The integrations tab contains a sub-menu item called Salesforce/Hubspot logs. This page contains any errors we encounter when the platform tries to sync with your CRM.
The errors are updated with each synchronization performed on the settings sync page. The error logs can be used to find the reasons behind any synchronization failures.
Types of errors
While some errors are straightforward, others may be less so. To assist in understanding and resolving them, here are a few of the most common errors and their solutions:
400 - Use one of these records?
A record has been found with similar data in Salesforce, and Salesforce is suggesting to map the content to that record. Initially, we do a duplicate check based on the website, and then Salesforce's duplicate rules are used for additional duplicate detection.
How to fix:
Navigate to the record's detail page by selecting the object name within the logs overview. On this page, you'll find suggestions for this record in Salesforce. If you find the correct record you wish to synchronize with, simply click on 'use record' within that card. If none of the suggested records match your needs, you can opt to 'Create new Salesforce record.'
400 - Insufficient access rights on cross-reference
This message may occur when, for instance, there is a connection between a contact and a company, but the integration user lacks the necessary access rights for the connected record in Salesforce.
How to fix
Make sure that the user who manages the Salesforce connection in Channext has access to all corresponding entities in Salesforce.
400 - Insufficient access rights on object ID
This message is related to the integration user not having enough access to the object in Salesforce.
How to fix
Make sure that the user who manages the Salesforce connection in Channext has access to all corresponding entities in Salesforce.
404 - Entity is deleted
A record that was synced before no longer exists in Salesforce. If you don't have the setting 'sync deletion' turned on for your Salesforce connection this will show up as an error.
How to fix:
Navigate to the record's detail page by selecting the object name within the logs overview. Within this page, you will find the Salesforce error displayed. If you wish to synchronize this as a new record, just click the 'Create new Salesforce record' button.
404 - Salesforce Account [Salesforce ID] could not be found
There are multiple reasons that can follow/finish this error statement:
as a Channext company and can not be linked to this Opportunity
as a Channext partner and can not be linked to this Opportunity
as a Channext company
as a Channext partner
For all of these, it means there is an account created within Salesforce, and connected to the object this error is for. But there is no channext (company or partner) connected to this account.
How to fix:
Make sure to create a partner or company within channext for the missing account. Make sure to match the Domain name in both platforms to ensure correct mapping
400 - Duplicate record found that is already synced with another Channext object
A record has been found with similar data in Salesforce, but that Salesforce record is already synced with another object in Channext, which doesn't perfectly match the current record.
How to fix:
Navigate to the record's detail page by selecting the object name within the logs overview. Within this page, you will find the Salesforce error displayed. If you wish to synchronize this as a new record, just click the 'Create new Salesforce record' button.
400 OpportunityTrigger: execution of BeforeInsert caused by: System.NullPointerException: Attempt to de-reference a null object ...
This error message tells you that in your Salesforce code when a new Opportunity was being inserted, there was an attempt to work with an object that was null, which is not allowed.
This could mean that the opportunity is missing a company or partner, or it means that the company or partner it's linked to is not synced.
How to fix:
If a company or partner is missing, and it should not be, please ensure that you establish the necessary connection.
If a company or partner is missing, and you do not wish to establish that connection, you can resolve the error message, and this opportunity will not be synchronized.
If a company or partner is present but not synchronized, start by addressing the error log related to the company or partner.
If both the company and partner are present and synchronized, attempt to synchronize again by clicking the 'sync data' button. It's possible that there was still an error log for the partner during the initial synchronization of the opportunity.
Suggestion: Ensure that your Salesforce opportunities have the appropriate validation in place. It appears that the flow is being initiated without proper validation, which is the reason for the displayed error.
400 - [Field Name]: bad value for restricted picklist field: [Invalid Value]
This error message tells you that a particular field in your Salesforce instance is configured as a restricted picklist with predefined options, and the error occurred because you attempted to use or assign a value that is not on the list of valid choices for that field.
How to fix:
Ensure that the field options for this field in Channext precisely match the field options of the corresponding mapped field in Salesforce.
0 - Session expired or invalid
This error message indicates that the Salesforce connection has become inactive. If you haven't enabled the autosync option and there have been no recent activities, the session may have expired.
Please check the 'how to fix' for the Authentication Token Inactive error log to see how you can solve this.
401 - Authentication Token Inactive ...
This log indicates that the authentication token used for integration with Salesforce has become inactive or expired. This might occur if the autosync option is not enabled and there hasn't been any recent activity.
How to fix:
To resolve this issue, you need to reconnect your Salesforce integration and sync data. To prevent this issue from happening in the future, make sure to enable autosync in the settings sync page.