Salesforce Errors and Troubleshooting

Where To Find The Error Details

You will be alerted to these errors on your Administrator Dashboard:

To find out more details on the error(s) click the View Errors button which will bring you to the Salesforce Integration, specifically the Status Logs tabs where you will see the error(s):


Understanding Salesforce Logs And Status Logs

This section will outline Status Logs and Logs within the Salesforce integration.

Status Logs

Status Logs relate to the current state of one of the parts of the integration. This means that an error message in here typically means that one of the sections of the integration, or even all of them, are currently not working.

Status log messages have 3 columns of information:

a. Which aspect of the integration is affected ie. Referrals, Advocacy Activities etc.

b. Specific Error

c. Last time the error occurred

Logs

With the Salesforce integration, the "Logs" tab relates to Referral leads pushed to Salesforce. 

There are 3 important columns of information with each logged lead:

a. The time and date the lead was submitted.

b. The status of the lead - e.g. "Success" or "Failure" in reaching Salesforce. Plus, the option to retry failed pushes.

c. A button to view all the data about the Referral lead that was pushed to Salesforce, as well as the specific error message in the case of a failure.

This is what the result details open up to in the case of a "Failure":

Important Notes

If you see a "Failure" in the logs:

  1. You may need to fix the issue, or referrals will continue to fail to push to Salesforce. Please contact our support team for any help with this. 
  2. Once the issue is resolved, our support team can also manually resend that lead through to Salesforce so please ask us to do so.

Login Issues: Invalid username, password, security token; or user locked out

Solution: You have input an incorrect username, password, or security token. Please check your credentials and try again. 

A. Password And/Or Token Has Expired

You will need to reset your SFDC password and/or token and re-enter them into AdvocateHub. Here's how:

1. Click on your name in the top right-hand corner of Salesforce and choose My Settings

2. Click on Personal to expand the menu. From this menu, choose Reset My Security Token.

3. Click on Reset Security Token and your new token will arrive in your email inbox shortly thereafter.

To test this further, follow the below steps:

Head over to Salesforce and try logging in with the same login details that are used in the Configuration page connecting the Influitive - Salesforce integration. 

  • If you're not able to login, it could mean your password has changed or expired. If you haven't changed your password, then it has likely expired. You'll likely receive an email from Salesforce with the reset instructions. Once you have created a new password, you'll also likely receive an email with a new security token. Please try entering your new password and Salesforce token into the Salesforce integration page by clicking on Configuration. 

Note: To avoid this in the future, you may want to consider turning off your Salesforce password expiration. Salesforce automatically expires account passwords older than a certain age (for example 3 months). When your password resets, your integration with the AdvocateHub will immediately stop working. To fix this you will need to login to Salesforce and set a new password. You will also need to find out your new token (which changes when you reset your password). 

During this period, any leads submitted via the AdvocateHub will not be synced with Salesforce. Uh oh!

If you have administrative access to Salesforce you can do this yourself.  Otherwise,  you will need to forward these instructions to your Salesforce administrator. Here's how to turn off password expiration:

1. Login to Salesforce. 

2. Click Setup, in the top-right corner.

3. Under search on the left sidebar, type in Password Policies.

4. Click Password Policies.

5. Set User passwords  expire  in to Never expires.

6. Click Save.

  • If you are able to login, then the issue is likely API related. Luckily, this is very easy to confirm.
  • To verify an API related issue, check if you can log into the Force.com Explorer:
    • Download/update Adobe AIR
    • Then download and run the latest release of Force.com Explorer
    • Try logging in with the user associated to their Influitive Salesforce integration. For the password, enter your password and security token combined.

The tool uses the same kind of API access as our Influitive integration, so if you can log in there, you should be able to use all the same details to log into the hub.

B. API Access

The user you are using to log into the integration also needs the appropriate API access settings. Incorrect username / password errors can also indicate incorrect User Permissions settings for your API user.

To make changes to your user permissions, follow these steps to edit your "Permission Sets":

  1. Log into Salesforce as a System Administrator, or have your SFDC Admin do so.
  2. Along the top bar, click  Setup.
  3. On the left side, click  Manage Users. This will open further options below.
  4. Click  Users.
  5. Find and click the  Permission Set assigned to the user, under Permission Set Assignments.
  6. Scroll down, and click  System Permissions.
  7. Make sure  API Enabled is checked.

If it is not, click the small  Edit button above the Description column. Then, check the checkbox for API Enabled, then click Save, again above the Description column.

Note: This error message could also be caused by API limit for this Integration has been reached and the user is locked out of the Integration. Please reach out to your Salesforce Administrator so they can confirm if this is the issue. Contact Support (support@influitive.com) for further information on this API Limit Issue.

C. Salesforce Version Incompatibility

If the issue continues then your version of Salesforce could also be causing these errors to crop up.

Professional Edition users of Salesforce must have the integration via Web Services API enabled (typically not included in the default Professional Edition).

Enterprise Edition users of Salesforce should not experience any issues, and have full access.

If you are experiencing login errors, check with your  SFDC Account Manager to ensure your account has the correct privileges and access.


AdvocateHub__AdvocacyActivity__c: bad field names on insert/update call: 

AdvocateHub__Description__c, AdvocateHub__Status__c, AdvocateHub__Last_Activity_Date__c

Job: Advocacy Activity Update

Solution: Your SFDC user account requires write access to the AdvocacyActivities object fields; Activity Name, Status, and/or Last Activity Date. Contact your SFDC admin.


Contact: bad field names on insert/update call: 

AdvocateHub__Date_Added_To_AdvocateHub__c, AdvocateHub__Date_Joined_AdvocateHub__c

Job: Contact Date Update

Solution: Your SFDC user account requires write access to the following fields in the Contact record: Date Joined AdvocateHub, Date Added To AdvocateHub. Contact your SFDC admin.

Here is a more in-depth resolution of this error, specifically when hitting the error for AdvocateHub__Date_Added_To_AdvocateHub__c but it will be the same process if the error occurs on other fields.

Head over to Salesforce and log in with the same account that was used to configure the Influitive - Salesforce integration.

1. Go to Setup > Customize > Contacts > Fields

2. Click on Date Added To AdvocateHub

3. Click on  View Field-Level Security

4. Click on the Visible checkbox at the very top to make the field visible to all Salesforce profiles. Alternatively, you can exclude specific profiles, but you must include the profile that was used to connect to the Influitive Integration.

5. Next, head back to the Hub in administrator view, and follow the path   Integrations > Salesforce > Sync Advocacy Activities

6.Turn the switch off. After about 10 seconds, turn it back on.

7. Finally, to confirm everything has been fixed, switch back to Salesforce, and go to any contact you have inside your Hub. Look for the following fields to have a date filled in:

If the dates are filled in as shown, you can now clear the Dashboard error message by going to  https://hubname.influitive.com/corporate/integrations/providers/sfdc/edit and hitting Mark Resolved beside the error message.


Invalid Cross Reference ID

Job: Advocacy Activity Update or Lead Insert

Solution:

This error pops up when advocacy activity tries to sync with a deleted or merged Salesforce contact. The timestamp of the error is generally the time that the user did an activity and thus, cannot be synced to Salesforce. Therefore, you can search for the user and click on the "Lookup in Salesforce" button to see which user that got disconnected from the Salesforce contact record.

If you can't find the contact, please take a screenshot of the error message and contact support@influitive.com. Don't forget to include the screenshot in the message.


INVALID_TYPE: sObject type 'AdvocateHub__AdvocacyActivity__c' is not supported

Job: Advocacy Activity Update

Solution: If you are attempting to use a custom object, be sure to append the '__c' after the entity name. Please reference your WSDL or the describe call for the appropriate names.

Please install the AdvocateHub AppExchange package. You can find out how to do so in our handy installation guide

Here is a more in-depth walkthrough to resolve of this error:

Head over to Salesforce and log in with the same account that was used to configure the Influitive - Salesforce integration

1. Go to Setup > Administration Setup > Manage Users > Users

2. Click on the User’s name.

3. Click on the value in the Profile field (i.e. his user profile). See image:

4. Click on Object Settings.

5. Find and Click on AdvocacyActivities.

6. Click the Edit button at the top of the page.

7. Ensure your check boxes resemble this image:

8. Save the profile.

Note: Sometimes Permissions Sets override, so if the above doesn't work, try the below:

  1. Go to Setup > Manage Users > Permissions Sets.
  2. Find the Permission set which applies to the user's profile
  3. Click on the Permission Set name.
  4. Click on Object Settings.
  5. Find and Click on AdvocacyActivities.
  6. Click the Edit button.
  7. Ensure your checkboxes resemble this image:


Salesforce timed out : Net::ReadTimeout

Job: Bulk Contact Import

Solution: Contact Salesforce.com's support and request them to index the Date Added to AdvocateHub field.

The Salesforce team will need to your confirm the Query string, so you can let them know that you're looking to index this query:

SELECT Email, Id FROM Contact WHERE (AdvocateHub_Date_Added_To_AdvocateHub_c > 2010-01-01T00:00:00.000Z)


Insufficient access rights on cross-reference id

Job: Lead Push

Solution: On the Advocate's profile in the hub, hit the Lookup in Salesforce button.

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