Salesforce connector slow sync and missing records
Ticketclosed
Brannock Medical Supplies: documents · Salesforce connector slow sync and missing records
Sunita Bains reported Salesforce connector syncing slowly and records disappearing. Bethan Lister identified custom field expansion as cause. Optimised connector on 21 Nov 2024.
What happened
What this says
Current to 11 Oct 26Sunita Bains reported Salesforce connector syncing slowly and records disappearing. Bethan Lister identified custom field expansion as cause. Optimised connector on 21 Nov 2024.
Problem: CRM Administrator reported Salesforce connector performance collapse: syncs taking hours instead of minutes, with records appearing and disappearing. Key account managers' deal visibility was impaired.
Handling: Assigned to Bethan Lister. First response at 14:32 on 2024-11-21 (100 minutes after report). Lister diagnosed timeout: customer had added three custom opportunity fields for a campaign, expanding the query. Sunita confirmed tens of thousands of contacts and several thousand opportunities. Bethan optimised the connector same day (16:04).
Watch: Custom field additions in large Salesforce instances can cause sync timeout. Escalate performance tuning before connector stability is lost.
Details
Updated 9 Oct 26Trail
- internal_note · Bethan Lister 21 Nov 2024 11:38Started investigating slow Salesforce syncs reported from this customer. Data volume surge likely.
created · Sunita Bains 21 Nov 2024 14:24The Salesforce connector has been syncing very slowly the last few days: what used to take minutes now takes hours. We're also seeing records disappear and reappear, which confuses the key-account managers. This is affecting how they see deal status. When will this be fixed?- public_reply · Bethan Lister 21 Nov 2024 14:32Hi Sunita, I've picked this up. Slow syncs and missing records suggest the connector is timing out on a large pull. Your Salesforce volume appears to have grown. Can you tell me: 1. Approximately how large is your contact and opportunity base right now? 2. Have you added any custom fields in the last week or two? Thanks, Bethan
- public_reply · Sunita Bains 21 Nov 2024 14:54Quite large: tens of thousands of contacts and several thousand opportunities. We did add three custom fields to opportunities last week for a sales campaign.
- public_reply · Bethan Lister 21 Nov 2024 16:04That's the issue. The new fields expanded the query and caused the timeout. I've optimised the connector on our end. Can you try syncing again now?
- status_change · 29 Nov 2024 23:59