Troubleshooting Salesforce.com Integration

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Q: Which objects/record types have the Sync option?

A: You can use Sync options in the following Salesforce objects: Customers, Leads, Contacts and Opportunities. 

 

Q:Where can I locate my Org ID in Salesforce CRM?

A:  Follow the steps below to locate the Org ID:

  1. Click your account name in the upper right hand corner of salesforce screen and select Setup.
  2. On the left hand panel, under the Administration Setup section, click the arrow next to Company Profile to expand the menu.
  3. Click Company Information.
  4. You can view your Organization ID in the Salesforce.com Organization ID field.

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Q: Except the administrator, why are other users not able to see InsideView mash-up?

A: To allow other users to view the InsideView mash-up, you need to uncheck the “Lock sessions to the IP address from which they originated” option in the Salesforce Session Settings. To do so:

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the Administration Setup section, click the arrow next to Security Controls to expand the menu.
  3. Click Session Settings.
  4. Under the Session Settings section, uncheck Lock sessions to the IP address from which they originated.

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Q: How do I remove the Opportunity Alerts from my Salesforce.com homepage?

A:
To remove Opportunity Alerts from your Salesforce homepage, follow the steps below:

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the App Setup section, click the arrow next to Customize to expand the menu.
  3. Click the arrow next to Home.
  4. Click Home Page Layouts.
  5. On the Home Page Layouts page, click Edit next to InsideView home.
  6. On the Edit Home Page Layout page, under the Select Wide Components to Show section, uncheck Opportunity Alerts.
  7. Click Next and click Save.

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Q: I’m getting the following error message during Account Sync: “Sync Account Data
Sorry, Salesforce.com had a problem while updating this account. Please try again later.”


A: The only time such a problem occurs is when Date field type is marked as required in the Salesforce Page Layouts settings. Follow the steps below to fix the issue:  

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the App Setup section, click the arrow next to Customize to expand the menu.
  3. Next, click the arrow next to Accounts.
  4. Click Fields.
  5. Under the Account Custom Fields & Relationships section, click Edit next for Date.
  6. On the next page, under the General Options section, uncheck Always require a value in this field in order to save a record.
  7. Click Save.

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Q: I’m getting the following error while exporting information from InsideView to my Salesforce CRM. 

“There was some problem while performing this operation - Invalid username, password, security token; or user locked out. Are you at a new location? When accessing Salesforce--either via a desktop client or the API--from outside of your company’s trusted networks, you must add a security token to your password to log in. To receive a new security token, log in to salesforce.com at http://www.salesforce.com and click Setup | My Personal Information | Reset Security Token... Please contact support for assistance.”

A: To export information from InsideView to Salesforce CRM, you need to use your security token along with your Salesforce.com password.  

  • If you already have your security token, use it as follows during the export:

    For example, if your Salesforce.com password is abc and the security token is 123, the password you’ll need to enter while exporting the data is abc123. Please remember that your Salesforce.com password is case sensitive.
  • If you do not already have a security token, or your current token is not working, follow the steps below to obtain a new one:
  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the Personal Setup section, click the arrow next to My Personal Information.
  3. Click Reset my Security Token.
  4. On the Reset Security Token page, click the Reset Security Token button.

 The new security token will be sent to the email address associated with your account.  

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Q: I’m getting the following error message while trying to export company/contact information to my Salesforce CRM:TotalRequests Request Limit exceeded..? Or There was an error while exporting data to your CRM. Please try again later.”

A: This error occurs when you may have exceeded the export limit set by Salesforce.com. Salesforce implements certain export restrictions based on the edition of the Salesforce CRM you are using. 

To reset the export restriction for your account, you need contact your Salesforce administrator. You can also contact Salesforce customer support at support@salesforce.com for help.

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Q: Can I block the import of new contacts from InsideView to Salesforce?

A: You can block new contacts from being imported to Salesforce under the Salesforce User Settings. Please note that InsideView inherits the security privileges and data governance policies set up in Salesforce.

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Q: How can I remove specific users across various profiles from accessing InsideView?

 A: It is possible to restrict specific users across various profiles from accessing InsideView in the Enterprise, Unlimited, or Developer editions of Salesforce.com.

 Follow the steps below to do so:

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the App Setup section, click the arrow next to Customize to expand the menu.
  3. Click the arrow next to the tab in which InsideView is installed.
  4. Click Page Layouts and then click Edit.
  5. Click the arrow next to Save and then click Save As.
  6. Save it with a relevant name. For example: Account Layout with InsideView.
  7. Repeat this for all the tabs in which InsideView is installed.
  8. Next, on the left hand panel, under the Administration Setup section, click the arrow next to Manage Users to expand the menu.
  9. Click Manage Users and then click Users.
  10. On the All Users page, identify the user that you want to restrict from accessing InsideView. Also note their user profiles.
  11. Click the link to the user profile that you want to change. 
  12. On the user profile page, click Clone.
  13. Give the new profile a relevant name. For example: Standard User with InsideView.
  14. Next, click View Assignment for the page layout from which you want to remove InsideView app.
  15. Assign the new page layout for the new profile.
  16. Remove the InsideView mash-up from the original page layout.

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Q: How to resolve the following error message:  “API access (which is required for exporting data from InsideView) is either disabled for your organization or is not available in your edition of Salesforce.com. Please ask your Salesforce.com administrator about enabling API access.”

A: The error messages occurs in the following two cases:  

  • You are using the Group or Contact Manager Editions of Salesforce.
  • You don’t have Sync/Export permissions.

Please note that InsideView does not support Sync/Export in the Group and Contact Manager editions of Salesforce. If you are using a different edition and still getting the error message, you need to contact your Salesforce administrator to enable sync/export permissions.

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Q: I’m getting the following error message while trying to export data to my CRM:“There was some problem while performing this operation – You do not have access. Please contact support for assistance.”

A: This error occurs when you are not granted permissions to import data into Salesforce. Contact your Salesforce administrator for permissions to import.

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Q: How to resolve the following error: This feature is not available in the current version of your InsideView package. Please upgrade to the latest version of InsideView to get full access.”

A: It’s time for you to upgrade to the latest version of InsideView. Note that you do not need to reinstall the S-Controls to upgrade. Please follow the steps below to upgrade to the latest InsideView package:

  1. Open http://sites.force.com/appexchange/listingDetail?listingId=a0N300000016a6MEAQ.  
  2. Click Get It Now and then click Login to the App Exchange.
  3. Enter your Salesforce.com username and password.
  4. Click Get It Now.
  5. Follow the wizard to complete the installation.

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Q: How to resolve the following error: There was some problem while performing this operation - cannot log in from current domain. Please contact support for assistance."

A: This error may occur when the IP addresses of InsideView have not been added to the Trusted IP addresses in Salesforce CRM. To check if the InsideView IPs have been added to your account, follow the steps below:

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the Administration Setup section, click the arrow next to Security Controls to expand the menu.
  3. Click Network Access.
  4. On the Network Access page, check if the following IP addresses are listed under the Trusted IP Ranges: Start IP: 52.4.63.192 and End IP: 52.4.63.223. Another IP range (Start IP: 64.56.203.0 and End IP: 64.56.203.255)
  5. If the specified IP addresses are not added, click New and enter them.

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Q: How to resolve the following error: "There was some problem while performing this operation - insufficient access rights on object id. Please contact support for assistance."

A: This error occurs when you do not have sufficient privileges to import new contacts in to your Salesforce CRM.  You will need to contact your Salesforce administrator for import permission. Once you are granted the permission, you will be able to successfully import InsideView contacts into Salesforce.

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Q: I’ve installed the InsideView app in Salesforce CRM. During installation, I’ve checked the option to make the application visible to Admin only. We have Visualforce pages installed in our app. Now, other users are seeing the following error message in the InsideView section: “Insufficient Privileges. You do not have the level of access necessary to perform this operation…”

A: To fix this, you need to enable access to appropriate Visualforce components for the user profiles.

Please follow the steps below to do so:

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the App Setup section, click the arrow next to Develop.
  3. Click Pages.
  4. Click the Security link next to InsideView Account Connector.
  5. Add the appropriate profiles to the Enabled Profiles box.
  6. Repeat Steps 5 and 6 above for the following:
  • InsideView Contact Connector
  • InsideView Lead Connector
  • InsideView Opportunity Connector

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Q: I get an error message "Invalid Session ID" when trying to export company or person from InsideView to Salesforce.com.

A: Please follow the steps below to resolve this issue:

  1. Close all open browsers.
  2. Launch InsideView mash-up from Salesforce to start a new session.
  3. Perform the export function again.

If the problem persists, request your Salesforce administrator to confirm that the Lock sessions to the IP address from which they originated option is unchecked in the Session Security settings of Salesforce.

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Q: I’m getting the following error when I try to export contacts to Salesforce.com: “Looks like we ran into an issue 
There was some problem while performing this operation - A duplicate value was specified for field 'AccountId' in object 'Contact', duplicate value..."

A: Please follow the below steps to resolve the issue:

  1. Click your account name in the upper right hand corner of your screen and select Setup.
  2. On the left hand panel, under the Administration Setup section, click the arrow next to Manage Users.
  3. Click Profiles.
  4. Select the profile you want to edit.
  5. Scroll down to the Record Type Setting section.
  6. Click Edit next to Accounts and select any record type except the Parent Account.
    Doing so, the parent account record type would not be considered anymore and the sync/export function should work well for all the new accounts.

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Q: How do I access InsideView from my saleforce.com account?

A: You simply need to click on any existing Account/Lead/Contact/Opportunity in Salesforce.com and you will be able to see the InsideView application embedded in the page. You can also launch the stand-alone application either by typing in your search term in the Search InsideView box, or by clicking the Open in InsideView link provided within the InsideView frame in the pages.

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Q: I’m getting this error message when I try to update the information for a Lead in my CRM: “There was some problem while performing this operation – cannot reference converted lead.”

A: This is an expected behavior. This error occurs when the lead you are trying to update has been converted in to an account (and is no longer a Lead.)

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Q: I'm getting the following message when trying to use InsideView: Hi there! You first need to access the InsideView CRM mash-up from within an Accounts/Leads/Opportunities page before using search. Don't have any existing Accounts/Leads/Opportunities? No worries, just create a test with any company or lead and check out the mash-up.

Still can't figure it out? Request help from our support team. Just make sure you give them the exact message you see here

 A: You just need to click the Accounts tab in your Salesforce, open an account, load the InsideView section of the page, and then go back to use the InsideView search box from the Home tab.

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Q: Some of the fields in my Salesforce CRM aren't showing up during the Contact Multi-Sync option.

 A: Only the following fields show up in the Sync UI during Contact Multi-Sync:

  • Salesforce.com fields that are mapped to InsideView fields.
  • Unmapped fields which are marked as “Required”.

 

Q: I'm getting an error when loading IV mashup in Salesforce. How do I resolve this issue? The error message appears as below:

 

A: The cause of this problem is a settings issue. The option “Lock sessions to the domain in which they were first used” may be checked, which is not allowing your CRM to contact InsideView. To resolve this issue, 'uncheck' this option by following the steps outlined below.  

  1. Navigate to Setup in salesforce.com
  2. In the Administer section, select Security Controls
  3. Click Session Settings under SecurityControls to display Session Settings page. 
  4. Deselect the Check-box Lock sessions to the domain in which they were first used, illustrated below

  1. Click Save. 

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