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Troubleshooting

The two places evidence lives​

PlaceAnswersLook here when
FrontSpin Sync Errors"What went wrong with this record?"Almost always start here
API Logs"What exactly was sent and received?"The sync error is not enough

Sync errors are per record, with proper links to the Account or Contact, so a failure is visible from the record page. API logs hold the full request-and-response narrative but cannot be filtered usefully — their detail fields are long text, which Salesforce refuses to filter on.

So: sync errors first, API logs only when you need the wire detail.

A quick diagnostic order​

  1. Is anything syncing at all? Check sync health. If everything stopped at once, suspect the scheduled jobs or an expired credential — not configuration.
  2. Is this one record failing? Open its sync errors and read the failure class.
  3. Is it a whole customer? Check their configuration row — most often a Record Type developer name that no longer matches.
  4. Did it ever work? If it never has, it is configuration. If it stopped, something changed — a credential, a Record Type name, a deactivated user.

The questions that come up most​

QuestionAnswer
Why did this contact not sync?Sync errors
Will it try again by itself?Retries — most transient failures do
It says it worked, but nothing arrivedSilent failures
Why is a list short?Silent failures
Why can I not remove somebody from a list?You cannot. Lists

Three things that look broken and are not​

  • "FrontSpin is not set up in this org" in the portal — the integration is not installed here.
  • NOT_CONFIGURED in a routing message — multi-instance routing is off, which is the normal state for a single-tenant org.
  • "summary/transcript not ready yet" — FrontSpin had not finished processing. It resolves on retry. A few a day is normal.

Before you change anything​

Run the health check. It reads the whole configuration, makes no calls and changes nothing, and it will often name the problem in one line.