Common Questions: Troubleshoot by Symptom

Use this page to find the answer to a problem by what you see. Questions are grouped by who usually asks them: reps using the FieldKo Atlas app, managers looking at Salesforce reports, and admins checking setup. Each question links to the full answer.

If you’re a rep, don’t log out, reinstall the app, or run Reset Sync while you investigate. These can delete work that hasn’t reached Salesforce, including survey drafts.

In the App (Reps)

Question	Answer
My visit is missing	My Visit Is Missing
My survey answers haven’t synchronized	My Survey Answers Haven’t Synchronized
My task shows complete on my phone but not in Salesforce	My Task Shows Complete on My Phone but Not in Salesforce
My sync worked, but a change I made isn’t in Salesforce	Sync Succeeded but a Field or Change Is Missing
Why can’t I see my colleague’s visit notes?	Why Can’t I See My Colleague’s Notes?
The barcode isn’t finding the product	The Barcode Isn’t Finding the Product
I can’t see the pack-out or Add Short Dated Stock action	Open a Pack-Out
What happens if I reset sync?	What’s Kept and What’s Reset
My sync failed, or Pending Changes doesn’t reach 0	Fix Sync Errors
I can’t log in	Troubleshoot Login and Setup
I’m getting a new phone or tablet	Log Out Safely

For more app problems, see Troubleshooting: Start Here and Frequently Asked Questions.

In Salesforce and Reports (Managers)

Question	Answer
My task is complete but the report says incomplete	My Task Is Complete but the Report Says Incomplete
My rep did the visit, but it isn’t in Salesforce	My Visit Is Missing
My Power BI report doesn’t match Salesforce	When Report Numbers Don’t Match
The record is in Salesforce but not in my report	The Record Is in Salesforce but Not in a Report
Why is the wrong survey showing?	Why Is the Wrong Survey Showing?
Why do I see two different answers to the same question?	Why Do I See Two Different Answers to the Same Question?
Which survey date should I use in reports?	Which Survey Date Should I Use in Reports?
Why are survey scores blank?	Scoring
Visits count as missed while a rep is on leave or training	Leave, Training, and Other Reasons
A visit summary Portable Document Format (PDF) file is missing photos, answers, or tasks	Find Out Whether It’s the Data or the PDF

In Setup (Admins)

Question	Answer
Why can’t this user see the Short Dated Stock action?	Menu Item or Action Missing
A rep has no visits, or records are missing	Rep Has No Visits, or Records Are Missing
A rep doesn’t see a change I made	Rep Doesn’t See a Change You Made
A task has no Take Survey button	The Task Has No Take Survey Button
Survey answers are missing in Salesforce	Survey Answers Are Missing
Reps can’t see each other’s visit notes	Recommended Starting Org-Wide Defaults
Synced work doesn’t appear in a report	Synced Data Missing from Reports

For more admin problems, see Diagnose Rep Issues.

Still Need Help?

Email FieldKo support at support@fieldko.com. Include your Salesforce username, your device model and app version if the problem is in the app, what you were doing, and the exact message you saw. If a rep’s work hasn’t synced, ask them to send their data to FieldKo support first.

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Common Questions: Troubleshoot by Symptom

In the App (Reps)

In Salesforce and Reports (Managers)

In Setup (Admins)

Still Need Help?

See Also

​In the App (Reps)

​In Salesforce and Reports (Managers)

​In Setup (Admins)

​Still Need Help?

​See Also

In the App (Reps)

In Salesforce and Reports (Managers)

In Setup (Admins)

Still Need Help?

See Also