Salesforce connector not syncing
Ticketclosed
Hollins Tarrant: documents · Salesforce connector not syncing
Jenna Price reported stale data after Salesforce migration. Callie Brennan identified restricted permissions on new custom fields; customer removed restrictions and sync resumed.
What happened
What this says
Current to 10 Oct 26Jenna Price reported stale data after Salesforce migration. Callie Brennan identified restricted permissions on new custom fields; customer removed restrictions and sync resumed.
Problem: custom fields added to Salesforce Accounts object were restricted to the B-Brain service account, blocking sync of new data. Handling: Callie methodically identified the connector status, then asked whether Salesforce had changed. Once Jenna confirmed new fields, Callie requested a permissions check on the service account. Customer removed restrictions immediately; next refresh confirmed data synced properly.
Details
Updated 9 Oct 26Trail
created · Jenna Price 29 Feb 2024 12:01Hi – we moved our primary CRM to Salesforce last week and the connector doesn't seem to be pulling the latest accounts. The data looks stale. Do you know what might be wrong? Thanks, Jenna- public_reply · Callie Brennan 29 Feb 2024 16:28Hi Jenna, I've picked this up. Just so I've got this right, the Salesforce connector is showing stale data from before the migration? A couple of things to check: is the connector showing a green status in the admin panel? And has anything changed in your Salesforce instance – like new field types or custom fields? Let me know. Thanks, Callie
- public_reply · Jenna Price 4 Mar 2024 11:38Sorry for the slow reply – the team's stretched. Yes, it's showing green. We did add a few custom fields to the Accounts object. Could that be it? Jenna
- public_reply · Callie Brennan 4 Mar 2024 14:54That could well be it. Before we switch on a full re-sync, what I need from your side is a quick check: log into Salesforce, go to Accounts, and tell me if those new custom fields have permissions set for our service account. If they're hidden from that user, the sync will skip them. Can you try that? Thanks, Callie
- public_reply · Jenna Price 5 Mar 2024 10:25Checked it – yes, the fields were restricted. We've opened them up now. Should be good? Jenna
- internal_note · Callie Brennan 5 Mar 2024 15:36Permissions issue on new custom fields resolved by customer. Next scheduled refresh will confirm data syncs properly.
- status_change · 30 Mar 2024 23:59