Troubleshooting Missing Salesforce Contacts

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. 

Hi ​@speacher I will do my best to offer some help here. Are you using a rule or a connector to pull contact data into Gainsight from Salesforce?

If you’re using a connector, try the following steps:

1. From the mega menu at left, navigate to Administration > Integrations > Connectors 2.0 (or type in “connectors” in the menu search and click on Connectors 2.0 from there). This will bring you to the Connectors page which should show all of your configured connectors. I imagine your connector will look something like mine (below) if it’s using Salesforce as the source.

2. Once you locate the Salesforce connector, click on View Activities, which takes you to the Activities tab. On this page, you should be able to look at the logs of the connector to see if there are any specific errors associated with the contact not being successfully pushed to Salesforce. 
3. To locate the logs on this page, you can check the comments listed at far right, which should provide reasoning as to why certain records failed. You can also reference the Failure Count and Status columns.

4. To view these logs in more detail, click on the vertical ellipsis all the way to the right (more far right than the Comments column). From here you can view details using View Job Activity and View Logs. View Logs will let you download your successful and failed record counts. 
5. Try downloading your failed records (if there are any) and see if the Salesforce contact is in there. The failure records should include a failure reason, but if not, you at least have further details to provide Gainsight Support to assist in troubleshooting if needed.

If you’re using a rule, let me know and I can drop some troubleshooting steps below. Let me know if you have any questions on the above! Happy hunting 😄