Overview

This guide will cover common troubleshooting scenarios should you run into any issues. If you encounter an issue not covered in this guide, please reach out to your dedicated Customer Success Manager for assistance.

Troubleshooting scenarios

Unable to successfully onboard

Verify the Correct User and Instance

Make sure pop up blockers and ad blockers are disabled when attempting to authorize.

Make sure the user is not already logged into a Salesforce instance. This will prevent active sessions from accidentally being used to authorize.

This is important because we have noticed in recent issues that the user never went to a Salesforce login page.

Confirm that the username provided matches the one in the Salesforce instance the customer is trying to connect to. This includes ensuring it’s targeted to the sandbox if that’s the intended environment.

Verify the user is logging into the correct URL. Sometimes, users might log into the production environment instead of a sandbox environment, or vice versa.

Verify User License

Confirm that the user has an active Salesforce license and is not locked or deactivated.

Ensure that the license type allows API access which is required for integration (e.g., Salesforce, Salesforce Platform).

Verify Profile and Permissions

Check the user’s profile for any restrictions that might affect API access, such as profile-level IP restrictions or limited login hours.

Confirm there are no session settings that might inadvertently restrict API connections.

IP Restriction Issues

Verify Global Security Settings

Double-check that the network access settings (Setup -> Security -> Network Access) include the correct IP ranges for your application servers.

IP’s to whitelist:

• 54.218.192.166
• 52.35.178.148
• 34.223.158.171

Verify Connected App Settings

Review and possibly adjust the IP relaxation policy on the Connected App. If set to "Enforce IP restrictions," ensure your IPs are correctly listed or consider setting it to "Relax IP restrictions" if policy allows.

Under "Permitted Users," make sure it’s set appropriately. If it's set to "Admin approved users are pre-authorized," verify that the user’s profile or permission set explicitly allows access to the Connected App.

Enrichment Errors

Reach out to your dedicated Customer Success Manager as this is likely related to a customer-internal backend issue that requires custom troubleshooting.

Data Mapping Issues

Reach out to your dedicated Customer Success Manager as this is likely related to a customer-internal backend issue that requires custom troubleshooting.