Sometimes an error may occur when Prospect.io syncs data with Salesforce. If this happens, there are some actions that you may take to fix the error, depending on its type. Below you'll see a list of the possible errors with descriptions and troubleshooting tips.

Note: the bi-directional sync runs every 10 minutes, so once you fixed the error according to the tips below, our system will retry to sync the data. If the error occurred in an automation, contact our support after troubleshooting.

How to find the error message?

Navigate to Settings > Integrations > Salesforce > Logs. There you'll see the list of all events performed within the integration and their statuses - Success or Failed. The error message appears in the Details column.

If an error occurred during the bi-directional sync, you'll need to click on Get more details link.

List of the possible errors

  1. Error message: Api calls limit exceeded
    Description: Bi-directional sync issue. Prospect.io reached the limit of API calls per 24 hours that you set in the sync settings.
    How to fix: wait 24 hours for the limit to reset or update the limit in the Sync tab.
  2. Error message: Large update over maximum records limit detected.
    Description: Bi-directional sync issue. Prospect.io reached the limit of records to sync at once that you set in the sync settings.
    How to fix: increase the limit in the Sync tab.
  3. Error message: Sync canceled by user.
    Description: Bi-directional sync issue. You manually cancelled the sync by turning it off.
    How to fix: enable the sync in the Sync tab.
  4. Error message: INSUFFICIENT_ACCESS_OR_READONLY: insufficient access rights on object id
    Description: the user who connected the integration doesn't have the needed permission to modify all on Leads/Contacts in Salesforce.
    How to fix: contact your Salesforce admin to grant you the needed permissions.
  5. Error message: DUPLICATES_DETECTED: Use one of these records?DUPLICATES_DETECTED: Duplicate Lead - You are creating a Lead which is already present in the system.
    Description: there is a rule in your Salesforce instance to avoid duplicates (e.g., leads with the same name/last name), and Prospect.io is attempting to create one.
    How to fix: ask your Salesforce admin to deactivate the rule or create a condition for Prospect.io to bypass the rule.
  6. Error message: REQUIRED_FIELD_MISSING: Required fields are missing: [LastName]
    Description: a field that is by default required in Salesforce is empty in Prospect.io (Last Name field in this example).
    How to fix: make sure that the required field is not empty in Prospect.io.
  7. Error message: FIELD_CUSTOM_VALIDATION_EXCEPTION: Please provide the country information in the address field.
    Description: Prospect.io doesn't push any value for a required field. This is either because the field is empty in Prospect.io, or the fields are incorrectly mapped. In this example, a country field is required, but the validation may be set for any other field.
    How to fix: remove the custom validation for the indicated field in Salesforce, or make sure that the required field is not empty in Prospect.io, or update the Field Mapping.
  8. Error message: FIELD_INTEGRITY_EXCEPTION: There's a problem with this country, even though it may appear correct. Please select a country/territory from the list of valid countries.: Country
    Description: info in the country field in Prospect.io has a different format than defined by your Salesforce settings (e.g., USA instead of Unites States).
    How to fix: update the country record to have the valid value. You can ask your Salesforce admin for the correct format or ask them to disable the country picklist in Salesforce.
  9. Error message: FIELD_INTEGRITY_EXCEPTION: A country/territory must be specified before specifying a state value for field: State/Province
    Description: the Country field is required in order to add info to the State/Province field in your Salesforce instance. The error occurs because either the Country field is empty when the State/Region is specified in Prospect.io, or the fields are incorrectly mapped.
    How to fix: add info to the Country field in Prospcet.io or update the Field Mapping.
  10. Error message: API_DISABLED_FOR_ORG: The REST API is not enabled for this Organization.
    Description: your Salesforce instance does not have access to REST API.
    How to fix: contact your Salesforce admin to enable this feature (you may need to upgrade your Salesforce subscription).
  11. Error message: INVALID_FIELD_FOR_INSERT_UPDATE: Unable to create/update fields: LeadSource. Please check the security settings of this field and verify that it is read/write for your profile or permission set.
    Description: the user who connected the integration doesn't have permission to update the LeadSource field.
    How to fix: contact your Salesforce admin to grant you the needed permissions.
  12. Error message: UNABLE_TO_LOCK_ROW: unable to obtain exclusive access to this record or 1 records: a2m20000001GWJwAAO
    Description: there is something that is already accessing the lead/contact that Prospect.io is attempting to update. It may be another application or your internal Salesforce script.
    How to fix: if the error occurred during the bi-directional sync, wait for the next sync to retry. If the error persists or if it appeared in a workflow, contact your Salesforce admin to check what on your end is blocking Prospect.io from syncing the data.
  13. Error message: REQUEST_LIMIT_EXCEEDED: TotalRequests Limit exceeded. Description: you have reached the limit of the API calls for the given day.
    How to fix: wait till the next day for the limit to reset or contact your Salesforce admin to purchase extra API calls or upgrade your Salesforce subscription.
  14. Error message: INVALID_TYPE: sObject type 'UserLicense' is not supported.
    Description: the user who connected the integration doesn't have access to the “UserLicense” object, which Prospect.io needs to set up User Mapping - you need to be able to list your colleagues.
    How to fix: contact your Salesforce admin to grant you the needed permissions.

In case you see any other error, that is not listed here, or need additional help, please, contact our support at support@prospect.io

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