There are a number of things that can cause LeanData not to work. In this help article we will cover troubleshooting steps you can take to resolve some common issues.
No Valid Token User for LeanData
A token user allows LeanData to action upon Salesforce Objects by providing a user that we can operate under. You can reach out to LeanData Support, your Implementation Consultant or Customer Success Manager to check if your token is invalid.
The LeanData Product Has Not Been Enabled
You may run into this scenario if you’ve created a refreshed Sandbox or if you’ve just given us access to your Production instance for the first time.
To check the product status:
1. Open the LeanData Dashboard in Salesforce.
2. On the side menu, click on Admin to expand the menu.
3. Click on Settings and ensure that the LeanData Job Status is “Running” (as seen in the screenshot below)
If if the job status is not "Running", then please contact LeanData Support so that we can turn on the product on the backend for you.
Your LeanData Job Status May be Indicating a Problem with Your Lead Processing
- If you see a LeanData Job Status such as “Delayed,” that means that there may be other processes happening in your instance that is causing our job to slow down.
- If you see the status “On Hold,” that means that other applications in your Salesforce instance have taken all available slots, meaning LeanData won’t run until after your other applications finish their jobs.
- If you run into either of the above two situations, it’s best to reach out to your Salesforce admin to see if they should pause or stop these jobs so that LeanData can action on your Leads.
Check Audit Logs and Your Flowbuilder Graph
- Make sure to check Audit Logs to see if any Objects are being routed. You’ll want to check to see if a few Leads/Contacts/Accounts have been routed within the last hour. If they are routing correctly, then you may have an issue with a particular Lead/Contact/Account.
- Make sure that your New Lead/Updated Lead nodes are allowing Leads to be routed. You will want to check both nodes to see if your filters are excluding certain Leads. You may want to create a dummy Lead that fits the criteria in either of those nodes to test and see if it gets routed.
Check for Other Applications or Rules in Salesforce
- Make sure that you don’t have any applications in your Salesforce instance that could be actioning upon your Leads upon creation. Other applications could impact LeanData by blocking owner assignment, changing fields that LeanData checks for routing eligibility, and so forth. You can usually see this if other applications are affecting your Leads by checking against the Lead History (assuming you are tracking application actions).
- Check your Validation Rules (if you have any) that could be actioning on your Lead before we get a chance to route it.
Questions? Contact LeanData Support