From time to time, you may notice that your sync queue has gotten rather large and does not seem to be getting any smaller. There are several reasons why this may be happening and may lead to wanted or unwanted results. While unexpected errors can occur, the following are the most common reasons that large sync queues are encountered. To view your sync queue in Pardot, go to Administration> Connectors> Actions> Sync Queue.
Triggers and Workflows
If you have noticed that your sync queue appears to be growing rapidly or staying at a high number, you may have workflows or triggers in your CRM that are constantly adding prospects to be synced. So, while it appears that your sync queue is not getting any smaller or that prospects are not syncing, it's actually your CRM adding prospects to the queue at a rate that is equal to or faster than they are being synced.
Triggers and workflows can be set to run at different frequencies and under different conditions. If the triggers are set to run on a daily basis, or the conditions of the workflows/triggers are constantly being met, then it is likely that you will always have a large sync queue.
Besides having your CRM administrator look for workflows or triggers, an easy way to diagnose this issue is by looking at the updated date in your sync queue. If there are more than the expected number of prospects in the queue for that day (or any other single day), it may be because of a trigger or workflow that is changing the updated timestamp on your CRM records.
Similar to triggers and workflows, mass updates can change large numbers of CRM records in a short period of time. Any record that is syncing with Pardot and meets the conditions of a mass update will be added to the sync queue. So, for example, if you run a mass update to change all contacts with the Country value of “United States” to “USA,” each of those prospects will be queued to sync.
Importing records into Pardot or your CRM (if your CRM is allowed to create prospects in Pardot) will add prospects to the sync queue. If your queue is higher than expected, someone in your organization may have completed a recent import.
If you expect prospects to be queued from standard activities and you are not seeing them, it may be because your sync queue is too large due to recent imports. Because of this, we recommend that you limit imports to 20,000 prospects per import, and perform them outside of business hours.
Although Pardot will not create a new record in your CRM until a prospect is assigned, unassigned prospects can still be added to your sync queue. Pardot adds unassigned prospects to the sync queue to look for matching records in your CRM. If your account does not allow multiple prospects with the same email address, unassigned prospects that have a matching email address with a record in your CRM will still sync to the CRM.
It may not always be obvious when a connector becomes unverified. If your sync queue appears to be at a standstill, try reverifiying your connector. When your connector is unverified, prospects will not sync and your queue will continue to grow until the connector is successfully reverified.
If you have a large number of prospects that match criteria for automations that update prospect fields, those prospects will appear in the sync queue.