The purpose of this article is to provide information to Outreach admins regarding the new user experience for CRM error logs.
Q: How often are error logs generated?.
A: CRM plugin error logs are regenerated hourly, at approximately five minutes past the hour. Error logs are not generated in real time. For Example: If an error occurs at 12:20 PM, it will not be available for download until approximately 1:05 PM (when the log file is next generated).
Q: How many CRM plugin errors can I access?
A: Error log files are limited to the past 90 days or 10K errors, whichever is fewer.
Q: What data are included in the error log files?
A: You can find the following data in the generated error logs:
|Time Stamp||References when the error occurred in the YYYY-MM-DD HH:MM:SS:MMM format.
Note: All error times are in UTC.
|External Type||References the CRM record type, if known, such as Lead, Contact, or Account.|
|External ID||References the CRM record ID, if known.|
|Internal Type||References the Outreach record type, if known, such as Prospect, Account, or Opportunity.|
|Internal ID||References the Outreach record ID, if known.|
|Error Message||Human-readable error message.|
|Job ID||References the Outreach sync job ID that generated the error. This information is useful to include when contacting Outreach support.|
Q: Can I customize the error log files?
A: No. File type (CSV), file name and data included is not configurable.
Q: Can I sort or filter my error logs?
A: Yes. To filter or sort your errors, download the CSV and then apply filters using Excel, Google Sheets or program of your choice.
Q: Do the log files contain other Outreach error logs?
A: No. The files only contain CRM plugin error log messages.
Q: What are the top common CRM plugin errors and what do they mean?
A: Refer to the following table for the most common error messages and the corresponding definitions:
|A prospect with this email address already exists in Outreach.||The creation of this prospect from the CRM was blocked, as the email address already exists on another prospect in Outreach.|
|Import Error. Validation Failed for "X" reason.||Sync from the CRM to Outreach failed due to an Outreach validation error. For example: The CRM value does not match an Outreach picklist value. The error message will explain what validation error occurred.|
|Your Outreach admins do not allow prospects with this email domain to be created. Please reach out to your Outreach admin to add this prospect.||Creation of prospects with this email address or domain has been blocked by an administrative rule in Outreach. To access the list of blocked email addresses or domains, log in to Outreach with an admin profile and then navigate to the Block Create of Prospects with an email address matching option under the Org section in the Settings panel.|
|There is an incorrect user mapping in the CRM plugin or the user associated with the prospect has not been mapped. Please review your plugin settings and try again.||The Outreach or CRM user is not mapped, or has been incorrectly mapped. This can also happen when attempting to sync Leads from the CRM that are assigned to group users, or 'Lead Queues', if the group user is not an Outreach user.|
|The "Description" field mapping has too many characters. The maximum length is "XXX" characters. Please decrease the length of the field.||Sync from Outreach to the CRM failed due to the Outreach field is longer than what the CRM allows.|
|You do not have the correct CRM permissions to adjust this field. Please request access from your CRM administrator.||The Outreach integration user has insufficient privileges to edit this field in CRM. Please adjust your CRM permissions for the Outreach integration user.|
Q: What if I don't see the Export button or the Export button is unavailable.
A: If the Export button is unavailable then there have been no CRM plugin errors in the past 90 days to report.
Q: My Error Log file only has "old" errors.
A: Error log files return CRM plugin errors over the past 90 days, up to 10K errors, whichever is fewer. The top of the log file will display the most recent error.
Q: How do I export CRM error Logs?
A: For more information on how to export CRM plugin error logs, refer to the How To Export CRM Plugin Error Logs article.