'Fail to retrieve sObject' and 'sync to marketo'

[cookiemonstersa]

I am having a problem with a semi-complicated process. 

We are removing a good number of people from our marketo database, but not all of these people are fully dead yet. We plan to keep most of them in salesforce, but uncheck 'sync to marketo' on the records, making them not sync back over to marketo. 

However if they form fill again, we want them to sync over to salesforce, and eventually merge together with the salesforce only record. We would do the merge with leandata once we buy it. 

However when we have someone in salesforce and uncheck 'sync to marketo' on the record. When the same email address comes back onto marketo and attempts to sync to salesforce we get this error message. "Fail to retrieve sObject 00Q2M00001KH16wUAD, this sObject could has been deleted or a permission setting is preventing sync user to read this record." 

It seems like it syncs enough to know it matches an object in salesforce, but not enough to update it? 

The SFDC ID returns this error when you look it up in salesforce "

Looks like there's a problem.

Unfortunately, there was a problem. Please try again. If the problem continues, get in touch with your administrator with the error ID shown here and any other related details.

The requested resource does not exist"

Any help would be awesome! 
Thanks!

[cookiemonstersa]

Is there a way to see what managed packaged is deleting a record in salesforce? 

[Darshil_Shah1]

@cmistretta, from what I can infer from your post, you're facing errors while syncing the record that filled out a form, and was turned off using a custom Sync to Marketo checkbox before.

Couple of items to check here - 

1. Did you make sure that you turned on the Sync to Marketo checkbox in the SFDC  (sync cannot be re-enabled by updating the custom sync field from the Marketo end) for this record before trying to sync the record?

2. OP had an issue where-in a newly created person via the form-fill with exact same email address that'd earlier been disabled the CRM sync and deleted from Marketo got the SFDC Id of what seemed like an invalid SFDC record (OP confirmed this). There weren't any SFDC insert/update activities on the newly created record too. Can you confirm if you're also facing the exact same issue?

Also, @cookiemonstersa, were you able to figure what caused the new record created in Marketo to have the Id of the invalid SFDC record ever?

[cookiemonstersa · Accepted solution]

@cmistretta and  @Darshil_Shah1 I do have an update but not a fun one. 

After hours of back and forth, I have a semi-answer. 

We can see that it is in the recycling bin and not created but instead it is instantly being deleted. We thought this was coming from an Apex trigger from within salesforce but have no way to confirm this. 

After weeks of salesforce working on the issue I get this reply 
"As per our internal team this issue is out of our scope. You can check this article for more information.
https://help.salesforce.com/s/articleView?id=000313253&type=1" 

So all in all, I can tell the dup lead is being created, and instantly deleted. So it looks like before that happens some info is being passed over. I believe it's from a managed package from within salesforce, but can not tell what package, and do not want to delete all of them to find what one is doing it. And if its not a package and I delete them all, and the issue still exists, nightmare. 

Not sure what the next steps are but going back to Marketo with the issue. 

[Darshil_Shah1]

Ahh, thank you for the update, @cookiemonstersa! This is interesting, if @cmistretta is also experiencing the exact same issue, and assuming that the managed SFDC package is behind this, you both could probably narrow it down to the common SFDC packages installed in your respective orgs to start off with. I also don't think that this could be due to a flaw/bug in the Marketo <-> SFDC native integration, as if that'd have been the case, we'd probably be hearing about this from more people using the custom sync rules (but can't say for sure).

Keep us posted here with what Marketo support lets you know. Thank you! 🙂

[cookiemonstersa]

The package is "LeadTrigger" By Visual Data.

If you want to test, you can create a sandbox in salesforce and one by one turn them off until you find the offending package. Unfortunately, you can turn them off easily in salesforce sandbox, but having enough code coverage to turn them off in production is another hurdle. 

[Darshil_Shah1]

Thanks, @cookiemonstersa! I agree with you, it could be a bit of a task to find the offending package.

[SanfordWhiteman]

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I'm unable to access the field "SFDC Id" through Data Value Change in order to update it or clear it out, which is frustrating.

Note this value being system-managed is saving you from far worse problems. It has to be managed by the system because it’s more complex than a static field, it’s like an ETL primary key. Marketo can only automatically manage merged records by having control over that value.

[cookiemonstersa]

Also check this out. Despite the person 100% being deleted out of marketo using the delete person marketo function.

When I form fill again, this person, maintains their history from before, and this is in the activity history. How is this happening? I belive this is where the value is coming from for SFDC ID 

 

[SanfordWhiteman]

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I think it may have something to do with marketo 'remembering' the person even though they were deleted out. For example, ,my test record has been deleted out of both marketo and salesforce. However, when they enter marketo again through a form fill, it fails to sync with the same error.

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While you claim they were deleted from both Marketo and Salesforce, it sounds like you didn’t actually delete them from Marketo with Delete from CRM enabled. I would suggest you retest this scenario; what you’ve described is not the expected behavior. Marketo remembers email addresses for the purposes of Durable Unsubscribe, but there’s no “Durable SFDC ID” feature.

[cookiemonstersa]

Hey Sandord, 

If you look at the end goal of my senario, its to keep the record in salesforce but delete them from marketo. Then when they form fill again, get them into salesforce again, and merge the records. 

I can not run delete person with Delete from CRM true. Because the Salesforce record is no longer visible to marketo. Giving me the error "SFDC Error:
The SFDC Object 00Q2M00001KHR6GUAX is filtered by Sync Filter, can&#039;t delete" 

Any thoughts? Thanks!!