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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.

 

CRM for iPad Crashes When Logging in Using OAuth2

For information on this topic, see the following article: 

Veeva CRM App Crashes When Logging in Using OAuth2

 

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.


Investigating Crashes using the iOS iPad Simulator

If you are running Veeva CRM for iPad on the iOS iPad Simulator, there are additional steps you can take to diagnose issues causing app crashes on startup, login, or sync. 

  • After the app crashes in the simulator, open the simulator's Debug menu. 
  • Select the option to Open System Log, and move the system log aside to that the Console is visible. You may need to click the Console while on the System Log panel. 
  • Navigate to Crash Reports in the Console.
  • Look for reports with 'irep' or 'veeva' in the name, and open the most recent matching record. This should be the most recent crash log. 
  • Right click the process and choose Reveal in Finder to find the log file, which starts with either 'irep' or 'veeva' and ends in 'ips'. The File will start with 'irep' if the Simulator was running an enterprise version of the CRM app, and will start with 'veeva' if running the Apple App Store version of the app. 
  • Open the ips file in a text editor and look for a line beginning with the words 'Application Specific Information'. If a crash was caused by lack of Object or Field level security, the name of the object or field may be in this information line. If the information is not enough to immediately diagnose the cause of the crash, you can provide this information to Veeva CRM Support in a Support Ticket. 

Related Documentation:

CRM Help Documentation:

Salesforce article: Field-Level Security

 

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