Continued errors auto-posting transactions to Salesforce

[ITDP]

I've had the same issue that comes and goes for months. The link between Salesforce and C&P keeps breaking and stops automatically posting new Opportunity records in Salesforce when processing a C&P transaction. In C&P Connect I can see the processed transactions with "Error" under the Salesforce column.

The problem was solved last month (I was told it was API calls, and additional were purchased), but is occuring again as of 06.28.15. Really frustrating as I've dealt with this issue for months and have a continual ticket opened.

[CnP.Support]

Good day!

Please grant us login access to your account and your Salesforce Organization ID so we can review. The error messages happen for a reason and we should easily determine what is going on.

Once we have access we will review and let you know.

[ITDP]

I have granted access and our ID is 00Di0000000HB1W

[CnP.Support]

Good day!

We reviewed your instance and here is our finding:

Before anything else please add your email to the connection setting so you are notified when an error occurs. Your instance does not have any notification emails an as such you will not be notified if anything goes wrong. Please see below:



We reviewed a number of transactions with Salesforce error and here are the error messages in each:

Detail: A task was canceled.
at System.Runtime.CompilerServices.TaskAwaiter.ThrowF orNonSuccess(Task task)
at System.Runtime.CompilerServices.TaskAwaiter.Handle NonSuccessAndDebuggerNotification(Task task)
at System.Runtime.CompilerServices.TaskAwaiter`1.GetR esult()
at Integration.Service.SalesForceRestful.d__6.MoveNext()
Detail: Your query request was running for too long.
Detail: Your query request was running for too long.
Request_Limit_Exceeded (lots of these errors)

Our initial review shows that the API Limits had exceeded and now we see some process in your account is taking too long to process and Salesforce is timing out and rejecting our connection.

I see you have worked with KELL Partners and we will contact them asking if they are aware of this. The triggers that are in your account are custom made and we cannot possibly touch them.

Please note that we are not seeing these errors with other clients and whatever is causing this is because of the triggers that are custom made in your instance. One of our developers will review this and get back to you. I will also notify KELL and ask if they can help with their customization.

Will keep you posted.

[CnP.Support]

Good day!

One more point and observation.

You are using the new OAuth connection with Salesforce and are at a very old release of our app. Your version is 4 releases behind and it does not include the OAuth feature.

May we upgrade your instance? The current release (as of July 14, 2015) is 8.9x

Once we have permission we will go ahead and upgrade and test.

[ITDP]

Absolutely, please go ahead and update. Thanks for the help!

[CnP.Support]

Good day!

We will proceed with the update as requested.

In reviewing your instance I noticed that you have Event 1.x installed. This app is no longer supported as the current version is 2.6x. Support for the 1.x release stopped late last year. We will upgrade your event application to the latest release but as a result your old events may ONLY be viewed and cannot be cloned, etc. The new event management does not support the old format.

Please let us know if that will cause any issues.

[CnP.Support]

Good day!

We have upgraded your instance and completed the post-installation settings.

We have NOT updated the event application as we did not hear back from you regarding our last post. We need your authorization to upgrade the event.

In your setting you also have 3 sites set up, donation, event, invoice. There is no need to have 3 sites set up for each of C&P features. Post-installation steps need to be performed on sites and 3 sites simply increases the amount of work needed after each update. We highly recommend our clients to use only one site, e.g. default and use it for all C&P features.

The post-installation steps required for each update involve assigning the right permissions to the guest user. For example the autoresponder images, invoices, events, etc. all need to have the right permission set so the site visitor can see data from internal objects. Knowing this it is recommended that you use a single site for everything making it easier to maintain permissions.

Please let us know how you wish to proceed. Do you want us to upgrade your event to 2.x?

[CnP.Support]

Good day!

We reviewed all your error'd transactions and posted them back to Salesforce without any issues. All errors were resolved.

You had several transactions from 2014 and earlier 2015 which are also posted to Salesforce. The new self-healing feature will resolve any internal errors if they occur. Currently you have a number of transactions in the Temporary Contact and all else are OK.

Please let us know if we can be of any further assistance and if you need us to upgrade the event and create a default page.

[ITDP]

Sure, you can go ahead and update the events as well. As far as the Temporary Contacts, it seems that they are old and from 2014. Are these donations that were never processed? Why weren't they appearing? If I run the donation now, I'll be charging people's credit cards from a donation they intended to make a year ago.

[CnP.Support]

Good day!

Transactions were NOT posted to Salesforce due to the error when your instance was disconnected because of wrong password. They are now in the system.

Salesforce has nothing to do with credit card processing. Credit cards are processed as soon as the authorization is issued and then they post to Salesforce. You had a number of transactions that had not posted to Salesforce due to the errors stated earlier.

Do NOT charge anyone again.. those cards were processed long time ago. Salesforce posts are totally independent of credit card charges.

We will go ahead and upgrade your Salesforce instance for event. We are assuming you do not have any active events as none of your events are active.

[ITDP]

Ok, so just to confirm, if I create contacts from the Temporary Contacts and it automatically creates an opportunity, this will not complete the transaction again, it will simply post an Opportunity on Salesforce for a transaction that was completed long ago?

[CnP.Support]

Good day @ITDP,

Yes- you are 100% correct. Simply process the temporary and fix the Salesforce missing data.

Charges were made long ago and you have already received the money. Salesforce is purely "cosmetics".

Hope that helps.

[ITDP]

It does, thank you so much.

[CnP.Support]

Good day!

As requested we upgraded your event management application and removed all legacy tabs and code.

We also created a new site called "default" that we recommend you use from now on. We recommend that you use this site for all invoices, event, images, etc.

You can delete the other pages if you want after replacing any incident of those sites in our applications.

Here is the image for the new site:



Please let us know if we can be of any further assistance.