One of the most common reasons records don't sync is due to duplicates existing in one of the systems you have connected to Formstack Sync. You can see these types of conflicts in the Transactions Report. For example, when there are two or more contacts in your CRM that have the same email address they are flagged as a DUPE RECORD and won't be allowed to sync. Here is what this looks like in the Transaction Report:
The Description column will show you all of the records found in the DUPE RECORD set. Often it is just one of the systems that is the culprit and usually the CRM system so you will typically see two contact versions from within your CRM listed in the Description column. The number at the end of the record ID is the actual ID of the record from that system. You can also search for the record using the Identity value in Column B, which for contacts will be the email address associated with the record.
When you have these conflicts and you want to resolve so that certain records can be allowed to sync, you must go through the following steps to resolve.
NOTE: Dynamics CRM customers must follow a different process then other Formstack Sync customers (see below).
Steps to Resolve Duplicate Records
Step 1: Clean up the Duplicates
Once you have identified the duplicates within the system where they live, you want review who will stay and who will be getting deleted and/or merged into the other. Take note of the record ID for the one you will be getting rid of as you'll need this in step 2.
Once your clean up is complete within that system, move to Step 2.
Step 2: Re-sync good record
With your records cleaned up, go through and trigger the record(s) that remain so that they are forced to go back through the integration. We recommend utilizing an On Demand Trigger field for this process.
Step 3: Review Dashboard and wait for next sync run
Wait for the next sync to run to observe the now clean record syncing over. If after a few runs you don't see it sync, run the Transaction Report and see what could be the potential conflict.
Step 4: (Optional): Run a full sync
If you are cleaning up a lot of duplicates, you may find that using a Trigger Field approach is too difficult as it may be hard to isolate all of the records you want to force to sync. This is where you can utilize the Full Sync option. Follow the steps in this help article to run a Full Sync.
Important Note for Dynamics Customers
When you are cleaning up duplicates in Dynamics, the common process is to merge records together where you'll keep one version active and the other(s) will be marked as Inactive. By default, these records are not actually deleted out of Dynamics but are instead simply left as Inactive. Formstack Sync continues to still see the Inactive records so to ensure that this automated process of cleaning up the duplicates in our Index works as expected, make sure to hard delete these records and not just mark them as Inactive.