Troubleshooting

Symptoms: No records syncing via the feed

Possible Causes:

• The object's sync toggle is disabled in Onboarded™ Setup → Data Operation Settings and/or the object is not mapped in Object Configuration, for the objects you expect the feed to backstop (see Feed vs. Webhook Scoping)
• The org's initial data load hasn't completed yet — on a fresh install, initial population is performed by the Onboarded™ ETL (expected until that finishes; see Initial Data Load)
• The scheduled job has been stopped for an extended period (deactivated user, removed CRON job)
• OAuth authentication not configured or expired
• Scheduled job not active
• Scheduling user lacks required permissions

Resolution:

1. In Onboarded™ Setup → Data Operation Settings, verify the sync toggle is enabled for each object you expect the feed to cover, and confirm the object is mapped in Object Configuration
2. Confirm the org's initial data load has completed (fresh installs are populated by the Onboarded™ ETL). If the scheduled job has been stopped for a long time and sync does not resume on its own, contact Onboarded™ support
3. Verify OAuth authentication is connected (check status in Integration Settings > Authenticate)
4. Check Apex Jobs for failed/aborted OnboardedEventSyncQueueable executions
5. Review Onboarded_Error_Log__c for specific errors
6. Verify the scheduling user has Onboarded™ Admin permission set

Note: These symptoms apply to the scheduled feed. The real-time webhook is unaffected by any of the above — if webhook deliveries are also missing, see Authentication Errors and confirm the Webhook External Client App authorization from API Authentication.

Symptoms: 401 Unauthorized errors in logs

Resolution:

1. Verify OAuth connection status shows "Connected" in Onboarded™ Setup
2. Try disconnecting and reconnecting to Onboarded™
3. Ensure your Client ID is correct
4. Contact Onboarded™ support if credentials are expired

Symptoms: Lookup fields (Employee, Employer) are blank

Resolution:

1. In Onboarded™ Setup → Data Operation Settings → Link References, click Run Links Now and select the affected object to relink its existing records on demand (see Run Links Now)
2. Verify parent records exist (Employers before Employees)
3. Check that Onboarded™ ID values match between related records

Symptoms: "Insufficient access" or "CRUD" errors in logs

Resolution:

1. Verify the integration user has Onboarded™ Admin permission set
2. Check that the scheduling user has access to all target objects
3. Verify field-level security allows access to all mapped fields
4. Review sharing rules if records are not being found

Remember: Operations run in USER_MODE and respect the running user's permissions.

Symptoms: "Too many SOQL queries" or "CPU time limit exceeded"

Resolution:

1. Reduce batch size in Onboarded™ Setup (try 100 or 50)
2. Check for conflicting triggers on synced objects
3. Review automation (Flows, Process Builder) that may run during sync
4. Consider running sync during off-hours

The View Document button respects the optional documentViewCustomPermission design property on the Employee Onboarded and Workflow Onboarded components. If the property is populated, only users with BOTH the Onboarded™ HR Representative permission set AND the named Custom Permission see the button. Also confirm PDF Storage is enabled (per the PDF Storage section) and that the task has a stored PDF.

The Employer Task button respects the optional employerTaskCustomPermission design property. If set, users need BOTH the Onboarded™ HR Representative permission set AND the named Custom Permission. If unset, the button appears for any HR Rep or Admin.

The Unlock Task modal fetches form sections for the task at click time. If the task's form has not been parsed by Onboarded™ yet, the unlock options will not be available. Wait for the next sync to complete and try again, or escalate to Onboarded™ support if the issue persists.