Troubleshooting Salesforce Issues

When you run into an issue, examining the raw data in the Grid Edit module can help you spot inconsistent values and diagnose data sync problems between your CRM and Insycle. 

The first step in troubleshooting is to pick one sample record and identify why the operation is not running as expected for that specific record. It's difficult to troubleshoot all records together in bulk because there could be different types of issues affecting the data.

When troubleshooting deduplication issues, pick one sample group of records. For linking/association issues pick one sample pair of records.

To examine a specific set of records and determine why your operation wasn't working:

1. In the Grid Edit module, set a filter that isolates the sample records.
2. Alter the Layout to include the fields you need to analyze (these appear in the Record Viewer and exported CSV).
3. Analyze the records in the Record Viewer to find clues as to what is tripping up your operation.

Navigate to Settings > Activity Tracker and download a CSV report to review changes by clicking the Run ID.

In the CSV, review the before-and-after snapshot of every field altered using Insycle, and evaluate what is happening.

Remember to check the Result field. If there is an error in the Result field, copy and paste it into Insycle's Help Center. If an error seems like it is related to your CRM, paste the text into Google. 

Most issues are one of these three types:

1. The Data is Not What Was Expected. If the data in your field is different than expected, you can alter your template to account for variations. If the data is very inconsistent, you may need to format and standardize it first. 
2. Field Values from CRM Not Appearing in Insycle. If you don't see data in the relevant field in Insycle, but the field contains data in your CRM, it is likely a field sync issue. In this case, contact support through live chat to have this field prioritized & synced up in Insycle.
3. Recent CRM Updates Are Not Reflected in Insycle. If recent updates made in your CRM aren't showing up in Insycle, it may be due to database sync lag. You can trigger a manual sync by following the steps in the Refresh Data, Sync Latest Changes article.

If you're seeing an error in Insycle that says, "Please install the AppExchange app," the first step is to confirm you have the latest Insycle AppExchange app version installed by following the Check the Insycle App Version steps below.

If you have already gone through these steps and confirmed you have the most up-to-date version of the Insycle app, please reach out to Insycle support. 

You can connect directly with our support agents using the live chat that appears at the bottom of every page in the app. We're here to assist you during the following hours:

• 9 AM - 6 PM GMT+1 (London)
• 9 AM - 6 PM EST (New York)
• 9 AM - 6 PM PST (Los Angeles)

Ensure you have the latest version of the Insycle app installed, with admin credentials. You can update the Insycle app from Salesforce's AppExchange.

Log into your organization and go to Salesforce Setup. Using the quick find, type “Installed Packages” and select it in the drop-down. 

On the Installed Packages page, look up the currently installed version number.

Look up the current version on Insycle's App Exchange listing on the More Details tab. If your currently installed Insycle package is not the most up-to-date, click Get It Now and follow the installation steps.

Make sure your issue isn't being caused by a validation rule on the object. Object-level validation can stop Insycle updates from running and generate errors. 

To check this navigate to the settings for the type of object you are updating, and then click on Validation Rules. 

To learn more, view Salesforce's Examples of Validation Rules article. 

To run operations and update Salesforce data from Insycle, Insycle users need read and write access at all levels, including record type, object, and profiles. 

To check and update access, log into Salesforce, go to Setup, and type “App Manager” in the search, then select it in the dropdown. 

Find Insycle in the App Manager list, then click the menu arrow at the far right end of the row. Select Edit.

Scroll down to the Assign Profiles section and verify that the Visible checkbox is checked for all the appropriate Profiles, then click Save.

Learn more about Salesforce permissions. 

Review your Salesforce automations to make sure the current issue is not being created by any cascading process. It may be the case that automation is undoing updates made in Insycle. 

For a good top-down view of your existing automations, go to Settings > Automation Home. 

There are three cases when Insycle will use Salesforce APIs:

1. 1. During initial data onboarding - That is, right after trial signup - Insycle will consume APIs proportional to the number of accounts, contacts, leads, and opportunities in the database.
   2. When data is modified through Insycle - For example, when records are deduplicated, mass updated, imported from CSV, etc., from Insycle.
   3. During regular data sync - Data is synced between Salesforce and Insycle on an ongoing basis. The sync is efficient and only looks for modified records. That is, if no record was modified, Insycle wouldn't sync any record and won't consume any APIs. However, even when you don't make updates in Insycle, it will still consume APIs based on the number of records that were modified directly in Salesforce by (i) users, (ii) automations, or (iii) other apps, as those changes need to be synced back to Insycle.

If you see a sudden sharp increase in Salesforce API usage after Insycle's initial onboarding sync, there are several possible causes:

• Someone in your company did a big import or bulk update directly in Salesforce. This affected numerous records and as a result, Insycle had to consume APIs to sync and stay current with the changed records.
• Another app that you have installed did a big import or bulk update directly in Salesforce. As a result, Insycle had to sync to stay current with the changed records, which consumed APIs.
• A Salesforce admin introduced a daily script or APEX code that modifies the records automatically every day. Therefore instead of syncing only the net user-modified records, Insycle has to consume many APIs to sync back the automatically changed records on a daily basis.

Make sure you have the available inbound API requests to run the needed operations. Every field update from Insycle uses an inbound API request. If you do not have API requests available, the operation will not run. If you are out of API requests, you will need to purchase more to use Insycle.

A quick way to view your recent API usage is from the Setup > System Overview page.

Learn more about Salesforce's API Request Limits and Allocations, and Analyzing API Usage in Salesforce.

When you run out of your allotted API calls on Salesforce, Insycle operations will not be able to run.

If you find that you are running out of APIs, there are a few resolution options to consider: 

• Analyze what is using the APIs. Your APIs may have been drained by a one-off spike from another app. But if this happens often and you're not sure which other app is consuming Salesforce APIs, you can generate a report of API usage across all apps using the steps in the How to Create a Salesforce API Usage Report and Manage your API Calls blog post.
• Buy more APIs from Salesforce. If you need more, you can buy Salesforce API add-ons directly from Salesforce. The price of additional APIs is $25/month per 10K APIs. See Salesforce's Add-on Pricing PDF for details.
• Request an Insycle API allocation change. Contact Insycle support to ask about modifying the Insycle APIs quota allocation. If it's available for your account, there is no cost to change these controls.
• Request a temporary daily API limit increase from Salesforce. Reach out to your SFDC Account Executive and ask for a temporary, complimentary daily API limit increase. See the Salesforce help article, Temporary Daily API Request Limit Increase for Emergencies.
• Wait for your API allotment to refresh. Because the limits are set daily, you also have the option to wait until more APIs become available the next day. 

When you make changes through Insycle, everything is in sync. When you make changes in the CRM, directly modified records sync with Insycle hourly, and deleted or merged records sync nightly.

To trigger a manual sync and update records modified in the past day, in Insycle navigate to Settings > Sync Status, select an account, and click the Sync changes from last day button.

You'll see a confirmation that Insycle kicked off incremental sync for the changes made within the last day.

To learn more, see Refresh Data, Sync Latest Changes.

If you're still unable to see particular Salesforce fields in Insycle, you may need to check the field-level security and make sure it is visible for your user profile.

In Salesforce navigate to Setup > Objects and Fields > Object Manager. 

Select the object from the list, then click Fields & Relationships.

On the field detail page, click the Set Field-Level Security button.

On the Set Field-Level Security page, it is easiest to check the topmost Visible checkbox to ensure that the field is available for all profiles. Then click Save. 

If it is important that only specific profiles have access to the field, make sure all the appropriate profiles are checked. If your profile type is not checked, but you're sure you should have access, you may need to revisit the profile you've been assigned or consider changing the field-level security.

To learn more, check out these posts on Salesforce's IdeaExchange and Developer Forums.

If the field is still not visible, use Salesforce Workbench to verify the field is visible to you.

Log in to Salesforce Workbench: https://workbench.developerforce.com/login.php

In the Jump to dropdown, select Standard & Custom Objects, then select the Object type.

Click the Fields folder and look for your field.

If the field does not appear in Workbench, this means there is a Salesforce settings/role/permissions issue—your account doesn't have access. 

If the field does appear in Workbench, it means there is an issue with Insycle. Continue on to the next step below.

If you can see the custom field in Workbench but not in Insycle, another user without the right Salesforce permissions may be the Insycle Owner.

The visibility of fields is controlled by the Insycle user with the Owner role. This can be reviewed in Insycle under Settings > Users.

This Owner user must be assigned a Salesforce user profile that has Visible access to each field in the CRM.

To verify this, in Salesforce navigate to the settings for the field. 

On the field detail page, click the Set Field-Level Security button.

Confirm the Visible box is checked for all the appropriate profiles.

Then confirm that the user with the Insycle Owner role is part of a Salesforce profile that has Visible access to the field.

If you need to change the Insycle Owner to someone with the right Salesforce access, or you still can't figure out why you can't see a field, raise a ticket with Insycle Support from the chat, or send an email to support@insycle.com.

When you add a new custom field in Salesforce, it will automatically refresh and appear in Insycle within the hour, or the next time you log in.

If you're not seeing the custom field in Insycle, the data sync with Salesforce may not have finished processing yet. Give it a few more minutes to complete the batch, then check again.

You can also trigger a manual sync of field data at any time. To refresh the data in Insycle, navigate to Settings > Sync Status, select the account, and click the Sync changes from last day button.

If this doesn't resolve the issue, see the Troubleshooting Field Visibility section above.

If you've checked the steps above and are still running into issues, there are some additional advanced steps that you can take:

1. Replicate the scenario in a Sandbox for further analysis.
2. Debug the entire process to assess what is happening step by step.

If you cannot pinpoint what causes the problems with your operation, contact support via chat.

To speed up troubleshooting, please include a screenshot of your settings and a sample record that didn't update as expected. For example:

• Record ID is 123456
• Type is Contact
• Current value for field "First Name" is "JANE"
• Expected value is "Jane"
• Template configuration screenshot

You can connect directly with our support agents using the live chat that appears at the bottom of every page in the app. We're here to assist you during the following hours:

• 9 AM - 6 PM GMT+1 (London)
• 9 AM - 6 PM EST (New York)
• 9 AM - 6 PM PST (Los Angeles)