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  • No error information provided when salesforce login fails

    If login information to salesforce fails to work, in our case login info that had been formerly verified, the Click & Pledge Connect website provide no information as to the reason for the failure, just "Error". Since in this case there is of course no C&P Data record created in salesforce to help you track down the error, would it be possible to provide more information at Connect site. An error message of "Login Failed" instead of "Error" i suppose would be enough.

  • #2
    Good day!

    This information is always emailed to you in real-time.

    I will request this to be added to the next update due out in February. All these tabs and settings are being moved to Connect so we will make sure it has the right info.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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    • #3
      i don't think we got those messages, where are they sent?

      note that in our case, the login credentials were previously verified, via endpoint login.salesforce.com -- what happened was that salesforce switched our instance from na5 to na33 over the weekend, and even though we'd specified login rather than na5, i suppose the login credentials need to be re-verified in that case.

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      • #4
        Good day!

        Seems like we missed answering this post.

        OAuth is specific to the instance. If the instance changes we lose the connection since Salesforce will not redirect to the new instance.

        When you connect using OAuth you login to a specific instance. Once the login completes we save the instance URL so we can connect to it with each post. Once the URL changes we have no way of knowing what to connect to and when connecting to the old instance Salesforce declines the login.

        The failed messages are always sent to the email address listed in the notification section of the Salesforce connection tab in the portal.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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        • #5
          Attached screenshot is the email notification list you're referring to, right? I'm on the list. I didn't receive any emails for what was about 2 dozen failed posts from credential failures, and neither, to my knowledge, did the other recipients. Is there anyway you can check into what might have gone wrong, or can i provide any help by reproducing the problem?

          And, In any case, just in case that email fails for some reason, like whatever caused the failure this time, or, say if the recipient list were out of date, would it be much trouble to you to change the status code for the "SalesforcePost" column in the transaction listings at connect.clickandpledge.com from just "Error" to "Salesforce Login Failure" or similar? Normally when you see an Error here, you can look at the C&P Data record to find the error message. But, in this case of course no such record was created since the login failed, and it would be really helpful to know why, to know what he error was.



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          • #6
            Good day!

            We have tested this and it works without any issues. You may want see the following 2 articles just in case:The system will notify you in case of any error and we do not see any issues. Please keep an eye on this and let us know if you see this again as we are not seeing other reports and all tests are working.

            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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            • #7
              I checked the email delivery articles, and we seem in compliance there, and we've always received emails for donation receipts without problems.

              So, I still maintain we failed to receive email for the failed connection. Could it be that the case of an org switching instances happens to be an error condition your code doesn't catch and email? Have you checked?

              I did some tests in a sandbox, and found that for the first failed connection yesterday, that i triggered by deactivating the login on the salesforce side did send a proper email, once again confirming our error email options are set up correctly, and we haven't changed them recently.

              But, after reactivating the account and clickandpledge connection then later deactivating it, no emails were sent for subsequent donations. i tried this multiple times.

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              • #8
                Good day!

                The notification emails are not send continuously since it will create problem, in case connections go up and down by Salesforce. You do not want to be flooded with email.

                Emails for connection are sent once in 24 hours.

                Hope that answers your question.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  I think that explains it, it turns out I was working on synchronizing click and pledge transactions around the same time. Perhaps you don't send a message if the disconnect is triggered by a repost from connect.clickandpledge.com and then when the new errors came in, the disconnect had already happened by that or some other way I triggered it. I think we'd rather be flooded, we already get lots of email receipts, but I realize that may not work for all customers. It would still be nice then, if a OAuth connect error was highlighted in the transactions at connect.clickandpledge.com, please consider implementing.

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                  • #10
                    Good day @Sum3,

                    We will put the error reason as well as I don't think the error condition currently shows.

                    We show if a transaction has not posted in Connect. It is a column that states if the transaction has posted or not. Are you looking for any other indication?
                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment


                    • #11
                      For the "Salesforce" column when viewing transactions at connect.clickandpledge.com a value of just "Error" is shown for two fairly different cases. It's fine when the C&P Data XML information has posted to salesforce as you can check the error there. When the OAuth has failed and the connection is broken it would be great if this displayed something indicative like "Connect Error" so that you can more readily identify the problem, especially given that you only send one email per day (and that may have a problem like we had), this would let you see the connection errors piling up and help you realize the Saleforce login information over at portal.clickandpledge.com needs to be checked.

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