Troubleshooting help for users encountering CRM sync errors in Act-On
When Act-On syncs contact data to your CRM, errors can occur for a variety of reasons — authentication issues, permissions, data format mismatches, or problems in your CRM's own workflows. This guide explains each error and provides specific steps to resolve it.
Errors marked Bulk Resolvable can often be resolved at the account or connector level; errors that are not bulk-resolvable typically require fixing the data on individual records before re-pushing.
Access details about any CRM errors on Act-On's CRM Sync Dashboards, available in Settings > Data Management > Sync Results. From here you can review & resolve errors.
Record Not Sent
Record Not Sent
Category: Record Not Sent
Act-On stopped the push before this record reached your CRM, so the record was never sent and nothing was changed in the CRM. This usually happens when earlier batches in the same push failed, or the push was interrupted. The record itself was not rejected. Resolve any other errors from the same push first (the original error shows the last failure when one was recorded), then retry this record from the CRM Sync Dashboard.
Authentication
Invalid Login Credentials
Category: Authentication
Act-On was unable to authenticate with your CRM because the username or password stored in your connector configuration is invalid. Navigate to Settings > Connectors in Act-On and verify the credentials for your CRM connector user. If you recently changed the CRM user's password, update the connector with the new password and save. Once corrected, return to the CRM dashboard and retry the failed sync(s). Be sure to look at both the Pull and the Push dashboard for this error.
Expired Password
Category: Authentication
The CRM user account used by your Act-On connector has an expired password. Log in to your CRM directly and reset the password for that user, then return to Act-On under Settings > Connectors and update the password to match. To avoid this in the future, Act-On recommends disabling password expiration for the dedicated connector user account in your CRM.
CRM License Issue
Category: Authentication
Act-On could not authenticate with SugarCRM because your organization's SugarCRM license needs to be validated. Only a SugarCRM administrator can complete license validation. Contact your SugarCRM admin or SugarCRM support to resolve the license issue, then retry the sync from Act-On.
Missing Connector Secret
Category: Authentication
The client secret configured for your Microsoft Dynamics 365 connector in Act-On is missing or invalid. Go to Settings > Connectors in Act-On and re-enter the client secret from your Azure app registration. If you are unsure of the correct value, ask your Azure or Dynamics administrator to locate the secret in the Azure Portal under App Registrations.
Expired Connector Secret
Category: Authentication
The client secret for your Microsoft Dynamics 365 connector has expired. In the Azure Portal, navigate to App Registrations, find the app used for the Act-On integration, and generate a new client secret under Certificates & Secrets. Copy the new secret value immediately (it is only shown once), then update your connector in Act-On under Settings > Connectors.
Authentication Failure (HTML)
Category: Authentication
Act-On received an unexpected HTML response instead of a valid API response when trying to authenticate with Salesforce. This is typically caused by a network security layer, IP allowlist, or login policy configured in your Salesforce org that is intercepting the request. Check your Salesforce login history and security logs for blocked attempts, and verify that Act-On's IP addresses are allowed in your Salesforce Network Access settings. Contact Act-On Support if the issue persists.
Authentication Failure
Category: Authentication
Act-On was unable to reach the Salesforce login endpoint. This can be caused by a temporary outage, network connectivity issue, or a change in your Salesforce org's login URL. Verify that your Salesforce org is reachable and that the login URL configured in Act-On is correct. Check the Salesforce Status page for any known incidents, and retry the sync after a few minutes.
Authentication Failure (SSO)
Category: Authentication
Act-On encountered an invalid Single Sign-On (SSO) gateway URL when attempting to authenticate with Salesforce. This is typically a configuration issue within your Salesforce org's SSO settings. Have your Salesforce administrator review the SSO Gateway URL under Security > Single Sign-On Settings in Salesforce Setup. The dedicated connector user account should either not use SSO or the gateway URL must be valid and reachable.
Authentication Failure (Portal Users)
Category: Authentication
The Salesforce user account configured in your Act-On connector is a portal user, and Salesforce does not allow portal users to own or manage partner account records through the API. Use a standard internal Salesforce user account (not a portal or community user) as your Act-On connector user. Update the connector credentials in Act-On under Settings > Connectors.
Security Token Required
Category: Authentication
Salesforce requires a security token for the connector user because Act-On is logging in from an IP address outside your org's trusted IP ranges. Either reset the connector user's security token in Salesforce (under the user's personal settings, Reset My Security Token) and enter it in Act-On under Settings > Connectors, or have your Salesforce administrator add Act-On's IP addresses to the trusted IP ranges under Setup > Security > Network Access. Contact Act-On Support for the current list of IP addresses. Once updated, retry the sync.
Connector User Locked Out
Category: Authentication
Salesforce has locked the connector user's account after too many failed login attempts. Have your Salesforce administrator unlock the user under Setup > Users. Before retrying, confirm the password stored in Act-On under Settings > Connectors is correct; otherwise the account will lock again on the next sync. Once unlocked and verified, retry the sync from Act-On.
Session Expired
Category: Authentication
The connection between Act-On and Salesforce ended while the push was running, so some records could not be sent. This is usually temporary. Retry the sync from the CRM Sync Dashboard, which reconnects to Salesforce before resending. If this happens often, have your Salesforce administrator check the session timeout settings and any policies that end the connector user's sessions early.
CRM Configuration
Missing CRM Platform Package
Category: CRM Configuration
Your CRM instance is missing the required Act-On platform package. Follow the instructions in the linked help article to install the Act-On package in your CRM.
Login Domain Restriction
Category: CRM Configuration
The sync request was rejected because your CRM has IP-based login restrictions that are blocking Act-On's servers. In your CRM's security or network settings, add Act-On's IP address ranges to the list of allowed login domains or trusted IP ranges. For Salesforce, this is done under Setup > Security > Network Access. Contact Act-On Support to obtain the current list of IP addresses to allow.
Concurrent Request Limit Exceeded
Category: CRM Configuration
NetSuite rejected Act-On's request because the maximum number of concurrent API requests allowed by your NetSuite account has been exceeded. This can happen when multiple sync jobs run simultaneously. You can contact Act-On Support to configure your sync settings so that only one job runs at a time. Additionally, review your NetSuite SuiteCloud Plus settings to understand your concurrency limits. See the linked Oracle documentation for more details on NetSuite's concurrent request limits.
Duplicate Portal Name
Category: CRM Configuration
A configuration error occurred in SugarCRM related to duplicate portal names. SugarCRM requires that each portal have a unique name, and an attempt was made to create or use a portal name that already exists. Have your SugarCRM administrator navigate to the Portals module in SugarCRM and rename or delete the duplicate portal entry. Once resolved, retry the sync in Act-On.
CRM API Access Disabled
Category: CRM Configuration
Salesforce rejected the request because API access is turned off for your org or for the connector user. Act-On needs API access to sync. Have your Salesforce administrator confirm the connector user's profile or permission set includes the API Enabled permission, and that your Salesforce edition includes API access. Once access is restored, retry the sync from Act-On.
Invalid Connector URL
Category: CRM Configuration
The Microsoft Dynamics 365 URL saved in your Act-On connector is not valid, so Act-On cannot reach your Dynamics environment. Go to Settings > Connectors in Act-On and confirm the URL matches your Dynamics organization address exactly (for example, https://yourorg.crm.dynamics.com), with no extra path or typos. Save the connector and retry the sync.
CRM Performance
CRM Response Not Received
Category: CRM Performance
Act-On sent the record to your CRM, but the CRM did not respond in time, so Act-On cannot tell whether the update was saved. Act-On does not retry this automatically, because resending a record that was already saved could create a duplicate. Look up the record in your CRM: if the change is there, no action is needed and you can ignore the error; if it is not, retry the record from the CRM Sync Dashboard. If this happens often, your CRM may be under heavy load or running slow automation when records are saved. Ask your CRM administrator to review it.
CRM Permissions
Missing Object Permission
Category: CRM Permissions
The CRM user account used by Act-On's connector does not have access to a particular object type (such as Task or a custom object) in your CRM. Either grant the connector user the appropriate permissions in your CRM for that object type, or, if you do not intend to sync that object, disable it in Act-On under Settings > Data Management > CRM Sync.
Missing Module Permission
Category: CRM Permissions
The connector user does not have permission to view or access the specified module in your CRM (for example, the Prospects module in SugarCRM). Have your CRM administrator grant the connector user the appropriate role or access rights for that module. If the module is not part of your integration, you can disable it in Act-On under Settings > Data Management > CRM Sync to suppress this error.
Missing Page Permission
Category: CRM Permissions
The connector user lacks the permission required to access a specific page or section of your CRM, such as a Contacts list. Your CRM administrator should review the connector user's role and ensure it includes the appropriate permissions (for example, 'Lists > Contacts' in NetSuite). Once permissions are corrected in the CRM, retry the sync in Act-On.
Missing Record Permission
Category: CRM Permissions
The connector user does not have permission to edit the specific record being synced — for example, administrator-level records in NetSuite can only be edited by another administrator. Have your CRM administrator either grant the connector user elevated permissions for this record type, or change the ownership of the affected record to a non-admin account. After correcting permissions, re-push the record from Act-On.
Missing Account Object Permission
Category: CRM Permissions
The connector user has permission to access a Contact or Lead in Salesforce but does not have cross-reference access to the associated Account record. This can happen when Account records are owned by a different user or sharing rules restrict visibility. Have your Salesforce administrator review the Sharing Settings and Organization-Wide Defaults for the Account object to ensure the connector user has at least Read access. After adjusting permissions, re-push the record.
Missing Related Object Permission
Category: CRM Permissions
The connector user has permission to access a Contact or Lead but does not have access to an associated object (such as Account or Opportunity) that is referenced during the sync. Have your Salesforce administrator update the connector user's profile or permission set to include Read (and Write if needed) access to the related object. After adjusting permissions, re-push the affected record from Act-On.
Missing Read Permission
Category: CRM Permissions
The Microsoft Dynamics 365 connector user does not have the read privilege required for one or more entity types. Have your Dynamics administrator navigate to Settings > Security > Security Roles and verify that the connector user's role includes Basic (or higher) Read access for the affected entity. The specific privilege name will be noted in the error details. Once permissions are corrected in Dynamics, retry the sync from Act-On.
Record Locked
Category: CRM Permissions
The Salesforce record being updated is locked, typically due to an active approval process. Act-On cannot update records while they are in a locked state. Contact your Salesforce administrator to either unlock the specific record manually, or to configure the approval process so that locked records can still receive updates from the Act-On integration user. After unlocking, re-push the record from Act-On.
Missing Create Permission
Category: CRM Permissions
The Microsoft Dynamics 365 connector user does not have permission to create records of this type. Have your Dynamics administrator open the connector user's security role (Settings > Security > Security Roles) and grant Create access for the entity named in the error details. Once permissions are corrected in Dynamics, retry the sync from Act-On.
Missing Create Permission
Category: CRM Permissions
The SugarCRM connector user is not allowed to create records in the module named in the error details. Have your SugarCRM administrator update the connector user's role to allow Create access for that module. If you do not intend to create records in that module, update the Program or Form pushing the record so it does not create new records there. Once permissions are corrected, retry the sync from Act-On.
Contact Data Mapping
Field Mapping Not Found
Category: Contact Data Mapping
A field mapping in Act-On references a CRM field that no longer exists in your CRM schema — most likely because the field was deleted in the CRM after the mapping was created. To resolve this, go to Settings > Data Management > Contact Mapping in Act-On and remove the mapping for the field identified in the error message. If you need to sync that data, recreate the field in your CRM first, then re-add the mapping.
CRM Field Definition Not Found
Category: Contact Data Mapping
Act-On could not find the definition for a mapped Salesforce field, so the record was not sent. The object and field are named in the error details. This usually means the field was deleted or renamed in Salesforce, or the connector user cannot see it because of field-level security. Have your Salesforce administrator confirm the field exists and is visible to the connector user. If the field is no longer needed, remove its mapping in Act-On under Settings > Data Management > Contact Mapping. Then retry the record.
CRM Validation
Duplicate Record Detected
Category: CRM Validation
The record could not be created in your CRM because a duplicate matching rule detected an existing record with the same identifying information, typically email address. Review the record in Act-On to confirm its email and other identifying fields are correct. If a matching record already exists in the CRM and should be updated rather than created, you may need to adjust the settings on the Program or Form that is pushing the record, to instruct it to update rather than create a new record. Contact Act-On Support if you need help configuring duplicate handling.
Duplicate Customer ID
Category: CRM Validation
Your CRM requires a unique customer ID for each record, and the record being pushed shares an ID with an existing entry. Review the record in Act-On to check the External ID field value. If a matching record already exists in the CRM and should be updated rather than created, you may need to adjust the settings on the Program or Form that is pushing the record, to instruct it to update rather than create a new record. Or, remove the ExternalID value in Act-On to push the record as a new record.
Duplicate Field Value
Category: CRM Validation
A field in your CRM is configured to require unique values across all records, and the value being pushed from Act-On already exists on another record. Review the field identified in the error and determine which record holds the duplicate value. Either update the value in the Act-On record to be unique before re-pushing, or have your CRM administrator review the uniqueness constraint on that field if it should not be enforced.
Required Field Value Missing
Category: CRM Validation
A field that is required by your CRM is empty in the Act-On record. Locate the record in your Act-On list and provide a value for the field identified in the error (for example, First Name). If this field is frequently empty, consider adding a validation step in your Act-On forms or programs to ensure it is always populated before a sync is triggered. After correcting the value, re-push the record.
Invalid Field Value
Category: CRM Validation
The value being synced from Act-On does not match an accepted value for a restricted field in your CRM (for example, a country or territory field that only accepts values from a predefined list). Review the value in the Act-On record for the field identified in the error and update it to match one of the valid options in your CRM. If this is happening frequently, check that your Act-On forms or list imports are enforcing the same allowed values as your CRM.
Invalid Picklist Value (Trigger)
Category: CRM Validation
A Salesforce flow or process was triggered when Act-On tried to save the record, and that flow encountered a value from the Act-On record that does not match an allowed picklist value. The flow name and the invalid value will be identified in the error details. Update the value in the Act-On record to match one of the valid picklist options for the field in question, then re-push the record. If the picklist in Salesforce has been updated, you may also need to update the corresponding field values in your Act-On list.
Invalid Picklist Value (Trigger 2)
Category: CRM Validation
A Salesforce flow or process triggered during the sync encountered a value from the Act-On record that does not match an allowed picklist option. The error details will identify the trigger name and the problematic value. Correct the value in the Act-On record to match a valid picklist option defined in Salesforce, then re-push. If the Salesforce picklist has been recently updated, ensure your Act-On list reflects those same valid values.
Invalid Picklist Value
Category: CRM Validation
A value in the Act-On record does not match any of the allowed picklist values for the specified CRM field. Review the field identified in the error and compare the Act-On value against the valid picklist options in your CRM. Update the Act-On record with a valid value and re-push it. If you see this error frequently for a given field, consider adding field-level validation to the Act-On form or import that populates it.
Invalid Picklist Value 2
Category: CRM Validation
A value in the Act-On record does not match any of the accepted picklist values for a restricted CRM field. Review the field identified in the error, check the list of valid picklist values in your CRM, and update the Act-On record accordingly before re-pushing.
Invalid Picklist Value 3
Category: CRM Validation
The value being pushed from Act-On is not a valid entry for the CRM field specified in the error — the field may expect a specific format (for example, a numeric code rather than freeform text). Review the field's expected format in your CRM, update the value in the Act-On record to match, and re-push.
Invalid Picklist Value 4
Category: CRM Validation
A value in the Act-On record does not match any accepted picklist values in your CRM. Review the original error message for the specific field name and invalid value. Update the Act-On record to use an accepted value and re-push. If your CRM is configured in a language other than English, ensure that the values in Act-On match the CRM's localized picklist entries exactly.
Invalid Picklist Value
Category: CRM Validation
A value in the Act-On record does not match any option in a Microsoft Dynamics 365 choice (option set) field. The field and value are named in the error details. Compare the Act-On value against the field's options in Dynamics, update the Act-On record to use a valid option, and re-push. If your Dynamics instance uses a language other than English, the Act-On value must match the localized option exactly.
Field Validation Failed
Category: CRM Validation
A custom validation rule configured in your CRM rejected the record. The validation rule's message (shown in the error details) describes what condition was not met — for example, requiring a product selection before saving. Review the Act-On record and correct the field value to satisfy the validation rule, then re-push. If you are unsure what the rule requires, contact your CRM administrator.
Invalid Email Address
Category: CRM Validation
The email address value being pushed to your CRM is not in a valid format. Locate the record in Act-On and correct the email address in the field mapped to the CRM email field. After correcting the value, re-push the record.
Malformed CRM ID
Category: CRM Validation
A value being synced from Act-On is not a valid CRM record ID for the field it is mapped to — for example, a plain text company name is being sent to a lookup/ID field that expects a Salesforce-style record ID. Correct or remove the value in the Act-On record External ID field and re-push.
Invalid Number Value
Category: CRM Validation
A value in the Act-On record cannot be converted to a whole number as required by the CRM field it is mapped to. The field expects a numeric integer, but the Act-On value contains text or an incompatible format (for example, a URL or a string like 'website'). Review the field mapping in Act-On and correct the source value so it contains only a valid whole number. Re-push the record after making the correction.
Invalid Date Value
Category: CRM Validation
The value being pushed to a date/time field in your CRM could not be recognized as a valid date. Review the Act-On record and confirm that the date field contains a properly formatted date/time value. CRM systems typically require a consistent date format such as YYYY-MM-DD or ISO 8601. Check the format for date fields in other records that successfully push, correct the value in the Act-On record and re-push.
Invalid Date Value 2
Category: CRM Validation
The value being pushed to a date/time field in your CRM could not be recognized as a valid date. Review the Act-On record and confirm that the date field contains a properly formatted date/time value. CRM systems typically require a consistent date format such as YYYY-MM-DD or ISO 8601. Check the format for date fields in other records that successfully push, correct the value in the Act-On record and re-push.
Invalid Date/Time Value
Category: CRM Validation
Microsoft Dynamics 365 could not read the value being sent to a date/time field as a valid date. Review the Act-On field mapped to that Dynamics field and make sure it contains a properly formatted date (for example, YYYY-MM-DD or ISO 8601), not text or an empty placeholder. Correct the value in the Act-On record and re-push.
Date Out of Range
Category: CRM Validation
A date in the Act-On record is outside the range Microsoft Dynamics 365 accepts. This is usually a typo, such as a year entered as 0025 instead of 2025. Find the date field named in the error details, correct the value in the Act-On record, and re-push.
Invalid Boolean Value
Category: CRM Validation
A value in the Act-On record is mapped to a true/false (boolean) field in your CRM but contains a value that cannot be interpreted as a boolean — for example "okay" instead of '0' or '1', true/false or yes/no. Review the Act-On field that is mapped to this CRM boolean field and ensure the values are a valid boolean format (T, F, t, f, true, false, yes, no, 0, 1). Correct the value in the Act-On record and re-push.
Email Flag Without Email Address
Category: CRM Validation
The record sets an email flag (such as Opted Out or Invalid) for SugarCRM, but has no email address for the flag to apply to. SugarCRM stores these flags on the email address, so the record cannot be saved. Add an email address to the Act-On record, or clear the flag value, then re-push. If this happens in bulk, review your field mappings so email flags are only sent for records that have an email address.
Invalid GUID Value
Category: CRM Validation
A field in Microsoft Dynamics 365 expects a GUID (a unique identifier in the format xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx), but the value in the Act-On record contains plain text. Review the field mapping in Act-On and ensure that the Act-On field mapped to this Dynamics GUID field contains valid GUID values. If this field is being populated from a form or import, check that the source data contains proper GUIDs. Correct the value and re-push.
Invalid Decimal Value
Category: CRM Validation
A value in the Act-On record cannot be interpreted as a valid decimal number by Microsoft Dynamics 365. This often occurs when a text value or improperly formatted number is mapped to a numeric Dynamics field. Review the Act-On field mapped to this CRM field and ensure it contains a valid numeric decimal value (for example, 1.5 rather than '1,5' or non-numeric text). Correct the value and re-push the record.
Invalid Number Value
Category: CRM Validation
A value in the Act-On record cannot be read as a number by the Microsoft Dynamics 365 field it is mapped to. Review the field named in the error details and remove any text or symbols, such as currency signs, percent signs, or commas used as thousand separators (for example, use 1500.5 rather than '$1,500.50'). Correct the value in the Act-On record and re-push.
Invalid Number Value
Category: CRM Validation
Microsoft Dynamics 365 rejected a value because it is not a valid number for the field it is mapped to. Review the field named in the error details, make sure the Act-On value contains only digits and a decimal point, and re-push the record.
Field Value Too Long
Category: CRM Validation
The value in the Act-On record exceeds the maximum character length allowed for the CRM field. The error will specify the field name and the maximum allowed length. You can resolve this by either trimming the value in the Act-On record to fit within the limit, or by asking your CRM administrator to increase the field size in the CRM. Common examples include long URLs or freeform text exceeding limits of 255 characters. Correct the value and re-push the record.
Field Value Too Long 2
Category: CRM Validation
A value being passed through a Salesforce flow or trigger is too long for the target field. The original error will identify the specific field and its maximum length. Trim the source value in the Act-On record to fit within the CRM field's size limit, then re-push. If this occurs frequently, consider updating the field length in Salesforce or truncating the value at the Act-On form level.
Field Value Too Long
Category: CRM Validation
A value in the Act-On record is longer than the maximum length allowed by the Microsoft Dynamics 365 field it is mapped to. The field and its limit are named in the error details. Shorten the value in the Act-On record, or ask your Dynamics administrator to increase the field's maximum length, then re-push.
Numeric Value Out Of Range
Category: CRM Validation
A numeric value in the Act-On record exceeds the valid range defined for the CRM field (for example, a score field that only accepts values between 0 and 100). Review the Act-On record and update the value to fall within the accepted range for the field identified in the error. Re-push the record after correcting the value. If this field is populated programmatically, check the logic in the Act-On automated program to ensure it produces values within range.
Numeric Value Out Of Range 2
Category: CRM Validation
A value in the Act-On record falls outside the valid numeric range accepted by a Microsoft Dynamics 365 field. The error details will list the accepted values or range. Update the value in the Act-On record to match one of the accepted values and re-push the record.
Numeric Value Out of Range
Category: CRM Validation
A number in the Act-On record is above the maximum or below the minimum allowed by the Microsoft Dynamics 365 field it is mapped to. The field and its allowed range are named in the error details. Update the Act-On value to fall within that range and re-push. If an Automated Program sets this value, check that it cannot produce values outside the range.
Numeric Value Out of Range
Category: CRM Validation
Microsoft Dynamics 365 rejected a number because it falls outside the range the field accepts. Check the error details for the field and its limits, correct the value in the Act-On record, and re-push.
Invalid Number Value
Category: CRM Validation
The value in the Act-On record is not a valid number for the CRM field it is mapped to. For example, a value like '7.3%' includes a percent sign that makes it non-numeric. Review the Act-On record and remove any non-numeric characters (such as currency symbols, percent signs, or commas used as thousand separators) from the value before re-pushing.
Read-Only Field
Category: CRM Validation
The sync failed because Act-On attempted to write to a CRM field that is read-only, or that only allows values to be set at creation (not on update). Remove the field from your active field mappings in Act-On under Settings > Data Management > CRM Sync. If you believe the field should be writable, have your CRM administrator check the field's permissions and settings, then retry the sync.
Invalid Field Type
Category: CRM Validation
The value being sent does not match the data type of the Salesforce field it is mapped to (for example, text sent to a number, date, or checkbox field). Review the mapping for the field named in the error details. Either correct the value in the Act-On record to match the field's type, or map the Act-On field to a Salesforce field of the matching type under Settings > Data Management > Contact Mapping. Then re-push.
CRM Record Status
Duplicate Campaign Names
Category: CRM Record Status
Act-On found more than one Campaign in your CRM with the same name and could not determine which one to use. Log in to your CRM and rename or delete the duplicate Campaign so that only one Campaign exists with that name. Once the Campaign names are unique, retry the sync from Act-On. Going forward, ensure that Campaign names in your CRM are unique to avoid this conflict.
Already Converted Lead
Category: CRM Record Status
The record being updated in your CRM has already been converted (for example, a Lead converted to a Contact/Account in Salesforce or a closed lead in Dynamics) and can no longer be edited. Try a manual CRM sync to pull the converted record ID into Act-On, or manually edit the External ID and Object Type fields in the Act-On record to match the converted record in the CRM. If you remove the External ID in Act-On and re-try the push, a new lead will be created in the CRM.
Record Deleted or Not Found
Category: CRM Record Status
An error occurred when trying to save or reference a record in your CRM — most likely the record has been deleted in the CRM since the last successful sync. Try a manual CRM Sync to update the record in Act-On with its deleted status. Or, check your CRM for the record referenced in the error. If it has been deleted and is no longer needed, you may delete it from the Act-On list or segment to prevent further sync attempts. If it should be recreated, delete the record in Act-On, add it in the CRM, and run a manual sync to bring it back into Act-On.
CRM Internal Workflow
CRM Organization Locked
Category: CRM Internal Workflow
Your Salesforce organization was temporarily locked when Act-On attempted the sync, which can occur during major configuration changes or when an operation requires exclusive database access. This is typically a transient condition. Wait a few minutes and retry the sync from Act-On. If the issue persists, contact your Salesforce administrator to determine what operation locked the org.
CRM Trigger / Flow Failure
Category: CRM Internal Workflow
A Salesforce flow or process builder rule fired when Act-On saved the record, and that trigger failed with an internal error. The error details will identify the specific flow or process name. Share the full error message with your Salesforce administrator — the issue is within the Salesforce automation, not in Act-On. Common causes include resource limit overruns within the flow. Once your Salesforce admin fixes the flow, retry the sync.
CRM Trigger / Flow Failure 2
Category: CRM Internal Workflow
A Salesforce flow or process builder rule triggered during the sync encountered an error, potentially due to exceeding Salesforce's execution limits. Share the original error message with your Salesforce administrator. The fix must be made in the Salesforce automation (the flow or process), not in Act-On. Once the automation is corrected, retry the sync.
CRM Trigger / Flow Failure 3
Category: CRM Internal Workflow
A Salesforce trigger or validation rule fired when Act-On tried to save the record and produced an error — in this case, a before-update trigger encountered a null value. Share the full error message with your Salesforce administrator. The issue is in the Salesforce trigger code and must be resolved there. Once the trigger is fixed, retry the sync from Act-On.
Record Lock Conflict
Category: CRM Internal Workflow
Salesforce could not obtain exclusive access to one or more records during the sync, most likely because another process (such as a workflow, data import, or another integration) was accessing the same records simultaneously. This is usually transient. Retry the sync from Act-On after a few minutes. If the error recurs, contact your Salesforce administrator to investigate what other processes are running concurrently and whether they can be scheduled at different times.
CRM Workflow Error (SAP)
Category: CRM Internal Workflow
An error occurred in Microsoft Dynamics 365 when saving a record because a plugin or workflow integration (in this case, an SAP integration) encountered a problem (such as a missing jurisdiction code). This is an issue within your Dynamics customization, not with Act-On. Share the full error message with your Dynamics administrator so they can investigate the SAP plugin or workflow. Once the underlying CRM issue is resolved, retry the sync.
CRM Workflow Internal Loop
Category: CRM Internal Workflow
A Dynamics 365 workflow was canceled because it entered an infinite loop. This is an issue in the Dynamics workflow logic, not with Act-On. Share the error details with your Dynamics administrator to fix the workflow configuration. Once the workflow is corrected, retry the sync from Act-On.
CRM Workflow Error
Category: CRM Internal Workflow
An unhandled error occurred in a Microsoft Dynamics 365 plugin or workflow when Act-On tried to save the record. Share the original error message with your Dynamics administrator for investigation — the error originated in a custom plugin or integration (such as an SAP or external system connector) configured in Dynamics, not in Act-On. Once the issue in Dynamics is resolved, retry the sync.
Max Duplicate Updates in Batch
Category: CRM Internal Workflow
A Salesforce batch operation hit the limit of 12 duplicate ID updates within a single API batch. This can happen when multiple Act-On records resolve to the same Salesforce record ID during a bulk sync. Review your Act-On segment for records that may share the same CRM ID, and deduplicate them in Act-On before re-running the sync. Contact Act-On Support if you need assistance identifying the duplicated records.
Request Running Too Long
Category: CRM Internal Workflow
The Salesforce API request took too long to complete and was stopped by Salesforce. This can happen during periods of high load on your Salesforce org or if the record being processed triggers complex automation. Retry the sync from Act-On. If the error recurs consistently, contact your Salesforce administrator to investigate performance issues or simplify the automation triggered on record save.
Inactive User
Category: CRM Internal Workflow
The Salesforce record is owned by or being assigned to a deactivated user. Salesforce does not allow records to be owned by inactive users. In Salesforce, reassign the affected record to an active user, or update the Act-On record so it does not attempt to assign ownership to an inactive Salesforce user ID. After correcting the ownership, re-push the record from Act-On.
CRM Workflow Error (Scribe)
Category: CRM Internal Workflow
The Scribe Change History plugin in Microsoft Dynamics 365 encountered an error when processing the record update from Act-On. This is an issue with the Scribe plugin configuration in Dynamics, not with Act-On. Share the full error message with your Dynamics administrator, who should review the Scribe plugin's metadata mapping settings. Once the plugin issue is resolved in Dynamics, retry the sync.
Record Locked by Workflow
Category: CRM Internal Workflow
The Dynamics 365 record is locked by an internal user-defined workflow and cannot be updated until that workflow completes or releases the lock. Check your Dynamics 365 workflow logs for the active workflow locking this record. You may need to wait for the workflow to complete, cancel it manually, or have your Dynamics administrator unlock the record. Once the record is unlocked, retry the sync from Act-On.
CRM Workflow Null Value Error
Category: CRM Internal Workflow
A Dynamics 365 plugin or workflow fired during the sync and encountered a field that cannot be empty (a 'Nullable object must have a value' error). This is an issue in the Dynamics customization. Have your Dynamics administrator review the plugin or workflow that handles contact or lead saves and ensure all required fields are populated before the plugin executes. Once the Dynamics issue is resolved, retry the sync.
CRM Server Error
CRM Server Error
Category: CRM Server Error
Your CRM returned an unexpected server error (HTTP 500) when Act-On attempted the sync. This is usually a transient issue on the CRM side. Wait a few minutes and retry the sync from Act-On. If the error persists, check your CRM's status page or server logs for any ongoing issues and contact your CRM's support team if needed.
CRM Server Error 2
Category: CRM Server Error
An unexpected error occurred in your CRM during the sync request, and no specific cause was identified. Retry the sync from Act-On. If the error continues, copy the error ID from the error details and provide it to your CRM's support team along with the timestamp of the failure, as they may be able to trace it in their internal logs.
Request Timeout
Category: CRM Server Error
The sync request to your CRM timed out before a response was received. This can be caused by network issues, high load on your CRM instance, or a complex operation that takes too long. Check your CRM's health and performance metrics, and retry the sync from Act-On. If timeouts occur frequently, contact Act-On Support — it may be possible to adjust sync batch sizes or scheduling to reduce the load on your CRM.
CRM Database Error
Category: CRM Server Error
A database-level error occurred in your CRM when Act-On attempted the sync. Review your CRM's server logs (for SugarCRM, the sugarcrm.log file) for more detail on the underlying database issue. This is typically a CRM infrastructure problem. If the issue persists, contact your CRM administrator or support team.
CRM Server Unavailable
Category: CRM Server Error
Your CRM was unavailable at the time of the sync request — this is often caused by the CRM having too many requests queued or being under heavy load. Wait a few minutes and retry the sync. If this error occurs regularly, contact your CRM administrator to investigate server capacity or connection pool settings. For Salesforce, you can also check the Salesforce Status page for any active performance issues.
API Request Limit Exceeded
Category: CRM Server Error
Your CRM's API request limit was exceeded. This means Act-On's sync activity is consuming more API calls than your CRM account allows within the allotted period. Review your CRM's API usage limits and compare them against your total sync activity across all integrations using that account. You may need to upgrade your CRM API limit tier, reduce sync frequency in Act-On, or consolidate integrations. Contact Act-On Support for help optimizing your sync configuration.
CRM In Admin Only Mode
Category: CRM Server Error
Your Microsoft Dynamics 365 instance was in Admin Only mode when Act-On attempted the sync, which restricts access to administrator accounts only. This mode is typically enabled temporarily during maintenance or upgrades. Wait for Admin Only mode to be disabled in Dynamics, then retry the sync from Act-On. If you are unsure when Admin Only mode will be lifted, contact your Dynamics administrator.
CRM Under Maintenance
Category: CRM Server Error
Your CRM was undergoing scheduled maintenance when Act-On attempted the sync. This is a temporary condition. Wait for the maintenance window to complete and then retry the sync from Act-On. If you are unsure when maintenance will end, check your CRM's status page or contact your CRM administrator.
CRM Rejected Access Token
Category: CRM Server Error
Microsoft Dynamics 365 rejected Act-On's access token while the push was running. This can happen if the app registration, client secret, or application user changed in Azure or Dynamics during the sync. Retry the sync first. If it fails again, check the connector in Act-On under Settings > Connectors, and have your Dynamics administrator confirm the application user is still active and has its security role assigned.
Converted Lead Lookup Failed
Category: CRM Server Error
The lead has been converted in Salesforce, and Act-On tried to find the contact it was converted to, but Salesforce did not answer that lookup. This is usually temporary. Retry the record. If it fails again, run a manual CRM sync to bring the converted contact's ID into Act-On, then retry.
CRM Rejected Record Without a Reason
Category: CRM Server Error
Your CRM rejected the record but did not say why. Retry the record once, since this is sometimes temporary. If it is rejected again, ask your CRM administrator to check the CRM's logs around the time of the failure, and contact Act-On Support with the error details and timestamp.
Act-On Record Issue
Act-On List Missing Column
Category: Act-On Record Issue
The Act-On list that is pushing records to the CRM is missing a column (such as Email) that is either mapped to a CRM field or is required to match records in the CRM. Without this column, Act-On cannot identify which CRM record to update. To resolve this, add the missing column to the Act-On list schema under the list settings, ensure the column is populated with data, and re-run the sync.
Act-On Record Missing Value
Category: Act-On Record Issue
The specific Act-On record does not have a value in the referenced column, which is required to match it to a record in your CRM. Locate the record in your Act-On list and add a valid value, then re-push the record. If this is happening in bulk, review your list import or form settings to ensure email is always required before records are added.
Act-On Record Bad Value
Category: Act-On Record Issue
A value in the Act-On record contains invalid data — for example, a CRM Campaign ID field may contain concatenated or malformed ID values rather than a clean CRM record ID. This can also be caused by a misconfigured form parameter or an Act-On Automated Program that is appending extra data to an ID field. Review the record for the field identified in the error and check whether the source form or program is generating correct values. Correct the value and re-push, or contact Act-On Support for help diagnosing the root cause.
Data Management Configuration Error
Category: Act-On Record Issue
There is a problem with the Data Management configuration for your NetSuite integration in Act-On — specifically with how company or account records are mapped. If you are pushing records from a form submission and including Company Name, Act-On may not be able to create the associated Customer record. Please use an Automated Program triggered off the form submission list to push records to NetSuite instead, and specify that you want to create a Contact and a Customer. Please contact Act-On Support for assistance if needed.
List Configuration Error
Category: Act-On Record Issue
Act-On attempted to push a record as a Lead, but the Salesforce ID in the record belongs to a Contact (or another non-Lead object type). This typically indicates a list configuration issue where Contact IDs have been added to a list or workflow intended for Leads. Review your Act-On list and the workflow or program that populates CRM IDs to ensure the record types are consistent. Contact Act-On Support if you need help resolving the configuration.
Act-On List Missing Record Type Mappings
Category: Act-On Record Issue
Act-On has no list columns mapped for one of the CRM record types in this push, so the record was not sent to your CRM. This is an Act-On issue - please contact Act-On Support.
Act-On Record Missing CRM Id
Category: Act-On Record Issue
The Act-On record is missing its Microsoft Dynamics 365 record ID, or the value is not a valid Dynamics ID (a GUID, in the format xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx). Act-On needs this ID to know which Dynamics record to update. Run a manual CRM sync to bring the correct ID into Act-On, or correct the External ID field on the record. If the record should be created as new in Dynamics, clear the External ID and re-push.
Deal Contact Not Linked
Category: Act-On Record Issue
Act-On could not link a deal contact to its contact in Microsoft Dynamics 365. This usually means the contact has not been synced to Dynamics yet, or was deleted or merged in Dynamics. Make sure the contact exists in Dynamics and has synced to Act-On, then retry. Contact Act-On Support if the error continues.
Act-On Internal Issue
Act-On Internal Error
Category: Act-On Internal Issue
An unexpected internal error occurred within Act-On during the sync. Please contact Act-On Support and provide the error details and the timestamp of the failure so the team can investigate.
Act-On Transient Error
Category: Act-On Internal Issue
An internal error occurred in Act-On, but the operation may succeed if retried. Please try running the sync again. If the error continues to occur, contact Act-On Support with the error details and timestamp for further investigation.
Unrecognized Record Type
Category: Act-On Internal Issue
Act-On could not determine which type of CRM record (for example, Lead or Contact) this record should be sent as, so it was not sent. This is an Act-On issue. Please contact Act-On Support with the error details and timestamp.
Record Could Not Be Prepared
Category: Act-On Internal Issue
Act-On could not convert this record into the format your CRM expects, so it was not sent and nothing changed in the CRM. Retrying will produce the same result. Please contact Act-On Support with the error details and timestamp so the team can investigate.
CRM Result Count Mismatch
Category: Act-On Internal Issue
Your CRM returned a different number of results than the number of records Act-On sent, so Act-On cannot tell which records were saved. Check the affected records in your CRM before retrying, to avoid creating duplicates. Please contact Act-On Support with the error details and timestamp.
CRM Result Unreadable
Category: Act-On Internal Issue
Act-On could not read your CRM's response for this record, so it cannot tell whether the record was saved. Check the record in your CRM before retrying, to avoid creating a duplicate. Please contact Act-On Support with the error details and timestamp.
Unknown
Unknown Error
Category: Unknown
Act-On was unable to classify this error. Review the original error message for any details that may point to the cause. If you are unable to resolve the issue from the error text, contact Act-On Support and provide the full original error message along with the affected account and timestamp.
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