PIM Sync FAQ and Best Practices

Topics we will cover:

How to setup and configure PIM Sync with best practices
Common problems and solutions
Installing and uninstalling
Proper syncing of records
Duplicate Records
Sync of Team Records
Recurring Appointments
How to escalate an issue to Oracle Support
Questions and Answers

How to Setup and Configure PIM Sync

Beginning with PIM Sync 2.5, the bottom 4
options will be disabled and a user will need
to select one of the 2 remaining auto-sync
options.
When doing a time based auto-sync, for
best performance and stability Oracle
recommends syncing no more than once
per hour.
For the very first sync, a user should select
the top option to do a manual sync only.
This will allow the user to see the Conflict
Resolution screen and allow them to review
the numbers in case something is not
correct.
After the initial manual sync is successful,
a user can then go back and re-configure
PIM Sync to auto-sync.

How to Setup and Configure PIM Sync

If user is doing auto-sync and their
business process allows for it, they should
specify a conflict resolution of either Oracle
CRMOD wins or Outlook/Lotus Notes wins.
When using one of the above options, it
will help to reduce the possibility of
duplicates being entered into either system.

Common problems and solutions

PIM Sync fails to uninstall properly or fails to install because it detects a previous version
Please verify the following:
1. No PIMSync client installed
2.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Curr
entVersion\Uninstall\{25AFBA46-76AB-4455-B35BB2B8D95F84E7} does not exist in registry.
3.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Curr
entVersion\Uninstall\{91F3DE84-A03D-4EEA-A9816FD05FC4AB59} does not exist in registry
4.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Curr
entVersion\Uninstall\{E62AC64F-C1C6-47B0-B0D6AB3613FA7896} does not exist in registry.
5. HKEY_CLASSES_ROOT\CLSID\{31f38758-d44a-447e-8956653f235bb746} does not exist in registry. This key corresponds
to ProductGUID option under [Customer Identification] section
from conn_install.cfg file that PimSync is installing.
6. HKEY_CLASSES_ROOT\CLSID\{141D24F0-A592-40548915-0FD70CDD7DAF} does not exist in registry. This key
corresponds to DCSXlator.dll option under [XML Connector]
section from conn_install.cfg file that PimSync is installing.

Common problems and solutions

PIM Sync fails to uninstall properly or fails to install because it detects a previous version
7.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Curr
entVersion\Uninstall\{27EC038C-735F-4C96-9423C0A610930093} does not exist in registry. This is the
ProductCode for your current setup.
For 2, 3, 4 and 7 please uninstall the appropriate product using
msiexec.exe /x and the GUID specified at that point. For
example: msiexec /x {E62AC64F-C1C6-47B0-B0D6AB3613FA7896}. Verify that the key is missing after product
uninstall.
For 5 first please make sure that no product (PimSync) is
installed at the path specified under that key in ProductPath
string. Delete this key.
For 6 delete the key but first verify under that key the
DCSXlator.dll file specified at InprocServer32 default string is not
present. If it is present try first unregister the file using
regsvr32 /u <path_to>DCSXlator.dll
For install issues, #5 and #6 are almost always the root cause and solutions.

Proper syncing of records

When setting required fields in CRMOD, make sure that any custom fields you
have marked as required are set to required at the page layout level but NOT at the
field level.
The reason for this is that PIM Sync has a set number of default CRMOD
fields that are mapped. If a custom field is marked as required at the field
level, then when PIM Sync tries to sync, the record will not get created since
the custom field was not populated with any data.
The PIM Sync history will flag the record as being successfully synced, which
can then lead to duplicate records being created and other problems.
If you have workflows setup in CRMOD that might trigger as a result of
updates/additions/deletions made by PIM Sync that you might not want, consider using the
ExcludeChannel() function in your workflows to stop workflows from being executed on PIM
Sync transactions.

Field Mappings for PIM Sync

Appointment

Field Mappings for PIM Sync (cont.)

Contact

Field Mappings for PIM Sync (cont.)

Task/To-Do

How to escalate a PIM Sync issue to Oracle

Engineering

How to set and gather PIM Sync log files:

1. Close PIM Sync completely (including right clicking on the system tray icon and choosing Exit)
2. C:\Documents and Settings\username\Application Data\Siebel PIM Sync
OnDemand\Configurations\iloptcfg.cfg
3. Open that file with NotePad/Text Editor and make the following adjustments:
TranslatorLogVerbosity=100
ILTRflags=16400
TifLog=200
4. C:\Program Files\Oracle CRM OnDemand\Oracle PIM Sync On Demand\Data\DCSSettings.cfg
5. Open that file with NotePad/Text Editor and make the following adjustment
Debug=1
6. Run PIM Sync and reproduce the error message
7. Gather the following files and attach them to the SR:
C:\Documents and Settings\username\Local Settings\Temp - collect all the .TMP files that begins with dcs and
scd (example dcsC1A.tmp) and put them into a ZIP file
C:\Documents and Setting\username\application Data\Siebel PIM Sync On
Demand\Configurations\Conf_Intellisync XNL_ondemanduser id\pim sync_log_Appointments.log
C:\Documents and Setting\username\application Data\Siebel PIM Sync On Demand\Configurations\PtTrace.log
C:\Documents and Setting\username\application Data\Siebel PIM Sync On Demand\Configurations\tif.log

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How to address duplicate records

Uninstall PIM Sync first to prevent any more duplicate
record from being created.
Clean up the duplicates in CRMOD. You can best
accomplish by looking at the created/modified
timestamps of the records in questions. They will all
have a very similar timestamp. You can then create a
list and filter on Owner and timestamp to identify all
the duplicates then batch delete the list.
After CRMOD is cleaned up, then the user can clean
up Outlook/Lotus Notes.
At this point, PIM Sync can be reinstalled.
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Sync of Team records

Each PIM Sync user will have to go to My Setup >
Personal Profile > My Profile and check the box to
Enable Sync of Team Contacts

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Sync of Team records (cont.)

Ways of adding users to Contacts Teams:

Individually, one at a time through the CRMOD UI

Contact Team Import
Web Services
Public Sharing Groups
Once set up, all users in the group will be added to the Contact Team whenever a record is created
Usually the best long-term solution for users who need to share Contacts
Workflows

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Recurring Appointments
You must manage recurring appointments using Outlook. During the synchronization,
recurring appointments are uploaded to Oracle CRM On Demand and appear in the
Calendar. All updates and deletions you make in Outlook continue to be synchronized
between the two applications.
Each instance of a recurring task appears as a separate task in Oracle CRM On
Demand. If you change an individual task record in Oracle CRM On Demand, that
change is preserved; it is not overwritten during subsequent synchronizations.

Maximum number of records. To reduce synchronization time, the number of recurring

appointments and tasks created in Oracle CRM On Demand has a maximum limit, as
shown in the following table.

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Recurring Appointments (Cont.)

Example
If you have a daily appointment in Microsoft Outlook, and you synchronize on
March 1, Oracle CRM On Demand creates 31 daily appointments (March 1
March 31). If you synchronize again a week later (on March 8), 31 daily
appointments are created, but this time they extend from March 8April 7.

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Recurring Appointments (cont.)

Limitations on recurring appointments
There is currently no support for updating an entire recurring series of
appointments/tasks in CRMOD. If a task/appointment belongs to a recurring
series in Outlook and is updated in CRMOD, a new, individual record is created in
Outlook after the next sync. This individual record is no longer a part of the
previous series.

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Q&A

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