Activity Troubleshooting Basics

This article helps Clari Admin troubleshoot missing email or meeting activity in Clari. Please complete these steps before you log a support case. 

Troubleshooting Steps

Step 1

Confirm TeamLinking is on for the user in Clari Admin. 

1. Go to Clari Studio (top right) and use the top left menu to go to User Management 
2. Find the user with activity issues
3. Make sure that user has TeamLinking enabled via the TeamLinking column. This column is in the ACTIVITIES column group. A green check means enabled. A red X means disabled. 

Step 2

Confirm the user was added to the correct OU/Group in Exchange or Google. Note that users must be added to the ORIGINAL OU/Group that initially set up.

Refer to these articles around TeamLinking if you need help with this step:

Exchange TeamLinking 

Google TeamLinking 
  

Step 3

Confirm the user has Activity Sharing enabled. 

1. Go to Clari Studio (top right) and use the top left menu to go to User Management 
2. Find the user with activity issues
3. Make sure that user has Activity Sharing is enabled via the Activity Sharing column. This column is in the ACTIVITIES column group. A green check means enabled. A red X means disabled. 

If the user has Activity Sharing off, they can turn it back on themselves or Admins can impersonate. To turn on sharing the rep (or an impersonating Admin) can:

1. Go to settings at the top-right icon with your initials
2. Enable Share My Activity
   

Step 4

Review your activity data.

Once steps 1-3 are complete, check if any data has loaded for that user over the last 7 days, 60 days, and 12 months.

• The subject of the missing activity
• The activity date(s)
• The participants on the activity

Step 5

Next, make sure the domain on the Clari account matches the domain of external participants.

Go to Capture and make sure: 

1. The internal participant's email address used in the activity is the same as their Clari ID email in Clari Studio.
2. The domain of the external participant in the activity (i.e., @getstoragesys.com) matches their domain in their Clari account. 

Step 6

Skip this step if you have already opened a Support ticket. If you are still unable to identify the issue, submit a support ticket and include:

• The subject of the missing activity
• The activity date(s)
• The participants on the activity.