12 Replies Latest reply on Feb 27, 2017 9:35 AM by Sanford Whiteman

    SSL Error

    Sharnel Ross

      What does "Failed: SSL Connect Error" mean? A lead did not sync to SFDC because of this error but I'm not sure what it is or how to fix it.

       

        • Re: SSL Error
          Sanford Whiteman

          If you run that same action now, does it still fail?  There could have been a transient error with the endpoint.

            • Re: SSL Error
              Sharnel Ross

              I just did a test lead with the same form...came through just fine. I just want to make sure this doesn't happen with other leads that come in. She's still not synced to SFDC.

                • Re: SSL Error
                  Sanford Whiteman

                  The original lead with a "Sync Lead to SFDC" step won't be retried -- you need to run that step manually.

                   

                  I would assume it was a transient error. While technically "SSL error" sounds like it relates to security only, it can also mean the endpoint wasn't accepting any connections (thus also classified as an SSL error since all connections to SFDC are secure).

                    • Re: SSL Error
                      Sharnel Ross

                      Ok thanks! I was able to sync the lead after trying again. thanks for your help!

                      • Re: SSL Error
                        Liliana Cheng

                        Sanford Whiteman what if this error message occurs again? We saw the same error message all afternoon on Saturday and again last night. Our SF admin is investigating and I opened a ticket with Marketo support. What else can I check? Thanks!

                          • Re: SSL Error
                            Sanford Whiteman

                            I suspect -- based in several recent outages in my primary org -- that the prob is going to be on the SFDC side. Luckily their support will probably fess up to it if so.

                             

                            Either way, there aren't any real-time "forensics" you can do as a user, and even those with deeper access to the system have trouble debugging unless the problem is currently presenting itself.

                             

                            This kind of thing bedevils network and systems people -- the sporadic outage that, if you're watching the wire at the time, can be debugged, but by the time it's over you're out of luck.

                             

                            Having tickets open with your providers is the right move.

                    • Re: SSL Error
                      Liliana Cheng

                      Hey Sharnel Ross,

                       

                      We experienced the same sync error on Saturday afternoon 11am to 5pm Eastern and again last night 9pm to 9:30pm Eastern. It was a headache to manually reconcile all the leads. Our SF admin is investigating, but has this happened to you guys more than once in the past few days?

                        • Re: SSL Error
                          Sharnel Ross

                          No, it just happened the 1 time, thankfully. But we usually don't get a lot of action after our business hours. I'm definitely keeping my eye on this. I would hate to have to sync a bunch of leads manually as I know that is a pain. I'll keep you posted if I find out anything else and please do the same. Liliana Cheng

                            • Re: SSL Error
                              Liliana Cheng

                              Hi Sharnel Ross and Sanford Whiteman, I finally received an explanation of what happened from Marketo support/engineers. Not much detail, but if you're interested see below:

                               

                              Below is the RCA I received from the Engineering team:

                              When: Feb 4th 11:50am PST – 2:02pm PST Feb 6th 6:00pn PST – 6:35pm PST

                              Services Affected: Salesforce Sync – Communication to Salesforce was down during this timeframe.

                              Cause: We experienced an outage with one of our ISP’s and this led to a communication issue between Marketo and Salesforce. Our ISP had identified the outage was due to a hardware issue which how has been fixed. To ensure we do not run into further reoccurrences, we have added in additional monitoring along with processes in place to route traffic through a secondary ISP. We want to assure you that we take these incidents very seriously, and we are taking steps to prevent similar situations going forward. If you have any questions about the service interruptions, please contact our Customer Support team at support@marketo.com and they will be happy to answer any questions you might have. Thank you for understanding and being a Marketo Customer!

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