Authorization Required Error

[vsulkowski]

I had a "high priority" ticket (RMS-235-67578) started over two weeks ago by support that I never received an update on despite several emails and calls. I've now been instructed to post the same question I was told was being worked before in this forum. I am looking for some movement forward on a resolution or we will have to abandon the platform, which we would very much like to avoid.

I have attempted several times to follow the instructions for creating an event registration site precisely as described in the manual. In every instance, when I complete the process and attempt to load the public URL, I get an "Authorization Required" error message. Up until a week ago, I could still test the registration system by using the Active Site Home Page link, but now that does not work either.

The support agent who originally looked at the problem indicated that this error is normally a product of not following the post installation instructions correctly, but upon review determined that this was not the case in our instance. The registration system is completely built and ready to be tested, but it seems there is probably some setting that is impeding the pages from loading properly. This registration system is mission-critical for us, so I have opened a Salesforce case as well, but I believe it is an element of the event module that is having a problem. We would very much like this problem resolved; aside from this, we have always received exemplary support from C&P.

PS I have reviewed the forums for similar cases, and our case seems very similar to this: http://forums.clickandpledge.com/showthread.php?564-Site-will-not-come-up&highlight=authorization+required.

[CnP.Support]

Good day!

Sorry for the inconvenience.

In every instance of this error we have seen that the Post Install has not been followed:

http://manual.clickandpledge.com/Salesforce-Event-Post-Installation.html

Have you followed every step listed in the above post installation procedure?

[vsulkowski]

Yes, as I stated, we have retried the steps several times before and after the initial support contact to ensure accuracy. Since then I have also tried modifying some permissions and other aspects of the setup to attempt to make it work. The support agent had access to our system, reviewed the setup, and indicated it was not a problem with the post installation procedure and that developers would need to look at the problem. I will retry once again this afternoon, but I am positive there must be some other setting that is causing the error.

[CnP.Support]

Please try it and if it fails again let's set up a time that we can screen share and review your account.

Looking forward to hearing back from you.

[vsulkowski]

I just created a fourth site from scratch following the exact instructions as described in the Post Installation and the same error is generated. I also made sure we had the most up-to-date versions of every module before doing so.

[CnP.Support]

Good day!

We have spent a lot of time with your instance and frankly can't figure out what is wrong. All settings are correct but the page does not show. It seems like there is a conflict between other apps you have installed with the GUEST user permissions.

I just wanted to let you know that we are still working on it trying to find which application is blocking the GUEST user from seeing the public site.

[vsulkowski]

Thank you very much! At least that narrows down the problem. If you pinpoint which application or setting is creating the problem, I can try to disable the feature. Last year, for the same event, we had a third party developer create a public site that performed much the same functions as your event module (albeit quite terribly), so we know it can work.

[vsulkowski]

I don't know if this helps or complicates the issue, but two weeks ago, when we first starting working on building out the registration system, we could at least access and test it's functionality by clicking on the Active Site Home Page link under the Site Detail. Now that comes up with a page, but no data or functionality. To me that would indicate a problem with the application itself, but I'm not sure. Perhaps this helps point you in the right direction?

[CnP.Support]

Good day!

We finally figured out what is going on. This scenario will probably never happen again and is so particular to your case that is quite funny- if you find such things funny!

1: You had installed an earlier version and did NOT deploy it.
2: Salesforce released its new version and removed the deploy button so all packages will deploy automatically from now on.
3: You installed the upgraded EVENT and Salesforce installed it with the EXACT status of the old release you had - which was NOT deployed. Of course now there is no DEPLOY button to deploy the package and it stayed in the not deployed status.

We spent an hour with Salesforce regarding your account and went through every aspect and finally found out that the objects were not deployed. Of course this will NEVER happen again with any install in Salesforce since all installations will deploy automatically. Your case was one of those cases that nobody here could figure out why.

The easiest solution for us was to uninstall the package and install it again but you had created events so we could not delete your records.

We went in and deployed every object one by one and tested it.

Oh well! it works now.. please test it.

[vsulkowski]

Don't worry, we share your dark sense of humor. I figured the problem would be something simple but also difficult to locate; this fits both those criteria.

The page now loads (I deactivated the test site and activated the "clean" site we want to use for the event) and successfully navigates through until the third page (CnP_PaaS_EVT__EventRegistration_2), then the same error pops up again. It is possible that I didn't mirror something you did when I reactivated the site, but I'm pretty sure I completed all the steps properly.

Thank you so much for all the help. Hopefully the solution to this issue is now clearer and we can iron out this last problem fairly easily.

[CnP.Support]

Good day!

Here is an update so far:

The event is now working till the 3rd step but there appears to be a number of validation rules that you have on contacts and accounts. In our test we are getting the following error:

Update failed. First exception on row 0 with id 003C000001I1rk0IAB; first error: FIELD_CUSTOM_VALIDATION_EXCEPTION, A Household Contact's account must be a household

When someone registers for an event, the program creates a CONTACT and your validation rule is failing because of your internal constraints on creating an account. This needs to be addressed before an account can be created.

Please double check your validation rules and let us know how to proceed.

[vsulkowski]

Thank you. That matches what I was seeing internally and my suspicions given the issues we had with Convio's customizations when we initially installed the payments module. I have checked our validation rules and have narrowed it down to two places:

1) Setup > App Setup > Customize > Opportunities > Validation Rules. There are three rules set up here and they are the only custom rules outside of a managed package. I could be wrong, but looking at these I do not see a conflict with any of these three.

2) Setup > App Setup > Installed Packages > Luminate CRM > View Components. I ran a search for "Validation Rule" and got 21 results. I believe one of these rules needs to be inactivated to resolve the error, but am unsure which one and what, if any, side effects that might have (I doubt any, but thought I would ask).

Given what you know about the error message, can you pinpoint the validation rule(s) in question? I believe these are the only two sources of the error, as I see no other rules in play.

[vsulkowski]

I went ahead and deactivated all our validation rules and still get the authorization required error on the third page. Any ideas?

[vsulkowski]

I've found the solution. It was a problem in the site's guest user profile. Under Standard Record Type Settings > Accounts, Organization was set as the default instead of Household. Essentially, the guest user was trying to create a household contact record associated with an organization account record. I've tested it and we can proceed into the next page. I have no earthly idea why that would have been the default setting.

Final question: we do not see our old event - did you permanently delete it as part of your troubleshooting process?

[CnP.Support]

Good day!

Glad you found the issue. Sorry we could not find it for you.

I don't think we deleted the event - I know we created a new one to test. I will ask & let you know.

Looking forward to seeing your event set up in action. Please let us know when you are live so we can review it.