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.

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

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

My server settings test are failing

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

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

I can see bars for my events but no text

None of my events have any colors

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

Errors when editing events