Troubleshooting contact not sync’ing

Hi @pbaddock, thanks for your message,

Could you provide the url where you see this happening?

Hubspot may try to update a existing contact if its detect this submission is coming from a existing customer

Best regards

https://www.capitalclaims.com.au/free-estimate-depreciation-deduction/ is the URL with the forms. I might normally suspect the ElementsKit advanced tab component I am using to include 2 forms but per my original comment – pretty much ALL enquiries are coming through the hubspot ok – so it’s only occassionally one does not reach hubspot.

The enquiry in this case was for a brand new lead without (any apparent?) previous contacts – I would have expected if the details had gone into a different contact in hubspot (based on that user’s browser having been cookie’d in the past) that my searching based on email and phone would have shown that but it does not – searches only return the contact our sales team manually created after we spotted this issue.

So my assumption is that in this case perhaps a transient connection issue between website and hubspot might be at play but I can’t find any obvious way to setup logging or other tracking of what might have gone wrong – so before I ask my devs to get into plugin code and trying to create such logging for us to monitor the situation – i was checking to see perhaps if such facilities for troubleshooting exist already or even any logging or tracking at the hubspot end? Appreciate any assistance!

Thanks for such a detailed answer.

I could identify your portal Id based on the URL provided, I will check for failing API calls on our end. This process may take some time. I’ll keep you updated.

Best regards

The portal id is 2354195.
Your checking would be greatly appreciated – thankyou!
Another one failed: Friday, 11 November 2022 9:13 AM (Australian Eastern Standard Time +10GMT) – email of lead was [email protected]

Hi @pbaddock I believe I may have found a possible reason

Currently your website is caching the Hubspot script loader at https://www.capitalclaims.com.au/wp-content/cache/min/1/2354195.js, which I observe causes the js.hscollectedforms.net/collectedforms.js to not load immediately – which is the script responsible for capturing form submissions. You can see this if you refresh your page

My suggestion is to not cache the Hubspot script loader

Let me know if this helps
Best regards

Ahh awesome – thanks so much for that reply. I’ll adjust the settings on that now – thankyou!