Diagnose Rep Issues

When a rep can’t sync, is missing records, or doesn’t see a change you made, FieldKo records the details you need in Salesforce. Use this page to find the problem by its symptom, fix it, and look up sync logs, errors, and device details.

​

User Permissions Needed

​

Find the Problem by Symptom

Start with what the rep reports, and then go to the matching section. To investigate any of these, use the rep’s Sync Details, Attendance records, or data file.

​

Common Problems

​

Rep Can’t Sync at All

Create the missing Branding record in Setup:

1. From Setup, in the Quick Find box, enter Custom Settings, and then select Custom Settings.
2. Next to Branding, click Manage.
3. Create a record named Brands. Deselect Enabled unless you use brands.
4. Click Save.

​

Rep Has No Visits, or Records Are Missing

No error appears for these problems. Check these items in order:

1. Active call cycle. The rep needs a call cycle with Active selected, their name as Sales Representative, and dates that cover today. Without one, no visits, tasks, or orders sync. See The Date Window and Call Cycles.
2. Account scope. The rep must own the account or be on its account team. In public group mode, the account must be shared with the rep’s group. See Accounts in Scope.
3. Visit fields. The visit’s Sales Representative must be the rep, and its planned dates must be inside the sync window.
4. Access. The rep needs read access to the object and its fields.
5. Metadata. The object must be collected. Check that an Object Metadata record exists for it. If it doesn’t, re-run the Metadata Collector.
6. Sync. After you fix the problem, ask the rep to tap Sync, or Reset Sync if you changed layouts or objects.

​

Records Fail to Upload

Open the rep’s latest Error Information record in Sync Details, or ask the rep for a screenshot of Sync History > ISSUES > Show Details. If a rep says an edit didn’t save, check field-level security. The app skips fields the rep can’t edit when it uploads, without showing a message. The change can look like it synced but not reach Salesforce.

​

Rep Doesn’t See a Change You Made

​

Menu Item or Action Missing

Check the Menu Configuration and Visit Actions Configuration custom settings. After a record exists, a blank field hides that item. Some visit actions appear only while the rep is checked in.

​

Background Sync Never Runs

Check these settings in order:

1. In Setup, check that a Sync Configurations custom setting record exists. If there’s no record, the app turns background sync off.
2. In that record, check Enable Background Sync, Interval for Background Sync, and Background Sync within Business Hours. See Sync.
3. On the rep’s device, check the app’s WiFi Only setting. When it’s on, background sync doesn’t run on mobile data.

​

Photos Missing in Salesforce

Reps must sync with Sync Images turned on. Background sync doesn’t upload photos. A photo uploads only after its record has synced. To know whether to look in Files or Attachments, check Enable File in the File Configurations custom setting.

​

Sync Details

Every sync a rep runs creates a Sync Detail record. To view them, from the App Launcher, find and select Sync Details. The All list view shows every record. Sync Detail records use these record types:

• Sync State: One record per sync.
• Error Information: Created when records fail to save during sync (status Partial Sync). Data 1 lists each failed record with its error message, status code, fields, and IDs.
• Transaction State: Temporary records that prevent duplicates if a sync is interrupted. FieldKo deletes them at the end of each sync.

FieldKo keeps the latest 5 successful, 30 failed, 30 partial, and 10 started records per rep and device, and deletes older ones automatically. FieldKo doesn’t include a report type for Sync Details. To build reports, create a custom report type on Sync Detail.

​

Attendance

Each rep gets one Attendance record per day. It shows login and logout times, locations, the device, the app version (the Mobile App Version field), and any Error Details. See Attendance.

​

Data Files from Reps

Reps can email a full export of their device data (allFieldKoData.json) to support@fieldko.com from Sync > Data Recovery. See Send Your Data to FieldKo Support. The file includes the records waiting to upload, background sync errors, recent sync results and issues, and the photos and files waiting to upload. If FieldKo Support needs to see the problem in your org, also grant login access.

​

Grant FieldKo Support Login Access

Some problems appear only in the org where they happen. When you grant login access, FieldKo Support can log in as that user and see what the user sees, in a production org or a sandbox. You choose how long access lasts. Login access is granted from the account that has the problem. If a rep sees the problem, ask the rep to follow these steps. If you see it, grant access from your own account. Work in the org where the problem happens:

1. In Salesforce, click your profile picture, and then click Settings.
2. In the Quick Find box, enter Grant, and then select Grant Account Login Access.
3. In the row for FieldKo Support, select an Access Duration.
4. Click Save.

Then email support@fieldko.com. Say which org has the problem (production or sandbox), give the user’s username, and describe what happens. If a rep is affected, ask them to send their data file too. If FieldKo Support isn’t listed on the Grant Account Login Access page, say so in your email. For more about login access, see Grant Login Access in Salesforce Help.

​

App Version

To see what each rep is running, check the Mobile App Version on Attendance records and the OS version and Device Model on Sync Details. Menu Configuration can override the version label in the app’s menu, so rely on these records instead.

​

See Also

• Troubleshooting: Start Here
• Fix Sync Errors
• Control What Syncs to the App
• Configuration Reference
• Track Your Team’s Performance