Our field sales team is experiencing frequent sync failures with the SAP CX mobile sales app (version 2111). When reps update opportunity records while offline and later sync, they get conflict errors and sometimes lose their updates entirely.
The offline data synchronization seems to work for simple field updates, but fails when multiple fields are changed or when the same opportunity was updated in the backend system. The conflict resolution mechanism doesn’t seem to be working as expected - instead of prompting users to resolve conflicts, it just fails silently.
{
"error": "sync_conflict",
"entity": "Opportunity",
"id": "OPP-2024-1573",
"message": "Delta sync failed: version mismatch"
}
I’ve looked at the OData delta sync configuration but can’t find where to adjust the retry logic. Has anyone dealt with mobile app sync conflicts in SAP CX?
We had similar issues and found that educating users about the sync process helped reduce conflicts. We now have reps manually trigger sync before making critical updates, and we implemented a visual indicator showing when data is stale. This doesn’t solve the technical issue but reduces the frequency of conflicts while you work on the configuration fixes.
Have you checked the OData service configuration for delta token handling? The delta sync relies on change tracking tokens to identify what’s changed since last sync. If the token expires or gets invalidated, the sync will fail. Also verify that your mobile app is properly implementing the retry logic with exponential backoff when sync failures occur.
This is a known challenge with offline-first mobile apps. The key is implementing a proper conflict resolution strategy. Check your mobile app configuration for the sync conflict handling policy - it should be set to either ‘server-wins’, ‘client-wins’, or ‘manual-resolution’. If it’s currently set to server-wins, that would explain why client updates are being lost without notification.