Troubleshooting

If something doesn't look right, please get in touch. If you like getting your hands dirty and would like to dig into this yourself, we hope the following walkthroughs will help.

Note, there isn't much to set up for Google or Basecamp sources, so not much can go wrong. Salesforce and FileMaker data sources have a lot of options, though, so you'll see common issues for those sources below.

General Troubleshooting

I see two of each event

If you've created any App Actions, check that the action's "Prevent Default Action" is set correctly. If that's set to NO and your action is using action.callbacks.confirm(); you're essentially telling DayBack to render the calendar twice.

Times down the left-hand side are all random, like 10:08

Visit "Time Scales" in the left-hand sidebar of Admin Settings, and you've likely entered an odd time into one of the settings like "earliest time visible." These values should be in the form HH:MM:SS like 06:00:00 for 6am. If you enter 06:07:00, you'll see odd results.

The column headers in resource pivot views don't line up with the columns

This can happen if your browser is zoomed in or out (not at 100% zoom) in a Chromium-based browser (Chrome, the new Edge). Unfortunately, these browsers don't always zoom table headers the same as the table body, so this can cause the header to be zoomed disproportionately to the calendar rows. We'll try to address this in a future update to DayBack. For now, if you need DayBack to be more zoomed in, a workaround is to adjust your system-wide scaling or use a different browser (Safari, Firefox).

I see a red "Malformed Query Object" at the bottom of the screen

This error can show up if you've left DayBack's field mapping incomplete when you're setting up a new calendar. In that case, finish your field mapping and the error will go away. But it also comes up if you've accidentally created a new calendar. If that's the case, here's how to delete that unnecessary calendar:

Troubleshooting in Salesforce

I'm unable to authorize DayBack

If you're logged in a less than a system administrator, it may be that your user privileges don't include authorizing new apps: you'll want to ask a system administrator for help.

If you are a system admin, Salesforce might just be getting confused between your single-sign-on and sandbox logins. To fix this, you can change the Connected App settings to pre-authorize by profile, and that will bypass the authorization step. Information on how to do this can be found here under "Authorizing Users."

All I see is a frowny face on the DayBack tab in my org

This is likely because your network is blocking the dayback.com domain. To double-check, try and open http://app.dayback.com in your browser. If you don't see a login page, then your network is blocking the domain: ask your IT department to "whitelist" dayback.com, and you'll be all set.

The progress indicator keeps going, and my items don't show up in the calendar

The most likely reason for this is that something in your  Field Mapping isn't pointing at a field in your Salesforce table. A common example is that you've mapped to a custom field but haven't used the Salesforce name for the field in field mapping: custom fields will have a suffix "__c" so your field "SomeText" will be named "SomeText__c" in Salesforce and that's the name you should use in field mapping.

I can't create or edit campaigns in DayBack

Modifying campaigns requires that the user is assigned the "Marketing User" permission. Visit your permissions in Setup and see if "Marketing Users" is checked. If not, ask your Salesforce admin to turn his privilege on for you. 

Assigned To ID: Owner cannot be left blank

If you see this warning when dragging an item to the none column in resource scheduling, it's because the field you've mapped to Resource will not accept blank values. That's the case for the "Owner" field DayBack uses by default as the resource for Events, Tasks, and Campaigns. You can map this to another field of your own that will accept blank values.

Only System Administrators can see some events

There are some interesting restrictions that Salesforce imposes on the visibility of shared calendars. These are described here, but the relevant fact is that "The 'Related To' and/or 'Name' field must be completed, or the Activity will be deemed Private regardless of other sharing settings (such as Calendar Sharing). For example, even if a user shares their calendar with 'Full Access,' all events that are not associated with another record will be Private.”

Operation Failed: there was an error trying to connect to Salesforce 

If you see this error on Salesforce mobile (especially after updating your device), the issue is in the Salesforce mobile app itself. You'll want to log out of the SF mobile app and then log back in to correct the problem.

Operation Failed: There was an error saving the event ... John Smith is not a valid Owner Name

This error occurs when you have manually added a Resource that is not a valid Salesforce User. The Event object's  Resource field is mapped to Owner.Name, and this field can only contain Salesforce Users. You will either need to create this Resource as a Salesforce User, or map the field to a Custom text field that can store any text value as a resource name. For more information, please read mapping resource fields in Salesforce. 

Salesforce Error: Total requests Limit Exceeded (REQUEST_LIMIT_EXCEEDED)

This error occurs when DayBack or another Salesforce application has exceeded the number of allowed requests for your organization. Exceeding the allowed API Request limit is typically a difficult limit to exceed unless you have a very large number of users, or use a lot of Salesforce Apps that make frequent API requests. If DayBack is the reason why this limit has been exceeded, it may likely be due to a misconfigured custom app action that is stuck in a loop or is using too many API requests. Your Salesforce Admin should start by viewing the API calls in the past 24 hours to assess if DayBack is causing the problem. This can be done by running the API Usage report with the detailed enabled. Here is a document explaining API Request limits.  

To restore temporary operation while you assess the problem, we recommend contacting Salesforce support to get a temporary increase in the API Request Limit so that you can resume using DayBack. If a DayBack custom app action is causing the problem, you can grant us temporary access and we would be happy to take a look. To do so, please go to your personal settings and click Grant Account Login Access or Grant Login Access, whichever appears, to grant access to the author of DayBack: SeedCode. Once that is done, please get in touch with our team so that we can log in and take a look.

Troubleshooting Microsoft 365

I see a red message "REST API is not yet supported for this mailbox" at the bottom of the screen

This means that the Office 365 REST API is not supported in your Office 365 group. DayBack uses the REST API to be able to query your event data. Details on enabling the REST API in your Office 365 group can be found in the Office 365 support document here.

Troubleshooting Basecamp

I have multiple Basecamp accounts, and DayBack connects to the wrong one

DayBack automatically authenticates with the Basecamp account you're logged into in the browser. If you have a different login, you'll need to deauthorize Basecamp in DayBack, log out of Basecamp in your browser, authenticate with Basecamp in DayBack again, and choose the account'd like to connect to.

If you normally see multiple Basecamp launchpads (accounts) when first logging into Basecamp, then DayBack has trouble knowing which launchpad you want to use. Unfortunately, Basecamp3's API automatically returns the first active bc3 account in your launchpad list when authenticating, and there's currently no way to select a different one through the API. There isn't currently a way to select a different launchpad when using DayBack (or any app that connects through the Basecamp3 API).

At the moment, the only solution would be to remove access to the other launchpad for your Basecamp account so that only one is showing. But, unfortunately, we don't really have any info on Basecamp's plans on expanding their API, so we're constrained by that.

Troubleshooting FileMaker

My events don't show in WebDirect, but they do in FileMaker client

Make sure your scripts are updated to the latest build: DayBack Updates

If your table occurrence has spaces in it, you'll need to quote the table in the SQL query used for WebDirect. Near line 49 of the "Find Events - DayBack" script where the $select variable is set, wrap $table in the Quote function, so it looks like this: 

"SELECT DBk_JSON FROM " & Quote ( $table ) & " WHERE " & $where & " ORDER BY " & $sort

Some of my events don't show in public shares

This can happen if multiple events have the same ID value. Usually, this is due to the wrong ID field being mapped on the calendar source. Check your field mapping for the calendar source to make sure that it's pointing at the correct ID field and that the field is set up to have unique values. 

Troubleshooting FileMaker Server (FileMaker CWP Sources)

Background

The troubleshooting here is for administrators configuring DayBack. Most of this will be looking at the results of tests you can run to examine your config. You'll find this test towards the bottom of the Source Settings screen once you've selected your source:

General Improvements

FileMaker Web Publishing will pull data from every field on your layout, even though DayBack only needs some of the fields in your table. So to speed up your queries and to reduce the possibility that bad data is getting sent to DayBack, be sure that the layout specified in DayBack admin's Source Settings only contains the fields DayBack requires.

What's Wrong?

My server settings test aren't doing anything

If you click "Test Source Settings" and don't get any results, it is likely because DayBack can't see your FileMaker Server at all. Check that the server address is correct and that  XML Web Publishing is enabled for your server.

My server settings test are failing

If you get an orange failed icon for the PHP Relay file, it likely means your  PHP relay file isn't there or is in the wrong place. It could also be that PHP isn't running on your FileMaker Server.
If you get an orange failed icon that says the DayBack account doesn't exist in your PHP Relay file, it likely means that you have set the variable "$loginByName" to true in the PHP Relay file, and there is not a match for the DayBack account in the if statement to determine the correct FileMaker account.
If you get an orange failed icon on the FileMaker file, there are a few things to check...
Begin by testing to make sure XML web publishing is running. You can do this by manually typing the following into your browser, replacing "serverAddress" with the server address you entered in DayBack's configuration:
If you get results in the test above and see your file listed there but got "0" or "1" byte downloaded in your test details, then your PHPrelay file is in the wrong place. Double-check that the location is one of the ones listed  here in "Where does the file go?" You can test that you have the relay in the correct location by entering this URL:
That should return the phpinfo on your server if the relay is in the right spot and PHP is running. Remember, if you connect to dayback.com over HTTPS and your PHP relay / fmserver is only on HTTP, then you will get that error that it couldn't connect to the PHP relay file. So if your relay file is HTTP, you need to log into  https://app.dayback.com instead of  https://app...
Tip: If you're not getting the correct expected output, such as a file not found or a 500 error, try replacing your PHPRelay file with the downloaded, untouched version. If that works, then your PHP service is functioning correctly. Make sure you've used a plain text editor, as mentioned in our docs here. Also, verify that there aren't any commas or quotes accidentally deleted where the file was edited.
Once you're getting something more than 1 byte returned in test details or results at the URL above, you'll have the PHP relay file in the right place and can make sure the rest of your configuration is correct. If the URL tests above are passing but you still can't get the PHP file to work, AND you're using "localhost" in your PHP file, it could be that your server/hosting provider has settings preventing that: try replacing "localhost" with your server IP address.
Check the test details to see, for example, that the filename you entered is one of the file names on your server. Also, only files with XML web publishing enabled show up, so make sure it's enabled for your file.
Same thing with layouts: check the test details to see which layouts DayBack can see in your FileMaker file. It's likely that your spelling is wrong (remember that these entries are case-sensitive).

My server settings test passed, but I can't see any events

If you have green lights on your tests but no events, I'd check the fields mapped to the "TimestampNum calc start" and "...end" fields. Are these calcs defined to return numbers? Note that if you paste in our example field definition, you need to point parts of the "Let" statements at your own date and time fields: double-check that you picked the right fields from your table.
The TimeStampNum Calc End field is required to be mapped, even if you've disabled it in the settings. If you don't enter a valid field, you will receive the following error when loading the calendar: "There was an error retrieving FileMaker events: 4 - Command is unknown"
If you continually see the 3 loading dots in the calendar header, make sure that the FileMaker user assigned in the PHP Relay file has access to view all  of the fields on the source's layout. This includes fields on the layout that are not used for DayBack Online and any hidden fields that may be off to the side of the layout. If those fields are necessary for a user interface, it's probably best to create a new layout, specifically for DayBack Online.

I can see some events, but they're all on the wrong date or for multiple days

This likely means that your "TimestampNum calc start" and "...end" fields described above are returning numbers but the calcs themselves aren't correct or only one of them is (only the start or end calc).

I can see bars for my events but no text

Double-check the field mapped to "Event display calc" and make sure it's returning a value on your FileMaker layout.

None of my events have any colors

You'll see event colors when the values in the field you've mapped to "Status" match the values in the calendar's Status Filters (these are on the Filters tab of the calendar sidebar).
If you do not see colors, it's because the field you've mapped doesn't contain one of the status values in the sidebar.

Some tips for errors you might see when dragging events around or editing them...

Errors when editing events

Error 102
102 means a "field is missing," so it sounds like DayBack Online is trying to write your event back to FileMaker but can't find one of the fields it needs. This is probably because one of the fields you've mapped got removed from the layout you specified, or the field got deleted from your table. 
I'd return to Source Settings and re-run the tests towards the bottom of the page to see which field(s) this might be. You can also revisit the layout you specified (probably "Source No 1" if you're using DayBack for FileMaker also) and make sure the fields are mapped to fields in your table.
Error 201
"Field Can't Be Modified." Make sure that the fields you mapped are writable, that is, not calculation fields. Of the fields DayBack Online asks for, only the three that have "calc" in the name may be calculated fields.
If you are using a calc field for any of the other fields, try changing it to a Text field, then set it up to auto-enter a calculated value instead. You might also check that the account you've set up in the  PHP relay uses a privilege set with write privileges to all the fields you mapped.
Error 500
"There was an error saving the event, and your changes will be reverted: 500 - Date value does not meet validation entry options." When you see this, it likely means that the Date Format in your Source Settings doesn't match that in your file. To begin with, the format needs to be all capital letters like MM/DD/YYYY. To be sure the setting here matches your file, click on "Test Source Settings" then "Show Test Details" and scan down through the results until you find "Fields Available on Layout..." below that, you'll see the date format of your file. It likely looks like this:
"DATEFORMAT": "MM/dd/yyyy"

Then make sure that the settings you've entered into DayBack are the uppercase version of the format you find here.

Error 959
Error 959 lets you know that a dependant technology has been disabled on the FileMaker Server. DayBack Online depends on the XML and PHP web publishing technologies. Starting in FileMaker 17, XML and PHP web publishing must be enabled using the command-line interface. Details on how to enable XML and PHP web publishing on FileMaker 17+ can be found in FileMaker's docs here: https://fmhelp.filemaker.com/help/18/fms/en/index.html#page/FMS_Help/config-webpub-php.html
Error 8003
Error 8003 is returned when the event record you are trying to modify is locked for editing in FileMaker. If you receive this error, someone else is actively modifying that event record. Therefore, it's probably best to revert the changes and refresh the calendar to make sure you see the most recent data before editing that event.

None of that helped? Please get in touch.