Donors and Donations are not posting to Salesforce

[jadekeena]

The account link in C&P to Salesforce is "Not connected" - I verify, get connected, log out and back in and it's Not Connected again. NONE of our donations are posting to Salesforce and it looks like this has been going on for months. I have a support ticket open and C&P support has been so slow to respond. Ticket's been open for over a week now, and twice I have stopped receiving responses. THIS IS AN URGENT ISSUE rendering the C&P and Salesforce integration useless (and, effectively, rendering C&P useless for us). I need a resolution on this today. Would be great if Support would actually get back to me after another 3 days of complete silence.

[CnP.Support]

Good day!

May we have the support ticket number & the date it was submitted. Support email has a response time of 72 hours. With forum we aim for 24 hours. We also have daily office hours that you can attend in case the question is not answered per your expectation.

So let's review the instance.

Account # 27184



This account appears to be connected and we see no issues in the connection.

Please grant us login access to your Salesforce instance so we review the postback and the instance. Per first viewing we do not see any issues but logging to your account will help us figure out what is going on.

Sorry for your inconvenience - I am sure we can figure out what is going on.

[CnP.Support]

Good day!

In reviewing your Salesforce app I noticed that we have access. Please see below:




The C&P Data shows that all data has posted and you have payments almost every day. I also reviewed errors and do not see any errors in the system.

Do you have an order # that you expect to see in Salesforce but you do not?

[jadekeena]

Here's the case number: Case # #42470

We have several accounts, and 27184 is the only one that's been consistently working. Please check account number 27722 or 27726 to see the issue.

[jadekeena]

The ticket number is Case # #42470.

We have several accounts and 27184 is the only one that has been working consistently. Please check 27722 or 2776 to see the issue.

[CnP.Support]

Good day!

Please see:


se see:


The API update will break all connections as the instance ID changes. You have updated the API Class Library on 4/1

May I ask if you have tried to establish connection since then? I hate to ask since you say you have tried but want to make sure that you have tried establishing connection after the upgrade in all your accounts.

Salesforce ID changes for the application and we establish connection with the app. Once you upgrade the connection breaks and we state this in all of our update notices.

Please verify as we are investigating the issue.

[jadekeena]

I have tried to reestablish the connections since the updates. I log in and verify and they appear connected, and then when I log out and back in I get a Not Connected message again.

[CnP.Support]

Good day!

We have tested this many times and it works without any issues. I have connected both accounts to our DEMO account, logged out, logged back in, logged out, and have verified both accounts repeatedly without any issues.

Please go to account 27722 or 27726 and verify the connection. I am going to leave the connection alone so you can review but please note that it is connected to our test account in Salesforce so you need to change them.

Once you review please change the connection immediately. You may want to attend our office hour so we can review it with you if you still have issues.

[jadekeena]

OK I logged into both of those accounts. I can confirm that when I logged in, I saw a "Connected" message. I then replaced the credentials with our own, verified and received a "Connected" message. I logged out, then back in a few minutes later, and again there is a "Not Connected" message.

[CnP.Support]

Good day!

This is strange and does not make sense.

Are you able to attend office hours tomorrow so we can see what you are doing and why it is behaving. As I stated we have done this several times and connected both accounts to the same Salesforce instance without any issues.

Are you able to attend office hours tomorrow?

[jadekeena]

I can attend office hours. Quick question - Is there some kind of limit set on how many C&P accounts can be tied to a set of credentials/a single Salesforce login? I'm seeing a pattern in the way I cycle through these accounts when testing. For instance, I have accounts 1-12. I log in and connect them in order (account 1, then 2, then 3, etc.) Then I log in again to check them in the same order. I'm finding that if I connect account #13, log out and back in again, I see it's still connected, but when I look back to account #1, it's not connected. Is it possible that establishing a connection later in the sequence kicks an older connection?

[CnP.Support]

Good day!

No there are no limits. We have an organization with 1200 accounts.

There are no limits.

[jadekeena]

OK thanks. it possible for me to take a video of me going through this process and send that to you, rather than attending office hours? I'd love to work toward a resolution before tomorrow afternoon, and I imagine that my purpose in going to office hours is mainly to show what's happening, as I don't expect whoever's on office hours to be able to solve the problem on the spot.

[CnP.Support]

Good day!

If the person that handles the office hour cannot solve this, I am not sure anyone can.

But for now if you want to upload a video we can gladly review it.

[jadekeena]