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user81844
New Participant
May 3, 2022
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'Fail to retrieve sObject' and 'sync to marketo'

  • May 3, 2022
  • 1 reply
  • 7642 views

I am having a problem with a semi-complicated process. 

We are removing a good number of people from our marketo database, but not all of these people are fully dead yet. We plan to keep most of them in salesforce, but uncheck 'sync to marketo' on the records, making them not sync back over to marketo. 

However if they form fill again, we want them to sync over to salesforce, and eventually merge together with the salesforce only record. We would do the merge with leandata once we buy it. 

However when we have someone in salesforce and uncheck 'sync to marketo' on the record. When the same email address comes back onto marketo and attempts to sync to salesforce we get this error message. "Fail to retrieve sObject 00Q2M00001KH16wUAD, this sObject could has been deleted or a permission setting is preventing sync user to read this record." 

It seems like it syncs enough to know it matches an object in salesforce, but not enough to update it? 

The SFDC ID returns this error when you look it up in salesforce "

Looks like there's a problem.

Unfortunately, there was a problem. Please try again. If the problem continues, get in touch with your administrator with the error ID shown here and any other related details.

The requested resource does not exist"

Any help would be awesome! 
Thanks!




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Best answer by user81844

@cmistretta, from what I can infer from your post, you're facing errors while syncing the record that filled out a form, and was turned off using a custom Sync to Marketo checkbox before.

 

Couple of items to check here - 

 

1. Did you make sure that you turned on the Sync to Marketo checkbox in the SFDC  (sync cannot be re-enabled by updating the custom sync field from the Marketo end) for this record before trying to sync the record?

2. OP had an issue where-in a newly created person via the form-fill with exact same email address that'd earlier been disabled the CRM sync and deleted from Marketo got the SFDC Id of what seemed like an invalid SFDC record (OP confirmed this). There weren't any SFDC insert/update activities on the newly created record too. Can you confirm if you're also facing the exact same issue?

 

Also, @user81844, were you able to figure what caused the new record created in Marketo to have the Id of the invalid SFDC record ever?

 


@cmistretta and  @darshil_shah1 I do have an update but not a fun one. 

After hours of back and forth, I have a semi-answer. 

We can see that it is in the recycling bin and not created but instead it is instantly being deleted. We thought this was coming from an Apex trigger from within salesforce but have no way to confirm this. 

After weeks of salesforce working on the issue I get this reply 
"As per our internal team this issue is out of our scope. You can check this article for more information.
https://help.salesforce.com/s/articleView?id=000313253&type=1" 

So all in all, I can tell the dup lead is being created, and instantly deleted. So it looks like before that happens some info is being passed over. I believe it's from a managed package from within salesforce, but can not tell what package, and do not want to delete all of them to find what one is doing it. And if its not a package and I delete them all, and the issue still exists, nightmare. 

Not sure what the next steps are but going back to Marketo with the issue. 

1 reply

Darshil_Shah1
Darshil_Shah1
Community Manager
May 4, 2022

The ideal way to tackle this would be to let the Sync to Marketo field in the SFDC remain un-checked on the original SFDC only lead record (for which the corresponding Marketo synced record is deleted) when the lead with same email address re-enters the Marketo DB. Let the new lead sync to SFDC and then merge the older SFDC only record with the new SFDC record.



However when we have someone in salesforce and uncheck 'sync to marketo' on the record. When the same email address comes back onto marketo and attempts to sync to salesforce we get this error message. "Fail to retrieve sObject 00Q2M00001KH16wUAD, this sObject could has been deleted or a permission setting is preventing sync user to read this record." 

This may have happened in-case you did not delete the record from Marketo for which you turned off the SFDC sync, i.e., upon a form-fill, existing record in Marketo would have been updated and when you tried syncing this record with SFDC you see error as Sync to Marketo field for this record is still un-checked preventing it to access/see the corresponding lead record in the SFDC. In general the failed to retrieve object error occurs when Marketo cannot see/access the record it had earlier synced with in SFDC. 

 

U
user81844Author
New Participant
May 4, 2022

Hey Darshil,

Thanks for the reply! The first part I totally agree with! 

The rest, is close but it's not quite the case. I think it may have something to do with marketo 'remembering' the person even though they were deleted out. For example, ,my test record has been deleted out of both marketo and salesforce. However, when they enter marketo again through a form fill, it fails to sync with the same error. When I look at the record it has a SFDC ID despite never having synced to salesforce and having the SFDC Created Date be empty. 

Note that this test does have unsubscribed checked, so I think it may have to do with durable unsubscribe.

Update: It also does this with records who have not unsubscribed. 

To make it even more interesting, the original person created in marekto and synced to salesforce has one ID in salesforce, but the new people that come into marketo via form fill, after the older record is deleted out of marketo, has a completly different salesforce ID than the one in salesforce, yet it still can not sync. 

Any thoughts? Thanks!! 

SanfordWhiteman
SanfordWhiteman
New Participant
May 4, 2022
I think it may have something to do with marketo 'remembering' the person even though they were deleted out. For example, ,my test record has been deleted out of both marketo and salesforce. However, when they enter marketo again through a form fill, it fails to sync with the same error.

While you claim they were deleted from both Marketo and Salesforce, it sounds like you didn’t actually delete them from Marketo with Delete from CRM enabled. I would suggest you retest this scenario; what you’ve described is not the expected behavior. Marketo remembers email addresses for the purposes of Durable Unsubscribe, but there’s no “Durable SFDC ID” feature.

 

 

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