Unable to complete a platform encryption self-service sync

Customer will ensure the self service is attempted before reviewing the following information,

Supported standard and custom fields are encrypted with your active key material and encryption policy in the background. After the service syncs your data, it gathers statistics for the object.

To view your gathered statistics, wait for your verification email and then refresh the 'Encryption Statistics and Data Sync' page.

From the Platform Encryption Statistics page, the Sync button may be greyed out under the following circumstances:

• When the sync is not needed for this object.
• When the last Sync was done within 7 days.
• When encryption statistics 'Gathering' is already in progress on the same entity.
• When Mass encryption is in progress on the same entity.
• When you have a destroyed Key.
• Data is too large and needs support assist.

Self-service background encryption supports all standard and custom fields, including 'description' and 'long' and 'rich text area' fields and files and attachments.

Verify that this list matches what’s encrypted in Setup:

• Data elements selected on the 'Encryption Policy' page
• Standard fields selected on the 'Encrypt Standard Fields' page
• Custom fields you selected for encryption on the 'Field Definition' page

For help with sync errors or any other issues encrypting your data, please contact Support and provide the following information:

• Specific Sync error with screen captures
• Specify the object names that need to be synced

Support will review each object error to suggest the workarounds. Support may require the login access for visibility when troubleshooting.

Related article:

Gather Encryption Statistics

Sync Data with Self-Service Background Encryption