We are facing an issue in offline CG cloud app, where users are intermittently getting sync issues, when they try to create an order it get stuck the sync fails, but when they uninstall and reinstall the app, it works fine again. Happens with most sales rep but one is specially facing the issue more. We checked the logs and found nothing conclusive
Hi!
I have two suggestions for doing the investigation:
a) Replicate the issue using the modeler and verify the logs and API calls.
b) Enable trace mode for the user who is having more issues for a while. To do that, follow these steps directly on Salesforce:
- Access Salesforce and enter the "Sync Management" app.
- On the list view, find the user with more issues and click on the "Name" with prefix SMAI-*
- Go to the "Remote requests" section
- Select the "Request Name" called "Activate Trace Mode"
- Set the duration window during which trace mode will be enabled (enough time for the user to get the issue again)
- Select the "Log Area". In this specific situation, select only "Sync"; maybe it makes more sense.
- And "Save" the request.
- This request will go to the "Pending Requests" list, and you need to let the user know to do a sync to apply the request.
- The user will work normally; when the issue occurs, ask them to notify you.
- Now you need to get the log to analyze the issue. To do that, create a new request (following 2 and 3), choose "Request Logs," and save.
- Repeat step 5.
- After the sync, you will see the zip file with the log in the "Request History" section.
I believe your issue is that some record was created by the user and an exception is being thrown during the sync. For example, validation rules, Apex exceptions, flow errors, etc...
This hypothesis is reinforced by the fact that the problem stops occurring when the app is reinstalled. In other words, the existing app data is deleted, and syncing resumes normally after that.
