This page contains troubleshooting tips when working in different areas of our integrated application.

See: Maintenance codes

Email auditing tool

If you are seeing a subscriber not being updated, or in the wrong state, or something doesn't look quite right, you can run an audit check on it.

  1. Navigate to the Campaign Monitor App in Salesforce

  2. Select the Campaign Monitor Subscriber list

  3. Click Members on the side vertical menu, and the click the Email audit button

  4. This will display a modal where you can enter in the email address of the subscriber and it will provide information on how it was added, if there are duplicate subscriber, if it's on a suppression list etc.

Also see: Troubleshooting creating Salesforce leads and contacts

Syncing emails between Salesforce and Campaign Monitor

At the subscriber list membership level data flows in both directions i.e. Salesforce to Campaign Monitor and Campaign Monitor to Salesforce.

- The sync settings, Create records and Field mappings pages control how data flows from Campaign Monitor to Salesforce. We refer to this as the Primary sync.
- The Import wizard, field mappings, process builder etc functions control how data flows from Salesforce to Campaign Monitor.

If data is not flowing as expected, we have a few tips for diagnosing the problem.

Salesforce to Campaign Monitor
The first step is to find an example email address that is not syncing correctly. You can then use our email audit tool (see below) to answer commonly asked questions such as:

Why is an email address not being added to Campaign Monitor?
When was it added, and how?
What is the current status?
Is the email address on a suppression list?
Are there duplicate records in Salesforce for this email address?

The email audit tool appears in three places:

1. On a subscriber list membership record underneath system information. 
2. On a subscriber list within the member section as a button.
3. On a subscriber list within the member section as a dropdown menu.

Campaign Monitor to Salesforce
When syncing from Campaign Monitor to Salesforce, the problem of subscribers not appearing or have the wrong statuses or are not creating Salesforce record can be related to custom process, code, triggers etc in the Salesforce org.

  1. Using an example Email, try the Email Audit (see above).

  2. If subscribers aren't being created or updated in Salesforce try, the Member Detail Refresh button.

Problems with data flowing from Campaign Monitor to Salesforce will be captured in our maintenance logs.  If you have issues with field mapping or email opts, the first spot to check is the logs.

Check Logs

Full sync
It is rare but in certain cases, information between Campaign Monitor and Salesforce can get out of sync.  There are two primary reasons this can happen:

  1. Campaign Monitor's API being unresponsive.

  2. Custom code or processes which conflict with our integration.

To re-align the data you need to perform a full sync. A full sync will first remove the data we have loaded from Campaign Monitor into Salesforce, however your data is safe in Campaign Monitor and this only affects our custom objects, it does not impact your standard objects i.e. Leads or Contacts. It will then re-import subscriber details using the latest Campaign Monitor data.

Performing a full refresh/sync:

  1. Navigate to the General settings tab

  2. On the top right there is a button called sync now next to this there is a drop down arrow. Click this and then choose the option Full Campaign Monitor sync.

Once clicked, several jobs will start to align your data. The process can take time to complete, but you can navigate away from the page and use Salesforce normally. Once the full sync has finished, your data will be re-aligned to Campaign Monitor.

A full refresh can take some time if there are a lot of records to sync (hours, if not days) so try to outside of office hours.

Partial Refresh
Sometimes you only need to perform a partial refresh if the problem relates to a specific subscriber list. This process is quicker than a Full Refresh.

  1. Navigate to the Subscriber list

  2. Click the Members menu item in the vertical side bar.

  3. Click the Refresh button (top right of the screen). This will attempt refresh the members for that list and sync the Email opt out (it does this for all list).

A partial refresh only syncs subscriber member details and email opt out updates, it does not refresh associated email tracking statistics.

Troubleshooting creating Salesforce leads and contacts

If Salesforce Leads or Contacts are not being created for new Campaign Monitor subscribers, follow the steps below to troubleshoot.

  1. Check the Create records rule has been configured. By default the integration will not auto create Leads or Contacts without your permission. This is to ensure your data remains safe. See: Creating Salesforce records

  2. If Create records has been configured, then navigate to a Member detail record.

  3. Click the Refresh button (top right of the screen). This will attempt to create or update the member in Salesforce using the rules configured in both the Create records section and Field mappings. If there is an error attempting to refresh the subscriber, then a modal will appear showing why it could not be created or updated.

  4. Check that the Subscriber/Member is Active (unsubscribed or deleted subscribers won't be created).

  5. Click the View audit link at the bottom of the member details screen to check that the the subscriber is not Suppressed.

Troubleshooting email opt out checkbox

When the standard Email opt out checkbox is changed within Salesforce, it will need to have unrestricted access to update the lead or contact. This means that if there are any custom triggers, validation rules (potentially some that were added after the contact was initially saved), could result in the email opt out checkbox not being updated.

Troubleshooting steps when the email opt out checkbox is not set to true when the subscriber is unsubscribed:

  1. Use the Refresh members detail button to check if the Lead or Contact can be updated. If it can't be updated, then the Salesforce Email Opt Out field won't be updated.

  2. Check that the Primary sync is running. The sync is responsible for checking is running. When it runs it also sets the Email Opt status (you should see the CMBatchEmailOptOut batch under Setup - Apex Jobs).

  3. Check that there are not multiple emails (subscribers) within Salesforce. It's possible that a duplicate lead or contact was updated. Search Salesforce for duplicate emails of the test record you are investigating.
  4. Check that the subscriber/member is Active (unsubscribed or deleted subscribers won't be created).

  5. Check the subscriber is not in a state of Bounced.

  6. If the subscriber is in a state of Deleted, then check the setting "Only use the state - unsubscribed, when setting email opt to true" is NOT enabled.

To perform a full refresh of Email Opt Out values (i.e. because of a bulk miss-match for some other reason), try running a Full Refresh. This will start the main email opt out batch job and attempt to refresh values for all records (not just ones since the last sync).

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