> ## Documentation Index
> Fetch the complete documentation index at: https://docs.junojourney.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Salesforce sync troubleshooting
> Diagnose missing records, stalled syncs, and provisioning surprises.
export const SupportContact = () => {
return
Contact us at support@junojourney.com or use the support widget in Juno.
;
};
export const RelatedPages = ({pages = []}) => {
if (pages.length === 0) return null;
return <>
Related articles
{pages.map(page => )}
;
};
export const RoleBadge = ({roles = []}) => {
const colorMap = {
Admin: "yellow",
Manager: "blue",
Learner: "green",
"Co-editor": "purple"
};
return <>
{roles.map(role => {role}{" "})}
;
};
Work top to bottom: most "nothing is syncing" reports are one of the first three rows. Activity is queued durably — fixing the cause syncs the backlog; nothing is lost while you diagnose.
## 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.
| Check | Where | Fix |
| -------------------------------------------------- | -------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Is the related list on the layout? | Salesforce **Setup** > **Object Manager** > **Contact** > **Page Layouts** | Add **Juno Learning Activities**. Records sync from day one but stay invisible until the list is on the layout — the most common "nothing is working" report |
| Is the org connected? | **Admin** > **Integrations** > **Salesforce** card | Connect (or reconnect) as the integration user |
| Are any events selected? | **Activity events written to Salesforce** on the Integrations page | Tick the events you want, then **Save**. With none ticked, nothing is written |
| Does the sync audience include the learner? | **Sync audience** on the provisioning card — Staff / Customers / Both | Widen the audience |
| Does the integration user hold the permission set? | Salesforce **Setup** > **Permission Sets** > **Juno Learning Integration** | Assign it, then activity drains on the next run |
## 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* **Reconnect banner on the card** — the Salesforce session was revoked or expired beyond refresh (password reset, admin revoke, key rotation).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
| Learner kind | Matching rule | If there's no match |
| ------------ | ------------------------------------------------------------------------------ | ------------------------------------------------------------------ |
| Staff | Active Salesforce **User** with the learner's primary email | Event retries automatically — a User created later still syncs |
| Customer | **Contact** with the learner's primary email (or the Contact Juno provisioned) | Event is parked — create the Contact, then ask support to re-queue |
## The numbers look wrong
* **"Completions" higher than expected** — you're counting Event Type instead of Completed At. Report on the timestamp fields ([why](/integrations/salesforce-records-and-reports#building-your-own-reports)).
* **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).
## What Juno keeps, and for how long
Synced queue entries are pruned 30 days after sending; failed entries are kept 90 days for diagnosis, then pruned. The Salesforce records themselves are permanent data in your org and are never deleted by Juno.