Import Error: "There is a problem communicating with Salesforce. Please try again later or reach out to your administrator."

Symptom

While importing a CSV file into Outreach and opting to import additional data from Salesforce, users may encounter the error message: "There is a problem communicating with Salesforce. Please try again later or reach out to your administrator."

Applies to:

• Admins
• Users
• Prospects
• Accounts
• Opportunities
• Importing via .CSV

Resolution:

To resolve this issue, an Outreach Admin should follow these steps:

1. The error is often due to field mappings that reference fields that no longer exist in Salesforce. An Outreach Admin needs to review and remove these invalid mappings.

2. If the problematic fields are not easily identifiable, reach out to Outreach Support. They can assist in identifying which fields are causing the issue and guide you on how to remove or correct them in the CRM field mappings.

Cause:

This issue typically arises from:

• There are fields within the CRM Plugin's mappings that no longer exist in Salesforce, causing the communication failure.

• If the "Import additional data from Salesforce" option is selected, ensure that the CSV contains the correct Salesforce Object IDs. Specifically:

  • The CSV must include external IDs that match the records in Salesforce.
  • Ensure the IDs are in the required 18-digit format rather than the 15-digit format. Salesforce requires 18-digit IDs for proper record identification.

By addressing these causes, the import process should complete without errors.