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In case of problems, Resco support may occasionally ask you for log files.
{{Academy|38|Logs and troubleshooting}} {{Support TOC}}
In case of problems, Resco support may occasionally ask you for log files. See [[Send log]] for information about to how to send log files from the app.


== Sending logs from mobile apps ==
== What is a log? ==


# Go to the app's [[Resco_Mobile_CRM#About|About]] section – typically available on the [[Home screen]].
A log is the basic means of communication between the app and a technician, or another responsible person. It provides basic information about the app’s behavior, potential faults, and errors.
# Tap the scroll icon [[File:Send log.png]] in the top right corner of the app.
# Add any details as necessary and then tap the send icon. [[File:Send email.png]]


{{Note|If you can’t find the About section in your app, please contact your CRM administrator (or the person responsible for Resco Mobile CRM in your company), to guide you to the About section, or to place the About section to a visible place in the Resco Mobile CRM application customization.|Tip}}
The log itself does not contain any CRM data, except Organization ID and User ID that synchronizes the app, and the name and ID of the record that experienced an issue - for identification.


== Sending logs from Woodford ==
The log contains excerpts from the app’s code – e.g. synchronization details, how long the synchronization took, how many records were downloaded, whether there were any conflicts, issues with connecting to the CRM server, or any other problems with the synchronization.


{{Note|This function is unavailable in the current version of Woodford.|Warning}}
It also contains the stack trace, i.e. the last steps that the app did before an error or crash occurred. This can help you identify a missing field, or other customization error, or help us identify a problem in the app that we can fix then.


The legacy Silverlight version of [[Woodford]] had the function to display and send logs (the option '''Logs''' in the '''Administration''' menu). HTML version of Woodford does not offer similar function.
When users experience any problems with the app, the best thing they can do is to send the log from the app’s About section and describe what happened; ideally in a step-by-step manner so that the problem can be reproduced. The more information users provide, the faster can the support staff find the cause of the issue and fix it, or advise what to do next.
 
{{Note|The log can be sent from the app’s [[Resco_Mobile_CRM#About|About]] section. Do not remove the About item from the [[home screen]] when customizing your [[app projects]]. Otherwise, users will not be able to provide logs for troubleshooting.}}
 
By default, when a user sends a log from the app’s About section, the email address of Resco technical support is predefined. If you want to receive logs to your own support email, select '''Design > [[Branding]]''' from the '''Project''' menu in [[Woodford]] and change the value of '''Support Email'''.


== Types of log files ==
== Types of log files ==
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; JSBridge.log: contains information about errors that occurred when running JavaScript code
; JSBridge.log: contains information about errors that occurred when running JavaScript code


When you use the send log function of the mobile app, the app collects information from the individual log files and adds a short header information. Synchronization log is also always included. The other log files are only included in case there were issues in the corresponding app functionality.
When you use the [[send log]] function of the mobile app, the app collects information from the individual log files and adds a short header information. Synchronization log is also always included. The other log files are only included in case there were issues in the corresponding app functionality.


=== Finding physical files in Windows versions of mobile apps ===
=== Finding physical files in Windows versions of mobile apps ===
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If you are using Windows version of the mobile application, you can find the individual log files directly in your file system. Depending on your application version, the log files might be stored in various locations:
If you are using Windows version of the mobile application, you can find the individual log files directly in your file system. Depending on your application version, the log files might be stored in various locations:


* In case of '''Windows 7 Desktop''' application, the application data are stored in the following folder: <code>%APPDATA%\MobileCRM</code>, which is typically: <code>C:\Users\{UserName}\AppData\Roaming\MobileCRM</code>
* In case of '''Windows 7 Desktop''' application, the application data are stored in the following folders:
::(Win 8.1) <code>%LOCALAPPDATA%\Roaming\MobileCRM\</code>
::(Win 10) <code>%APPDATA%\MobileCRM</code>, which is typically: <code>C:\Users\{UserName}\AppData\Roaming\MobileCRM</code>


* In case of '''Windows Store (Win10)''' version, it’s <code>%LOCALAPPDATA%\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM</code>, which is typically: <code>C:\Users\{UserName}\AppData\Local\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM</code>
* In case of '''Windows Store (Win10, WinUWP)''' version, it’s
:: <code>%LOCALAPPDATA%\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM</code>, which is typically: <code>C:\Users\{UserName}\AppData\Local\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM</code>


=== Access logs via Sync Dashboard ===
=== Finding physical files on Mac ===


Administrators can remotely access synchronization logs via the [[Sync Dashboard]].
If you are using Mac with an M1 chip, you can install the iOS version of the app on your Mac. This allows you to access the files just like on a Windows PC. The files are available in the hidden ~/Library/Containers folder.
# Run Finder and go to the User folder.
# From the menu, select '''Go > Go to Folder...'''
# Type "library" and press Enter.
# Open the Containers folder to find app data.
# Go to MobileCrm/Data/Documents.


== First-level support ==
If you're using other apps instead of the Finder to browse the files, such as Terminal, you may see an obscure ID (such as "DAC418AD-901A-44A3-83A9-35C3C1105C03") instead of "MobileCrm" as the folder name.


Providing fast support to users is one of the key steps to further boost the user acceptance of the Resco Mobile CRM application. Resco technical support does not know the internal network security setting and workflows, in many cases, it makes a lot of sense if the support is provided by a party closer to the end user.
=== Access logs via Sync Dashboard ===


The following sections describe the log files from Resco MobileCRM app in more detail. This information can be used by various parties that can provide technical support for the mobile app:
Administrators can remotely access synchronization logs via the [[Sync Dashboard]].
* customer administrators
* technical staff of partners and resellers
* Resco technical support staff


== Header ==
== Header ==
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Right after installation, the log contains at least a header like this:
Right after installation, the log contains at least a header like this:


<pre>MobileCRM 8.3.2.0                      Application name and version
<pre>
2xxxxxx9-Dxxx-4xxx-Axxx-4xxxxxxxxx6    Device ID
Inspecciones personalizadas (versión en español)
MyiPad                                Device name
Powered by Resco Mobile CRM v13.1.0.3
iPad Air 2 4G (iPad5,4)               Device model
AppStore Version
iPhone OS 9.1.164bit                  Device OS
Platform: WinRT
AppStore Version                      Application type</pre>
Device ID: AwBi8QgAcL4F...wewkALrE=
Device Name: J.resco2.local
Device Model: Unknown Windows.Desktop
OS Version: Windows NT 10.0.18363.900 (2814750970545028)
Resco.MobileCRM_13.1.0.0_x64__nf1vnwdtkksgr
</pre>


; Application name and version: The application name reflects the '''Title''' set in the project's [[Branding]] section in [[Woodford]]. It can be one of the identifiers whether the user received the right project. The application version number always reflects the installed app’s version.
; Application name and version: The application name reflects the '''Title''' and '''Subtitle''' set in the project's [[Branding]] section in [[Woodford]]. It can be one of the identifiers of whether the user received the right project. The application version number always reflects the installed app’s version.


; Device ID: This ID number depends on theoperating system a device runs.  
; Application type: “AppStore Version” means that the application was provided by Resco and downloaded from an official app store (Apple App Store, Google Play, Windows Store). If this line shows anything else, it means the user is running a custom-built application based on the Resco Mobile CRM technology.
 
; Device ID: This ID number depends on the operating system a device runs.  
:* For Apple devices see this [https://developer.apple.com/library/ios/documentation/UIKit/Reference/UIDevice_Class/#//apple_ref/occ/instp/UIDevice/identifierForVendor link]
:* For Apple devices see this [https://developer.apple.com/library/ios/documentation/UIKit/Reference/UIDevice_Class/#//apple_ref/occ/instp/UIDevice/identifierForVendor link]
:* For Android devices see this [http://developer.android.com/reference/android/provider/Settings.Secure.html#ANDROID_IDhttp://developer.samsung.com/technical-doc/view.do?v=T000000103 link]
:* For Android devices see this [http://developer.android.com/reference/android/provider/Settings.Secure.html#ANDROID_IDhttp://developer.samsung.com/technical-doc/view.do?v=T000000103 link]
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</syntaxhighlight>
</syntaxhighlight>


; Device name: It is a name set in the device’s settings, e.g. user specified name.
; Device name: It is a name set in the device’s settings, e.g. user-specified name.
; Device model: Indicates how the device model is represented in device’s OS.
; Device model: Indicates how the device model is represented in device’s OS.
; Device OS: Shows the device’s operating system version.
; Device OS: Shows the device’s operating system version.
; Application type: “AppStore version” means that the application was provided by Resco and downloaded from an official app store (Apple App Store, Google Play, Windows Store). If the Application type field reads anything else, it means the user is running a custom-built application based on the Resco Mobile CRM technology.


== Synchronization log ==
== Synchronization log ==


When [[synchronization]] is successful, this partial log records all the important information about the synchronization. If there is an issue, it will, of course, log the error, including as many details as possible to identify the issue.The synchronization log can also be used to check synchronization performance. It should look like this:
When [[synchronization]] is successful, sync log records all the important information about the synchronization. Any issues are logged, included as many details as possible. The synchronization log can also be used to check synchronization performance.  
 
We are continuously working to improve the sync log. This description corresponds to [[Release_notes#v13.1.0|release 13.1.0]].
 
The sync engine continuously collects information during the sync process and at the end, the most important information is extracted into the Summary section (described in more detail below).
 
You can enable a more detailed sync log by using the configuration option '''Diagnostic Sync Logs'''. We recommend this in case of problems.
 
The most important parts of sync log are described below.


<syntaxhighlight lang="xml">
<syntaxhighlight lang="xml">
Log file: syncLog.txt
Log file: syncLog.txt
Date:2015-06-03 11:57:38+02:00
Date:2020-06-22 09:58:02+02:00
Org: 00000000-0000-0000-0000-000000000000
Org: dc6a053b-446a-48d5-a48f-011ed6265b22
User: 00000000-0000-0000-0000-000000000000
User:601d9d17-89b4-e111-9c9a-00155d0b710a
License: Valid
 
New Customization 00000000-0000-0000-0000-000000000000 (body: True)
New Customization e89b30c0-9b89-4369-bc38-26dc0a2958f8
<Summary Foreground Server:5 Crm2011/ActiveDirectory Threads:3 Sent=0 Recv=27905 Result=CustomizationReady/> <Times Total=105552 Connect=7820 Prepare=7936/> <Details> <GetCustomizationTim=3808/> <DbPrepareTim=1146/> <Perm Priv=2473ms Org=357ms/> <FullSync> <DownloadActivityParty:appointment 1635ms, Added:618, DelCmds:245, Deleted:0/> <DownloadActivityParty:serviceappointment 499ms, Added:141, DelCmds:112, Deleted:0/> Entitys=86461ms Many=1601ms Shared=176ms <Cleanup221ms, Deleted 6/9> Attach=1246ms Sent=0 Recv=27905 TotalTim=89791</FullSync> </Details>
LicenseCheck: Requested: Inspections => Response: ([Inspections/Trial/2020-06-28T00:00:00.0000000Z],[Core/Trial/2020-06-28T00:00:00.0000000Z]) => Licensed
<GetCustomization Tim=1532/>
ValidateSchema=15ms
CustomizationUnpack=1657ms
 
<Details>
<Perm Priv=328ms Org=203ms/>
</Details>
 
<Summary>
<Settings App='13.1.0.3' Server='Xrm' Threads='3' MaxExecMultiple='0' Foreground='true' Launch='Manual'/>
<Results Sent='0' Recv='0' Result='CustomizationReady, RestartSyncInBackground'/>
<Times Total='4328ms' Connect='437ms' Prepare='3875ms'/>
<DownloadCustomization Status='NewCustomization' UnpackTime='1657ms' TotalDownloadTime='1532ms' />
 
<ApiCalls Prepare='11' Total='11' />
</Summary></syntaxhighlight>
 
=== Summary section ===
 
The Summary section may include over 100 different statistics and information. In this description, we focus on the most important ones.
 
; Settings
 
<syntaxhighlight lang="xml">
<Settings App='13.1.0.3' Server='Xrm' Threads='3' MaxExecMultiple='0' Foreground='true' Launch='Manual'/>
</syntaxhighlight>
 
* App: the version of the [[Resco Mobile CRM]] app
* Server: the backend server ("Xrm" for [[Resco Cloud]], "Salesforce", or Dynamics version, for example "Crm2011.13/ADFSUser")
* Threads: number of download threads in the entity downloader
* MaxExecMultiple: Woodford configuration parameter [[Configuration#Sync_Advanced_.28contact_support_before_use.21.29|'''# Records / UploadRequest''']]
* Foreground: [[Synchronization#Foreground_vs_background|Foreground vs background]] synchronization
* Launch: Was the sync launched manually ("Manual") or automatically ("Auto")
* NOLOCK: Woodford configuration parameter [[Configuration#Sync_Advanced_.28contact_support_before_use.21.29|'''No Lock During Sync''']]
 
; Results
<syntaxhighlight lang="xml">
<Results Sent='0' Recv='0' Result='CustomizationReady, RestartSyncInBackground'/>
</syntaxhighlight>
 
* Sent: number of uploaded records
* Recv: number of downloaded records
* Result: Either "Normal" or a combination of the following: "CustomizationReady" (new or changed customization was found, downloaded and applied), "Wiped" (application was wiped by admin), "UploadErrors", "AppLocked" (application was locked by admin), "Aborted" (sync process was killed), "AdminFullSync" (administrator forced full sync from Woodford), "WebError", "ConnectFailed", "OAuthError", "RestartSyncInBackground", "Warning"
 
; Times
 
<syntaxhighlight lang="xml">
<Times Total='4328ms' Connect='437ms' Prepare='3875ms'/>
</syntaxhighlight>
</syntaxhighlight>
* Total: Total time spent in this SyncEngine pass (does not include time spent downloading asynchronous attachments and Exchange/Google sync)
* Connect: Time spent in server handshake
* Prepare: Time spent for download of metadata, including app project, permissions, Salesforce layouts, creation of a new database if needed and preparation for download
* UploadTotal: Time spent in upload
==== Entity downloader (IncSync / FullSync) ====
<syntaxhighlight lang="xml"><FullSync Recv='480' TotalTime='2109ms' Entitys='859ms'></syntaxhighlight>
* Recv: # records downloaded
* TotalTime: Total time spent
* Entitys: Time spent in the download of "normal" entities
* ManyToMany: Time spent in the download of intersect (NN) entities
* Imgs: Time spent in the download of entity images headers (actual images are downloaded as attachments)
* Shared: Time spent in shared records download (SyncShared)
* ActivityPartys: Time spent in the download all activityparty records
* MarketingListTime: Time spent in marketing lists download


The sync log has its own structure. To save space, most of the labels and descriptions are shortened. The following info explains the data found in the synchronization log, from top to bottom, left to right:  
; Delete plugin
<syntaxhighlight lang="xml"><SyncDeletes TotalTime='94ms'/></syntaxhighlight>
* AnalyzeTime: Time spent in SyncDeletes analyzer
* NoSvrChanges: No changes since the last sync
* PartialFullSyncForced: FullSync forced for some tables (Because of too many Server deletes)
* nDeletes: number of ordinary records deleted
* nnDeletes: number of intersect (NN) records deleted
* nFetches: number of API calls in SyncDeletes module
* NoSvrChanges: No Server Changes
* TotalTime: Time spent in SyncDeletes module


; License: First information is the License type. It can be Valid or Free. Validmeans the user has a professional (paid) license assigned. Free means that either a free version of Mobile CRM app is used, or it is a trial of the professional license.
; [[Synchronization_steps#SyncAnalyzer|SyncAnalyzer]] statistics
<syntaxhighlight lang="xml"><SyncAnalyzer SkipEntitys='28' TotalTime='578ms'/></syntaxhighlight>
* PartialFullSyncForced: FullSync forced for some tables (Because it is more efficient than normal incremental sync)
* AnalysisBroken: SyncAnalyzer aborted prematurely
* SkipEntitys: number of entities skipped
* TotalTime: Time spent in SyncAnalyzer module


; New Customization: This section shows that there is new customization available and applied. The customization ID number can be compared with other users, if it seems that the customization was applied for one user but not for others(or the other way around). You can simply check the ID and see if they are getting the same project. You can do so in the Woodford configuration tool using the Check User option. If there is no new customization and the app synchronized only CRM data, this part of the sync log will read Customization NOT MODIFIED.
; [[SyncDownloader]] statistics
<syntaxhighlight lang="xml"><SyncDownloader CacheSize='250MB' UsedCache='121MB' PausedFor='23%'/></syntaxhighlight>
* CacheSize: Upper limit (theoretical) for the downloader cache
* UsedCache: Really used downloader cache
* PausedFor: How long was some download thread blocked because of full cache


; Summary: Download summary represents data as a number of threads, number of uploaded records, and number of downloaded records.
==== SyncShared (download of shared records) ====


You can find additional examples from the synchronization log, along with technical description of the process, in the [[Synchronization steps]].
<syntaxhighlight lang="xml"><SyncShared Recv='123' Del='123' Conflicts='123' SlowEntities='account; contact' TotalTime='453ms'/></syntaxhighlight>
* Recv: number of records downloaded
* Del: number of records deleted
* Conflicts: number of conflicts
* SlowEntities: list of entities with substantial downloads (current limits: download_time>10s or #_processed_records>10K)
* TotalTime: Time spent in SyncShared module


=== Summary section ===
==== Cleanup ====
<syntaxhighlight lang="xml"><Cleanup RecsDeleted='0' NNRecsDeleted='123' RecordCleanup='219ms' DocsDeleted='0' DocsCleanup='219ms'/></syntaxhighlight>
* RecsDeleted: number of ordinary records deleted
* NNRecsDeleted: number of intersect (NN) records deleted
* RecordCleanup: cleanup duration (does not encompass document cleanup)
* DocsDeleted: number of documents deleted
* DocsCleanup: document cleanup duration
 
==== Attachment download ====
<syntaxhighlight lang="xml"><Attachments DequeueEmptyNotes='9;31ms' Recv='123' Failed='123' Skipped='72'/></syntaxhighlight>
* DequeueEmptyNotes: Number of empty notes; time spent in the detection of empty notes (As an optimization - empty notes are processed in a separate step)
* Recv: number of attachments downloaded
* Failed: number of attachments failed (Attachments whose download finished in HTTP error 401 or 404; other errors are considered fatal and abort whole attachment download)
* Skipped: number of attachments skipped (exceed appSettings.MaxAttachmentSize or do not match BlobStoreFilter - if any)
* Waiting: number of attachments that remained in the queue when the download was interrupted (Will be downloaded during next sync)
* Cleaned: number attachments dropped because they belong to a record which is no longer in the client DB [and how log took the cleanup]
* TotalTim: Total time spent in attachments download
* Aborted: If the attachments download was aborted
 
==== Document sync ====
 
; SharePoint download
(download of document headers from SharePoint server (docs themselves are downloaded by FileDownloadQueue)
 
<syntaxhighlight lang="xml"><SharePointDownload REST='False' OAuth='False' TotalTime='1215375ms' ParsingTime='123ms' .../></syntaxhighlight>
 
Terminology used for SharePointDownload stats:
* REST: appSettings.UseRestApiForSharePoint: REST API is switched on
* OAuth: appSettings.UseNewRestApiForSharePoint: New SharePoint REST API is switched on
* TotalTime: Total time spent in SharePoint downloader
* ParsingTime: Time spent in processing GetListCollection responses
* GetListCollectionCalls: number of server requests + time spent in GetListCollection requests
* GetListCalls: Same stats for GetList calls. This step is omitted when using REST API.
* GetListItemsCalls: Same stats for GetListItems calls
* IgnoredLists: Lists apriori ignored (e.g. lists which are not document libraries or hidden)
* UnchangedLists: Lists not changed since the last sync
* FailedLists: Failed to get list details
* FileInfosSaved: List items that refer to a SharePoint document
* NotDownloaded: Documents skipped (exceed appSettings.MaxAttachmentSize or do not match BlobStoreFilter)
* Deletes: Docs deleted from the client because they were deleted from the server
* UnknownDeletes: Documents deleted at the server that were not found on the client
 
Nice case (fast) - using REST API
<syntaxhighlight lang="xml"><SharePointDownload REST='True' OAuth='False' TotalTime='3015ms' GetListCollectionCalls='3x/1438ms' GetListItemsCalls='9x/1390ms' FileInfosSaved='256'/></syntaxhighlight>
 
Nice case without REST API (Using REST API would save ~860ms)
<syntaxhighlight lang="xml"><SharePointDownload REST='False' OAuth='False' TotalTime='3016ms' GetListCollectionCalls='1x/1515ms' GetListCalls='31x/860ms' IgnoredLists='7' GetListItemsCalls='2x/563ms' FileInfosSaved='62' NotDownloaded='11'/></syntaxhighlight>
 
Nothing downloaded because of BlobStoreFilter
<syntaxhighlight lang="xml"><SharePointDownload REST='False' OAuth='False' TotalTime='2438ms' GetListCollectionCalls='1x/891ms' GetListCalls='6x/438ms' IgnoredLists='19' GetListItemsCalls='3x/1000ms' FileInfosSaved='30' Deletes='11' NotDownloaded='30'/></syntaxhighlight>
 
192 sites. This is strange itself, usually a small number of sites is used, often 1. <br>
81 document libraries. This indicates that majority of sites are not needed.<br>
Recommendations:
* Exclude unneeded sites: Will save 20+ secs, probably more
* Use REST API: Will save 3.6 sec
<syntaxhighlight lang="xml"><SharePointDownload REST='False' OAuth='False' TotalTime='73094ms' GetListCollectionCalls='192x/44304ms' GetListCalls='81x/3688ms' IgnoredLists='1240' GetListItemsCalls='173x/16294ms' FileInfosSaved='0'/></syntaxhighlight>
 
Extreme case - many lists
<syntaxhighlight lang="xml"><SharePointDownload REST='False' OAuth='True' TotalTime='1215375ms' GetListCollectionCalls='282x/161684ms' GetListCalls='60145x/995196ms' IgnoredLists='1332' GetListItemsCalls='175x/44298ms' FileInfosSaved='10' NotDownloaded='10'/></syntaxhighlight>
 
; OneDrive / GoogleDrive / Box / DropBox download
Download of document headers stored in File Engines (docs themselves are downloaded by FileDownloadQueue).
<syntaxhighlight lang="xml"><OneDriveDownloadSync TotalTime='58641ms' #ForeignFiles=1 #FileInfosSaved=3573 #NotDownloaded=2892 #Deletes=1 SaveChangesCalls=21x/595ms/></syntaxhighlight>
* Aborted: If the download was aborted
* Failed: If the download has failed
* TotalTime: Total time spent in the download
* ForeignFiles: Documents refused as they do not match naming convention (<path>/<entity_name>/<record_name>_<record_id>/<file_name>)
* FileInfosSaved: number of doc headers stored in the client DB (enqueued in FileDownloadQueue)
* NotDownloaded: Documents skipped (exceed appSettings.MaxAttachmentSize or do not match BlobStoreFilter)
* Deletes: Documents deleted from the client because the were deleted from the server
* SaveChangesCalls: Internal performance counter
 
; FileDownloadQueue: Centralized queue used for the download of SharePoint and other file documents (runs in parallel to those engines)
<syntaxhighlight lang="xml"><FileDownloadQueue Threads='10' Aborted='true' .../></syntaxhighlight>
* Threads: number of download threads
* Aborted: If the download queue was aborted (fatal failure is not considered as an abort)
* TotalTime: Time spent in document queue download
* Resumed: Docs left from the previous (unfinished) sync
* Discarded: Usually refers to orphaned docs (documents assigned to records that are no longer in the client database)
* RefusedForQuotaExceeded: number of docs refused based on [[Document filters|BlobStoreFilter.Quota]]
* Downloaded: number of docs downloaded
* Waiting: number docs that remained in the queue when the download was interrupted (Will be downloaded during next sync)
* TotalDownloadSize: Total size of downloaded docs
* Speed: TotalSize / TotalTime
 
Nice speed
<syntaxhighlight lang="xml"><FileDownloadQueue Threads='10' TotalTime='12625ms' Downloaded='256' TotalDownloadSize='56712K' Speed='35.094Mbps'/></syntaxhighlight>
 
BlobStore quota in action
<syntaxhighlight lang="xml"><FileDownloadQueue Threads='10' TotalTime='205750ms' RefusedForQuotaExceeded=1301 Downloaded='355' TotalDownloadSize='1034536K' Speed='39.282Mbps'/></syntaxhighlight>
 
Slow download (reason unknown)
<syntaxhighlight lang="xml"><FileDownloadQueue Threads='10' TotalTime='327531ms' Downloaded='2414' TotalDownloadSize='66104K' Speed='1.577Mbps'/></syntaxhighlight>
 
; Document upload
 
<syntaxhighlight lang="xml"><SharePointUpload TotalTime='58641ms' ... /></syntaxhighlight>
Similar parameters exist for OneDrive/GoogleDrive, etc. Common document parameters are the same as for document download. The following parameters are upload-specific:
* Uploaded: Documents uploaded to the server
* UploadFailures: Documents which failed to upload to the server (Each failure is logged additionally as separate error)
* Deleted: Documents deleted from the server
* DeleteFailures: Documents which failed to be deleted from the server (Each failure is logged additionally as separate error)
 
Upload example
<syntaxhighlight lang="xml"><SharePointUpload REST='False' OAuth='True' TotalTime='1109ms' Uploaded='1'/></syntaxhighlight>
 
==== Errors / warnings / conflicts ====
 
These optional subsections of the summary section are omitted if there are no errors, warnings, or conflicts found.
 
==== App projects (customizations) ====
 
<syntaxhighlight lang="xml"><DownloadCustomization Status='NewCustomization' UnpackTime='1657ms' TotalDownloadTime='1532ms' /></syntaxhighlight>
* Status: NotFound, NotModified, Error, Unsupported, DownloadFailed, NewCustomization
* LicenseError: NOT FOUND, EXPIRED, INVALID ORGANIZATION, INVALID USER, EDITION NOT ALLOWED, URL NOT ALLOWED, INVALID SIGNATURE, INSUFFICIENT}
* License: Valid, TrialExpired, Free, Error
* WWWsize: total size of the WWW folder in Bytes
* WWWdownloadTime: download duration of WWW folder
* ImagesSize: total size of images in Bytes
* ImagesDownloadTime: image download duration
* UnpackTime
* TotalDownloadTime: Time spent in customization download except UnpackTime. (Customization update is not counted either.)
 
<syntaxhighlight lang="xml"><UpdateCustomization Status='NewCustomization' UnpackTime='1657ms' TotalDownloadTime='1532ms' />
 
<UpdateCustomization Result='SchemaAndFilterUnchanged'/></syntaxhighlight>
* Result: One of: SchemaAndFilterUnchanged, CustomizationIgnored, DbUpdated, FullSyncForced
* AnalyzeTime
* ApplyTime
* TotalTime
 
==== Analysis ====
 
The analysis section can contain potentially useful hints that might help improve synchronization performance.
 
{| class="wikitable"
! Tip / warning !! More information
|-
| <Tip001>Woodford: Consider increase of '#Records / UploadRequest' to speed up the Upload.</Tip001> || You can do this in Woodford [[Configuration#Sync_Advanced_.28contact_support_before_use.21.29|Configuration]]. If you increase this too much and the upload speed is slow, you can run into timeouts.
|-
| <Tip002>SyncDownloader paused for 28%; consider cache size increase.</Tip002> || Read more about the [[Advanced_sync_setup#What_is_the_SyncDownloader.3F|SyncDownloader]], particularly about the parameter DownloadCacheSize.
|-
| <Tip003>Consider using 'Background File Sync' (Woodford); the user won't wait for attachments download.</Tip003> || You can do this in Woodford [[Configuration#Background_Sync|Configuration]]. Applies to [[Synchronization#Foreground_vs_background|foreground sync]]. With this setting, most of the synchronization steps are done in foreground mode, except for attachments.
 
Alternatively, you can enable '''Background Download'''; in this case, both records and attachments are downloaded in the background.
|-
| <Tip004>Consider using 'SharePoint REST API' (Woodford); you will save GetList web calls.</Tip004> || Resco supports [[Documents#SharePoint_integration_details|multiple methods for connecting to SharePoint]].
|-
| <Tip005>Do you need 12345 SharePoint sites? Each site requires at least 1 web call.</Tip005> || Read more about [[Documents#SharePoint_integration|SharePoint integration]].
|-
| <Tip006>FileDownload: Over 1 GB of downloaded data. Consider using BlobStoreFilter to set up a data limit (quota).</Tip006> || [[Document filters]] allow you to configure which cloud documents and notes attachments are downloaded to the device during sync. You either use more restrictive filters or set a hard limit (quota).
|-
| <Warn001>DEMO customization used</Warn001> || The app doesn't connect to any organization/server, instead it uses built-in sample data.
|-
| <Warn002>Old customization used</Warn002>  || A newer customization is available, but it failed to be downloaded. The log may contain additional information about the failure.
|-
| <Warn003>FileDownload: Slow.</Warn003>    || Many possible reasons: slow network, slow server, slow device.
|-
| <Warn004>Minor perf problem (unneeded downloads): 1234 records were first downloaded, but they were later deleted as they did not match SyncFilter at the client. Problem is usually caused by inconsistent links in the SyncFilter definition.</Warn004> || See [[Sync Filter]] and [[Sync Filter examples]] for inspiration.
|-
| <Warn005>Major perf problem (unneeded downloads): 57616 records were first downloaded, but they were later deleted as they did not match SyncFilter at the client. Problem is usually caused by inconsistent links in the SyncFilter definition.</Warn005> || See [[Sync Filter]] and [[Sync Filter examples]] for inspiration.
|-
| <Warn006>Downloaded data are incomplete: Download of some entities was interrupted (Warning 'max # of objects received'). Cleanup deleted additional 12345 records which became orphaned (probably) due to missing records.</Warn006> || Warn006 and Warn013 refer to the same problem - download of some entities was prematurely interrupted due to [[Configuration#Sync_Data|Max Sync Records]] limit.
* Warn006 says that the problem happened in the current run.
* Warn013 enumerates problematic entities, whereby it does not matter whether the problem happened in this sync run or any past sync run since the last FullSync.
 
The most important thing to remember is that your client data is inconsistent. You should either correct [[Sync Filter]] or increase the value of Max Sync Records.
|-
| <Warn007>Long record cleanup</Warn007> || The [[Synchronization_steps#Cleanup|Cleanup]] sync step deletes records that don't match the [[Sync Filter]] and performs also other actions.
 
The cleanup log contains information about which entities caused the delays. Consider simplifying your Sync Filter for these entities.
|-
| <Warn008>Many deletes in record cleanup</Warn008> || As above, check your Sync Filter for affected entities. Often, there's no simple advice. The problem can be in your data model.
|-
| <Warn009>Long documents cleanup</Warn009> || This warning appears when the document cleanup phase takes more than 4 seconds. Consider whether this happens frequently enough to warrant further analysis.
|-
| <Warn010>Many deletes in documents cleanup</Warn010> || This warning appears if more than 100 documents are deleted. Consider whether this happens frequently enough to warrant further analysis.
|-
| <Warn011>Slow entity image download</Warn011> || Dynamics only. Not much that you can do about it. Do you need these images on the client? Do you need all the records?
|-
| <Warn012>Long time spent in MarketingList download</Warn012>  || [[Integration with marketing services]] currently isn't supported.
|-
| <Warn013>Incomplete entities: account contact</Warn013> || See Warn006.
|-
| <DownloadPerformance>0.1 ms/rec (exceptional)</DownloadPerformance> || General performance rating for the record download phase of sync (weak / a bit slow / good / very good / exceptional). See [[Advanced sync setup]] (Sync Config) for more information.
|}
 
==== API calls ====
 
The API calls section counts the number of web requests to the server. See [[API calls]] for more information.


'''Foreground''' means that the synchronization was performed with the progress window in the foreground, and the user had to wait until the sync ended to work with the app. The other option you could see here, '''Background''', means that the synchronization ran in the background and users could work with the app apart from saving changes while the sync was in progress.
<syntaxhighlight lang="xml"><ApiCalls Prepare='11' Total='11' /></syntaxhighlight>


'''Result''' tells you what kind of synchronization it was:
* Prepare: number of web requests during connect, customization upgrade, permissions refresh
* CustomizationReady – new or changed customization was found, downloaded and applied
* Layouts: (Salesforce only) number of web requests during layouts refresh
* AdminFullSync – administrator forced full sync from Woodford. If you use background synchronization, user is notified that he needs to press the sync button when ready.
* Uploader: number of web requests during upload phase
* Normal – standard incremental or full synchronization of data, without customization changes
* DelPlugin: number of web requests during SyncDeletes phase
* AppLocked – application was locked by admin in [[Woodford]]'s [[Device control]] section
* SyncAnalyzer: number of web requests during SyncAnalyzer phase
* Wiped – application was wiped by admin in [[Woodford]]'s [[Device control]] section.
* Downloader: number of web requests for download of "normal" entity records
* Aborted – Synchronization process was killed by the system. We will get to this in few moments when we will take a closer look at sync errors
* NNDownloader: number of web requests for download of intersect (NN) entity records
* MarketingLists: number of web requests for download of marketing lists
* SyncShared: number of web requests for download of shared records
* Images: number of web requests for download of image headers
* XrmServer: (Salesforce only) number of web requests to the XRM server (all other API calls are for Salesforce server)
* Attachments: number of web requests during attachments download
* Total: total number of web requests during this sync run


'''Times Total''' represents the entire duration of the synchronization, including the connection and preparation phase of the process. '''Connect''' is the connection time needed to get in touch with the CRM system. '''Prepare''' specifies the preparation time needed for download of metadata, including mobile project, permissions, creation of a new database if needed and preparation for download.
=== Other log sections ===


Even more detailed times for the preparation phase provides the following section. '''GetCustomization''' shows the time needed to download the customization project. '''DbPrepare''' reveals thetime needed to prepare the local database. '''PermPriv''' is the time it takes to download user permissions, and '''Org''' indicates the time required to download specific organization info, such as unit decimal precision. All times are in milliseconds.
Even more detailed times for the preparation phase provides the following section. '''GetCustomization''' shows the time needed to download the customization project. '''DbPrepare''' reveals the time needed to prepare the local database. '''PermPriv''' is the time it takes to download user permissions, and '''Org''' indicates the time required to download specific organization info, such as unit decimal precision. All times are in milliseconds.


In the second half of the sync log, we can see the number of operations that occurred, the times these operations took, and records that are uploaded and downloaded. The '''FullSync''' abbreviation tells us we’re taking a look at a full synchronization. It means that the local database is empty and all records, that follow sync filters (and user security role permissions as well as Max Sync Records option) were downloaded to the device from the CRM server. '''What’s important: When an activity party takes more than 200ms to download, details about the entity download will be displayed in the log.''' In our example above, download of the activity party list for the Appointment entity took 1635 milliseconds and 618 records were downloaded and none of them were deleted as they all follow the sync filter—even though delete commands were performed. Similarly, for Service Appointment entity.
In the second half of the sync log, we can see the number of operations that occurred, the times these operations took, and records that are uploaded and downloaded. The '''FullSync''' abbreviation tells us we’re taking a look at a full synchronization. It means that the local database is empty and all records, that follow sync filters (and user security role permissions as well as Max Sync Records option) were downloaded to the device from the CRM server. '''What’s important: When an activity party takes more than 200ms to download, details about the entity download will be displayed in the log.''' In our example above, download of the activity party list for the Appointment entity took 1635 milliseconds and 618 records were downloaded and none of them were deleted as they all follow the sync filter—even though delete commands were performed. Similarly, for Service Appointment entity.
Line 179: Line 484:
   at MobileCrm.Data.SharePoint.DocumentSync.DownloadFiles (db, MobileCrm.config,
   at MobileCrm.Data.SharePoint.DocumentSync.DownloadFiles (db, MobileCrm.config,
</syntaxhighlight>
</syntaxhighlight>
==== Exclude document locations from [[Sync filter]] ====
<syntaxhighlight lang="xml">Warning: sharepointdocumentlocation SyncFilter should exclude Locations referring to these entities: opportunity quote salesorder amb_commercialcontact lead</syntaxhighlight>
The warning means that some entities are not enabled in the app project (they are not a part of the mobile app) and they have more than 1000 document locations. Excluding them from the document location will speed up the synchronization.
To perform sync filter for document location, see [[Documents#Troubleshooting]].


=== File integration sync issues ===
=== File integration sync issues ===
Line 238: Line 551:


== Rules log ==
== Rules log ==
Rules are the most important tool for adding business logic to your Resco Mobile CRM app. Rules are scripts that are executed when a user of the mobile app opens a new view or form, taps a button or record, modifies any value, etc. You can modify many things using the scripts, most notably, change or validate data or change the UI.
In the Rules log, you can find information about issues with executing the rules in the app. Troubleshooting a problem with rules usually requires that you have access to the rule in question.
* If you have access to the app project and the user can describe in which UI component the issue occurred, you can check the rule itself. In the rules log, you can see e.g. what field is causing the issue.
* If you don't have direct access to the app project, ask the customer's Woodford administrator at least for a screen shot of the rule in question.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 258: Line 577:
FormRules:5/07/2016 12:41:50 PMExecutionError</syntaxhighlight>
FormRules:5/07/2016 12:41:50 PMExecutionError</syntaxhighlight>


In the Rules log, you can find information about issues with rules. So when a user describes on what form the issue occurred, you can check the rule itself. In the rules log you can see e.g. what field is causing the issue.
A typical scenario is when the app tries to load a parent or a child record, while the lookup field on the child is empty and the parent record does not exist. So when you try to use the parent field in next step, it does not exist and the rule reports an error. In this case, the parent entity (entity or variable named feed) field statuscode is not available, or, since it is a default field, the whole record is not loaded and thus cannot be used.


A typical scenario is when the app tries to load a parent or a child record, while the lookup field on the child is empty and the parent record does not exist. So when you try to use the parent field in next step, it does not exist and the rule reports an error. In this case, the parent entity (entity or variable named feed) field statuscode is not available, or, since it is a default field, the whole record is not loaded and thus,cannot be used.
If you can’t handle this error, send us the log and screenshot of the rule to mobilecrm@resco.net and our support team will gladly assist you.


If you can’t handle this error, send us the log and screenshot of the rule to mobilecrm@resco.net and our support team will gladly assist you.
If your log includes a line like this: <code>Form:sf_timesheet|Rule:1</code>, the number at the end indicates which form rule is affected:
* 0: OnLoad
* 1: OnChange
* 2: OnSave
* 3: Execute Command
* 4: Can Execute Command
* 5: Execute Button Command


== Security manager log ==
== Security manager log ==
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</syntaxhighlight>
</syntaxhighlight>


In the Security manager log, you can see information about a potential issue with JavaScript code,or the whole customization being corrupted or violated. It means that the project hash computed at the start of the app does not match the hash that was computed during customization’s download.
In the Security manager log, you can see when someone tampers with the customization (when one of its files is deleted or modified). It means that the project hash computed at the start of the app does not match the hash that was computed during customization’s download. The security is only checked when the project setting Enable Customization Security is enabled in Woodford [[configuration]].
 
It should warn the user that someone could have adjusted the customization or JavaScript code. The user needs only to synchronize the app to get the project again.


It should warn the user that someone could have adjusted the customization, or JavaScript code. The user needs only to synchronize the app to get the project again.
Note: Some files that can be modified at app run time, for example, config.xml, have their own hash. When someone edits config.xml directly, the information is written to the crash log instead.


== JSBridge log ==
== JSBridge log ==


In JSBridge log, you can find errors that occurred when running your JavaScript code. You can also use this log to write your own messages, errors, etc., from the JavaScript code. In case you have issues, and the log does not help, please let us know – e-mail us the log and the code that causes it together with steps to reproduce it, so that we can help you as fast as possible.
In JSBridge log, you can find errors that occurred when running your JavaScript code. You can also use this log to write your own messages, errors, etc., from the JavaScript code. In case you have issues, and the log does not help, please let us know – mail us the log and the code that causes it together with steps to reproduce it, so that we can help you as fast as possible.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 382: Line 709:


Other possibilities for such an error log (with different trace) could be e.g. a field, that is on a form, or view, but was disabled in the entity section of a project. If the field name is not available in the log, like in this case, it is most likely a field used in application’s logic - a field that was enabled originally, when the project was created. If you know which field has been disabled recently, you can try to enable it back and if the issue gets fixed, avoid disabling it in the future. If not, let us know we can help. Once again, we will need the log and the descriptions of steps the users performed to cause the error (at least which entity, form, view was accessed).
Other possibilities for such an error log (with different trace) could be e.g. a field, that is on a form, or view, but was disabled in the entity section of a project. If the field name is not available in the log, like in this case, it is most likely a field used in application’s logic - a field that was enabled originally, when the project was created. If you know which field has been disabled recently, you can try to enable it back and if the issue gets fixed, avoid disabling it in the future. If not, let us know we can help. Once again, we will need the log and the descriptions of steps the users performed to cause the error (at least which entity, form, view was accessed).
== realtime.log ==
This log is generated if you are using [[geofencing]]. If you set '''Log verbosity''' to "Diagnostic", the log contains details about all geofencing events, including each Enter/Exit event with an anonymous ID of the record related to the geofence.


== Examples — synchronization issues ==
== Examples — synchronization issues ==
Line 396: Line 727:
</syntaxhighlight>
</syntaxhighlight>


This error reports a CRM server error while performing synchronization. To get more information about the error, CRM admin needs to check the CRM server side tracing logs.
This error reports a CRM server error while performing synchronization. To get more information about the error, the CRM admin needs to check the CRM server-side tracing logs.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 413: Line 744:
</syntaxhighlight>
</syntaxhighlight>


The error above is a server-side error. To solve it, please contact your CRM administrator, who can check the server-sid eMS Dynamics CRM tracing logs and determine what exactly the issue is. To find more information, look for the '''reference number #58AF102B''' in the tracing logs.
The error above is a server-side error. To solve it, contact your CRM administrator, who can check the server-side MS Dynamics CRM tracing logs and determine what exactly the issue is. To find more information, look for the '''reference number #58AF102B''' in the tracing logs.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 425: Line 756:
</syntaxhighlight>
</syntaxhighlight>


This error is caused by a plugin, as the data that the user entered in the appointment does not meet the plugin’s criteria. In the MS Dynamics CRM’s tracing log,you should also find a trace from the plugin.
This error is caused by a plugin, as the data that the user entered in the appointment does not meet the plugin’s criteria. In the MS Dynamics CRM’s tracing log, you should also find a trace from the plugin.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 434: Line 765:
</syntaxhighlight>
</syntaxhighlight>


Forced full sync could not be performed, due to unsynchronized changes (e.g. the create appointment error above). Unless the sync errors are solved, forced full sync will not be performed. If you do not need to keep the changes, the user can perform Delete Date from Mobile CRM app’s Setup. This will remove all, including unsynchronized,changes from the device and the next sync will be a full synchronization.
Forced full sync could not be performed due to unsynchronized changes (e.g., the create appointment error above). Unless the sync errors are solved, forced full sync will not be performed. If you do not need to keep the changes, the user can perform "Delete Data" from Mobile CRM app’s [[Setup]]. This will remove all, including unsynchronized changes from the device, and the next sync will be a full synchronization.


=== Server Permission Issues ===
=== Server Permission Issues ===
Line 453: Line 784:
</syntaxhighlight>
</syntaxhighlight>


Based on this error you can see that user is missing a privilege to read the entity. It means that user permissions were changed. To fix it, user needs to perform a full synchronization - either a forced full sync from Woodford, or by deleting the local data, if there are no unsynchronized changes.
Based on this error, you can see that the user is missing a privilege to read the entity. It means that user permissions were changed. To fix it, the user needs to perform a full synchronization - either a forced full sync from Woodford or by deleting the local data if there are no unsynchronized changes.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 463: Line 794:
</syntaxhighlight>
</syntaxhighlight>


According to this error, a user does not have a security role assigned. If the user should be able to access the CRM, system admin needs to assign the user at least one role.
According to this error, a user does not have a security role assigned. If the user should be able to access the CRM, the system admin needs to assign the user at least one role.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 479: Line 810:
=== Connection issues - Bad URL ===
=== Connection issues - Bad URL ===


All the following logs have one thing in common – an incorrect CRM URL, or the fact that the CRM server is not accessible from the device.
All the following logs have one thing in common – an incorrect CRM URL - or the fact that the CRM server is not accessible from the device.


<syntaxhighlight lang="java">
<syntaxhighlight lang="java">
Line 535: Line 866:
</syntaxhighlight>
</syntaxhighlight>


All of the above and other similar logs refer to issues with reaching the CRM server.It can be either an incorrect URL in the Mobile CRM application’s synchronization dialog, or the fact that the CRM server is not accessible from the device. E.g. user needs to use VPN connection before running synchronization.
All of the above and other similar logs refer to issues with reaching the CRM server. It can be either an incorrect URL in the Mobile CRM application’s synchronization dialog or the fact that the CRM server is not accessible from the device. E.g., the user needs to use a VPN connection before running synchronization.


We use this message in such cases:
We use this message in such cases:


''Please, make sure, that you use the correct MS Dynamics CRM URL. You can try to connect with that URL via your mobile web browser to check if your CRM is accessible. Can you connect?''
''Please make sure that you use the correct MS Dynamics CRM URL. You can try to connect with that URL via your mobile web browser to check if your CRM is accessible. Can you connect?''


== Time, date issues ==
== Time, date issues ==
Line 666: Line 997:
RescoSoapException: Server Error: Code.Value=Sender| Reason.Text=Customer mode setup for this organization not found.
RescoSoapException: Server Error: Code.Value=Sender| Reason.Text=Customer mode setup for this organization not found.
   at ...WebServiceBase.ThrowSoapException (HttpException ex) <0x1004b2590 + 0x000a8>
   at ...WebServiceBase.ThrowSoapException (HttpException ex) <0x1004b2590 + 0x000a8>
/syntaxhighlight>
</syntaxhighlight>


This message means that the user used something other than the Internal user mode to synchronize the Mobile CRM application. In order to get the project assigned as an internal (CRM) user, the user needs to switch the User Mode (in the Mobile CRM app’s Sync Dialog) back to Standard User option.
This message means that the user used something other than the Internal user mode to synchronize the Mobile CRM application. In order to get the project assigned as an internal (CRM) user, the user needs to switch the User Mode (in the Mobile CRM app’s Sync Dialog) back to Standard User option.
Line 699: Line 1,030:
If this error occurs, the license needs to be assigned as the user is in pending mode for more than two weeks. This happens when Auto assign licenses in Woodford are disabled and the user synchronizes without having a mobile license assigned in advance. If a license is not assigned, the user will not be able to synchronize, just like when he/she is disabled from using a license.
If this error occurs, the license needs to be assigned as the user is in pending mode for more than two weeks. This happens when Auto assign licenses in Woodford are disabled and the user synchronizes without having a mobile license assigned in advance. If a license is not assigned, the user will not be able to synchronize, just like when he/she is disabled from using a license.


== Additional useful information ==
== More examples ==
 
=== Security role permission change ===
 
You need to perform force full sync to apply these changes on the local offline database. Otherwise, records that were synchronized earlier, and may be above permissions, can remain in the local offline database.
 
=== Server change in metadata ===
 
When you make a change on the CRM server, you need to restart Woodford, so it can download all metadata changes and then you need to republish all mobile projects. After all users synchronize their MobileCRM app, changes will be reflected.
 
=== Server deletes – bulk deletes ===
 
If you do delete records on the CRM server, you may have noticed that when you do so after synchronization, deleted records are still present on the Resco Mobile CRM application in offline mode. This is because of how incremental synchronization works. How to avoid and fix this situation?
 
You need to enable the delete plugin in Woodford for those entities, on which you perform deletions. After enabling this you need to perform a full sync on devices, to get rid of the deleted records from the local database. From then on, deleted records will also be deleted from the device during incremental sync.
 
But be careful if you are performing a lot of deletions – e.g. one of our customers deleted all the appointments and created them again with, changed the date each night – as it can slow down the synchronization. We have made several improvements in this area, performing entity full sync if we determine that checking for deletions will take more time than a full sync. But still,it is better to use a deactivation of records instead of deletion. Deactivation is a change and thus,the incremental synchronization will handle them. Then, after all users synchronize, you can bulk delete deactivated records without any issue and set the sync filter not to keep deactivated records in the local database.
 
=== Deleting Notes or Note attachments on the CRM server ===
 
If you are unable to open a project in Woodford, and can see an error message, please check whether there was a bulk delete of Note attachments on the CRM server. If yes, it most probably deleted all the mobile projects.
 
To avoid this situation, make backups of Woodford projects using Export and when performing deletes on attachments, exclude the Note attachments on entity mobile projects, i.e. resco_mobileproject. Otherwise, you will need to build the project again from scratch.
 
=== Synchronization conflicts ===
 
A sync conflict is a situation, when the user changes record in the Mobile CRM application, but before he/she synchronizes, the record changes on the CRM server as well.
 
There are different ways ([[conflict resolution]] strategies) how to solve this conflict. By default, the Server wins strategy is used. It means that no matter what change the user made, the server version of the record will be used.
 
The next option is Device wins. In this case, we are trying to merge both, the device and server version. The device version will be used only for fields, that were actually changed on both records.
 
The third option is User action – the user will be informed about a conflict by a sync error message in the Mobile CRM app, and there he can decide whether to retry to upload the device record (thus, on the next synchronization it will be used over the CRM version), or whether to use the server version.
 
=== Removing a server field ===
 
If you removed a field from the CRM that is used in the Mobile CRM application, it can cause further problems. One of them is that during synchronization, users will not be able to upload data, where this field was updated. Another sign is that they will experience a crash when accessing sections of the Mobile CRM app where this field was used.
 
To fix it, you need to add the field back to CRM, let all users synchronize and then remove all the references to that field from the mobile project. Then disable the field and publish. After all users have synchronized and are using the new project, you can remove the field from the server.


Alternatively, the user can delete all data from the app (in Mobile CRM’s Setup section). This will remove all records from the application, including unsynchronized changes that cause this issue. Please use this option only if you do not mind losing the unsynchronized records.
See [[Exceptions]] for information about more problems that users and support providers can encounter when working with Resco.




[[Category:Resco Mobile CRM]]
[[Category:Resco Mobile CRM]]
[[Category:Support]]

Latest revision as of 06:07, 28 May 2024

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Resco Support

In case of problems, Resco support may occasionally ask you for log files. See Send log for information about to how to send log files from the app.

What is a log?

A log is the basic means of communication between the app and a technician, or another responsible person. It provides basic information about the app’s behavior, potential faults, and errors.

The log itself does not contain any CRM data, except Organization ID and User ID that synchronizes the app, and the name and ID of the record that experienced an issue - for identification.

The log contains excerpts from the app’s code – e.g. synchronization details, how long the synchronization took, how many records were downloaded, whether there were any conflicts, issues with connecting to the CRM server, or any other problems with the synchronization.

It also contains the stack trace, i.e. the last steps that the app did before an error or crash occurred. This can help you identify a missing field, or other customization error, or help us identify a problem in the app that we can fix then.

When users experience any problems with the app, the best thing they can do is to send the log from the app’s About section and describe what happened; ideally in a step-by-step manner so that the problem can be reproduced. The more information users provide, the faster can the support staff find the cause of the issue and fix it, or advise what to do next.

Note The log can be sent from the app’s About section. Do not remove the About item from the home screen when customizing your app projects. Otherwise, users will not be able to provide logs for troubleshooting.

By default, when a user sends a log from the app’s About section, the email address of Resco technical support is predefined. If you want to receive logs to your own support email, select Design > Branding from the Project menu in Woodford and change the value of Support Email.

Types of log files

Resco MobileCRM app can generate multiple log files.

crash.log
contains information about exceptions, including some problems with third-party integrations (but see also integrationLog below)
syncLog.txt
contains information about your recent synchronizations
onlineLog.txt
contains information about errors related to online mode
integrationLog.txt
contains information about problems with third-party integration
rulesLog.txt
contains information about issues in rules
secmanLog.txt
contains information about security violations
JSBridge.log
contains information about errors that occurred when running JavaScript code

When you use the send log function of the mobile app, the app collects information from the individual log files and adds a short header information. Synchronization log is also always included. The other log files are only included in case there were issues in the corresponding app functionality.

Finding physical files in Windows versions of mobile apps

If you are using Windows version of the mobile application, you can find the individual log files directly in your file system. Depending on your application version, the log files might be stored in various locations:

  • In case of Windows 7 Desktop application, the application data are stored in the following folders:
(Win 8.1) %LOCALAPPDATA%\Roaming\MobileCRM\
(Win 10) %APPDATA%\MobileCRM, which is typically: C:\Users\{UserName}\AppData\Roaming\MobileCRM
  • In case of Windows Store (Win10, WinUWP) version, it’s
%LOCALAPPDATA%\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM, which is typically: C:\Users\{UserName}\AppData\Local\Packages\Resco.MobileCRM_{StoreId}\LocalState\MobileCRM

Finding physical files on Mac

If you are using Mac with an M1 chip, you can install the iOS version of the app on your Mac. This allows you to access the files just like on a Windows PC. The files are available in the hidden ~/Library/Containers folder.

  1. Run Finder and go to the User folder.
  2. From the menu, select Go > Go to Folder...
  3. Type "library" and press Enter.
  4. Open the Containers folder to find app data.
  5. Go to MobileCrm/Data/Documents.

If you're using other apps instead of the Finder to browse the files, such as Terminal, you may see an obscure ID (such as "DAC418AD-901A-44A3-83A9-35C3C1105C03") instead of "MobileCrm" as the folder name.

Access logs via Sync Dashboard

Administrators can remotely access synchronization logs via the Sync Dashboard.

Header

Right after installation, the log contains at least a header like this: 

Inspecciones personalizadas (versión en español)
Powered by Resco Mobile CRM v13.1.0.3
AppStore Version
Platform: WinRT
Device ID: AwBi8QgAcL4F...wewkALrE=
Device Name: J.resco2.local
Device Model: Unknown Windows.Desktop
OS Version: Windows NT 10.0.18363.900 (2814750970545028)
Resco.MobileCRM_13.1.0.0_x64__nf1vnwdtkksgr
Application name and version
The application name reflects the Title and Subtitle set in the project's Branding section in Woodford. It can be one of the identifiers of whether the user received the right project. The application version number always reflects the installed app’s version.
Application type
“AppStore Version” means that the application was provided by Resco and downloaded from an official app store (Apple App Store, Google Play, Windows Store). If this line shows anything else, it means the user is running a custom-built application based on the Resco Mobile CRM technology.
Device ID
This ID number depends on the operating system a device runs.
  • For Apple devices see this link
  • For Android devices see this link
  • For Windows Store version (including Windows 10 Mobile) we use this code to get the ID:
var nonce = "RescoMobileCRM".ToCharArray().Select(c=>(byte)c).ToArray();
var token = Windows.System.Profile.HardwareIdentification.GetPackageSpecificToken(nonce.AsBuffer());
var x = token.Id.ToArray();
return Convert.ToBase64String(x);
  • For the Windows desktop version, we use this code to get the ID:
string id = null;
GetSystemInfo(ref id, "Win32_BaseBoard", "SerialNumber");
if (string.IsNullOrEmpty(id))GetSystemInfo(ref id, "Win32_Processor", "UniqueId");
if (string.IsNullOrEmpty(id))GetSystemInfo(ref id, "Win32_Processor", "ProcessorId");
m_deviceId = id;
Device name
It is a name set in the device’s settings, e.g. user-specified name.
Device model
Indicates how the device model is represented in device’s OS.
Device OS
Shows the device’s operating system version.

Synchronization log

When synchronization is successful, sync log records all the important information about the synchronization. Any issues are logged, included as many details as possible. The synchronization log can also be used to check synchronization performance.

We are continuously working to improve the sync log. This description corresponds to release 13.1.0.

The sync engine continuously collects information during the sync process and at the end, the most important information is extracted into the Summary section (described in more detail below).

You can enable a more detailed sync log by using the configuration option Diagnostic Sync Logs. We recommend this in case of problems.

The most important parts of sync log are described below. 

Log file: syncLog.txt
Date:2020-06-22 09:58:02+02:00
Org: dc6a053b-446a-48d5-a48f-011ed6265b22
User:601d9d17-89b4-e111-9c9a-00155d0b710a

New Customization e89b30c0-9b89-4369-bc38-26dc0a2958f8
LicenseCheck: Requested: Inspections => Response: ([Inspections/Trial/2020-06-28T00:00:00.0000000Z],[Core/Trial/2020-06-28T00:00:00.0000000Z]) => Licensed
<GetCustomization Tim=1532/>
ValidateSchema=15ms
CustomizationUnpack=1657ms

<Details>
<Perm Priv=328ms Org=203ms/>
</Details>

<Summary>
<Settings App='13.1.0.3' Server='Xrm' Threads='3' MaxExecMultiple='0' Foreground='true' Launch='Manual'/>
<Results Sent='0' Recv='0' Result='CustomizationReady, RestartSyncInBackground'/>
<Times Total='4328ms' Connect='437ms' Prepare='3875ms'/>
<DownloadCustomization Status='NewCustomization' UnpackTime='1657ms' TotalDownloadTime='1532ms' />

<ApiCalls Prepare='11' Total='11' />
</Summary>

Summary section

The Summary section may include over 100 different statistics and information. In this description, we focus on the most important ones.

Settings
<Settings App='13.1.0.3' Server='Xrm' Threads='3' MaxExecMultiple='0' Foreground='true' Launch='Manual'/>
  • App: the version of the Resco Mobile CRM app
  • Server: the backend server ("Xrm" for Resco Cloud, "Salesforce", or Dynamics version, for example "Crm2011.13/ADFSUser")
  • Threads: number of download threads in the entity downloader
  • MaxExecMultiple: Woodford configuration parameter # Records / UploadRequest
  • Foreground: Foreground vs background synchronization
  • Launch: Was the sync launched manually ("Manual") or automatically ("Auto")
  • NOLOCK: Woodford configuration parameter No Lock During Sync
Results
<Results Sent='0' Recv='0' Result='CustomizationReady, RestartSyncInBackground'/>
  • Sent: number of uploaded records
  • Recv: number of downloaded records
  • Result: Either "Normal" or a combination of the following: "CustomizationReady" (new or changed customization was found, downloaded and applied), "Wiped" (application was wiped by admin), "UploadErrors", "AppLocked" (application was locked by admin), "Aborted" (sync process was killed), "AdminFullSync" (administrator forced full sync from Woodford), "WebError", "ConnectFailed", "OAuthError", "RestartSyncInBackground", "Warning"
Times
<Times Total='4328ms' Connect='437ms' Prepare='3875ms'/>
  • Total: Total time spent in this SyncEngine pass (does not include time spent downloading asynchronous attachments and Exchange/Google sync)
  • Connect: Time spent in server handshake
  • Prepare: Time spent for download of metadata, including app project, permissions, Salesforce layouts, creation of a new database if needed and preparation for download
  • UploadTotal: Time spent in upload

Entity downloader (IncSync / FullSync)

<FullSync Recv='480' TotalTime='2109ms' Entitys='859ms'>
  • Recv: # records downloaded
  • TotalTime: Total time spent
  • Entitys: Time spent in the download of "normal" entities
  • ManyToMany: Time spent in the download of intersect (NN) entities
  • Imgs: Time spent in the download of entity images headers (actual images are downloaded as attachments)
  • Shared: Time spent in shared records download (SyncShared)
  • ActivityPartys: Time spent in the download all activityparty records
  • MarketingListTime: Time spent in marketing lists download
Delete plugin
<SyncDeletes TotalTime='94ms'/>
  • AnalyzeTime: Time spent in SyncDeletes analyzer
  • NoSvrChanges: No changes since the last sync
  • PartialFullSyncForced: FullSync forced for some tables (Because of too many Server deletes)
  • nDeletes: number of ordinary records deleted
  • nnDeletes: number of intersect (NN) records deleted
  • nFetches: number of API calls in SyncDeletes module
  • NoSvrChanges: No Server Changes
  • TotalTime: Time spent in SyncDeletes module
SyncAnalyzer statistics
<SyncAnalyzer SkipEntitys='28' TotalTime='578ms'/>
  • PartialFullSyncForced: FullSync forced for some tables (Because it is more efficient than normal incremental sync)
  • AnalysisBroken: SyncAnalyzer aborted prematurely
  • SkipEntitys: number of entities skipped
  • TotalTime: Time spent in SyncAnalyzer module
SyncDownloader statistics
<SyncDownloader CacheSize='250MB' UsedCache='121MB' PausedFor='23%'/>
  • CacheSize: Upper limit (theoretical) for the downloader cache
  • UsedCache: Really used downloader cache
  • PausedFor: How long was some download thread blocked because of full cache

SyncShared (download of shared records)

<SyncShared Recv='123' Del='123' Conflicts='123' SlowEntities='account; contact' TotalTime='453ms'/>
  • Recv: number of records downloaded
  • Del: number of records deleted
  • Conflicts: number of conflicts
  • SlowEntities: list of entities with substantial downloads (current limits: download_time>10s or #_processed_records>10K)
  • TotalTime: Time spent in SyncShared module

Cleanup

<Cleanup RecsDeleted='0' NNRecsDeleted='123' RecordCleanup='219ms' DocsDeleted='0' DocsCleanup='219ms'/>
  • RecsDeleted: number of ordinary records deleted
  • NNRecsDeleted: number of intersect (NN) records deleted
  • RecordCleanup: cleanup duration (does not encompass document cleanup)
  • DocsDeleted: number of documents deleted
  • DocsCleanup: document cleanup duration

Attachment download

<Attachments DequeueEmptyNotes='9;31ms' Recv='123' Failed='123' Skipped='72'/>
  • DequeueEmptyNotes: Number of empty notes; time spent in the detection of empty notes (As an optimization - empty notes are processed in a separate step)
  • Recv: number of attachments downloaded
  • Failed: number of attachments failed (Attachments whose download finished in HTTP error 401 or 404; other errors are considered fatal and abort whole attachment download)
  • Skipped: number of attachments skipped (exceed appSettings.MaxAttachmentSize or do not match BlobStoreFilter - if any)
  • Waiting: number of attachments that remained in the queue when the download was interrupted (Will be downloaded during next sync)
  • Cleaned: number attachments dropped because they belong to a record which is no longer in the client DB [and how log took the cleanup]
  • TotalTim: Total time spent in attachments download
  • Aborted: If the attachments download was aborted

Document sync

SharePoint download

(download of document headers from SharePoint server (docs themselves are downloaded by FileDownloadQueue) 

<SharePointDownload REST='False' OAuth='False' TotalTime='1215375ms' ParsingTime='123ms' .../>

Terminology used for SharePointDownload stats:

  • REST: appSettings.UseRestApiForSharePoint: REST API is switched on
  • OAuth: appSettings.UseNewRestApiForSharePoint: New SharePoint REST API is switched on
  • TotalTime: Total time spent in SharePoint downloader
  • ParsingTime: Time spent in processing GetListCollection responses
  • GetListCollectionCalls: number of server requests + time spent in GetListCollection requests
  • GetListCalls: Same stats for GetList calls. This step is omitted when using REST API.
  • GetListItemsCalls: Same stats for GetListItems calls
  • IgnoredLists: Lists apriori ignored (e.g. lists which are not document libraries or hidden)
  • UnchangedLists: Lists not changed since the last sync
  • FailedLists: Failed to get list details
  • FileInfosSaved: List items that refer to a SharePoint document
  • NotDownloaded: Documents skipped (exceed appSettings.MaxAttachmentSize or do not match BlobStoreFilter)
  • Deletes: Docs deleted from the client because they were deleted from the server
  • UnknownDeletes: Documents deleted at the server that were not found on the client

Nice case (fast) - using REST API 

<SharePointDownload REST='True' OAuth='False' TotalTime='3015ms' GetListCollectionCalls='3x/1438ms' GetListItemsCalls='9x/1390ms' FileInfosSaved='256'/>

Nice case without REST API (Using REST API would save ~860ms) 

<SharePointDownload REST='False' OAuth='False' TotalTime='3016ms' GetListCollectionCalls='1x/1515ms' GetListCalls='31x/860ms' IgnoredLists='7' GetListItemsCalls='2x/563ms' FileInfosSaved='62' NotDownloaded='11'/>

Nothing downloaded because of BlobStoreFilter 

<SharePointDownload REST='False' OAuth='False' TotalTime='2438ms' GetListCollectionCalls='1x/891ms' GetListCalls='6x/438ms' IgnoredLists='19' GetListItemsCalls='3x/1000ms' FileInfosSaved='30' Deletes='11' NotDownloaded='30'/>

192 sites. This is strange itself, usually a small number of sites is used, often 1.
81 document libraries. This indicates that majority of sites are not needed.
Recommendations:

  • Exclude unneeded sites: Will save 20+ secs, probably more
  • Use REST API: Will save 3.6 sec
<SharePointDownload REST='False' OAuth='False' TotalTime='73094ms' GetListCollectionCalls='192x/44304ms' GetListCalls='81x/3688ms' IgnoredLists='1240' GetListItemsCalls='173x/16294ms' FileInfosSaved='0'/>

Extreme case - many lists 

<SharePointDownload REST='False' OAuth='True' TotalTime='1215375ms' GetListCollectionCalls='282x/161684ms' GetListCalls='60145x/995196ms' IgnoredLists='1332' GetListItemsCalls='175x/44298ms' FileInfosSaved='10' NotDownloaded='10'/>
OneDrive / GoogleDrive / Box / DropBox download

Download of document headers stored in File Engines (docs themselves are downloaded by FileDownloadQueue). 

<OneDriveDownloadSync TotalTime='58641ms' #ForeignFiles=1 #FileInfosSaved=3573 #NotDownloaded=2892 #Deletes=1 SaveChangesCalls=21x/595ms/>
  • Aborted: If the download was aborted
  • Failed: If the download has failed
  • TotalTime: Total time spent in the download
  • ForeignFiles: Documents refused as they do not match naming convention (<path>/<entity_name>/<record_name>_<record_id>/<file_name>)
  • FileInfosSaved: number of doc headers stored in the client DB (enqueued in FileDownloadQueue)
  • NotDownloaded: Documents skipped (exceed appSettings.MaxAttachmentSize or do not match BlobStoreFilter)
  • Deletes: Documents deleted from the client because the were deleted from the server
  • SaveChangesCalls: Internal performance counter
FileDownloadQueue
Centralized queue used for the download of SharePoint and other file documents (runs in parallel to those engines)
<FileDownloadQueue Threads='10' Aborted='true' .../>
  • Threads: number of download threads
  • Aborted: If the download queue was aborted (fatal failure is not considered as an abort)
  • TotalTime: Time spent in document queue download
  • Resumed: Docs left from the previous (unfinished) sync
  • Discarded: Usually refers to orphaned docs (documents assigned to records that are no longer in the client database)
  • RefusedForQuotaExceeded: number of docs refused based on BlobStoreFilter.Quota
  • Downloaded: number of docs downloaded
  • Waiting: number docs that remained in the queue when the download was interrupted (Will be downloaded during next sync)
  • TotalDownloadSize: Total size of downloaded docs
  • Speed: TotalSize / TotalTime

Nice speed 

<FileDownloadQueue Threads='10' TotalTime='12625ms' Downloaded='256' TotalDownloadSize='56712K' Speed='35.094Mbps'/>

BlobStore quota in action 

<FileDownloadQueue Threads='10' TotalTime='205750ms' RefusedForQuotaExceeded=1301 Downloaded='355' TotalDownloadSize='1034536K' Speed='39.282Mbps'/>

Slow download (reason unknown) 

<FileDownloadQueue Threads='10' TotalTime='327531ms' Downloaded='2414' TotalDownloadSize='66104K' Speed='1.577Mbps'/>
Document upload
<SharePointUpload TotalTime='58641ms' ... />

Similar parameters exist for OneDrive/GoogleDrive, etc. Common document parameters are the same as for document download. The following parameters are upload-specific:

  • Uploaded: Documents uploaded to the server
  • UploadFailures: Documents which failed to upload to the server (Each failure is logged additionally as separate error)
  • Deleted: Documents deleted from the server
  • DeleteFailures: Documents which failed to be deleted from the server (Each failure is logged additionally as separate error)

Upload example 

<SharePointUpload REST='False' OAuth='True' TotalTime='1109ms' Uploaded='1'/>

Errors / warnings / conflicts

These optional subsections of the summary section are omitted if there are no errors, warnings, or conflicts found.

App projects (customizations)

<DownloadCustomization Status='NewCustomization' UnpackTime='1657ms' TotalDownloadTime='1532ms' />
  • Status: NotFound, NotModified, Error, Unsupported, DownloadFailed, NewCustomization
  • LicenseError: NOT FOUND, EXPIRED, INVALID ORGANIZATION, INVALID USER, EDITION NOT ALLOWED, URL NOT ALLOWED, INVALID SIGNATURE, INSUFFICIENT}
  • License: Valid, TrialExpired, Free, Error
  • WWWsize: total size of the WWW folder in Bytes
  • WWWdownloadTime: download duration of WWW folder
  • ImagesSize: total size of images in Bytes
  • ImagesDownloadTime: image download duration
  • UnpackTime
  • TotalDownloadTime: Time spent in customization download except UnpackTime. (Customization update is not counted either.)
<UpdateCustomization Status='NewCustomization' UnpackTime='1657ms' TotalDownloadTime='1532ms' />

<UpdateCustomization Result='SchemaAndFilterUnchanged'/>
  • Result: One of: SchemaAndFilterUnchanged, CustomizationIgnored, DbUpdated, FullSyncForced
  • AnalyzeTime
  • ApplyTime
  • TotalTime

Analysis

The analysis section can contain potentially useful hints that might help improve synchronization performance.

Tip / warning More information
<Tip001>Woodford: Consider increase of '#Records / UploadRequest' to speed up the Upload.</Tip001> You can do this in Woodford Configuration. If you increase this too much and the upload speed is slow, you can run into timeouts.
<Tip002>SyncDownloader paused for 28%; consider cache size increase.</Tip002> Read more about the SyncDownloader, particularly about the parameter DownloadCacheSize.
<Tip003>Consider using 'Background File Sync' (Woodford); the user won't wait for attachments download.</Tip003> You can do this in Woodford Configuration. Applies to foreground sync. With this setting, most of the synchronization steps are done in foreground mode, except for attachments.

Alternatively, you can enable Background Download; in this case, both records and attachments are downloaded in the background.

<Tip004>Consider using 'SharePoint REST API' (Woodford); you will save GetList web calls.</Tip004> Resco supports multiple methods for connecting to SharePoint.
<Tip005>Do you need 12345 SharePoint sites? Each site requires at least 1 web call.</Tip005> Read more about SharePoint integration.
<Tip006>FileDownload: Over 1 GB of downloaded data. Consider using BlobStoreFilter to set up a data limit (quota).</Tip006> Document filters allow you to configure which cloud documents and notes attachments are downloaded to the device during sync. You either use more restrictive filters or set a hard limit (quota).
<Warn001>DEMO customization used</Warn001> The app doesn't connect to any organization/server, instead it uses built-in sample data.
<Warn002>Old customization used</Warn002> A newer customization is available, but it failed to be downloaded. The log may contain additional information about the failure.
<Warn003>FileDownload: Slow.</Warn003> Many possible reasons: slow network, slow server, slow device.
<Warn004>Minor perf problem (unneeded downloads): 1234 records were first downloaded, but they were later deleted as they did not match SyncFilter at the client. Problem is usually caused by inconsistent links in the SyncFilter definition.</Warn004> See Sync Filter and Sync Filter examples for inspiration.
<Warn005>Major perf problem (unneeded downloads): 57616 records were first downloaded, but they were later deleted as they did not match SyncFilter at the client. Problem is usually caused by inconsistent links in the SyncFilter definition.</Warn005> See Sync Filter and Sync Filter examples for inspiration.
<Warn006>Downloaded data are incomplete: Download of some entities was interrupted (Warning 'max # of objects received'). Cleanup deleted additional 12345 records which became orphaned (probably) due to missing records.</Warn006> Warn006 and Warn013 refer to the same problem - download of some entities was prematurely interrupted due to Max Sync Records limit.
  • Warn006 says that the problem happened in the current run.
  • Warn013 enumerates problematic entities, whereby it does not matter whether the problem happened in this sync run or any past sync run since the last FullSync.

The most important thing to remember is that your client data is inconsistent. You should either correct Sync Filter or increase the value of Max Sync Records.

<Warn007>Long record cleanup</Warn007> The Cleanup sync step deletes records that don't match the Sync Filter and performs also other actions.

The cleanup log contains information about which entities caused the delays. Consider simplifying your Sync Filter for these entities.

<Warn008>Many deletes in record cleanup</Warn008> As above, check your Sync Filter for affected entities. Often, there's no simple advice. The problem can be in your data model.
<Warn009>Long documents cleanup</Warn009> This warning appears when the document cleanup phase takes more than 4 seconds. Consider whether this happens frequently enough to warrant further analysis.
<Warn010>Many deletes in documents cleanup</Warn010> This warning appears if more than 100 documents are deleted. Consider whether this happens frequently enough to warrant further analysis.
<Warn011>Slow entity image download</Warn011> Dynamics only. Not much that you can do about it. Do you need these images on the client? Do you need all the records?
<Warn012>Long time spent in MarketingList download</Warn012> Integration with marketing services currently isn't supported.
<Warn013>Incomplete entities: account contact</Warn013> See Warn006.
<DownloadPerformance>0.1 ms/rec (exceptional)</DownloadPerformance> General performance rating for the record download phase of sync (weak / a bit slow / good / very good / exceptional). See Advanced sync setup (Sync Config) for more information.

API calls

The API calls section counts the number of web requests to the server. See API calls for more information. 

<ApiCalls Prepare='11' Total='11' />
  • Prepare: number of web requests during connect, customization upgrade, permissions refresh
  • Layouts: (Salesforce only) number of web requests during layouts refresh
  • Uploader: number of web requests during upload phase
  • DelPlugin: number of web requests during SyncDeletes phase
  • SyncAnalyzer: number of web requests during SyncAnalyzer phase
  • Downloader: number of web requests for download of "normal" entity records
  • NNDownloader: number of web requests for download of intersect (NN) entity records
  • MarketingLists: number of web requests for download of marketing lists
  • SyncShared: number of web requests for download of shared records
  • Images: number of web requests for download of image headers
  • XrmServer: (Salesforce only) number of web requests to the XRM server (all other API calls are for Salesforce server)
  • Attachments: number of web requests during attachments download
  • Total: total number of web requests during this sync run

Other log sections

Even more detailed times for the preparation phase provides the following section. GetCustomization shows the time needed to download the customization project. DbPrepare reveals the time needed to prepare the local database. PermPriv is the time it takes to download user permissions, and Org indicates the time required to download specific organization info, such as unit decimal precision. All times are in milliseconds.

In the second half of the sync log, we can see the number of operations that occurred, the times these operations took, and records that are uploaded and downloaded. The FullSync abbreviation tells us we’re taking a look at a full synchronization. It means that the local database is empty and all records, that follow sync filters (and user security role permissions as well as Max Sync Records option) were downloaded to the device from the CRM server. What’s important: When an activity party takes more than 200ms to download, details about the entity download will be displayed in the log. In our example above, download of the activity party list for the Appointment entity took 1635 milliseconds and 618 records were downloaded and none of them were deleted as they all follow the sync filter—even though delete commands were performed. Similarly, for Service Appointment entity.

The next part of the log presents the final summary of the data download part. Entitys is the total time needed to download actual data from the CRM, Many shows the time needed to download many to many relations, Shared is the time needed to download shared records. Cleanup is a stage that checks if all data follow the sync filter, because even during full synchronization some unwanted data can be downloaded. So the log shows the time needed for the cleanup phase and number of records and N:N relations removed.

The last section shows the time needed for the attachment download (Attach) and the number of uploaded (Sent) and download (Recv) records. The final information (TotalTime) is the net time of synchronization itself, without the connection and preparation phase.

Specifics of incremental synchronization

Incremental synchronization (IncSync) adds one more specific thing - the result of our custom plugins. So, if there is a change in owner, or N:N relation resulting in change in record’s permissions, or are even deleted on the CRM server, these changes are also performed on the Mobile CRM database that can result in removing records from the database, if the user no longer has permission for the record, or it no longer exists. You need to enable these plugins in Woodford. 

License: Valid
New Customization XXXX-XXXX (body: True)
<Summary Foreground Server:5 Crm2011/ActiveDirectory Threads:3 Sent=1 Recv=0 Result=Normal/>
<Times Total=9365 Connect=295 Prepare=1028 UploadTotal=91/>
<Details>
   <UploadSync>Entitys=96ms Sent=1 TotalTim=102 NoChangesLeft</UploadSync>
   <GetCustomization Tim=1027/>
   <IncSync> <SyncDeletes <Analyze Tim=147 UnchangedTbls=27/> Items=667 Fetches=5 Deletes=667 Tim=4725/> Entitys=5544ms Many=1308ms Shared=578ms Attach=291ms Sent=0 Recv=0 TotalTim=8042</IncSync>
</Details>

SyncDeletes displays the time needed for analyzing the plugin’s results and determine whether deletes need to be performed on the local database. If yes, deletes are removed and number of deletes is shown in Items and Deletes. The time needed to perform the plugin check (Tim) is the last information always visible. If there is an entity, where the delete or cleanup took longer than 200 milliseconds, it is shown also in Entitys section with further details.

SharePoint sync issues

SharePoint.DocumentSync – If there is such an expression in the sync log, check the actual issue. In this case make sure the SharePoint credentials were entered correctly, and that the SharePoint type is set accurately in Mobile CRM app’s Setup section: 

2016-07-21T10:00:52.0609763+12:00: Exception
System.Net.HttpException: HTTP Error Unauthorized (401)
The remote server returned an error: (401) Unauthorized.
  at System.Net.HttpWebRequestSync.GetResponse()
  at ...WebServiceBase.XmlResponse..ctor(Object context, Boolean async, Boolean soap, XmlReaderSettings xmlSettings)
  at ...WebServiceBase.InternalEndInvoke(Object request, Func`2 readResponse)
  at MobileCrm.Data.SharePoint.ListService.GetListCollection()
  at MobileCrm.Data.SharePoint.DocumentSync.GetListUrlMap(ListService service, config, Action`2 Log)
  at MobileCrm.Data.SharePoint.DocumentSync

Similar issues can occur when the SharePoint site is not accessible from the device. In that case,the SharePoint site’s internal and external URLs are set incorrectly in the Woodford project, or user needs to use VPN in order to access SharePoint: 

2016-07-23T20:47:17.8670080+12:00: Exception
InvalidOperationException: The request contains no response.
  at WebServiceBase+XmlResponse..ctor (Object context, Boolean soap, WebServiceBase webService, Xml.XmlReaderSettings xmlSettings, Boolean processMultipartResponses) <0x1004fa160 + 0x003c8>
  at WebServiceBase.InternalEndInvoke (Object request, Func`2 readResponse) <0x1004f9870 + 0x0005b>
  at MobileCrm.Data.SharePoint.ListService.GetListCollection () <0x1005213a0 + 0x0014f>
  at MobileCrm.Data.SharePoint.DocumentSync.GetListUrlMap (MobileCrm.Data.SharePoint.ListService service, MobileCrm.config, Action`2 Log) <0x10051e1a0 + 0x0006b>
  at MobileCrm.Data.SharePoint.DocumentSync.DownloadFiles (db, MobileCrm.config,

Exclude document locations from Sync filter

Warning: sharepointdocumentlocation SyncFilter should exclude Locations referring to these entities: opportunity quote salesorder amb_commercialcontact lead

The warning means that some entities are not enabled in the app project (they are not a part of the mobile app) and they have more than 1000 document locations. Excluding them from the document location will speed up the synchronization.

To perform sync filter for document location, see Documents#Troubleshooting.

File integration sync issues

Google Drive, DropBox and OneDrive issues are displayed in the Sync log like this: 

FILESYNC: Could not upload GoogleDrive/DropBox/OneDrivefile: "Actual error, issue"

Online log

If an error occurs while using the Resco Mobile CRM app in online mode, it is logged in the onlineLog.txt file. 

=============================
Log file: onlineLog.txt
OnlineMode 2016-07-06T11:36:19.5604100-04:00 OnlineError 2016-07-06T11:36:19.4475010-04:00 Can't connect
System.Exception: Can't connect ---> System.Net.WebRequestException: The Internet connection appears to be offline. (-1009)
at System.Net.HttpConnection.GetResponse (System.Net.HttpWebRequestSync request) <0x100c20dd0 + 0x002f8> in <filename unknown>:0

OnlineMode is the time when the online log file was created (started to fill in). OnlineError is the time when the error occurred.

Then the error report continues with the actual issue. In this case,the issue is that user tried to switch to the Online mode before the internet connection (connection to the CRM server) was enabled on the device. So the Mobile CRM app Can't connect and the reason is The Internet connection appears to be offline. (-1009).

The online log can also contain different errors, not only issues with connection, but since the app in online mode is working directly with CRM server data, these are most likely to be server errors.

Integration log

=============================
Log file: integrationLog.txt
IntegrationError 2016-07-18T07:06:09.9259550-04:00 An internal server error occurred. Try again later.
Microsoft.Exchange.WebServices.Data.ServiceResponseException: An internal server error occurred. Try again later.
  at MobileCrm.Data.Exchange.ExchangeEmailService.DownloadEmails (MobileCrm.Data.Exchange.ExchangeSyncContext context) <0x1005a8d80 + 0x01188> in <filename unknown>:0
  at MobileCrm.Data.Exchange.ExchangeEmailService.DownloadEmails (MobileCrm.Data.Integration.SyncContext context) <0x1005a8130 + 0x000b7> in <filename unknown>:0
  at MobileCrm.Data.Integration.EmailService.SyncInternal (MobileCrm.Data.Integration.SyncContext context) <0x1005b3d40 + 0x00067> in <filename unknown>:0
  at MobileCrm.Data.Exchange.ExchangeEmailService.Sync (MobileCrm.Data.Exchange.ExchangeSyncContext context) <0x1005a7ac0 + 0x00087> in <filename unknown>:0
  at MobileCrm.Data.Exchange.Exchange.Sync (System.Func`3 progressCallback) <0x1005a6c50 + 0x0018b> in <filename unknown>:0

Integration log contains information about issues with Resco Mobile CRM’s integration features. This partial log contains issues with SharePoint, Exchange and Gmail, Dropbox, Google Drive integration, usually similar to synchronization issues.

First hint is to look for keywords SharePoint, Exchange, Gmail, DropBox, or Drive in the log trace. It specifies the integration feature that is having issues. Problem itself is usually HTTP Error unauthorized (401), meaning that a wrong username or password has been used. 

IntegrationError 2016-08-11T20:55:13.9637020+02:00 ServiceRequestFailed
Microsoft.Exchange.WebServices.Data.ServiceRequestException: ServiceRequestFailed ---> System.Net.HttpException: HTTP Error unauthorized (401)

Another problem can be caused by Server not found (404) error when the Exchange or SharePoint server URL is not available from the device, or some other internal server error occurred: 

IntegrationError 2016-06-24T14:54:01.6325360+02:00 The specified object was not found.
Microsoft.Exchange.WebServices.Data.ServiceResponseException: The specified object was not found.
  at Microsoft.Exchange.WebServices.Data.ServiceResponse.InternalThrowIfNecessary () [0x00012] in <filename unknown>:0

IntegrationError 2016-07-18T17:15:20.2094630-04:00 An internal server error occurred. Try again later.
Microsoft.Exchange.WebServices.Data.ServiceResponseException: An internal server error occurred. Try again later.
  at MobileCrm.Data.Exchange.ExchangeEmailService.DownloadEmails

Rules log

Rules are the most important tool for adding business logic to your Resco Mobile CRM app. Rules are scripts that are executed when a user of the mobile app opens a new view or form, taps a button or record, modifies any value, etc. You can modify many things using the scripts, most notably, change or validate data or change the UI.

In the Rules log, you can find information about issues with executing the rules in the app. Troubleshooting a problem with rules usually requires that you have access to the rule in question.

  • If you have access to the app project and the user can describe in which UI component the issue occurred, you can check the rule itself. In the rules log, you can see e.g. what field is causing the issue.
  • If you don't have direct access to the app project, ask the customer's Woodford administrator at least for a screen shot of the rule in question.
=============================
Log file: rulesLog.txt
FormRules:5/07/2016 12:41:50 PM
ExecutionError
-----------------------------
ConditionStep:
ConditionGroup:
-----------------------------
System.InvalidOperationException: Property not found on object'Calf feed.statuscode'
  atMobileCrm.UI.Workflow.AbstractVariable.GetProperty(Object o, String propertyName)
  at MobileCrm.UI.Workflow.EntityVariable.GetValue(String[] path)
  at MobileCrm.UI.Workflow.ConditionStep.Eval(ExecutionContext context)
  at MobileCrm.UI.Workflow.ConditionStep.Execute(ExecutionContext context)
  at MobileCrm.UI.Workflow.ConditionGroup.Execute(ExecutionContext context)
  at MobileCrm.UI.Workflow.Branch.Execute(ExecutionContext context)
  at MobileCrm.UI.Workflow.ExecutionContext.Execute()
FormRules:5/07/2016 12:41:50 PMExecutionError

A typical scenario is when the app tries to load a parent or a child record, while the lookup field on the child is empty and the parent record does not exist. So when you try to use the parent field in next step, it does not exist and the rule reports an error. In this case, the parent entity (entity or variable named feed) field statuscode is not available, or, since it is a default field, the whole record is not loaded and thus cannot be used.

If you can’t handle this error, send us the log and screenshot of the rule to mobilecrm@resco.net and our support team will gladly assist you.

If your log includes a line like this: Form:sf_timesheet|Rule:1, the number at the end indicates which form rule is affected:

  • 0: OnLoad
  • 1: OnChange
  • 2: OnSave
  • 3: Execute Command
  • 4: Can Execute Command
  • 5: Execute Button Command

Security manager log

=============================
Log file: secmanLog.txt
2016-06-14T22:18:50.7378484-04:00 SecuredFolder violation: Hash file integrity violated.

In the Security manager log, you can see when someone tampers with the customization (when one of its files is deleted or modified). It means that the project hash computed at the start of the app does not match the hash that was computed during customization’s download. The security is only checked when the project setting Enable Customization Security is enabled in Woodford configuration.

It should warn the user that someone could have adjusted the customization or JavaScript code. The user needs only to synchronize the app to get the project again.

Note: Some files that can be modified at app run time, for example, config.xml, have their own hash. When someone edits config.xml directly, the information is written to the crash log instead.

JSBridge log

In JSBridge log, you can find errors that occurred when running your JavaScript code. You can also use this log to write your own messages, errors, etc., from the JavaScript code. In case you have issues, and the log does not help, please let us know – mail us the log and the code that causes it together with steps to reproduce it, so that we can help you as fast as possible. 

JSBridge log
-------------------------------------------------
App 9.1.2.0 2016-07-26T01:50:59.1064317-04:00: Error invoking script: MobileCRM.UI.EntityForm._callHandlers('onChange',new (MobileCRM.UI.EntityForm||MobileCRM.ObservableObject)({"detailViews":[new (MobileCRM.UI._DetailView||MobileCRM.ObservableObject)({"isDirty":false,"isEnabled":true,"items":[new MobileCRM.ObservableObject(...System.Exception: Exception from HRESULT: 0x80020101
  at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
  at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
  at Resco.UI.WindowsRT.JSBridge.<InternalInvokeScript>d__11.MoveNext()
---End of stack trace from previous location where exception was thrown ---
  at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
  at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
  at Resco.UI.WindowsRT.JSBridge.<InvokeScript>d__10.MoveNext()

Crash log

Log file: CRASH LOG

A crash log can contain two types of events:

  • It can log an error, when something wrong took place, but it does not need to lead to a crash of the application in all cases.
  • And then there’s a crash, that is logged when the Mobile CRM application malfunctions and stops working immediately and closes.

Beside the header with information about the Mobile CRM version number, time of the event and device memory information, each error or crash log contains a stack trace, a sequence of code that was executed when the problem occurred.

When such errors occur, the log can help us track the cause of the issue. But because the code is using the same methods and code parts for different entities, views etc.,we need as much information about the situation when the application crashed as possible. Ideally, all steps required to reproduce the issue, or at least the name of the entity, view, or form where the issue occurred. It of course depends on the actual issue.

Error log

An error log contains the time and date of the error that occurred. It also described the storage (disk space and RAM). 

Log file: CRASH LOG
Application 9.1.2.0 ERROR 2015-09-03T22:43:06.1125440-05:00
Mem:16141976
Disk space Free/Total [MB] : 57746 / 117039
free/used/total [MB]: 21 / 761 / 987
System.Exception: OnAbortBackgroundTask

The error above represents the User Abort synchronization issue. It occurs when user puts the Mobile CRM application to the background or starts a different application during Mobile CRM app’s Synchronization.It occurs on iOS and Windows Store applications solely.

The user behavior can cause a major database corruption that can lead to data loss (unsynchronized changes), so it is important to explain users not to do so, and to keep the application running in the foreground during synchronization, and also not to turn off the device during synchronization, as well. 

Application 9.0.2.0 ERROR 2016-07-14T12:29:01.6416400-05:00
Mem:2699080
Disk space Free/Total [MB] : 4930 / 28601
free/used/total [MB]: 23 / 234 / 1015
PersonalContactDisabledByFilter

This error means, that use of personal contacts, contacts from the device’s phone book, is disabled. It can be caused by view filter on Contact entity. It is a minor issue, but it can help admins identify, why a user is not seeing his personal contacts in the Resco Mobile CRM app. 

Application 9.1.3.0 CRASH 2016-08-08T06:54:03.7072620+04:30
Mem:5625720
Disk space Free/Total [MB] : 5973 / 12833
free/used/total [MB]: 45 / 396 / 987
Mono.Data.Sqlite3.SqliteException: SQLite error
no such column: opportunity.statecode
  at Mono.Data.Sqlite3.SQLite3.Prepare (Mono.Data.Sqlite3.SqliteConnection cnn, System.String strSql, Mono.Data.Sqlite3.SqliteStatement previous, UInt32 timeoutMS, System.String& strRemain) [0x00000] in <filename unknown>:0
  at Mono.Data.Sqlite3.SqliteCommand.BuildNextCommand () [0x00000] in <filename unknown>:0

In this case the problem is that the opportunity statecode field was disabled in the mobile project. Since this field is required for some standard features, it should be enabled back. A no such column message indicates that a field, that is used in a form, view, chart, or else in the project, is not available in the database. 

Application 9.1.3.0 ERROR 2016-08-10T14:38:31.8811220+02:00
Mem:5498376
Disk space Free/Total [MB] : 25826 / 27728
free/used/total [MB]: 72 / 446 / 987
System.Net.WebRequestException: A server with the specified hostname could not be found. (-1003)
  at System.Net.HttpConnection.GetResponse (System.Net.HttpWebRequestSync request) <0xc0df4c + 0x00368>
  at System.Net.HttpWebRequestSync.GetResponse () <0xc0ef78 + 0x0015f>
  at Microsoft.Exchange.WebServices.Data.EwsHttpWebRequest.Microsoft.Exchange.WebServices.Data.IEwsHttpWebRequest.GetResponse () <0xff5414 + 0x00027>
  at Microsoft.Exchange.WebServices.Data.ServiceRequestBase.GetEwsHttpWebResponse (IEwsHttpWebRequest request) <0x102fb70 + 0x0004f>

Similarly to an integration error, the wrong Exchange URL (that could not be found) can be logged also in the application crash log, as an error.

Crash log

Every crash - unexpected closing of the Mobile CRM application (can be described as suddenly getting to the device’s home screen) - should be logged in the Crash log. It can help you - or us - to identify the cause of the crash. 

Application 9.1.2.0 CRASH 2016-07-29T08:36:48.1661400+02:00
Mem:6884600
Disk space Free/Total [MB] : 52477 / 57034
free/used/total [MB]: 396 / 1314 / 1988
System.NullReferenceException: Object reference not set to an instance of an object
  at MobileCrm.Data.FetchXml.Evaluator.EvalCondition (MobileCrm.Data.DynamicEntity entity, string linkName, MobileCrm.Data.FetchXml.Condition c) <0x1004f16a0 + 0x003bc>  at MobileCrm.Data.FetchXml.Evaluator.EvalFilter (MobileCrm.Data.DynamicEntity entity, string linkName, MobileCrm.Data.FetchXml.Filter filter) <0x1004f1490 + 0x000cf>
  at MobileCrm.Data.FetchXml.Evaluator.EvalFilter (MobileCrm.Data.DynamicEntity entity, string linkName, MobileCrm.Data.FetchXml.Filter filter) <0x1004f1490 + 0x00173>
  at MobileCrm.Data.FetchXml.Evaluator.EvalLink (MobileCrm.Data.DynamicEntity entity, MobileCrm.Data.FetchXml.Entity fetchEntity) <0x1004f1350 + 0x0004b>
  at MobileCrm.Data.FetchXml.Evaluator.IsMatch (MobileCrm.Data.DynamicEntity entity) <0x1004f1310 + 0x0002b>
  at MobileCrm.Controllers.Sales.ChildEntityList`1[T].LoadDataSource (IFilterListView view) <0x100316550 + 0x00247>
  at MobileCrm.UI.BaseEntityList.LoadDataView () <0x1011a5cd0 + 0x0002b>
  at MobileCrm.UI.BaseEntityList.Refresh (IReference changedEntity) <0x1011a4b60 + 0x0015b>
  at MobileCrm.Controllers.Sales.ChildEntityList`1[T].AsyncRefresh (System.Object changedItem) <0x100316f00 + 0x000af>

This error, Object reference not set to an instance of an object, means that the application is trying to load data that cannot be found: for example a field or an entity. In this case it could be UoM, UoMSchedule (Unit, Unit Group) entity or its field was disabled. The lead to this is Sales.ChildEntityList in the trace log, since the sales entity product entity uses Unit (Unit Group’s) filed values.

Other possibilities for such an error log (with different trace) could be e.g. a field, that is on a form, or view, but was disabled in the entity section of a project. If the field name is not available in the log, like in this case, it is most likely a field used in application’s logic - a field that was enabled originally, when the project was created. If you know which field has been disabled recently, you can try to enable it back and if the issue gets fixed, avoid disabling it in the future. If not, let us know we can help. Once again, we will need the log and the descriptions of steps the users performed to cause the error (at least which entity, form, view was accessed).

realtime.log

This log is generated if you are using geofencing. If you set Log verbosity to "Diagnostic", the log contains details about all geofencing events, including each Enter/Exit event with an anonymous ID of the record related to the geofence.

Examples — synchronization issues

Server side error

Log file: syncLog.txt
Date:2016-03-04 13:51:20+08:00
Org: 00000000-0000-0000-0000-000000000000
User:00000000-0000-0000-0000-000000000000
2016-02-11T12:56:35.2971390+07:00: Exception 
RescoSoapException: Server Error: The server was unable to process the request due to an internal error. For more information about the error, either turn on IncludeExceptionDetailInFaults (either from ServiceBehaviorAttribute or from the <serviceDebug> configuration behavior) on the server in order to send the exception information back to the client, or turn on tracing as per the Microsoft .NET Framework SDK documentation and inspect the server trace logs.

This error reports a CRM server error while performing synchronization. To get more information about the error, the CRM admin needs to check the CRM server-side tracing logs. 

Log file: syncLog.txt
Date:2016-02-05 19:59:07+11:00
Org: 00000000-0000-0000-0000-000000000000
User:00000000-0000-0000-0000-000000000000
2016-02-05T19:59:07.4005620+11:00: Exception
Thread: Exception while fetching entity new_supplierappointment
Inner: RescoSoapException: Server Error: Code.Value=s:Sender| Reason.Text=SQL timeout expired.| Detail.OrganizationServiceFault.ErrorCode=-2147204783| Detail.OrganizationServiceFault.Timestamp=2016-02-05T08:59:00.9805882Z| Detail.OrganizationServiceFault.InnerFault.InnerFault.ErrorCode=-2147220970| Detail.OrganizationServiceFault.InnerFault.InnerFault.Message=System.Data.SqlClient.SqlException: Microsoft Dynamics CRM has experienced an error. Reference number for administrators or support: #58AF102B
  at ...WebServiceBase.ThrowSoapException (HttpException ex)
  at XmlResponse..ctor (System.context, async, soap, System.XmlReaderSettings xmlSettings)
  at XmlResponse..ctor (System.context, async)
  at Crm2011.CrmService2011+<ExecuteFetch>c__Iterator1.MoveNext ()
  at Synchronization.SyncEngine+EntityDownloader.Downloader ()

The error above is a server-side error. To solve it, contact your CRM administrator, who can check the server-side MS Dynamics CRM tracing logs and determine what exactly the issue is. To find more information, look for the reference number #58AF102B in the tracing logs. 

Log file:syncLog.txt
Date:2016-02-29 9:57:07+11:00
Org: 00000000-0000-0000-0000-000000000000
User: 00000000-0000-0000-0000-000000000000
2016-02-29T09:58:32.8934570-05:00: Create Error
appointment[Appointment name, c407aacd-bccf-47b6-820d-eb5509daf9b7]
RescoSoapException: Server Error: ErrorCode=-2147204305| Message=A validation error occurred. The value of 'scheduleddurationminutes' on record of type 'appointment' is outside the valid range.| Timestamp=2016-02-29T14:58:26.8601196Z| TraceText= [Microsoft.Crm.ObjectModel: Microsoft.Crm.ObjectModel.TargetAttributeValidationPlugin] [c754fdb4-ef2f-4f2c-b49f-186214ab4dcd: TargetAttributeValidationPlugin]

This error is caused by a plugin, as the data that the user entered in the appointment does not meet the plugin’s criteria. In the MS Dynamics CRM’s tracing log, you should also find a trace from the plugin. 

2016-02-29T09:58:40.2293950-05:00: Exception
System.Exception: Can't execute Full Sync forced by Administrator because upload of local changes failed
  at SyncEngine.Execute (db, Synchronization.SyncResult& result) <0x1003cf710 + 0x008e8>
  at SyncEngine.Execute (db, MobileCrm.config, Synchronization.SyncResult& result, System.Func`3 progress, Synchronization.SyncConflict conflictCallback, Boolean IsHighEndDevice) <0x1003d0d40 + 0x00197>

Forced full sync could not be performed due to unsynchronized changes (e.g., the create appointment error above). Unless the sync errors are solved, forced full sync will not be performed. If you do not need to keep the changes, the user can perform "Delete Data" from Mobile CRM app’s Setup. This will remove all, including unsynchronized changes from the device, and the next sync will be a full synchronization.

Server Permission Issues

Log file: syncLog.txt
Date:2016-01-19 16:38:36+08:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
Date:2016-01-19 16:46:05+08:00
Org: 51449dee-b7be-48d6-baef-e47cd2012af2
User:d66a457f-9192-e511-811e-c4346bacafe8
License: Valid
New Customization 58309823-8f68-4487-a1dc-5c0d55eae4ac (body: True)Permission query returned no results!
Exception while syncing: product
Inner: RescoSoapException: Server Error: -2147220960| Principal user (Id=d66a457f-9192-e511-811e-c4346bacafe8, type=8) is missing prvReadCore_accountcroppest privilege(Id=b9fa861f-9016-4815-ad07-4c8f0a765509)| 2016-01-19T08:46:04.9968562Z
  at ...WebServiceBase.ThrowSoapException (HttpException ex)

Based on this error, you can see that the user is missing a privilege to read the entity. It means that user permissions were changed. To fix it, the user needs to perform a full synchronization - either a forced full sync from Woodford or by deleting the local data if there are no unsynchronized changes. 

Log file: syncLog.txt
Date:2016-03-09 12:49:47-08:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO2016-03-22T11:44:06.7418960-07:00: Exception
RescoSoapException: Server Error: Code.Value=s:Sender| Reason.Text=SecLib::RetrievePrivilegeForUser failed -no roles are assigned to user.Returned hr = -2147209463, User: 5b93777b-59ef-e511-811b-c4346bacd1a8| Detail.OrganizationServiceFault.ErrorCode=-2147209463|

According to this error, a user does not have a security role assigned. If the user should be able to access the CRM, the system admin needs to assign the user at least one role. 

Log file: syncLog.txt
Date:2016-02-11 19:42:47+08:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO2016-02-11T19:42:47.1135010+08:00: Exception
RescoSoapException: Server Error: MSIS7068: Access denied.
  at XmlResponse..ctor (System.context, async, soap, System.XmlReaderSettings xmlSettings)
  at ...WebServiceBase.InternalEndInvoke (System.request, System.readResponse)

According to this log, it seems that the user might have been disabled. CRM admins should be able to identify the issue.

Connection issues - Bad URL

All the following logs have one thing in common – an incorrect CRM URL - or the fact that the CRM server is not accessible from the device. 

Log file: syncLog.txt
Date:2016-03-03 12:05:13-06:00
Org:3cbc7cf6-f7ff-e411-80e2-005056be5ca2
User:efa439c9-4ccf-e511-80f9-005056be1bc8
2016-03-03T12:05:13.7107630-06:00: Exception
System.Net.WebRequestException: The request timed out. (-1001)
  at System.Net.HttpConnection.GetResponse (System.Net.IOSWebRequestrequest) <0x100c295e0 + 0x002f8>
  at System.Net.IOSWebRequest.GetResponse () <0x100c2a4d0 + 0x00137>
  at Crm2011.WsdlHelper.FindAuthenticationTypeAndUrl(MobileCrm.LoginInfo settings, MobileCrm.SimpleLoginInfo login, System.String url, System.String& type, System.String& authUrl, System.String& authId) <0x1004c4aa0 + 0x0016b>
  at CrmService2011.Connect (MobileCrm.LoginInfo settings, MobileCrm.SimpleLoginInfo login, System.Action`2 Log) <0x1004bc6c0 + 0x0014f>

Log file: syncLog.txt
Date:2016-03-03 00:08:57+00:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
2016-03-03T00:08:57.8342050+00:00: Exception
System.Net.WebRequestException: A server with the specified hostname could not be found. (-1003)
  at System.Net.HttpConnection.GetResponse (System.Net.IOSWebRequest request)
  at System.Net.IOSWebRequest.GetResponse ()
  at Crm2011.WsdlHelper.FindAuthenticationTypeAndUrl (MobileCrm.SimpleLoginInfo login, System.String url, System.String& type, System.String& authUrl, System.String& authId)

Log file: syncLog.txt
Date:2016-03-02 13:47:44-08:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
Disco connection failedto :'https://crm.server.com/MSCRMServices/'
2016-03-02T13:47:44.3738260-08:00: Exception
System.Net.WebRequestException: Could not connect to the server. (-1004)
  at System.Net.HttpConnection.GetResponse (System.Net.IOSWebRequest request) <0xbc7ccc + 0x00360>
  at System.Net.IOSWebRequest.GetResponse () <0xbc8cd0 + 0x0015f>

Log file: syncLog.txt
Date:2016-03-02 21:18:22+00:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
Disco connection failed to :'https://crm.server.com/MSCRMServices/'
2016-03-02T21:18:22.1814900+00:00: Exception
System.Net.WebRequestException: Failed to load URL(Error code: 503)(503)
Log file: syncLog.txt
Date:2016-03-22 18:50:30-04:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
Disco connection failed to :'https://crmusa.tempursealy.com/MSCRMServices/2007/AD/CrmDiscoveryService.asmx'
2016-03-22T18:50:30.2383410-04:00: Exception
System.Net.HttpException: HTTP Error not found (404) ---> System.Net.HttpException: HTTP Error not found (404)

All of the above and other similar logs refer to issues with reaching the CRM server. It can be either an incorrect URL in the Mobile CRM application’s synchronization dialog or the fact that the CRM server is not accessible from the device. E.g., the user needs to use a VPN connection before running synchronization.

We use this message in such cases:

Please make sure that you use the correct MS Dynamics CRM URL. You can try to connect with that URL via your mobile web browser to check if your CRM is accessible. Can you connect?

Time, date issues

Log file: syncLog.txt
Date:2016-02-05 12:06:18+08:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
2016-02-05T12:06:18.9497260+08:00: Exception
RescoSoapException: Server Error: Code.Value=s:Sender| Code.Subcode.Value=a:BadRequest| Reason.Text=ACS10001: An error occurred while processing the SOAP header.
Trace ID: 3e75fceb-7e49-4945-9070-51078b662c7c
Timestamp: 2016-02-05 05:07:07Z
  at MobileCrm.Data.WebService.CrmServiceFactory.Connect (settings, MobileCrm.SimpleLoginInfo login, System.Log) [0x00164]
  at MobileCrm.Data.WebService.CrmServiceFactory.Connect (settings, System.Log)
  at SyncEngine.Execute (db, Synchronization.SyncResult& result) [0x00024]
  at SyncEngine.Execute (db, MobileCrm.config, Synchronization.SyncResult& result, System.Func`3 progress, Synchronization.SyncConflict conflictCallback, IsHighEndDevice) [0x00062]

“An error occurred while processing the SOAP header” means that user’s time zone, time or date is not set accurately and authentication against the CRM server cannot be performed. This is the most common issue. In some cases, it can be caused by incorrec tcredentials entered by user. When we receive a log with such error, we reply with the following message:

“Your username/password is not set correctly, or time and date is not set accurately. Please double check your credentials and try to set the date and time to automatic, then synchronize again. Also, you can check if it is possible to connect to your MS Dynamics CRM directly from your mobile web browser, so your CRM is accessible via your mobile device.” 

Log file: syncLog.txt
Date:2016-03-24 08:14:51+01:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMOCrm2011ConnectFailed
2016-03-24T08:14:51.9302260+01:00: Exception
RescoSoapException: Server Error: An error occurred when verifying security for the message.
  at...WebServiceBase.ThrowSoapException (HttpException ex) <0x1004b7270 + 0x000a8>
  at XmlResponse..ctor (System.context, async, soap, System.XmlReaderSettings xmlSettings) <0x1004b7bc0 + 0x0010f>
  at ...WebServiceBase.InternalEndInvoke (System.request, System.readResponse) <0x1004b7320 + 0x00077>
  at ...WebServiceBase.Invoke (System.action, System.args, System.writeRequest, System.writeHeader, System.readResponse) <0x1004b7550 + 0x00047>
  at Crm2011.FederationService.IssueSecurityToken (System.target, System.header, System.keyType, System.trustNamespace) <0x1004a6b90 + 0x0029f>

Log file: syncLog.txt
Date:2016-02-11 08:13:35+01:00
Org: 00000000-0000-0000-0000-000000000000
User:00000000-0000-0000-0000-000000000000
2016-02-11T08:13:35.7113480+01:00: Exception
RescoSoapException: Server Error: Code.Value=s:Sender| Code.Subcode.Value=a:FailedAuthentication| Reason.Text=ID3242: The security token could not be authenticated or authorized.

These two issues are very similar to the one before. Again, a possible time zone, time, date, or user credentials issue. Again, we usually reply with this message to users:

“Your username/password is not set correctly, or time and date is not set accurately. Please double check your credentials and try to set your date and time to automatic, then synchronize again. You can also check if it is possible to connect to your MS Dynamics CRM directly from your mobile web browser, so your CRM is accessible via your mobile device.”

User credentials / access issues

Log file: syncLog.txt
Date:2016-01-20 11:20:58+13:00
Org: 00000000-0000-0000-0000-000000000000
User:00000000-0000-0000-0000-000000000000
2016-01-20T11:20:58.5142250+13:00: Exception
RescoSoapException: Server Error: Code.Value=s:Sender| Code.Subcode.Value=a:FailedAuthentication.ExpiredPassword| Reason.Text=MSIS3125: The password for domain\user has expired.| Detail.UserAccountPasswordExpiredFault.UserAccountName=TWI\Deborah.Dougherty
  at ...WebServiceBase.ThrowSoapException (HttpException ex) <0x1004ef410 + 0x000a8>
  at XmlResponse..ctor (System.context, async, soap, System.XmlReaderSettings xmlSettings) <0x1004efe70 + 0x001a7>
  at ...WebServiceBase.InternalEndInvoke (System.request, System.readResponse) <0x1004ef4c0 + 0x00077>
  at ...WebServiceBase.Invoke (System.action, System.args, System.writeRequest, System.writeHeader, System.readResponse) <0x1004ef6f0 + 0x0005b>

The password for domain\user has expired issue means that the user needs to log in to the CRM server via browser and update his password. Then of course,he/sheneeds to use the new updated password in the Mobile CRM app as well. To users experiencing this problem we send the following message:

“You need to log in to your CRM using the browser on your device and you will be asked to change your password. When you do, you also need to change your passwordinthe RescoMobile CRM app(to the one you’vejust setup via the browser).” 

2016-03-04T08:14:49.4904330+02:00: Exception
RescoSoapException: Server Error: Code.Value=S:Sender| Code.Subcode.Value=wst:FailedAuthentication| Reason.Text=Authentication Failure DefaultURL| Detail.error.value=0x80048831| Detail.error.internalerror.code=0x80041082| Detail.error.internalerror.text=The password for the account has expired.

Similar issue as the previous one. The user needs to log in to the CRM server via the browser, to change the expired password. In this case, it was an error with CRM online. 

Log file: syncLog.txt
Date:2016-03-02 15:44:09-05:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
2016-03-02T15:44:09.6740830-05:00: Exception
RescoSoapException: Server Error: Code.Value=S:Sender| Code.Subcode.Value=wst:FailedAuthentication| Reason.Text=Authentication Failure| Detail.error.value=0x80048821| Detail.error.internalerror.code=0x80041012| Detail.error.internalerror.text=The entered and stored passwords do not match.

The entered and stored passwords do not match: This message speaks for itself. The user name or password that the user entered into the Mobile CRM app is not correct. It can be a typo in the password, a missing domain name in the username, or a missing / incorrect organization on CRM URL, etc. You most probably know your CRM server authentication, or you can use this message as reference:

“Your username or password is not set correctly. Please double check your credentials and synchronize again. Also make sure that you specified the organization name in the URL and the domain name in the username, in the case they are used.” 

Log file: syncLog.txt
Date:2016-03-02 14:10:34-06:00
Org: 59fe8e8d-e4be-4b42-bedf-755693b54e56
User:384a3d29-9930-e511-916d-005056ad7bb9
2016-03-02T14:10:34.9694180-06:00: Exception
System.Net.HttpException: HTTP Error unauthorized (401) ---> System.Net.HttpException: HTTP Error unauthorized (401)
  at System.Net.HttpConnection.GetResponse (System.Net.IOSWebRequest request) <0x100c755e0 + 0x00438>
  at System.Net.IOSWebRequest.GetResponse () <0x100c764d0 + 0x00137>

This is an issue similar to the previous one – again we’re dealing with potentially incorrect credentials, or either domain name or organization missing. Same is also the message we send to users:

“Your username or password is not set correctly. Please double check your credentials and synchronize again. Also make sure that you specified the organization name in the URL and the domain name in the user name, in the case they are used.” 

Log file: syncLog.txt
Date:2016-03-22 15:34:21-05:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
2016-03-22T15:34:21.3511880-05:00: Exception
RescoSoapException: Server Error: Code.Value=s:Sender| Code.Subcode.Value=a:FailedAuthentication| Reason.Text=Access is denied.
  at MobileCrm.Data.WebService.CrmServiceFactory.Connect (settings, MobileCrm.SimpleLoginInfo login, System.Log) <0x42bda8 + 0x004d8>
  at MobileCrm.Data.WebService.CrmServiceFactory.Connect (settings, System.Log) <0x42bd74 + 0x00027>
  at SyncEngine.Execute (db, Synchronization.SyncResult& result) <0x3a7000 + 0x00167>
  at SyncEngine.Execute (db, MobileCrm.config, Synchronization.SyncResult& result, System.Func`3 progress, Synchronization.SyncConflict conflictCallback, IsHighEndDevice) <0x3a8998 + 0x001e7>

This error indicates a user without access to the CRM server. This needs to be checked by the CRM admin, whether the user should have access to CRM or not.

Wrong user mode

<Log file: syncLog.txt
Date:2016-03-04 13:51:54+01:00
Org: 00000000-0000-0000-0000-000000000000
User:DEMO
2016-03-04T13:51:54.0323870+01:00: Exception
RescoSoapException: Server Error: Code.Value=Sender| Reason.Text=Customer mode setup for this organization not found.
  at ...WebServiceBase.ThrowSoapException (HttpException ex) <0x1004b2590 + 0x000a8>

This message means that the user used something other than the Internal user mode to synchronize the Mobile CRM application. In order to get the project assigned as an internal (CRM) user, the user needs to switch the User Mode (in the Mobile CRM app’s Sync Dialog) back to Standard User option.

Update application

Log file: syncLog.txt
Date:2016-08-09 08:18:17+02:00
Org: 00000000-0000-0000-0000-000000000000
User:00000000-0000-0000-0000-000000000000
License: Valid
2016-08-09T08:18:17.3044890+02:00: Exception
MobileCrm.Data.Customization.CustomizationException: Unsupported metadata version 21 (20) Update Application
  at MobileCrm.Data.Customization.Service.DownloadCrmCustomization (ICrmService service, MobileCrm.config, System.String currentVersion, System.String filePath, System.Action`2 logger, MobileCrm.Data.Crypto.SecuredFolder sf) <0x356a08 + 0x015cc>

This means that the Mobile CRM application is unable to download the mobile project and synchronize, as the Mobile CRM app version is lower than version of Woodford used to publish the mobile project. This can happen when you update Woodford and publish a project before you check whether all users updated the Resco Mobile CRM application to the latest version. It is also an evil way of forcing all users to update their Mobile CRM application.

If the Woodford update happened by mistake, it is possible to publish the project as a previous version. Otherwise, you can send this message to users, notifying them that Mobile CRM app update is required:

Please update your Resco Mobile CRM app (latest version is available in the app store) and synchronize again.

License issues

MobileCrm.Data.Customization.CustomizationException: LICENSE: NOT FOUND

This is a sync error that tells us the user does not have a mobile license. It needs to be assigned to him/her in Woodford’s Mobile users section. 

MobileCrm.Data.Customization.CustomizationException: LICENSE: EXPIRED

If this error occurs, the license needs to be assigned as the user is in pending mode for more than two weeks. This happens when Auto assign licenses in Woodford are disabled and the user synchronizes without having a mobile license assigned in advance. If a license is not assigned, the user will not be able to synchronize, just like when he/she is disabled from using a license.

More examples

See Exceptions for information about more problems that users and support providers can encounter when working with Resco.

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