Initial Sync Issues
Your Salesforce Profile is not associated with any active ServiceMax Group Profile
To login to and use any mobile app, mobile user’s Salesforce profile must be associated with an active ServiceMax Group Profile. Configure this association from ServiceMax Setup > App Administration > Configuration Profiles screen.
Initial sync is stuck at a step or restarts automatically
When this happens combined with any error message about inaccessible object or inaccessible field or inaccessible Apex class displayed in the UI (iPad / iPhone apps) or in the browser console log (Laptop app), ensure that the mobile user’s profile has access to all the required configuration objects. One way to check this quickly is to associate the ServiceMax Standard permission set to the mobile user’s profile and retry.
Initial sync fails to complete - SOQL query failure or Server Timeout error
This can happen in one of the following scenarios:
• A transaction object has a large number (>300) of fields and/or many complex formula fields, and SET008 is set to False. This is likely to happen with objects such as Account, Contact, Case, Product, or Work Order. If this is the case, set SET008 to True and retry sync.
• A transaction object has a large number of records (>100,000). If this is the case, try the following:
◦ Set SET006 to a lower value (reduce by 1000, but not lower than 3000).
◦ If the above doesn’t resolve the issue, check if indexing on any of the fields used in the download / advanced download criteria expression is required (this needs to be taken up with Salesforce).
Initial sync fails to complete - Heap Size Exceeded or Too Many SOQL Queries error
Decrease the value of group configuration setting SET011 and retry sync. Decrease it by 5, till the issue is resolved. Do not decrease it below 40.
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The value of SET011 must be updated for the mobile user's ServiceMax Group Profile and not Orgwide Profile.
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Some SFM transactions are not available on the device though Initial Sync completed successfully
SFM transactions are not downloaded under the following conditions:
• When the mobile user does not have permission to all the objects referenced in the SFM transaction. To determine the list of objects referenced in a SFM transaction, go to the SFM Transactions Tab of the Mobile Configuration Screen. Click the pencil icon to display the list of objects referenced in the associated SFM transaction. This list includes source and target header and child objects, objects referenced in the Page Layout through reference fields, objects referenced in the Document Template and Document Template Details.
• When the SFM transaction is not associated with any SFM Wizard available for the mobile user, or is not associated as a linked SFM transaction to another available SFM transaction