Diagnosing records or lookup values missing on the mobile app
Key Takeaway
The mobile app shows only what reaches the device. If a lookup value is blank on the mobile app but shows on the desktop site, check whether "Related Record Retrieve" was deselected in Mobile Sync Settings.
The Life Sciences Cloud mobile app works from a copy of data and metadata stored locally on the device. So a record, related list, or lookup value that a rep sees on the desktop site can be missing on the device. To find the cause, check four things: whether the mobile sync settings sync related record names, which objects and rows the admin configured the app to download, whether a new metadata cache was generated after changes, and whether the mobile UI supports the way the field or list is configured.
Blank lookup values on the mobile app
"Mobile Sync Settings" determine the record synchronization details for the mobile app. An admin sets them at the org default level or for specific user profiles. The "Related Record Retrieve" setting enables showing related record names for records the user can't access. The related record is read-only, so the user can't open the inaccessible object.
Salesforce recommends keeping Related Record Retrieve selected. When it's deselected, the mobile app doesn't sync the display names of related records to the device. Lookup fields, such as Account Name on an Account Plan, then appear blank on the mobile app.
The setting affects only the mobile app. Because the desktop site queries Salesforce directly, its lookup fields are unaffected. When lookup values go blank on the mobile app after an admin change but still show on the desktop site, the likely cause is that someone deselected Related Record Retrieve. As a result, related record names no longer download to the device.