Some Transactions not Posting To Salesforce

[[email protected]]

We're seeing about a third of our transactions are processing in Click and Pledge, but not posting in Salesforce. It's not an account connection issue, some are coming through and some aren't, even transactions that were all committed in the same minute to the same account are split. Some come through and some don't.

I put in an urgent ticket yesterday morning, and after being asked to upgrade to the most recent version (we did on Friday), check for temporary Contacts (we use fully automated, also, C&P Data isn't even showing up) and check the connection between our C&P account and SF (not the problem, since some donations are posting) I haven't heard anything back.

This is not an insignificant issue. Even if it's somehow a problem with our settings, which seems unlikely with 2/3 coming through correctly, I need some help with this.

Melissa Prcic
Stand for Children

[CnP.Support]

Good day!

We need to review your account and see what is going on. Have you checked C&P Data to see if any of the posts are showing error?

Please follow the steps listed below so we can review your account: http://forums.clickandpledge.com/showthread.php?t=1065

Naturally this is not happening for everyone and we are not aware of any issues. This does not mean that there are not any issues it is just that we are not aware and has not been reported by anyone else.

Once we have the login we will review your account and let you know what is going on.

[[email protected]]

C&P Data is not populating for these transactions either, there are no errors on the C&P database side.

I will need to get permission to give you log-in access, you can understand why we are careful about allowing access, especially without the option to do a screenshare and monitor any changes that are made.

I have an open service ticket as well, I will let you know via that ticket if and when access has been given. These are the times that having no phone support option is tremendously frustrating.

Melissa

[CnP.Support]

Melisa,

We will not make any changes to your system. We review your account and find out what is going on.

As for phone support I hope you understand that our support people cannot possibly be Salesforce Sys Admins and answer questions. They can answer general questions and they will call you if they think they can help. Will it help if you could call someone & they tell you that they can't help you? Hearing that on the phone will make this issue resolve faster?

We provide phone support only after we understand the issue and can see what is going on. We have to have a developer login and review your system. Once we know what is going on we will call you if needed and show you how to fix it. All data is in Click & Pledge and may easily be imported into Salesforce if needed. We are just trying to be efficient and resolve the issue without wasting any time.

It is to our benefit for your account to be working perfectly. Just let us get in and we will let you know by tomorrow what is going on. No changes will be made to your account without first talking to you.

[[email protected]]

As I'm sure you can understand granting an outside person Admin access to our Production system has inherent risk for us. In the past I have been able to speak with a knowledgeable support person who can assist with trouble-shooting and queuing up a developer and escalating when needed. We are simply missing the level of support that used to be offered and yes, it did greatly increase the speed of resolution.

I appreciate you letting us know that you would not make changes if granted access.

I would like to know what specific settings or data a developer would be reviewing to diagnose this issue. I understand that you are trying to be efficient with your time, but this is a significant issue and we consider granting admin access to be a last resort that we would prefer to avoid. I am available at virtually any time to do a screenshare with a developer or Sys Admin, or to simply check and report back on any settings or data that is needed for trouble-shooting.

I am importing the missing transactions into Salesforce in the interim, a step that is causing a fair amount of delay and frustration for our users.

Melissa Prcic
Developer

Melisa,

We will not make any changes to your system. We review your account and find out what is going on.

As for phone support I hope you understand that our support people cannot possibly be Salesforce Sys Admins and answer questions. They can answer general questions and they will call you if they think they can help. Will it help if you could call someone & they tell you that they can't help you? Hearing that on the phone will make this issue resolve faster?

We provide phone support only after we understand the issue and can see what is going on. We have to have a developer login and review your system. Once we know what is going on we will call you if needed and show you how to fix it. All data is in Click & Pledge and may easily be imported into Salesforce if needed. We are just trying to be efficient and resolve the issue without wasting any time.

It is to our benefit for your account to be working perfectly. Just let us get in and we will let you know by tomorrow what is going on. No changes will be made to your account without first talking to you.

[CnP.Support]

Good day!

We never make any change in our client's accounts without their permission.

I just reviewed your account 19292 and noticed that you have 10 failed transactions due to invalid password dated 5/4/2013. Our web service could not connect to your instance and returned a failed password message. Salesforce does not, unfortunately, raise an exception when userid & orgID are correct and password has expired.

When such transactions fail to post they stay in the queue and we can push them again or you can push them yourself by finding the transaction and posting it again. You don't have to export and import since Send Receipt will work as well.

Let me know if we can be of any further help.

[[email protected]]

Can you direct me to where I can review the information on those failed transactions? We have not changed the password on the Salesforce Account that connects to C&P, nor is it set to expire. I just logged in with its credentials to be sure.

That also wouldn't explain why most transactions continued to go though on the 4th, 5th, 6th 7th and 8th. I have transactions from all of those days that posted to Salesforce, and transactions from those days that did not.

[CnP.Support]

Good day!

The following article shows how to push transactions to Salesforce: http://forums.clickandpledge.com/content.php?r=394-Troubleshoot-Problems-Posting-to-Salesforce

We are also going to add a feature where you can see all the failed transactions and mass push them to Salesforce.

I will run a query for all your failed transactions in the system so you can review them.

[[email protected]]

Thanks for the info about pushing transactions, that is really helpful.

I have heard back on my ticket that a Developer is investigating the reason for these continuing errors, since it is not a password connection issue.

Looking forward to having this resolved.

Melissa

[danowens]

I am seeing the same issue for several recurring transactions that were successfully charged, or at least when logging into the admin portal I see the transactions and there is no "Send to Salesforce" button which is supposed to indicate there was no error. The transactions not appearing in Salesforce were April 9, 2013 for $30, $16 and $25. Interestingly, there were several other transactions that were successfully posted to Salesforce. I know it was not a password issue. Without receiving any sort of warning or error message, failures like this are very disturbing to us and could cause serious customer issues.

How do you re-submit a transaction to Salesforce when the button in the admin portal is not present?

[ChantalSt]

Transaction also not posting

I have the same problem of some C&P transactions not posting in SF (the ones that go through the C&P checkout pages, not the Event one that goes through the C&P Event form) and checked the link on how to push transactions. I found the transactions in C&P Data, but the Message box (which should have said 'transacted") was blank. Any suggestions?

THanks.

Good day!

The following article shows how to push transactions to Salesforce: http://forums.clickandpledge.com/content.php?r=394-Troubleshoot-Problems-Posting-to-Salesforce

We are also going to add a feature where you can see all the failed transactions and mass push them to Salesforce.

I will run a query for all your failed transactions in the system so you can review them.

[danowens]

C&P, any update or thoughts on this issue? It seems that there are several customers in the same or a very similar state. To reiterate my scenario, various and seemingly random transactions are not posting to Salesforce and they do not have the option in the Administrative portal to be manually pushed.

[[email protected]]

I am still having this issue as well and no resolution for weeks. I would very much appreciate a response and resolution here. And please don't continue instructing me to verify the link between C&P and our Salesforce account. If it wasn't working, no transactions would be posting, but the case is that only some are failing.

[CnP.Support]

Good day!

I am the lead developer in this application and I have no intention of giving you answers that won't work. We don't benefit a bit from this.

I have asked you several times to give us access to your instance so we can review it. In the absence of spending time with your instance and try to figure out what is going on I can't answer your question.

If you can think of a way for us to help please let me know & I am all ears. We can't spend time on GoToMeeting with you since we have to research your instance and bring the people involved with each aspect of the program to find out what is the issue.

There are a lot of users using this application and we don't have report from every single one about this.. if we did nobody would have used this. You have an issue and I love to fix it for you but without access to your account I can't do anything.

[[email protected]]

I agree that answers that won't work aren't what's desired here, just some troubleshooting and customer service. For reasons stated previously giving access to our production instance is a last resort and I had to get it cleared. There are at least 1-2 others with this issue, they have posted in this very thread.

I have granted admin access as requested.

Thank you for your attention to this matter.