I have seen a couple of old threads discussing missing customers (Geocoding, BAQs) without much in regards to any resolution. I’ve finally have our test environment up and running with Mobile CRM and the customers shown using the Map feature is not complete. Has anyone been able to confirm that this feature works for them? We are running 10.2.300.5 and have the current 0.2.8 BAQs installed for CRM Mobile. I’m looking through the zCRM-Customers query which seems to be returning expected results, but the Map shows nothing close to what I find in the BAQ query itself. No idea what the process is for the customer data to find its way to the map.
@tvonderhaar The answer is multi-part. The basis of the geocoding and mapping function depends on three things:
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The BAQ - which is working
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The ‘miles’ value, the overall record limit, and the ‘from date’ parameters in the Mobile App that determines how much data is downloaded - even if the BAQ returns them all and how far the map will display customers from your current location
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The PHONE does all the geocoding - which can take days - a week in our case in particular - before all of the data will show appropriately. You must wait for the GeoCoding box at the bottom of the screen to disappear.
See if you can double check these things and maybe set your record limit higher and see what happens.
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Dang, good to know Mike!
Thank you for the fast response @MikeGross.
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The BAQ returns customers within the boundary I’m looking for so it looks like that part is working.
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I have the ‘miles’ value set for a smaller radius and have a list of customers that should pop up in that boundary. Curious about the overall record limit. I’m guessing the overall record limit needs to be greater than the number of customers for the sales person’s entire territory, independent of the smaller subset for the map. Is this a correct assumption? We have 17k customers and I have the record limit set to 20k. The ‘from date’ is puzzle to me when related to customers. I can see that playing a part for quotes and orders, but does it effect the customers dataset too? I’ve played with increasing the the Max Transnational Age but I’m not seeing any change to the map dataset.
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I read in a past post about the Geocoding taking awhile. In my case, with app version 2.0.2081, I only see the Geocoding message show for 30-45 seconds and then disappears. I cannot tell if the phone is still crunching behind the scenes. As an aside, the app continues to log itself out after some relatively short period of time. Does this Geocoding work when the app is logged out of Epicor?
Thanks again for helping
The record count is for ALL data downloaded. If you have 17k customers and want quote/orders/etc/etc to be downloaded too, then you need to set the limit to 50k - or more - you’ll have to figure that out.
It doesn’t really, but it applies to ALL the other transactional records. So you can set it to 3 months ago and get very limited transactional data, but they will still count against the Total Records value.
I’m on the same version, and I just checked and my Geocoding indicator is oddly aligned at the bottom of the screen but it stays there the whole time i was in there looking at these details we’re discussing.
Overall, mine is set for 50k records, 36 months, and 10 miles. I’m getting a full update right now, but it’s still Geocoding 
And it only GeoCodes when the App is running. I have to assume that if the app is ‘running’ it’s actively GeoCoding even if it’s not the app that is visible on the screen. But if the phone truly goes to sleep, then the app gets paused. When we have to re-initialize the data, my travelling sales reps (who are the only ones using the app) keep the phone plugged into the car and try and keep it active as much as possible - but it still takes a few days before everything shows up on the map according to what they tell me.
Thank you for the detail and clarification on the data downloaded figure. I will play around with the numbers and see where we land. I’ll report back in a few days.
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Update on this. We continue to not have the correct data show up on the map. After 3 weeks with support, they finally tell me it’s a known problem with our version of Epicor (10.2.300). Apparently Google made a change to their API recently which required a code change on Epicors end that was added in 10.2.600. No option for a one off to fix it for us since we are in sustaining support.
Well damn. We’re on 10.2.300 and none of my guys have reported any issue. Maybe they are not using it like I think/they say they are. Did support mention that it’s a problem with specific address formats, countries, etc.?
The tech wasn’t specific. They were able to reproduce the issue by simply changing the street “558 Crowley Ln" to “558 Crowley Lane”. With Lane spelled out, it did not show. With it abbreviated to Ln, it did show.
Uggh. Awesome bug 
Thanks for the update!
It gets a bit more interesting. I can simply change data on a customer record (i.e. add a fax number) to a customer that does not show up with a pin and it will begin showing! How the heck can a non address related field make a difference? I’m comparing the table data now between customers that show and those that don’t. I’ll keep you posted.
That is strange. Only thing that comes to mind is the overall record limit thing. Maybe you’re hitting a unknown upper limit, but altering a record causes it’s ‘date’ to be updated and therefore it get’s in the next synch cycle - an by extension, on the map.
I would say it safe to say, the address is not the issue so the geocode explanation from Epicor doesn’t hold much merit in my eyes. Your suggestion is curious. I’m not seeing much difference in the ChangeDate though.
Comparing the customer table before an after, the only fields that changes are:
FaxNum: xxx-xxx-3222 → xxx-xxx-3221
ChangedBy: manager → tvonderhaar
ChangeDate: 10/29/2021 → 11/9/2021
ChangeTime: 48703 → 51312
SysRevID: 00000000604F0513 → 00000000605F4C8A
I thought that maybe the ChangedBy was the key, but I have records that show up with ChangedBy = manager.
Hmmm… The mystery deepens…
I’ve always wondered how the synch works - what field(s) it uses. Perhaps the SysRevID is the key…
Update! Epicor released a new version for the Mobile CRM phone app 2.0.2099. I had been waiting for development to fix a problem on iOS devices where the “hot key” icons for contacts didn’t launch the phone/email/map from a contact or account. Yes, I was very surprised to find this wasn’t working…made me wonder if anyone is actually using the app. Anyway, I’m pleased to announce while that problem is fixed, so too is the missing customers on our map! Gecoding took about 4 hours for our 13k customers and my cursory review of what shows up on the map looks correct.
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Wow that is awesome!
We are picking back up on this project so I’ll be interested to see what has been fixed.
We had issues with cases not deleting or duplicates being added as well as some other elements.