Troubleshooting: Start Here

Before you try any fix, don’t log out, uninstall the app, or run Reset Sync. These can delete work that hasn’t synced yet.

Logging In and Setup

If You See or Notice	Go To
You can’t log in, or your company uses single sign-on	Troubleshoot Login and Setup
You forgot your password, or Salesforce asks you to verify your identity	Reset Your Password or Set Up MFA
Network Required, Initialization Error, or setup timed out	Troubleshoot Login and Setup
Repair Offline Storage	Troubleshoot Login and Setup
Switch user?	Troubleshoot Login and Setup
”Insufficient Privilege: User does not have access to FieldKo”	Fix Sync Errors

Visits and Accounts

If You See or Notice	Go To
Your visits are missing	Why Some Records Aren’t on Your Device
No Call Cycle. when you create or move a visit	Call Cycles
You can’t check in, or the app says you’re far from the store	Check In
You can’t check out	Check Out
An account is missing	Frequently Asked Questions
A menu item or visit action is missing	Frequently Asked Questions
Visit reminders don’t appear	Get Visit Reminders

Sync and Photos

If You See or Notice	Go To
Sync History shows PARTIAL or FAILED	Fix Sync Errors
Pending Changes doesn’t reach 0	Fix Sync Errors
Your photos aren’t in Salesforce	Fix Sync Errors
Your changes aren’t in Salesforce, or data looks out of date	Fix Sync Errors
A change you made was replaced by someone else’s	When the Same Record Changes in Two Places

If You See or Notice	Go To
Your settings went back to their defaults	Personalize Your Settings
Photos are too large or upload slowly	Photos
You’re getting a new phone or tablet	Log Out Safely

If You See or Notice

Go To

Your settings went back to their defaults

Photos are too large or upload slowly

You’re getting a new phone or tablet

Get More Help

If you’re still stuck:

Ask your manager or Salesforce admin. Many problems, such as missing visits, accounts, or menu items, are fixed in Salesforce.

If records won’t sync or you’re worried about losing work, send your data to FieldKo support.

Email support@fieldko.com. Include your Salesforce username, your device model, the app version, what you were doing, and the exact message you saw.

Logging In and Setup