Hello, I am experiencing a Salesforce Sync error on about 15 records labelled “insufficient access or missing Salesforce record.” The error message is as follows:
“These HubSpot records couldn’t sync to Salesforce because the Salesforce record either no longer exists or the integration user doesn’t have permission to view or update it.”
After working with HubSpot support and our Salesforce admin, I have confirmed the following:
- The Salesforce record does exist for these records
- I have full permission and access to view and update records in HubSpot and Salesforce
- HubSpot marketing emails are still successfully delivering to these contacts
Has anyone experienced this before and know how to resolve? Thanks!
Hi @MAlbert05,
Can you confirm that you are the integration user? The fact that your individual permissions cover the record in Salesforce doesn’t mean that the installing user of the integration has the same permissions: Connect HubSpot and Salesforce
Best regards
Hi @karstenkoehler , thank you for your quick response!
Our installing user of the integration has the same permissions, and I have confirmed that they are able to view/update these records.
@MAlbert05 from previous projects I know that Salesforce permissions can tricky. Are you 100% sure they’re entirely identical?
One way to check could be to log in as that user in Salesforce and trying to access the affected records. If this is working, then this seems to be a bug.
@karstenkoehler What is the easiest way to compare permissions?
@karstenkoehler The permissions are the same. Do you recommend submitting a support ticket for the bug, or is there next steps you would recommend?
@MAlbert05 have you logged into Salesforce as the integration user to check whether they can access the affected records?
yes, our salesforce admin in the integration user is able to access those records. this error is only appearing on less than 15 records in our entire 50K org, which leads me to believe it is something on the specific record rather than a permissions error.
@MAlbert05 in that case I would escalate to HubSpot support. HubSpot maintains the integration app and should be able to check if there are additional reasons that aren’t surfaced in the error description.
@MAlbert05 – I have run into your issues in the past. If a Salesforce contact record is “owned” by a user who is no longer active, then you will be unable to update that record via sync, not even by an Admin. Change the owner of the record to an active user and see if that works!