If you received an email that your Salesforce connection encountered an error, reauthorizing your connection often solves the problem. Below are several common errors and how to troubleshoot them. Additionally, you may need to contact your Salesforce admin to adjust a setting in Salesforce.
Common Errors:
✍️ Note
REST API access is only available on the Connector plan and Supernode plan.
To upgrade your account, visit the Plan & Billing page.
Over API Quota Limit
What happened? We paused our sync with Salesforce because your Salesforce organization has used up 80% or more of its daily Bulk API quota. (For most companies, many other services besides Crossbeam drive the majority of this quota usage.) We pause our sync at this percentage as a safety precaution so we don't push your organization over its limit and interfere with critical Salesforce functionality. We'll try to sync again the next day when the limit is reset.
What does the error look like?
Below is an example of the error.
Salesforce has reported 189737/218000 (87%) total REST API quota used across all Salesforce Applications. Terminating data sync to not go past configured percentage of 80% total quota.
What do I do? If this is your first time getting this error, then you may not need to do anything. If you've received this error more than once, it may be time to reach out to your sales ops team to see what all is impacting your Bulk API quota limit.
API Current Disabled
What happened? We were unable to sync with Salesforce because the user that authenticated Salesforce does not have API access in Salesforce.
What does the error look like?
Below is an example of the error.
API_CURRENTLY_DISABLED: API is disabled for this User
What do I do? You can reauthorize the Salesforce connection with a user that has API access, or you can ask your Salesforce admin to give API access to your existing user in Salesforce.
API Disabled for Org
Below are two variations of this error:
API_DISABLED_FOR_ORG: The REST API is not enabled for this Organization
What happened? We were unable to sync with Salesforce because your Salesforce organization does not have API access.
What was the error?
Below is an example of the error.
API_DISABLED_FOR_ORG: The REST API is not enabled for this Organization.
What do I do? You will need to reach out to your Salesforce admin to ensure your Salesforce org has API access.
API_DISABLED_FOR_ORG: limits resource is not enabled
What happened? We were unable to sync with Salesforce because your Salesforce organization does not have API access properly configured.
What was the error?
Below is an example of the error.
API_DISABLED_FOR_ORG: limits resource is not enabled
What do I do? You will need to reach out to your Salesforce admin to ensure your Salesforce org has both the API enabled and "View Setup and Configuration" system permissions enabled. This error is likely because do not have "View Setup and Configuration" system permissions enabled.
Please Note: The user who is authenticating the Salesforce connection in Crossbeam must have "View Setup and Configuration" system permissions enabled on their Salesforce user profile.
Invalid Grant
Below are two variations of this error:
Invalid_grant: expired access/refresh token
What happened? We were unable to sync with Salesforce because we no longer have access to your Salesforce instance.
What was the error?
invalid_grant: expired access/refresh token
What do I do? You will need to reauthorize your Salesforce connection in Crossbeam.
Invalid_grant: inactive user
What happened? We were unable to sync with Salesforce because the user who originally connected Salesforce to Crossbeam does not have access to Salesforce anymore. The user may have been deactivated or removed from the org.
What was the error?
invalid_grant: inactive user
What do I do? You can reauthorize the Salesforce connection with a new user, or you can ask your Salesforce admin to verify that the user that is currently authenticated has access to your Salesforce org.
REQUEST_LIMIT_EXCEEDED: TotalRequests Limit exceeded.
What happened? We were unable to sync with Salesforce because your Salesforce organization has used up all of its daily Bulk API quota. (For most companies, many other services besides Crossbeam drive the majority of this quota usage.) We are not able to sync your data at this time. We'll try to sync again the next day when the limit is reset.
What was the error?
REQUEST_LIMIT_EXCEEDED: TotalRequests Limit exceeded.
What do I do? Check your API quota in Salesforce by heading to: Setup -> Environments -> System Overview. Your team can increase the quota, or see what other tools are taking up the majority of your daily quota.
UnknownHostException: invalid instance url
What happened? This error is caused by a system outage or interruption on Salesforce's end. You are being notified because we tried to sync your data for an update, but weren't able to because of the Salesforce server issue.
What was the error?
UnknownHostException: invalid instance url
What do I do? Head to Salesforce's Trust Status page for more information regarding the error. Rest assured that your data is still in Crossbeam and useable during this Salesforce sync issue. Once Salesforce corrects the problem, the error message will be removed without any need to re-authorize your connection in Crossbeam.
NOT_FOUND: The requested resource does not exist
What happened?
The Salesforce instance that was previously authorized with Crossbeam either does not exist anymore, OR current the person that authorized it does not have permission to do so anymore. This could have happened if the person that set up the connection left your company, or had Salesforce API permission revoked.What was the error?
NOT_FOUND: The requested resource does not exist
What do I do?
Another user with API permission can reauthorize the connection under the Salesforce Settings within Crossbeam.
OAUTH_APP_BLOCKED: salesforce admin needs to unblock crossbeam oauth app
What happened? The Crossbeam Oauth app has been blocked from accessing the Salesforce environment.
What was the error?
OAUTH_APP_BLOCKED: salesforce admin needs to unblock crossbeam oauth app
What do I do? Contact the Salesforce Admin.
In Salesforce, the Admin should:
Navigate to Setup > Apps > Connected Apps > Connect Apps Oauth Usage
Locate the Crossbeam row in the list
Under the action column, click Unblock
This ensures the Crossbeam app is re-enabled and can connect.