Troubleshooting
What to check when an Interval, a report, or the timeline does not show what you expect.
Start with the Health Monitor: it checks capture, the jobs, and the Error Log, and says how to fix each problem it finds.
A change made no Interval#
| Check | Fix |
|---|---|
| Tracking enabled is off on the Sojourn Settings overview | Turn it on. Reconcile records the values that changed meanwhile |
| The object is paused or inactive | Resume or Turn on it on the Tracked objects list, then Catch up |
| The field is not a Tracked field | Check it on the object's screen and choose Save; capture starts with the next change |
| The object's pill reads Flow missing or Flow unknown | Activate its capture Flow, as the object's screen shows; see Track an object |
| The Health Monitor shows "Plus plan needed" for the object | Objects other than Case, Lead, and Opportunity need the Plus plan; see Free and Plus plans |
| The record type is not in Record types | Add it, or leave the list empty to track every record type |
| The Error Log has a Limit or DML row for the change | Create interval on the error recreates it; Reconcile also retries it each night |
A report is empty or out of date#
- Reports on Interval Summaries read the summary rows, which the Summaries job writes each night. Turn it on, or choose Rebuild on the Summaries screen for past months.
- Reports read only the Intervals and records you can see. Check the report runs as a user with the Sojourn Manager or Sojourn User permission set.
- A report that runs past 10 minutes stops; filter it to fewer records or days. See Reports at large volume.
The timeline is empty#
The timeline says why in its empty state: the object is not tracked, its Flow is not active, the record has no Intervals yet, you lack the Sojourn Timeline permission, or the record is not shared with you. See Show the timeline on a record.
A backfill failed#
History backfill needs Field History Tracking on the fields. The Health Monitor names the error; choose Seed or Fresh instead, or turn on history and run it again. History and Seed are on the Plus plan.
A run that stopped part-way shows Failed with the records it finished and what stopped it, for example a Salesforce limit in one job of the chain; run it again, and the records already done are skipped. See How a run works.
Hear about errors without opening the Health Monitor#
Subscribe to a copy of the Error Log by Type report, so an email arrives on the mornings an error needs you; see Email me when Sojourn logs an error in the cookbook.
What to send us#
When you ask us for help, send what you can of this list. It lets us answer without asking twice.
- The versions. In Setup, Installed Packages: the version number of Sojourn, and of Sojourn Omni-Channel if you have it.
- The org. Its edition, whether it is production or a sandbox, and whether Sojourn Settings shows the Plus notices, which means it is on the Free plan.
- The Health Monitor. A screenshot of its Overview: the banner, Capture, Jobs, and Errors.
- The errors. For each Error Log row involved: its Error Number, Error Type, the object, when it happened, and the message. Open the row on the Health Monitor's Errors tab to see them. The technical details, which only a Sojourn admin sees, help most; read them first, because a message can hold a record's values.
- The settings. The file from Export settings (see Move settings between orgs). It holds your configuration, not your records.
- What happened. The record Id, the change you made and when, and what you expected to see.
Never send a password or a link that signs in to your org.
Updated in release 1 This page changes in the same pull request as the feature it describes.