Donors and Donations are not posting to Salesforce

[CnP.Support]

Good day!

The link to the Dropbox opens to the general Dropbox site. Are you sharing a video?

[jadekeena]

Yes sorry please see this link: https://www.dropbox.com/s/0ju576gy9i...36-47.avi?dl=0

[jadekeena]

Some things to note:
1. I started with Boston went through and connected each account, ending with Washington DC
2. I then circled back and logged into each account again, starting with Boston. You'll see that Boston was not connected
3. You'll see that Chicago, which was connected on the first pass, was disconnected by the second go around
4. I noticed that the last FOUR accounts (San Francisco, Seattle, Twin Cities, and Washington DC) stayed connected at the end of the second go around.
5. I then went back up to Boston for the 3rd time and logged in and connected that account.
6. After connecting Boston again, you'll notice that San Francisco disconnected. The other 3 accounts that stayed connected (Seattle, Twin Cities, and Washington DC) stayed that way.

It looks like I'm only able to have 4 connected accounts simultaneously. When I went back on the third round to connect the Boston account, the San Francisco account (the longest-connected account at that point) became disconnected.

[CnP.Support]

Good day!

I see you use [email protected] and your email as users. Is there a difference between these 2 users? Are they both admin & active?

[jadekeena]

Yes both are admin and active. [email protected] is our organization admin account used for all automation, in the event of any turnover with an individual and their account (in this case, me).

[CnP.Support]

Good day!

Is it OK if we connect all your accounts to one of our demo accounts for testing? We have to test this as we do not see this behavior elsewhere.

[jadekeena]

Sure no problem! Please just leave the Minds Matter National account (27184) alone as it's our only account that hasn't had this problem. Let me know if i can provide any additional info! Good luck with testing!

[CnP.Support]

Good day!

I just reviewed the account and 27184 is disconnected. This is the first time I am logging into this account.

Just letting you know.

[jadekeena]

Womp OK thank you for letting me know; I had been hoping that one would be left unscathed but I guess it makes more sense that it wouldn't be!

[CnP.Support]

Please give me a few minutes to see if I can connect all these accounts to our demo. That will give us a clearer view of your account.

I will let you know shortly.

[jadekeena]

OK great thanks!

[CnP.Support]

@JadeKeena,

I think we have duplicated the issue. Strange..

Please connect your national account back and we are going to review this with the team tomorrow to determine what is going on. We have organizations with much larger number of accounts but in this case it is a bit strange.

Sorry for the inconvenience. I will update you tomorrow.

[jadekeena]

Glad you were able to replicate! I will update all accounts with our info now. Thank you for keeping me updated!

[CnP.Support]

Good day @JadeKeena,

Our update to OAuth2 appears to have caused this issue. Please see: https://success.salesforce.com/answe...a=BESTANSWERS&

We used to work with UserID, Password, Token combination. The method was problematic with expiring passwords every x number of days, typically 45 days. Clients were losing connection when their passwords were expiring. Switching to OAuth2 made it independent of passwords and as such removed the uncertainty around passwords. Given the old method is active in the background for backward compatibility those clients that are not using the new method are still active. This is why we have not heard back from the clients with large number of connected applications.

Strange limitation indeed.

We are working on a solution with potentially connection sharing among accounts.

Sorry for the inconvenience -- Salesforce limitations and hidden undocumented features makes us a bit uneasy at times..

I will keep you posted.

[jadekeena]

Great thank you so much!