Error on Sync: Salesforce – Error on Custom Fields Retrieval

Overview

Have you encountered an error similar to the one below?

ERROR  
Error on sync: Salesforce: Error on custom fields retrieval.

This error is generated by the Salesforce API, not SyncApps directly. In most cases, it resolves automatically on future syncs. However, if the error persists, it usually indicates a permissions issue, API limitation, or an expired Salesforce integration user password.

This guide will help you identify the root cause and resolve it.

Why This Error Happens

Salesforce commonly returns this error due to one or more of the following:

Temporary Salesforce API overages or throttling
Field-level permission changes
Fields deleted or modified but still referenced in SyncApps
Expired password for the Salesforce Integration User
Permission issues on Campaign Response fields created by SyncApps

In many cases, nothing has changed on your end, even though Salesforce reports an error.

Step 1: Wait for the Next Sync (Important)

Before making changes:

Allow 1–2 future sync cycles
Salesforce often clears these errors automatically

If the error disappears, no action is required.

Step 2: Review Recent Salesforce Changes

If the error persists for more than a few syncs, check:

Were any custom fields deleted or renamed?
Were permissions or profiles modified?
Was the integration user altered or locked?
Were layouts updated recently?

Even small admin changes can trigger this error.

Step 3: Check Field-Level Permissions (Most Common Cause)

SyncApps creates and references Campaign Response fields in Salesforce. If permissions change, Salesforce may block access.

What to verify:

Go to Salesforce Setup
Locate the Campaign Response object
Check Field-Level Security
Ensure the SyncApps integration user has:
- Read access
- Edit access (where applicable)

If these fields are not visible to the integration user, Salesforce will throw this error.

Step 4: Check If the Integration User Password Expired

This is a very common cause, especially when using a dedicated Salesforce Integration User.

Example Salesforce error:

INVALID_OPERATION_WITH_EXPIRED_PASSWORD
The users password has expired, you must call SetPassword
before attempting any other API operations

When this happens:

Salesforce blocks all API access
SyncApps cannot retrieve custom fields
Sync fails repeatedly until resolved

Fix:

Log in as the Salesforce integration user
Reset the password
Update the password in SyncApps
Run the sync again

This exact scenario caused the error in a real customer case .

Step 5: Refresh Fields in SyncApps

After resolving permissions or password issues:

Open your SyncApps setup
Click Refresh Fields
Re-save the mapping (if needed)
Run a new sync

This ensures SyncApps pulls the latest Salesforce schema.

When to Contact Support

Please contact SyncApps Support if:

The error persists after completing all steps above
You are unsure which Salesforce user is used for the integration
You suspect Salesforce API limits or org-wide restrictions

When contacting support, include:

Your Setup URL
Approximate time the error started
Whether you use a dedicated integration user

Key Takeaway

This error is usually temporary or permissions-related.
If it does not self-resolve, it almost always points to field-level access or an expired Salesforce integration user password.

Still stuck? Share your Setup URL with support.

Check out the options below for contacting our support team and finding the answers you need to help you with your SyncApps integrations.

Help Center & Email is 24/7 to support@cazoomi.com | Live Chat & Phone is scheduled

FAQs

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