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  • Salesforce Connection Failure

    Hello, I received an email today about a Salesforce update failure, saying "Sorry but we are having problem with your Salesforce account."


    Account Information:
    • Click & Pledge account name: 826NYC, Inc
    • Click & Pledge account #: 28295
    • Salesforce Organization ID: 00DA0000000BtjC

    The Salesforce connection is apparently fine and verified, but even when I reset it, there's a donation that came through that still gives an error as the status every time I manually try to post the transaction to Salesforce. What gives? This is urgent, as this is a rather large donation and needs to go through to Salesforce, thanks.

  • #2
    Would you please share order number for which you received the error? Do you mean data is not posting to your instance automatically and each time you need to post them manually?

    Your instance is versions behind if you allow us we will upgrade to latest versions which might resolve the issue as well.

    Release Notes: https://forums.clickandpledge.com/fo...-release-notes
    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


    • #3
      The order # is 28295-1905151219253071008. We've only had that one donation on the same day that I received that email message, so I can't say there is an "each time" yet. It didn't go through when it was originally posted, and each time I've tried to manually use your "Post to Salesforce" feature, it continues to have "error" as the result.

      Comment


      • #4
        Any updates on this?

        Comment


        • #5
          Good day @yusuke@826national.org

          I just reviewed your instance and noticed that there are 8 direct connections in your instance which is more than the limit. Please note that there is a limit of 4 direct connections to a Salesforce instance and once that limit has reached Salesforce disconnects the other connections. That is why we have introduced Shared connections where one account is set up as a direct connection and the others use the shared connection. This way you only update one account and leave the rest as shared. Shared accounts use the connection from the first account and anytime you update it all shared accounts will share that same update.

          Please use Shared connection instead of direct.

          Click image for larger version

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          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


          • #6
            Okay. I changed the connection type to Shared, tried "Post to Salesforce" with that specific order # and got an error yet again. So is there any other reason why I can't get this transaction to just post to Salesforce like it should?

            Comment


            • #7
              It looks like the parent account is NOT connected. Please login to the main account and re-establish the connection.

              Click image for larger version

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              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


              • #8
                I don't know why it shows up like that for you, because the whole time I've had this issue, it HAS been connected. I've tried posting to Salesforce with both a shared connection and a direct connection. In any case, I yet again directly connected it, but I'm having the same issue. Everywhere I've checked, the connection says ACTIVE.

                Click image for larger version

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                Comment


                • #9
                  Would you please re-establish the connection now with the System Administrator Profile in SF and let us know what you see?

                  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


                  • #10
                    Same result - still got an error.

                    Also, can you please upgrade our account if it hasn't already been upgraded? Thank you.
                    Last edited by yusuke@826national.org; Yesterday, 11:53 AM.

                    Comment


                    • #11
                      We have identified what going on. Here is the error we get while we are trying to insert the data into your instance:

                      Click image for larger version

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                      The above order#28295-1905151219253071008 has been processed from Connect VT by the following user: joshua@826nyc.org but the same user in Salesforce is Chatter user which is the reason it is not posting that data by that respective user.

                      However, moving forward you need to change the profile of that user in Salesforce to avoid such issues.
                      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

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