Salesforce shows Paused or a stopped sync

The Salesforce row of Setup > Data sources reads Syncing, Paused or "Salesforce sync stopped on {date}", and the Salesforce page opened with Manage says the same under its heading.

Why it happens

Paused: every new connection starts paused, or someone in your workspace switched syncing off. The switch on the Settings tab reads Syncing paused.

Salesforce sync stopped: the switch still reads Syncing enabled, and the line under the Salesforce heading reads "Salesforce sync stopped on {date}" with the reason. When Salesforce needs a new sign-in, the row also reads Needs reconnecting. For example:

• "Salesforce signed Tapper out. Reconnect Salesforce to resume."
• "Your org used up its daily Salesforce API limit. Resume syncing once the limit resets."
• "The connected Salesforce user lost API access. Ask your Salesforce admin to restore it, then reconnect Salesforce."

Fix it

The row says Paused

1. With several protected entities, pick the entity in the switcher under the workspace name. Under Setup, select Data sources and press Manage on the Salesforce row.
2. On the Settings tab, check that Click ID field names a Salesforce field. Syncing needs one: until it is set, turning the switch on shows "Syncing was not changed. Try again." See Add the Click ID field to Salesforce leads.
3. Agree on the timing with your Salesforce admin: enabling begins a 12-month backfill that uses your Salesforce API quota.
4. Turn the switch on. It reads Syncing enabled and the status changes to Syncing. Tapper then syncs every 15 minutes by default, and Sync now in the page header runs a sync straight away.

The sync stopped

1. Press Manage on the Salesforce row and read the reason under the Salesforce heading.
2. If your org used up its daily Salesforce API limit, wait until the limit resets, then click Resume syncing.
3. Otherwise, fix the cause with your Salesforce admin. For example, check that the connecting Salesforce user can still sign in and has the access in the public guide Connect Salesforce.
4. Click Reconnect in the page header and sign in as a Salesforce user with that access. This restores the existing connection and clears the error.
5. On the Activity tab, each object's Last checked time moves on once syncing runs again.

If it still happens

Write to support@tapper.ai with:

• your workspace name and the entity name as it appears in the entity switcher;
• the status and any message under the Salesforce heading, word for word, or a screenshot;
• roughly when the sync stopped and anything that changed in Salesforce around then.

See How to get help from Tapper for what else helps.

Related

• Connect Salesforce (read-only)
• Add the Click ID field to Salesforce leads