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Use this page when you’ve synced, but a visit, survey answer, task, order or photo isn’t in Salesforce, or doesn’t appear in a report or dashboard.
Don’t log out, reinstall the app or run Reset Sync while you investigate. These can permanently delete work that hasn’t reached Salesforce. Logging out and Reset Sync also delete survey drafts.

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My Survey Answers Haven’t Synchronized

Problem or symptom: You completed a survey, but the answers aren’t in Salesforce, or the task isn’t complete. Applies to: FieldKo Atlas app. Why it happens:
  • The survey was saved as a draft only. Save draft keeps your answers on this device. Drafts never sync, and they aren’t counted in Pending Changes.
  • The survey was saved partially. Save Partially uploads your answers, but the survey and its task stay In Progress until you answer every required question and tap Save.
  • The answers haven’t synced yet, or the sync failed. Answers upload at your next sync. An answer that fails to upload appears in Sync History.
  • Photos upload separately. Answers can reach Salesforce before their photos. Photos upload only when Sync Images is on.
  • Someone changed the same answer in Salesforce after you. The newer Salesforce version is kept, and your change is discarded.
How to investigate:
1

Open the Survey

On the visit, open the survey. If you see “Progress restored.”, your answers are a draft that hasn’t been saved.
2

Check Pending Changes

In the side menu, tap Sync. Under Pending Changes, check Total Records and Total Images.
3

Check Sync History

Under SYNC HISTORY, tap the latest PARTIAL or FAILED entry, and look for the survey answer or task under ISSUES.
How to resolve:
  1. If the survey is a draft, open it, and tap Save, or Save Partially if your company allows it.
  2. On the Sync screen, turn on Sync Images, and tap Sync.
  3. If an issue appears in Sync History, follow Fix Sync Errors.
Expected result: Pending Changes shows 0 records and 0 images, the latest Sync History entry shows SUCCESS, and the task shows as completed in Salesforce. Escalation: If the issue is still there after 2 syncs, send your data to FieldKo support before you do anything else.

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My Task Shows Complete on My Phone but Not in Salesforce

Problem or symptom: A task or visit is complete in the app, but Salesforce or a report shows it as not started or in progress. Applies to: FieldKo Atlas app. Why it happens: The app changes the status on your device first. Salesforce gets the new status only when the task or visit uploads. If the upload failed, Salesforce keeps the old status. A survey task saved with Save Partially is In Progress, not completed. How to investigate: In the side menu, tap Sync, and check Pending Changes and the latest Sync History entry. How to resolve: Tap Sync. Fix anything listed in Sync History. See Fix Sync Errors. Expected result: The task or visit shows the same status in the app and in Salesforce after a sync that ends with SUCCESS. Escalation: Ask your manager or admin. For how task status is reported, see Task Status and Completion Reporting.

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Sync Succeeded but a Field or Change Is Missing

Problem or symptom: The sync ended with “Sync completed successfully”, but a value you changed isn’t in Salesforce. Applies to: FieldKo Atlas app. Why it happens:
  • You can’t edit that field in Salesforce. If your access doesn’t let you edit a field, Salesforce leaves that field out when it saves the record. The rest of the record saves, and no error appears.
  • Your change was replaced. If someone changed the same record in Salesforce after you, the newer Salesforce version is kept. See When the Same Record Changes in Two Places.
How to investigate: Open the record in Salesforce and compare it with the app. In Sync History, look for an issue on that record. How to resolve: Tell your admin the record and the field, so they can check your field access. If your change was replaced, enter it again, and sync. Expected result: After your admin fixes your access, your next change to that field reaches Salesforce. Escalation: If your admin confirms your access is correct, send your data to FieldKo support.

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The Record Is in Salesforce but Not in a Report

Problem or symptom: You can open the record in Salesforce, but a report or dashboard doesn’t count it. Applies to: Salesforce reports and dashboards, and external reports. Why it happens:
  • The report filters on a status your record doesn’t have yet, such as completed.
  • The report’s date range, owner or other filters leave the record out.
  • The dashboard hasn’t been refreshed since you synced.
  • Some reports, such as Power BI reports, are customer-specific configuration and refresh outside Salesforce on their own schedule.
How to investigate: Ask the report owner which filters the report uses, and when the dashboard or external report last refreshed. How to resolve: Ask the report owner, your manager or your admin to check the filters and refresh the report. For an external report, ask your admin or FieldKo support when it next refreshes. Expected result: The record appears after the filters include it and the report refreshes. Escalation: Your admin, or FieldKo support.

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What You Can Do, and What Needs Your Admin

For the admin steps, see Diagnose Rep Issues.
Last modified on October 26, 2026