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Troubleshooting Primary Integration Failure

Holly Jones
  • Updated

 

Getting one of these red banners in the Platform? Looks like the primary user on of your integrations has been disconnected. Without the primary user enabled, you could be missing fresh data so we want to get this reenabled as soon as possible. Since we want to make sure this is corrected quickly, this red banner will remain on your (and everyone else with this integration) screen until the primary user's integration is reenabled.

 

So what do you do now?

1. Determine which integration failed

Look to the far right of the red banner to find the name of the failed integration(s). You'll see something like "hubspot.com" or "salesforce.com", this is telling you where the failure occurred so we can get it reenabled! If you are the Primary User, skip ahead to reenabling the failed integration.

 

2. Contact the Primary User

You'll need to contact the primary user to resolve the error. Not sure who that is? Ask your admin or manager.

 

Reenable the failed integration: Primary User Only

Determine Error(s) and Follow Recommended Next Steps

  1. Click on Settings in the left nav

  2. Click on All Integrations

  3. Search for and select the application with the broken integration

  4. Click on User Management at the top of the page. Don't see User Management? Click on the More dropdown menu to find it there.

  5. Scroll to find your name (Primary)

  6. Next to the primary user, the error will appear in red font. The error will determine next steps.

Find the error you see in the table below to discover whether you can fix the error yourself, if it's an external service issue, or if you need to contact support for assistance. If the error is not listed, please contact support. Remember, when the primary user is disabled, other users of this integration could be missing out on vital data so it's best to move on this as quickly as possible.

Error

Next Steps

expired access/refresh token OR invalid_grant

 

Primary User - Reactivate to the integration:

  • From user management (steps 1-3 above) click three dots to right of error and click enable integration

  • Now click on the My Connection tab

  • Click activate and complete the authorization flow

Authorization Required

Primary User - Activate the integration

  • From user management (steps 1-3 above) click three dots to right of error and click enable integration

  • Now click on the My Connection tab

  • Click activate and complete the authorization flow

invalid client credentials OR {"error:"invalid_client", "error_description": "invalid client credentials"}

Invalid input of consumer/client credentials in the “advanced” section of the team integration settings. Remove all custom config from the “advanced” section.

Integration over API limit

Adjust the Intelligence360 API Limits for your CRM

Error Salesforce API usage over 95% OR TotalRequests Limit exceed

Reduce API calls in other systems, if the issue persists, contact support.

ETIMEDOUT

An external service is no longer available, wait until the external service is back online.

getaddrinfo ENOTFOUND (your SF Subdomain).salesforce.com (your SF Subdomain).salesforce.com:443 OR

internal_error

Check Salesforce Status

Once the primary user has reconnected with the integration, the red banner should stop appearing for other users and it's business as usual!

 

 

If you run into any issues, please contact support.

 

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