Hi @speacher,

You can investigate the following to determine why a particular Salesforce contact has not been imported into Gainsight:

1. Verify that the Salesforce integration is correctly set up and that the sync between Salesforce and Gainsight is active. Check the last sync date to ensure it's current.
2. Ensure that the contact meets any criteria set for syncing. This could include filters or conditions defined in the integration job.
3. Check the 'GS Error Logs' object in Gainsight for any errors related to contact sync. Common errors might be permission issues or missing required fields.
4. If the contact should have been synced but isn't appearing in Gainsight, consider running the company person sync job again to update the records.

If you continue to face issues, you may need to reach out to Gainsight support for further assistance.

You can check this community post for refererence as well, in case it helps!

Hi @Jagari Das  Unfortunately I am blocked from accessing the link you provided.  As a new admin to Gainsight, I’m also not sure where to access the information you referenced above.  If there is a job aid that I could follow, that would be most helpful.  However, I will tell you this is a very isolated incident.  The account has all the other contacts from that account available but not this specific contact.  I don’t think it has anything to do with the sync job itself but rather an issue with that particular contact not meeting a requirement.  I just cannot tell what the issue might be.  It’s an active contact that has been in Salesforce long before Gainsight was implemented. It should have been synced with all the other contacts for that account.  

Hi @speacher , In that case can you check for the filters that are being used to pull the required data in the jobs of the connectors? You can do the below checks - 
1. The contact has a unique email address in Salesforce.
2. The contact is not marked as 'Email Opt Out' in Salesforce.
3. Review the Gainsight sync configuration for any rules or filters that might exclude the contact. - most possible reason
If you have checked these and you are still not able to figure out why the contact is not being pulled into SFDC, or further details on the specific contact, you can raise a support ticket mentioning the details to investigate why this contact is missing in gainsight.

Hope this helps.

@Jagari Das As I mentioned in my previous post, I am new to Gainsight.  The link you posted is blocked as “Access forbidden” it is an internal document.  Can you please provide me with a job aid on how to follow the troubleshooting checks as you requested above?  One frustration I feel with Gainsight versus other platforms is a glaring lack of a knowledge central that provides detailed directions on how to perform certain actions.  I do not know how to troubleshoot following your response.  I can pull up Connectors but there is no obvious way to troubleshoot.  We have 23 jobs running.  How do I know which one is the job?  When I click on the 3 dots, there are only 3 options: Edit, Run Job, Delete.  There is no status option or a way to see the details. I will need something with more detailed explanation of where to find that information.  While your directions are likely helpful for an experienced user, I will need more details on how to perform 1, 2 and 3. Thank You.