No records appear at all
Give it an hour first. The sync runs hourly, so activity from a few minutes ago will not be in Salesforce yet. Only start troubleshooting once a scheduled run has been and gone.
Records stopped appearing
- Reconnect banner on the card — the Salesforce session was revoked or expired beyond refresh (password reset, admin revoke, key rotation). Reconnect from the card; queued activity drains automatically after.
- No banner, still nothing — check the learner’s action is one of the ticked events under Activity events written to Salesforce, and that the learner matches (next row).
- Records stopped the moment someone edited settings — clearing every event under Activity events written to Salesforce stops all write-back. Existing records stay, but nothing updates.
One learner’s activity is missing
The numbers look wrong
- “Completions” higher than expected — you’re counting Event Type instead of Completed At. Report on the timestamp fields (why).
- A passed quiz shows as failed (or vice versa) — quiz fields carry the latest attempt by design. A retake overwrites the previous outcome on the record.
- Deep Link / Expires At columns are blank — expected; those fields activate with upcoming features.
Provisioning surprises
- Run refused, “unusually large” warning — the run would deactivate more than a safe share of your provisioned learners. Usually a criteria edit; Dry-run the new criteria and check the deactivate count before running again.
- Nobody was deactivated after tightening criteria — if the run matched zero Contacts or Salesforce returned a partial read (record cap), deactivation is skipped on purpose for that run.
- One person stayed active when everyone else was deactivated — provisioning only auto-deactivates plain learners. Anyone promoted above Learner is left alone deliberately; deactivate them by hand if that’s what you want.
- A customer can’t sign in — in order of likelihood: they were deactivated (Contact stopped matching), their email differs from the Contact’s, or your organization signs in through SSO/SAML (magic-link sign-in doesn’t apply).