This guide will walk your Salesforce administrator through how to assess and address Lightning Sync errors that appear on the Lightning Sync status page in Salesforce. If an Lightning Sync user has trouble syncing between your email server and Salesforce, your Salesforce administrator can troubleshoot sync issues by checking your users’ sync statuses. If there is a sync issue that users can’t overcome, then you can reset the user’s sync process for the users.
System Sync Status
Check your system’s status to make sure it is ready to sync between Google and Salesforce.
In Salesforce setup:
Type Sync in quick find box.
Click Settings under Lightning for Google and Sync.
Click the dropdown arrow under Lightning Sync section.
Click Check under Sync Settings and Check Status section.
Check User Sync Status
Check a user’s status to make sure that user is ready to sync between your email server and Salesforce.
Under User Sync Status:
Locate the user in the User box.
Click Check Status.
Reset Sync
If a user is having trouble syncing, your Salesforce administrator can reset the user’s sync process. Resetting sync clears out and then restores the connection between a rep’s email and calendar applications and Salesforce records. Resetting cleans up information that only Lightning Sync uses, and does not remove data from your email server or Salesforce.
Please note: Reset Sync may take a longer amount of time depending on the amount of contacts and events that are synced.
Under User Sync Status:
Locate the user in the User box.
Click Reset Sync.
Then click Check Status. Your Reset sync status should be Marked for reset.
You have successfully completed the steps to check Sync status and and Reset Sync for your users!