Pardot Knowledge Base

Salesforce Connector Troubleshooting

Last Updated: Jun 30, 2016 | Print this Article
 

This article covers how to troubleshoot common issues with your Salesforce connector.

I can't verify connector even with correct login credentials and network security settings!

If your organization restricts IP access at the User Profile level (a security option available with Salesforce Enterprise Edition and higher), you may need to whitelist Pardot IP ranges in Salesforce:

  1. In Salesforce, navigate to Setup.
  2. Expand Manage Users under Administration Setup.
  3. Click Profile.
  4. Add these Pardot IP ranges to the role for your connector user:
    136.147.104.20 to 136.147.104.23
    136.147.96.20 to 136.147.96.23

I got an Insufficient Privileges Notice in Salesforce!

Depending on your Salesforce settings, you may need to make the Visualforce elements viewable by various user profiles. If you are experiencing an 'insufficient privileges' message within Salesforce, you should first try checking your Visualforce Pages settings. See Checking Salesforce Security Settings for Visualforce Pages for instructions.

I just created a new custom field and mapped it to its Salesforce equivalent but the values aren't populating on my prospects!

Creating a field in Pardot and mapping it to a field in Salesforce that has preexisting values won't trigger a sync of your prospects. A sync is required to pull those values from Salesforce into Pardot. To fix this, you can request a full sync from Pardot Support after creating a new custom field. You can also initiate one yourself by mass-updating your prospects via an import. An easy way to do this is by running a Salesforce report for all leads and contacts with a value in the custom field, export them, and then import them into Pardot.

I just created and mapped this custom field but this rule/list querying that field isn't matching my prospects!

Creating a field in Pardot and mapping it to a field in Salesforce that has preexisting values won't trigger a sync of your prospects. A sync is required to pull those values from Salesforce into Pardot. To fix this, you can you can request a full sync from Pardot Support after creating a new custom field. You can also initiate one yourself by mass-updating your prospects via an import. An easy way to do this is by running a Salesforce report for all leads and contacts with a value in the custom field, export them, and then import them into Pardot.

My de-duplication management is preventing some prospects from syncing!

The connector user is subject to validation rules and duplication rules in Salesforce like any other user. If Pardot creates what Salesforce thinks is a duplicate record, you may get a sync error. You can manually view and correct prospects by checking your sync queue for errors in Pardot. (Admin > Connectors > Salesforce > Sync Error Queue).

If you want to avoid this, you can create exceptions (in Salesforce) for records originating in Pardot. This can usually accomplished by checking if the Created By user is the connector user. This works best if the connector user is dedicated to Pardot and is not used for other integrations.

Next in this series

Advanced Syncing Topics

Move to a different part in the Salesforce Connector Series:
Part 1: Getting Started
Part 2: Salesforce Configuration
Part 3: Pardot Configuration
Part 4: Advanced Topics

Need more? Start a conversation with other Pardot users in our Success Community