-box VMOCs for iPhone have been deleted or inactivated unexpectedly. Usually, a minimum set of VMOCs for Veeva CRM on iPhone is already active in customer orgs.

 

If the above recommendations does not resolve the issue, please create a ticket with Veeva Product Support with crash logs from the affected user(s) (How to Retrieve Crash Reports on iOS for Veeva CRM and Vault CRM?). If this is reproducible in a sandbox environment, please provide the reproduction steps and test user login credentials.

Related Documentation:

CRM Help Documentation:

Salesforce article: Field-Level Security

 

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