Troubleshooting CRM Connections

Refresh History Object Permission Errors

The data stream Refresh History tab summarizes each data stream’s last 50 refresh operations including errors that occurred. Use this tab to troubleshoot errors.

Reasons for failed status:

• If you don’t enable object and field permissions during Data 360 setup, a data stream refresh can fail. Enable object and field permissions to access Salesforce CRM.
• If you delete a custom field and then add it back, a scheduled or manual data stream refresh can fail to update records or status. When you add back a field, re-enable Read Access for the field.
• If you exceed the DLO to DMO mapping limit, a data stream refresh can fail to complete. Review the DMO relationship limits.
• When an incremental update or full refresh is running, adding a formula field to trigger a full refresh cancels the initial update. The update then appears as failed.
• When the following error message appears, it indicates improper permission settings.

  The following fields are missing in the CRM object or you do not have permissions to read
          from these fields.

  See Enable Object and Field Permissions for CRM Connections.

Streaming Errors

For streaming to take place, make sure that you set the required permission and that validation checks are met.

For these scenarios, streaming isn't available, and the processing mode changes to batch:

• The object, object type, or derived field don't support streaming. See Object Support for CRM Data Streams.
• You include batch ingested standard or custom fields in your data stream.
• You participate in the Filtering for Salesforce CRM Connector pilot and have defined a filter on a stream.
• You modified the Data 360 Salesforce Connector permission set by adding users. When you connect to an org, the Data 360 Salesforce Connector permission set is created and allows access to Data 360 objects and fields. This permission set is intended for the Platform Integration User. Adding other users to this permission set prevents Data 360 from assigning the necessary permissions that are needed for streaming.
• You include custom entities in your data stream where the deployment status is In Development instead of Deployed. We recommend creating data streams only after their deployment status is Deployed. If you include in your data stream an entity whose status is In Development, the data stream automatically switches to streaming mode, but it doesn’t receive updates. To enable data ingestion, change the entity status to Deployed in the object manager. Note that because records that were updated while the entity was In Development may not sync properly, the data can be inaccurate. To avoid this inaccuracy, delete the data stream and then recreate it.

See CRM Connector Streaming and Create a Salesforce CRM Data Stream

SurveyQuestionResponse Object Ingestion Failed

Access to the SurveyQuestionResponse object is controlled by the SurveyResponse object. To ensure data ingestion for the Survey object, grant View All Records or Modify All Records permissions for the SurveyResponse object.

See Enable Object and Field Permissions for CRM Connections.

Related Object Ingestion Failures

Grant permissions on objects and related objects even if you don’t ingest the related objects into Data 360. Ingested objects that reference related objects need permissions to access the related object information and create a data stream.

See Enable Object and Field Permissions for CRM Connections.

Error OPERATION_TOO_LARGE

When the following error message appears, it indicates that one of the fields is referencing an entity that the CRM connector lacks access to. To resolve this, verify that Read and View All access is granted to all the related objects.

"[{"message":"exceeded 100000 distinct
          ids","errorCode":"OPERATION_TOO_LARGE"}]"

When an entity has more than 100,000 records with granted permissions, all records can be retrieved without issue. However, if the entity is related to another entity, the system checks if the related record also has granted permissions before returning a row. This additional query can overload the operation, as the original query expands for each related entity. To maintain performance, a hard limit is set.

For Data 360 data streams this query is always ran as the Platform Integration User. Logging in as any other user in the system may present you with a non-failing result, the problem is still permission related however and needs to be addressed in the Data 360 Salesforce Connector permission set in order to proceed.

See Enable Object and Field Permissions for CRM Connections

Data Stream Fails on Extraction

Extraction must succeed before ingestion begins. The data stream history panel shows when there are extraction and ingestion errors, or when there’s a successful ingestion.

See Data Refresh Process for Extraction.

Addressing Salesforce CRM to Data 360 Data Mismatches

When integrating Salesforce CRM with Data 360, data mismatches can occur if access permissions are not correctly set.

See Addressing Salesforce CRM to Data 360 Data Mismatches.

General Considerations

Keep these considerations in mind when creating a Salesforce CRM data stream.

• The Salesforce CRM Connector doesn’t support ingestion of Big Objects from Salesforce CRM.
• The Salesforce CRM connector streaming process doesn't support data encryption with Bring Your Own Key (BYOK).
• Salesforce archives Tasks and Events that are over a year old. When ingesting data, these archived records aren’t included.
• Salesforce CRM data streams can fail due to missing field and object permissions. To download errors, go to the Refresh History tab of a data stream, click the error, and download the error message file.
• The number of fields and values can have an impact on refresh time and could result in timeouts.
• Enable Read permissions on related objects even if you don’t ingest the related objects into Data 360. Ingested objects that reference related objects need permissions to access the related object information and create a data stream.
• To delete a field from your connected CRM, first disable that field from Data 360 to avoid ingestion errors in data streams. See Considerations for Data Stream Field Disablement.
• You can delete the DMO only if it’s a custom object.  See Manage Data 360 Objects and Field Mappings