If you're using our Salesforce integration, you probably want visibility into when data doesn't make its way into your instance. Using the Event Log, you can see errors so you can resolve them!
In this doc, we'll cover
- some common Salesforce errors and how to resolve them
- additional error codes
Anatomy of an Error:
Here are a few key points that will help you decode the Salesforce error log in Drift.
“errorCode” This is the keyword that indicates what kind of error we’re hitting.
“Message” This is the context we’re getting from SFDC to explain the error.
Keep in mind: You will need to make sure your Integration User has the proper user and object permissions. A great majority of errors between Drift and Salesforce are permission issues and they’re easily avoidable if you give this doc a quick peruse. (https://gethelp.drift.com/hc/en-us/articles/360019665113-How-to-Grant-the-Proper-Salesforce-User-and-Object-Permissions-for-Drift-and-Salesforce)
Here are a few key points that will help you decode the Salesforce error log in Drift.
“errorCode” This is the keyword that indicates what kind of error we’re hitting.
“Message” This is the context we’re getting from SFDC to explain the error.
Keep in mind: You will need to make sure your Integration User has the proper user and object permissions. A great majority of errors between Drift and Salesforce are permission issues and they’re easily avoidable if you give this doc a quick peruse. (https://gethelp.drift.com/hc/en-us/articles/360019665113-How-to-Grant-the-Proper-Salesforce-User-and-Object-Permissions-for-Drift-and-Salesforce)
Common Errors
| Error | Meaning | Solution |
| No such _______ INVALID_FIELD | This is a permission error that arises when Drift does not have access to a field on a salesforce object. | Check your permissions. Make sure your integration user has access to the object Drift is having trouble finding. The error messaging should clue you into what’s missing. |
| Required Field Missing | This error messages suggests you have a custom validation rule in Salesforce that requires certain fields to be filled before it will save a lead/contact. The context of the error should allude to the missing information. | You have a two options here to resolve this error. 1. Remove the Custom Validation on Salesforce’s side. 2. Add a default value within your Sync Settings in Drift to send when a Drift Attribute is empty. |
|
JSON_PARSER_ERROR
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This error is related to the formatting of the field you are mapping from Drift to Salesforce. For instance, if you tried to map a String (text) value in Drift to an Integer (numeric) field in Salesforce, you would see a JSON_PARSER_ERROR. |
To fix the error, you’ll need to make sure the value types match. Either edit your field in Salesforce or make a new attribute in Drift to match. |
| REQUEST_LIMIT_EXCEEDED | This error suggests you’re hitting your Salesforce's API usage limits. If you see this error, you’re likely attempting to bulk-close conversations in Drift and they’re sending in bulk to Salesforce. | To avoid this error, close your conversations at a more measured pace if you want the data to make it to Salesforce. If you’re just bulk-closing to clean up your inbox, consider temporarily turning off your Salesforce integration while you close. |
| FIELD_INTEGRITY_EXCEPTION | This error arises from having restricted values for state and country fields. Make sure that your state/country mapping is being populated with the correct values. | Have your Salesforce Admin check the settings for those objects, and if they need to be abbreviated. Within your Salesforce sync settings, you can choose to send abbreviated values. |
| INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST | This error occurs when you’re mapping an attribute in Drift to a picklist in Salesforce and the value we’re sending is not present on the picklist. | Make sure the value Drift is sending matches up with an option on your picklist in Salesforce. The error will give you more context on what isn’t matching up. |
| SalesforceDescribeSObject failed and no fallback available | This error tells us the API request to Salesforce to describe and object (IE get fields) timed out. Essentially, if a customer has a high number of fields on an object this could time out. | No action needs to be taken from you or Drift. The activity that times out should get added to Drift's retry queue. |
| Failed to add Meeting booked with Drift meeting event for email: xxxxxx | This error can happen from time to time if a process times out, but the activity that times out should get added to Drift's retry queue. Drift recommends looking through the Salesforce Error Log to see how often this error is occurring. One-off instances (as opposed to a daily error) is nothing is out-of-the-norm and that no additional action is needed from either Drift or the customer. | No action needs to be taken from you or Drift. The activity that times out should get added to Drift's retry queue. |
| Failed to process event for salesforce: findMessageConversationClient failed and no fallback available | Similar to the above, this is just a transient error on Drift's side. The data that fails gets added to the retry queue so it should still be getting over to Salesforce without issue. |
No action needs to be taken on either side; note, if Drift times out it will retry.
|
| Failed to create contact for email XXXX@XXX.com after repair. Cause: [{"message":"Cannot deserialize instance of double from VALUE_STRING value More than 400 or request may be missing a required field at [line:1, column:246]","errorCode":"JSON_PARSER_ERROR"}]” | In this case you were mapping ‘More than 400’ as a string value over to the attribute ‘Fleet Size’. ‘Double’ is a number variant, which means that ‘Fleet Size’ is most likely a numeric value in Salesforce, which would be why the error arose. |
Change the mapping from a string value to a numeric value. |
| failed to execute enrichment for email horwitz@att.net. Cause: [{"message":"\nStatus,Email,Owner.Name), Contact(AccountId,Id,LastReferencedDate\n ^\nERROR at Row:1:Column:222\nNo such column 'AccountId' on entity 'Contact'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.","errorCode":"INVALID_FIELD"}] | Drift does not have permission to read this value (“AccountID”) | |
|
Error Log export looks blank but import page shows entirely errors?
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Salesforce users were likely unmapped. Check their SFDC settings and make sure you have users mapped. |
Map your SFDC users. |
| Failed to refresh access token cause: {“error”:”unknown_error”,”error_description”:”retry your request”} | Drift validates access tokens when making requests, and the Salesforce server likely took too long to respond to Drift’s request for “validation” |
The “Retry Your Request” issue usually means you need to re-open/close the conversation that happened at the same time as this error as we had difficulty reaching Salesforce. |
| Failed to add Conversation in Drift task for Lead: pXXXX@XXXX.info. Cause: [{"message":"No such column 'WhoId' on sobject of type Task","errorCode":"INVALID_FIELD"}] | Missing Field Permissions | |
| Failed creating contact with email XXXXX@XXXXX.com. Cause: [{"message":"There's a problem with this country, even though it may appear correct. Please select a country/territory from the list of valid countries.: Mailing Country","errorCode":"FIELD_INTEGRITY_EXCEPTION","fields":["MailingCountry"]}] | The country you are sending to Salesforce from Drift doesn’t match the value in your picklist. They need to make sure you are sending values that match what is in their Salesforce picklist. |
Either point to a different field and write a workflow to map the value you get from Drift to the proper picklist, or make sure that you are sending abbreviations (or full names, depending) from Drift to Salesforce. |
| Failed to add Conversation in Drift Task for Lead no@thanks.com. Cause: [{“message”:“operation performed with inactive user {0051R00000GwTYm) as owner of task”,”errorCode”:”INACTIVE_OWNER_OR_USER”,”fields”:[]}] |
The mapped salesforce user you are trying to assign the activity to is not an active user in Salesforce.
|
Make sure the teammate in Drift is mapped to an active user in Salesforce. |
Additional Error Codes
The above error codes are some of the more common error codes you may see generated from Salesforce, but in the event you are seeing a code we don't have listed, we suggest checking out the Salesforce support site here for a more complete listing of these error messages.
Still stuck? Email us at support@drift.com. Not using Drift yet? Get your free account here.
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