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            Fix Sync Issues for Lightning Sync Users

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            Fix Sync Issues for Lightning Sync Users

            If an Lightning Sync user has trouble syncing between your email server and Salesforce, you can troubleshoot sync issues by checking your users’ sync statuses or running a Lightning Sync error report. If you find a sync issue that a user can’t overcome, then you can reset that user’s sync process for them.

            Required Editions

            Available to sync records from: Salesforce Classic, Lightning Experience, and the Salesforce mobile app
            Available to set up from: Salesforce Classic and Lightning Experience
            Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with Sales Cloud, Service Cloud, and Lightning Platform
            • Check Lightning Sync Users’ Sync Statuses
              If Lightning Sync users can’t sync, Salesforce admins can check their individual sync statuses—and the sync status of Lightning Sync setup—to troubleshoot the problem.
            • Build and Run a Lightning Sync Error Report
              If Lightning Sync users can’t sync, Salesforce admins can build and run an error report to discover what’s causing sync to fail and for which users. The report details provide suggestions to help you troubleshoot sync issues.
            • Reset Sync for Lightning Sync Users
              If a rep has trouble syncing between your email server and Salesforce, Salesforce admins can reset that rep’s sync process. Resetting sync clears out and then restores the connections between a rep’s email and calendar applications and Salesforce records. Resetting the sync process doesn’t affect information stored in those records.
            • Test the Connection Between Your Server and Salesforce
              Salesforce Admins setting up Lightning Sync for Microsoft® Exchange should run both the Lightning Sync connection test and the Microsoft Remote Connectivity Analyzer to test their connectivity between their servers and Salesforce. The tests differ slightly, so running both gives admins more information about the connection status. Admins setting up Lightning Sync for Google need only run the Lightning Sync connection test.
            • Lightning Sync for Microsoft® Exchange Statuses
              Understanding Lightning Sync for Microsoft Exchange statuses helps you assess and address Lightning Sync errors that appear on the Lightning Sync status page in Salesforce.
             
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