Salesforce.com sync errors - hundreds of duplicate leads created in SFDC by Marketo user

[Anonymous]

@Gabe -- unfortunately we had to do this manually via the lead database. 

We created a smartlist to identify all of the leads (IIRC, it was something like "lead was created = today" "lead source original = empty"), then sorted by email address. You can combine up to ten at a time.

We had at least 10K, so yeah, it took a long, long time. It had in fact synced to SFDC, as well, so we may have lost some data when combining them, but it was a risk we took.

While this may be an SFDC problem, it seems problematic that Marketo would continue to create leads due to sync failure when they all have the same email address.  

[Anonymous]

I've already had 2 call backs from SFDC tech support and they say, that they did not update salesforce or change any elements. They still can't see what is causing the sync issues....

[Anonymous]

@Ann: T/hanks for the tip on de-duping in Marketo.

I'm on a call with SFDC support now.

We just tested manual creation of lead in SFDC (with my own admin user, not the Marketo user). It did sync over to Marketo as expected (after about 13 mins, despite still seeing the sync failure notice).

We then made a change on new record (with unique email) in Marketo and are waiting to see what happens when next sync runs.

[Anonymous]

Is Marketo support continuing to look into this issue on the Marketo side?

The fact that the test I just did synced from SFDC -> Marketo, and that my Marketo SFDC user is showing successful login suggests issue may, in fact, be on Marketo side.

[Anonymous]

OK, so change on record in Marketo did sync through to SFDC, as expected. 

Next test is to create a record in Marketo (done) and wait for next sync (waiting). If I see lots of dupes in SFDC, that will tell us issue is on Marketo side.

[Anonymous]

Hi gabe, yes it is an open escalation on our side that is being prioritized. FYI. When you see a failure notification for the sync it doesn't necessarily mean the entire sync is stopped/ broke, it can just mean that one element if the sync has failed which would appear to apply in this case.

[Anonymous]

@Cathal: Thanks for confimring.

I completed my manual record creation test and syncs worked as expected.

In cases where I'm seeing multiple records, I'm seeing lots of references to this New Lead / Merge Leads activity, as shown below. What is Marketo doing here? I suspect this is related to the issue.

[Anonymous]

SFDC support is now pushing the issue back to Marketo. 

Any updates?

[Anonymous]

How'd you generate that list?

[Anonymous]

I think it is a problem that Marketo creates these all as new leads due to a sync failure. It shouldn't be doing that, especially since they are all using the same email address. 

So aside from a failure that may be happening in SFDC, it seems like a bug in Marketo, too.