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How Siebel CRM Desktop Handles Synchronization Errors


If a top-level error occurs during synchronization, then the Synchronization Engine stops any further processing and displays a message to the user that describes the error. The following types of errors can occur:

  • System error
  • Resource allocation error
  • General storage problem
  • Application state malfunction
  • Login failure
  • Connectivity problem
  • Missing xml or js files in the customization package

If an operation failure occurs in the Synchronization Engine, then CRM Desktop creates a synchronization issue and then attempts to do this operation again during the next synchronization session. The following types of errors can occur in this situation:

  • Unexpected failure during an add, update, or delete operation.
  • If the data for an object changed since CRM Desktop queried this object during the current synchronization session, then it cannot do the update and the delete operations until the next synchronization cycle. In this situation, it creates an issue and then handles this issue in the subsequent synchronization. This synchronization creates a collision because the object changed since the last synchronization. A collision is a data integrity problem that occurs if CRM Desktop modifies the same record on the Siebel Server and in IBM Notes between synchronization sessions. For more information, see Resolving Synchronization Conflicts.

CRM Desktop logs synchronization errors in synchronization log files and in the General Log log file. It does not enable log files, by default. For more information, see Log Files You Can Use with Siebel CRM Desktop.

How Siebel CRM Desktop Handles Errors While Downloading the Customization Package

If an error occurs while CRM Desktop downloads the customization package, then it displays an error message near the taskbar. This error notifies the user that the customization package changed but CRM Desktop cannot download it because of errors. The problem might be due to the fact that the user does not possess the privilege that the Siebel Server requires to download the package. In this situation, the user must contact the system administrator to get the necessary privileges and then get the customization package again.

How Siebel CRM Desktop Determines Compatibility

This topic describes how Siebel CRM Desktop determines compatibility. For a description of the work CRM Desktop does depending on compatibility, see How Siebel CRM Desktop Synchronizes Data During an Incremental Synchronization.

How Siebel CRM Desktop Determines Product and Version Compatibility

Siebel CRM Desktop uses the following element in the info.xml file to determine product and version compatibility:

<compatibility>
  <products>versions</products>
  <schemas>versions</schemas>
</compatibility>

where:

  • products. Specifies product versions that are compatible with the package that CRM Desktop must install.
  • schemas. Specifies package versions that are compatible with the package that CRM Desktop must install. If the current package is compatible with the new package that it must install, then CRM Desktop synchronizes the local data to the Siebel Server before it applies the new package.
  • versions is a string that includes one or more version numbers. A dash (-) specifies a range of versions. A semi-colon (;) separates individual version numbers.

For example, the following code specifies that all product versions starting with version 3.05.15.00 through version 3.05.30.99 are compatible:

<compatibility preferred_product="3.05.30.00">
  <products>3.05.15.00-3.05.30.99</products>
  <schemas>3.04.00.00-3.05.30.99</schemas>
</compatibility>>

CRM Desktop returns a preferred version in the following situations:

  • The product is not compatible.
  • The product is compatible but the preferred version is not the same version as the current product version.
How Siebel CRM Desktop Determines Schema Compatibility

The schema subelement of the compatibility element in the info.xml file determines schema compatibility. If Siebel CRM Desktop can save the data that it creates or modifies in the old customization package, then the schema is compatible. It saves this data to the current version of the Siebel database. An example of schema incompatibility occurs if a required field in Siebel CRM does not contain a value because the old package does not require it.

How Siebel CRM Desktop Determines Object Structure Compatibility

Siebel CRM Desktop examines the object structure to determine compatibility. For example, if you create a new object type that Siebel CRM Desktop synchronizes, then it must reinstall the current folder structure and install the new folder structure with the new package. If the object structure that the new customization package defines is not different from the object structure that the old package defines, then CRM Desktop applies changes from the new customization package.

How Siebel CRM Desktop Handles Incompatible Customization Packages

If the current version of Siebel CRM Desktop is not compatible with the downloaded customization package, then CRM Desktop does not apply the package. Instead, it displays an error message that notifies the user and then adds an entry in the CRMDesktopn.log file, where n is an incremental number that uniquely identifies the log file name. It stores the error message in the most recent log file.

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