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

[Anonymous]

We've been using SFDC for nearly 10 years, and Marketo for just a month or so.

Sometime last night or early this AM, our Marketo sync user started creating hundreds of duplicate leads in SFDC. Looking at some of the lead records in Marketo says the creation originated in Salesforce.com.

Marketo support pointed me to this error I'm getting with sync failure: 

Could not execute update [Native Error: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'and li.sfdc_lead_id is null and p.id=li.lead_person_id and p.sfdc_type is null' at line 3] [User Info: update mkt_person p,mkt_lead_interest li set li.sfdc_lead_id = '00Q4000000roOEYEA2', li.updated_at = '2013-11-21 08:51:49', li.sfdc_synch_timestamp = '2013-11-21 08:51:49', p.sfdc_type = 'Lead' WHERE li.id = and li.sfdc_lead_id is null and p.id=li.lead_person_id and p.sfdc_type is null]

Waiting to hear from SFDC support. 

Possibly related to permissions / role / user change in SFDC? I don't see any evidence of that in SFDC.

Dupe reocrds (25+ each) continuing to be created in SFDC by Marketo user. No lead source.

Ideas?

Thanks,
Gabe

[Anonymous]

@Bentacular, I opened up a new case with them around this again today. I am hoping I can get an answer from them. I am sorry you are going through the "blame the other tool" game! 

@Gabe I am not a RignLead customer. 

[Anonymous]

Hi Alyssa-

Are you a RingLead customer, too?

[Anonymous]

I never got an answer. Basically, they told me to blame SFDC. I've spoken to SFDC and they say it's a Marketo problem.

[Anonymous]

Thanks for this thread. I have been having a similar issue with contact records being created in SFDC by salesforce.com. These contact records however don't appear to be created by anything in Salesforce. When I orginally reached out to Marketo on this, they explained it as a SFDC issue. Looks like I will push back now and see if there is anything that can be resolved here. 

If it was just duplicate lead records being created I could manage,but a lead record and a contact record makes it hassle to merge. We only want to the lead record, not the contact record (which is being created in error).  

[Anonymous]

@Cleo: Besides this issue and some other weirdness with RingLead (e.g.,. if we dual post from a web form to both Marketo and SFDC - we have our reasons, but will eventually change to flow only through Marketo - then RingLead is seeing the existing record in SFDC, but proceeding to let Marketo create another one), RingLead does seem to work as advertised. 

I'm a little annoyed with them that I haven't gotten an explanation of what happened, or assurance that it won't happen again.

That's one thing that bugs me about both Marketo and RingLead: There's all this stuff that happens out of sight via APIs in a black hole, and we don't have access to any kind of audit trail to monitor what's happening. It's easier to access audit trails in SFDC.

As for similar tools, we've used DemandTools with SFDC for years, and love it. We have a number of automated dedupe scripts running against our SFDC data to help keep it clean. They (CRMFusion) offer some other dupe cleaning tools, too.

[Anonymous]

@Gabe

I wanted to chat with you about Ringlead (although you are probably not very happy with it right now). We have used SFDC for about 5 years and Marketo for 3 months. When you were researching Ringlead did you find any other possible integrations to help de-dupe current and future leads / contacts / accounts?

Thanks in advance for your help. If you hve time to chat, please email me at cleo@fireclaytile.com

Happy Thanksgiving week everyone - hope everything gets resolved. 

Cleo

[Anonymous]

My errors were limited to one day, so luckily that is the only time I saw anything. 

Now I am just waiting to see how we can get all these leads out from a more programatic way, rather than me re-merging everything myself.

[Anonymous]

Since I've used up all my api calls for today from de-duping, I would need to wait until tomorrow once it has reset. I have run into instances when I've tried to merge leads and a prompt says that lead has been deleted. So what's going to happen? Is that extra lead just going to sit there forever?

[Anonymous]

Ann & Bentaacular: Are you still seeing the issue occur?

[Anonymous]

No notice here yet

[Anonymous]

I also got notice of resolution, but, as we do not have RingLead, I don't think the bigger problem was due to that.

[Anonymous]

Good news: The issue seems to be resolved, and it turns out that it was likely related to RingLead, which we have installed in Marketo, and not directly caused by Marketo after all.

RingLead doesn't know why the issue occurred last week or when it was fixed, but for now, my snyc appears to be functioning as expected.

[Anonymous]

I don't have a Smart Campaign that does a specific sync like that, so it's just the general sync that is broken for me.

[Anonymous]

Is it a specific type of sync or smart campaign that's causing it? For example, every night I have a smart campaign that auto-assigns unowned leads to owners, thus syncing with SFDC. Most of my duplicates seem to be coming from that.

[Anonymous]

Thanks, Cathal.

A question for other affected users: Do you also have RingLead installed in your Marketo instance? 

Marketo support is now suggesting that it may be the culprit, though I still don't see any evidence of that since (A) RingLead support has confirmed no errors in my account since 11/14, and (B) my RingLead account is tied to my own username in SFDC, and all the dupes in SFDC were created by my Marketo User.

RingLead was working fine before night of 11/20.

[Anonymous]

Hi Gabe, to address your question is anyone using SFDC integration not seeing this issue. To my knowledge (and I have searched open support cases) the only users who have logged cases similar to this scenario are involved in this community discussion.

[Anonymous]

I've been assured in my support case and from other Marketo contacts that the issue is now being handled as a "major priority." I hope so!

Also, I just spoke with an SFDC consultant who wondered if the issue may be related to some Salesforce1 changes to the API, which could have affected Marketo’s API integration for the bidirectional sync with SFDC. Hopefully Marketo devs are investigating that angle, too.

[Anonymous]

I finally got word back that this has been escalated again.

Luckily, in my instance, it seemed to be a one day only thing. But it is end of month and it is skewing all of our numbers, so need to get this remedied and cleaned up.

[Anonymous]

Marketo has now created over 400 duplicates over the weekend

[Anonymous]

5 days and still no confirmation of resolution.

Is anyone using the SFDC integration NOT seeing this issue? It seems to me like it'd be a global problem.