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Troubleshooting guide for the integration between Mixmax & Salesforce
Troubleshooting guide for the integration between Mixmax & Salesforce

Here are some of the most common Mixmax<-->Salesforce data sync issues and tips to address them.

Updated over a week ago

The Mixmax Salesforce integration is available on the Mixmax Growth + CRM plan and above. Check out our pricing page for more information.

When you sync data between two systems, like Mixmax and Salesforce, sometimes the data transfer can fail for various reasons. So, what does it mean when you see a particular error message, and how can you solve the issue? Don't worry. We've got you covered.
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In this article, we have gathered the common errors that may occur when syncing Mixmax activities to Salesforce and how you address them.

Salesforce errors in this article correspond to what you can find in the Salesforce Activity Logs (accessible for admins and non-admins). For more details, see Activity Logs.

Insufficient access rights for syncing activities/Failed to sync due to security settings

Activities might be getting synced to Salesforce Leads, Contacts, Accounts, or Opportunities that have been deleted or to which the user does not have access. This could result from updating a record that does not exist in Salesforce or updating an object with a field set to "Read-Only" for the Mixmax user who is trying to sync the Mixmax activity to Salesforce.

Error message

  • insufficient access rights on cross-reference id

  • INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY

  • invalid cross reference id

  • INSUFFICIENT_ACCESS_OR_READONLY

  • Unable to create/update fields: -- Please check the security settings of this field and verify that it is read/write for your profile or permission set.

Tips

To solve this error, try the following:

Review the sharing and permissions settings for the Salesforce records to which the user is trying to sync activities.

Check the objects and fields permissions settings on the Salesforce objects and fields to which the Mixmax user needs to sync. The user must have the necessary permissions to access them via their Salesforce account.


Failed to sync email activities

Similar to the error above, the Mixmax user is trying to sync Opened/Sent/Replied/Received/Clicked/Downloaded email activities to Salesforce objects for which this user doesn't have the necessary permissions.

Error message

Failed to log Opened: No access to Salesforce objects

Failed to log Sent: No access to Salesforce objects

Failed to log Replied: No access to Salesforce objects

Failed to log Received: No access to Salesforce objects

Failed to log Clicked: No access to Salesforce objects

Failed to log Downloaded: No access to Salesforce objects

Tips

Review the sharing and permissions settings for the Salesforce records to which the user is trying to sync activities.

Check the objects and fields permissions settings on the Salesforce objects and fields to which the Mixmax user needs to sync. The user must have the necessary permissions to access them via their Salesforce account.


Syncing activities to non-existing records

Your activities might be getting synced to Salesforce Leads, Contacts, Accounts, or Opportunities that have been deleted.

Error message

The requested resource does not exist or entity is deleted

Tips

Make sure you are syncing your activities to valid and existing Salesforce records.


Failed to sync due to multiple changes attempted at the same time

The "unable_to_lock_row" error occurs when multiple changes are attempted for the same record at the same time, resulting in sync failure.

Error message

UNABLE_TO_LOCK_ROW:unable to obtain exclusive access to this record:--

Tips

Mixmax will automatically retry syncing these activities, but we recommend you try adjusting your workflows to prevent multiple activity syncs or updates from happening to the same record at the same time.

Mixmax will perform automatic sync retries up to three times to reprocess the sync error. If the sync still fails after the third automatic attempt, review the error and retry the sync manually.

After attempting the sync manually, if this error persists, it is likely due to a specific workflow triggered when you try to update the field. Check with your Salesforce admin to remove the trigger setting.


Activity or record is invalid

Salesforce cannot log this activity or update this record because it is not valid anymore. This is typically the result of merging records in Salesforce.

Error message

INVALID_CROSS_REFERENCE_KEY:invalid cross reference id:--

Tips

Make sure you are syncing your activities to valid and existing Salesforce records.

Check your Salesforce instance to verify the access for the Mixmax user.


The record has been deleted

The Salesforce record used in the Mixmax activity sync has been deleted. This could result from updating a record that does not exist in Salesforce.

Error message

ENTITY_IS_DELETED:entity is deleted:--

Tips

Make sure you are syncing your activities to valid and existing Salesforce records.


API usage limit exceeded

This error is related to your Salesforce's API usage limits. Your instance limits are shared among all of the apps you have connected to Salesforce. Sometimes, just waiting for a few hours can free up your API limits since Salesforce measures API calls on a trailing 24-hour window basis.

Error message

TotalRequests Limit exceeded.

Tips

Check with your admin about possibly increasing the Salesforce API limits for Mixmax.

Check if another system is heavily using the API calls.

Increase your credits by adding more Salesforce users (each user gets a certain amount of API calls per day) or buying more API calls.


Failed due to a validation rule

This error means that there is a validation rule that checks data before entering it into a Salesforce field. When Mixmax tries to update the field, our data hits an exception created by the validation rule when the record is updated.

Error message

  • Validation field is inaccessible

  • Custom Validation Exception

Tips

Update the validation rule in Salesforce so it no longer conflicts with the data Mixmax is trying to write.

Update your Mixmax field values or automated processes so they no longer conflict with the validation rule in Salesforce.


The value type is invalid

Mixmax is trying to enter a value into a field that does not accept that type of value, e.g., sends a text value to a boolean field in Salesforce.

Error message

INVALID_TYPE_ON_FIELD_IN_RECORD

Tips

Double-check that you are entering the correct value for the field, and try again.


The field is restricted

The error you receive concerns a field you are trying to update in Salesforce. That field is restricted by certain values that your Salesforce Admin has determined.

Error message

INVALID OR NULL FOR RESTRICTED PICKLIST

Tips

Ensure Mixmax users provide the expected values for restricted Salesforce picklists.

Add extra values to the Salesforce picklist as needed.


General troubleshooting tips

I'm unable to connect to Salesforce.

  1. Ensure your Salesforce plan includes API access - Salesforce Enterprise and Unlimited editions automatically have API access. API access can be added to the Group and Professional editions (there may be an additional fee). Force.com plans do not include API access.

  2. Ensure your Salesforce account has the API access permission enabled - This setting needs to be enabled by a Salesforce administrator.


My emails aren't syncing to Salesforce.

You will find some useful tips in the Troubleshooting your Salesforce connection article.


My Mixmax meeting didn't sync to the Salesforce calendar.

Check out the following help articles for some tips:


I'm getting an error saying my recipients are missing an email address.

  1. Make sure your Salesforce record has an email address associated with it.

Contact email

2. Make sure the email field in Salesforce is labeled as "Email" - Mixmax does not accept email address fields with other names, such as "Email address," "E-Mail," or "Preferred email".

3. Make sure newly created Contacts/Leads are synced to Mixmax - By default, Mixmax

syncs to Salesforce every 30 minutes. Mixmax can only sync events to Salesforce

records that have been synced to Mixmax. You can use Real-Time Sync to reduce the

time it takes to sync to Mixmax.


My Salesforce rule didn't trigger.

  1. For rules that use a Salesforce trigger, consider sync times - By default, Mixmax syncs to Salesforce every 30 minutes. This means it can take up to 30 minutes from the time you take an action in Salesforce to when your Mixmax rule triggers.

  2. Check the Activity log for your rule - The rule activity log will show all Passed, Filtered, and Error events. You can click individual events to learn why it was Filtered and Errored.

See this help article for more details.


Fields are missing in the Salesforce Sidebar.

  1. Check enabled fields in your settings - The fields available in the sidebar are configured for each object type in your Mixmax CRMs and Live Feed settings.

  2. When was the field created - New fields are synced to Mixmax daily. If a change was made in Salesforce, you can manually re-sync available fields using the Get latest fields button on the CRMs and Live Feed settings.


Leads/Accounts created in Mixmax are being reassigned in Salesforce.

This is likely related to an assignment rule setup in Salesforce. You can ignore assignment rules for created/updated records in Mixmax by unchecking Run default assignment rule when creating or updating leads in your CRMs and Live Feed settings.


I can't see my Salesforce settings in my CRMs and Live Feed page; what does this mean?

Roles allow Mixmax Workspace administrators to set Workspace-wide rule policies. If you cannot see your Salesforce settings in your CRMs & Live Feed settings, you should contact your Mixmax administrator to make changes to your settings.

Still have questions? Check out the Mixmax<>Salesforce integration FAQ, or get in touch with our support team!

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