Working with synchronization errors

You should monitor the synchronization to ensure there are no errors:

• Use HTTP Debugger to capture synchronization traffic.
• View the synchronization status page. For more information, see Viewing synchronization statistics.
• Monitor the log files. For more information, see Working with Exchange Integration logs.

Types of error

Sage CRM handles the following scenarios as standard errors. They are logged according to the specified logging level

• Data Sync Error. Data is synchronized from Exchange to Sage CRM or Sage CRM to Exchange, but Sage CRM or Exchange cannot process the create/update/delete for a contact/task/appointment. For example, because non-numeric characters have been synchronized to an Integer field. Each failed create/update/delete from either Sage CRM or Exchange is added to the overall error count for a specific synchronization.
• Cannot Connect to Mailbox. During the course of a synchronization, Sage CRM cannot connect to a specific Exchange mailbox that has been flagged to synchronize with Sage CRM. The Sage CRM user mailbox is flagged with a red X in the User Mailbox Management list and the Last Sync column displays the last time a synchronization was successfully started for the user. Sage CRM doesn't attempt to reconnect to the mailbox during the current synchronization. It does attempt to connect during the next synchronization.

Sage CRM handles the following scenarios as fatal errors and stops all activity for the current synchronization. Fatal errors are logged according to the specified logging level and synchronization is attempted at the next scheduled synchronization time.

• No response from EWS endpoint or Sync Engine within the time specified in Response Timeout.
• Sage CRM cannot connect with the EWS URL. For example, due to an authentication problem.
• Sage CRM is connected to Exchange Server but not to any of the flagged mailboxes.
• Sage CRM cannot connect to the Sync Engine or vice versa.

Troubleshooting steps

When trying to identify the cause of an error, do the following:

• Establish if the error occurs on all mailboxes, or only certain mailboxes. To do this, disable all users except the problem user, and test with specific synchronization types.
• Investigate if the error occurs during a specific type of synchronization. For example, when synchronizing contacts from Sage CRM to Exchange, or when synchronizing tasks from Exchange to Sage CRM. If it occurs when synchronizing from Exchange to Sage CRM, check the SCRM and Exchange Sync Engine logs. If it occurs when synchronizing from Sage CRM to Exchange, check the CXF and Exchange Sync Engine logs.
• Investigate if the synchronization causes the Exchange Sync Engine to stop responding. Check the Tomcat service logs for a crash.
• Check all relevant logs. An issue with data synchronization is not necessarily a fault in the Sync Engine. Errors reported by the Sync Engine could be caused by errors on one of the endpoints.