Certain users within an org are unable to view any Accounts within a specific Account View while using the CRM app. However, the same view works as expected online. All user permissions and VMOCs appear to be configured correctly.
One potential cause for this issue is that the user's database is outdated, and they need to perform a database refresh. This is most likely to occur when:
- The user has been inactive/not performed a database refresh for a long period of time
- The user's territory has recently changed
If the user has not synced regularly or been inactive, their database may fall out of sync enough that an Incremental Sync might not be enough to catch them up. In some cases, resolving data inconsistencies may require the user to fully refresh all CRM data on the mobile device.
The user should perform a database refresh in the CRM app.
Performing a database refresh syncs any unsynced transactions before clearing the mobile database and re-downloading all the data from the Browser (Classic) platform. A database refresh fails if there are sync errors.
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