sync with Salesforce

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  • Updated 7 months ago
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I'm receiving an error any time I try to sync my group that says " You can't refresh group members while in import is in progress". All that MyEmma support could tell me was that "this means that one (or more) contacts in that SalesForce (SF) group are already in the I'm middle of the sync or are stuck in pending status for some reason. To fix this you'll need to go into the list of leads/contacts in that SF group and remove any members that are stuck in pending (you can try and re-add them to see if that gets them out of pending after refreshing the group). " But I don't know how to find which members are 'stuck', or how to fix this. Any help?
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Global Citizen Year

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Posted 2 years ago

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Grey Stepp, Support Team Manager

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Hi there!  

It looks like you and Laura have been emailing about this as well.  

We're waiting on an answer from our Salesforce folks and she'll get back to you as soon as we do!  

- Grey 
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Andrew

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Was there a solution to this issue? My organization is having the same issue.

Best regards,
Andrew
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Grey Stepp, Support Team Manager

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Hi there!   There are a number of things that might cause that issue.  In order to do some troubleshooting, we'll need to be granted support access to your Salesforce org.  

If you need a reminder on how to do that, please check out the "Emma for Salesforce Support Access" article in our Resource Center.
https://support.e2ma.net/Resource_Center/Guide_to_Integrations/Emma_for_Salesforce%3A_Support_Access

Once you've granted us access, let us know and we'll take a look!  

- G
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Andrew

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Hi Grey,

I just granted Emma access.

Please let me know what you find. It appears we have about 21,000 individuals stuck in a "Pending" status, while only 14,000 individuals have a "Synchronized" status.

Best regards,
Andrew
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Andrew

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Hi Grey,

It turns out that later on Friday, after doing a manual import on the Emma portal (myemma.com) containing the data for just about everyone in our organization, data began importing from Emma to Salesforce and brought our pending number down to roughly 800. However, the 800 number isn't budging and is preventing manual group syncs from occurring.

Best regards,
Andrew
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Heather Sturm, Integrations Support Specialist

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Thanks, Andrew. We'll take a look and get back to you shortly!

Heather
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Heather Sturm, Integrations Support Specialist

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Hi Andrew,

After taking a look at your account, I have a few questions about your lead conversion process, which I think may be a factor here. I'm going to follow up via email so we can dive a little deeper!

Thanks!
Heather