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Salesforce Troubleshooting Guide

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Stephanie Rodriguez
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When data is shared between two systems, like SalesLoft and Salesforce, sometimes data is miscommunicated which cause errors in the data transfer. These errors are most likely to occur during Salesforce Syncs or when users are logging activity.

In this article, you can find the common Salesforce errors that may occur when syncing your SalesLoft logs and possible fixes, including:

Cadence Stage name is not a valid stage

The cadence stage you have selected does not exist in the Salesforce field that “Cadence Stage” has been mapped to. Normally, this means that the Salesforce field is a picklist that does not contain the same list options as your SalesLoft stages.

You have two options to correct this error:

  • You can delete the Cadence stage in SalesLoft and select a stage that exists in Salesforce.
  • You can create the cadence stage in the picklist in Salesforce.

CANNOT_UPDATE_CONVERTED_LEAD

This error means that the Lead record has been converted to a Contact. Once converted, the Lead record cannot be updated. Generally, SalesLoft follows leads through the conversion process but if there is deduplication or some other action that results in us not being able to follow the past object ID this can occur.

If you have done some deduplication in SFDC and now have a Contact in Salesforce that is not associated with the corresponding Person in SalesLoft, you can re-import the Contact to relink them to the Person object.

Things to Note: The email addresses must be exactly the same on the SalesLoft Person and the Salesforce Contact for them to be relinked. 

“Error” Invalid Cross reference key: invalid cross reference id

Salesforce cannot create the contact because an Owner ID number is required in your Salesforce instance but it is not available from SalesLoft.

You may link the user’s SalesLoft ID to their Salesforce Owner ID from the Salesforce Connector tab in your Team Settings. Make sure each SalesLoft user is linked from the User Management in Salesforce Connector.

FIELD_CUSTOM_VALIDATION_EXCEPTION

This error means that there is a validation rule that enters data into a Salesforce field. When SalesLoft tries to update the field, our data is hitting this exception created by the validation rule when the record was updated.

To correct this error, update the validation rule to fire only when the required field is blank and the field that is being updated from the trigger is not changed.

FIELD_INTEGRITY_EXCEPTION

This error typically occurs when you attempt to update the Salesforce field with the incorrect ID information. For example, if you try and update an Account ID field with Opportunity ID information, the field integrity would be incorrect.

Typically, this error occurs with date, time and state fields. Check your Salesforce instance to confirm the field type that needs to be used.

INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY

This error means there that you do not have access rights to modify the cross-reference id. This could be a result of updating a record that does not exist in Salesforce or updating an object that is a "read-only" field.

To solve the error, try the following solutions: 

  • Review the sharing and permissions settings for the record.
  • Check Field Level security and Field Accessibility on the Quote Document Object.

INSUFFICIENT_ACCESS_OR_READONLY

This error message means that our system is attempting to write to a field that has a permission setting in Salesforce that has blocked permissions or is set to "Read Only" mode. Due to these settings, Salesforce will not allow the user to edit that field.

Since this particular error involves permissions or access in Salesforce, a Salesforce admin needs to change or update specific fields in your Salesforce instance. Once the fields have been amended to allow specific Salesforce role, permissions sets, or read-only access to specific fields, the users will be able to log their SalesLoft activity to Salesforce.

Invalid_Field: No Such Column

This error usually means there is an incomplete or incorrect mapping within your connector. This can be caused by trying to send data to a Salesforce field that has been deleted or modified.

Remap any fields that have been modified or deleted in Salesforce.  If you're not certain which field is causing the error, recheck the connector log.

Invalid Grant/Invalid Token

This error usually occurs when your login token expired, you changed your Salesforce password, or you no longer have access to the connected Salesforce account.

To correct this error, try the following solutions:

  • Reconnect with Salesforce. 
    • Sign out of Salesforce.
    • In SalesLoft, navigate to Settings then CRM.
    • Click Connect with a different Salesforce account. 
    • Log back into Salesforce.
  • Ask your Salesforce admin for access to the Salesforce instance.

INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST

The error that you are receiving is in regards to a field you are trying to update in Salesforce. That field is restricted by certain values that have been determined by your Salesforce Admin.

JSON_PARSER_ERROR

This error is related to the formatting of that field. For example, if you get this  “JSON_PARSER_ERROR: Cannot deserialize instance of int from VALUE_STRING value 2 min 44 sec or request may be missing a required field at [line:1, column:29].” It means that whenever you are transferring data to Salesforce, we are sending the duration in seconds and your Salesforce field is set up for minutes. Your Salesforce field, however, does not allow this kind of formatting and most likely only accepts pure numbers.

To fix the error, have a Salesforce Admin edit the field type. Best practice is to switch the field type to a standard text or string field that will accept the data.

Things to Note: Sometimes this error will occur due to incorrect capitalization. For example, a Salesforce boolean field may require an upper case T/F, but SalesLoft sends the data as lower case t/f. Still have your Salesforce admins verify and edit the Salesforce field types to accept the SalesLoft data. 

MALFORMED_ID

This issue occurs when an ID with invalid characters is attempting to sync to a Salesforce field. Typically, this is because the Salesforce field being mapped to is a reference type, which means data entered must meet certain requirements.

To fix the error, we recommend that a Salesforce admin maps the SalesLoft field to a custom string/text field in Salesforce. Some teams who run into this issue remove the mapping entirely.

REQUEST_LIMIT_EXCEEDED

This error is related to your Salesforce's API usage limits. Your instance limits are shared among all of the apps you have connected to Salesforce. Sometimes just waiting a few hours can free up your API limits since Salesforce measures API calls on a trailing-24-hour-window basis.

If you get this error, use the following solutions: 

  • Check if another system is heavily using it.
  • Increase your credits by adding more Salesforce users (each user gets another amount of API calls per day) or buying more API credits.

Required Field Missing

If you see this error message your Salesforce instance requires the data in a certain field to be filled in before creating the contact.

You have two options to correct this error:

  • Advise users to complete the field in SalesLoft so the error does not occur
  • Lift the requirement in your Salesforce in the Admin settings.

Unable_to_lock_row

The unable_to_lock_row error occurs when multiple changes are attempted to the same record at the same time, resulting in sync failure. These errors may apply to activity updates or bidirectional sync updates.

When a UNABLE_TO_LOCK_ROW failure occurs related to bidirectional sync or an activity update, the system will perform automatic retries up to three times to reprocess the sync error. If the sync still fails after the third automatic attempt, review the error and retry the sync manually.

After attempting the sync manually, if this error persists, there is likely a workflow triggered when you attempt to update the field. Check with your Salesforce admin to remove the trigger setting. 

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