Announcement

Collapse

Information Needed

See more
See less

Recurring Transactions - Not Posting to SF

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Recurring Transactions - Not Posting to SF

    A majority of our recurring (and some one-time) donations are NOT creating donation records, and most have this error message in common - "UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record" with the status ID of "0." There are a few others that always successfully post, but still do not create donation records - these have the status "1."

    After verifying the token/3rd party api integration, upgrading to the most recent release, checking temporary contacts, and reading every forum post I could find - I cannot figure out why the error(s) keep happening. When choosing "push to SF" from C&P admin terminal, I receive the error again.

    I have had to manually create the donation records for our reporting purposes in the mean time.

    Please advise, as this is an ongoing issue we need resolved. If you need access to our org - I am happy to do so. Thank you!

  • #2
    Good day!

    Please grant us login access so we can review your setting & account.



    How to grant access: http://forums.clickandpledge.com/showthread.php?t=1065
    Please make sure to post your organization name & the Salesforce Organization ID so we know how to locate your instance.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Thank You!

      Time to Revive
      00DE0000000YT5C

      Comment


      • #4
        Good day!

        we reviewed your instance and did extensive analysis of what is going on. You have a number of custom triggers and they are interfering with our triggers.

        Click image for larger version

Name:	Triggers.jpg
Views:	1
Size:	18.5 KB
ID:	15513

        when we try to act on the data your triggers are locking the rows and we are unable to perform our actions. The execution time of triggers are interfering with each other.

        Could you possibly disable your triggers and test?
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          I cannot find a way to disable the triggers, since they are a part of Apex managed packages (although I uninstalled the capitalization app). Do you know how to deactivate/remove without uninstalling the app themselves?

          Comment


          • #6
            Good day!

            It is a managed package and as such we can't disable them.

            Here is the problem so you know exactly what is going on. This is a typical race condition as multiple packages are acting on the same object. If Salesforce is busy acting on an object another trigger can't interfere. In this case when we try to create a contact or account Salesforce can't set them up since the objects are open by another application. The other application is acting on the same object at the same time as we are trying to create it.

            I wish I could help you since there is nothing we can do - your other application is interfering.

            You may want to discuss this with the other app or Salesforce support just in case they can introduce a delay in their actions.

            Any idea what this app does?
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              That makes sense.

              The Duplicate Check App searches for but also prevents duplication of accounts and contact records.
              The Rollup Helper is summing the total amount of gifts per contact and household.

              Comment


              • #8
                I was able to have the "Duplicate Check App" disable its triggers for the C&P ghost user for our org but we are still not able to post the recurring transactions to SF. I am unable to do the same with the triggers for the "rollup helper" - do you suggest I uninstall completely?

                Comment


                • #9
                  Good day!

                  Please post the error message you see in the C&P data so we can figure out what the issue is.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    The error is happening to a number of our recurring transactions, so obviously the ID number at the end of each error will be different - this is just one instance:

                    Insert failed. First exception on row 0; first error: DUPLICATE_VALUE, duplicate value found: CnP_PaaS__VaultGUID__c duplicates value on record with id: a1JE0000001hhry: []

                    Comment


                    • #11
                      Good day!

                      "Duplicate Value" of Vault GUID means this transaction is in the system and the new post is a duplicate of one that is already in the system.

                      Vault GUID is unique and it cannot be duplicated in a Salesforce instance. Has this transaction been deleted and being posted again?
                      Regards,
                      Click & Pledge Support Department

                      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                      Join us @ the educational webinars: https://clickandpledge.com/webinars/
                      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                      Comment


                      • #12
                        No, this error occurs every month for several of our recurring donors. In the past, we have had to merge duplicate records of SF contacts/contact data. Could this be the cause of the error(s)?

                        Comment


                        • #13
                          Any ideas on this?

                          Comment


                          • #14
                            Good day!

                            We have reviewed your instance and see clearly that these transactions are being posted again from the Portal. There is substantial time difference between the original post and the re-post.

                            The error is for duplicate Vault GUID's which means this transaction is already in Salesforce and now is being posted again. There is absolutely no way for our system to post to Salesforce twice - this can only happen if someone in Portal searches for the transaction and posts it through the Send Receipt option - automatically this can't happen.

                            I would like to ask that you join our office hours so we can show you what is going on. I truly wish we could help but based on all that we see these transactions exist in your instance and you are posting them again.

                            May I ask why you are posting these again? Is it possible for you to join our office hours?
                            Regards,
                            Click & Pledge Support Department

                            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                            Join us @ the educational webinars: https://clickandpledge.com/webinars/
                            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                            Comment


                            • #15
                              If there are instances in the past which I tried to post them from the portal, it is because there were not donation records being created for most of our recurring transactions and I was trying to see if it would post - and you are correct, I ended up getting a 2nd error - But not every error is because I have tried to "push to SF" through the Portal. For every error in C&P, I have had to manually create donation records because they are non-existent. When I look at each contact or run a report to mail receipt letters, many donors have several months worth of records missing from their donation history. There are so many records I have had to manually create under contacts with recurring transactions and I need help figuring out WHY this is the case! I am available for office hours etc; whatever it takes to figure this out. Thank you.

                              Comment

                              Working...
                              X