Troubleshoot: Demandbase and Salesforce Integration Errors

How to resolve the error: API access 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.

The error messages occurs in the following cases:

1. You are using the Group or Contact Manager editions of Salesforce.
2. You don’t have Sync/Export permissions.

Demandbase does not support Group and Contact Manager editions of Salesforce. If you are using a different edition and still getting the error message, contact your Salesforce administrator to enable sync/export permissions.

Why do I see this error when opening an Account: Apex Class

Create and add an apex class permission set to the user by following these steps:

1. In Salesforce, go to Setup > Permission Sets.
2. In the Permission Set page, click New.
3. Enter Label and API Name as "Demandbase" and click Save.
4. Click Apex Class Access and click Edit.
5. Add the following Apex Classes:
   • iv.IVSCanvasListener
   • iv.IVSCanvasListenerTest
6. Click Save.
7. Click Manage Assignments > Add Assignments.
8. Select the users affected by the Apex Class error and click Next.
9. Select an expiration option and click Assign.

Why do I see this error when trying to update information for a Lead: There was some problem while performing this operation – cannot reference converted lead.

This behavior is normal. The error occurs when the Lead you are trying to update has been converted to an Account and can no longer be updated as a Lead.

Why do I see this error when trying to to export contacts to Salesforce: “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..."

1. In Salesforce, go to Setup > search for Profile.
2. Select the profile affected by the error.
3. Scroll down to the Record Type Setting section.
4. Next to Accounts, click Edit.
5. Select any record type except Parent Account. 

Going forward, the Parent Account record type is excluded and new accounts can be synced.

How to resolve the error: Insufficient Privileges. You do not have the level of access necessary to perform this operation…

1. In Salesforce, go to Setup > Visualforce Pages.
2. Scroll down InsideView Account Connector and click Security.
3. Select and add the profiles affected by the error.
4. Repeat the steps for the following Visualforce Pages:
   • InsideView Contact Connector
   • InsideView Lead Connector
   • InsideView Opportunity Connector

Why do I see this error when installing the Demandbase App Package: Content cannot be displayed. You do not have sufficient privelelges to access the page: /apex/insideview_Account_Connector.

1. In Salesforce, go to Setup > Profiles.
2. Select the profile affected by the error.
3. Click Enabled Visualforce Page Access and click Edit.
4. Add all options that start with iv.Insideview_.
5. Click Save.

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

This error occurs when you do not have sufficient privileges to import records into Salesforce.  You must contact your Salesforce administrator for import permissions. 

Why do I see this error when trying to export records from Demandbase to Salesforce: Invalid Session ID

1. Close all browsers.
2. In Salesforce, re-launch Demandbase.
3. Perform the export function again.
4. If the problem persists, reach out to 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.

How to resolve the error: Sync Account Data. Sorry, Salesforce.com had a problem while updating this account. Please try again later.”

1. In Salesforce, go to Setup > Object Manager > Account > Fields & Relationships.
2. Click InsideView Date Last Updated (Managed).
3. Click Edit.
4. Uncheck Always require a value in this field in order to save a record.
5. Click Save.

How to resolve the error: The MailingStateCode contains XX, which isn't an available state. Your administrator can add it for you.

If the State and Country field types are "predefined picklists" in Salesforce, both fields must be mapped during the export. 
Important: XX is the ISO code for State/Country. 

1. Export both “Country'' and “State” fields together.
   • Salesforce cannot identify the State if there is no associated Country.
2. Map Country/State Codes to the correct Salesforce field type. For example:
   • State code mapped to MailingStateCode
   • Country code mapped to MailingCountryCode.
3. Map all Country/State data to the same Salesforce field. For example:
   • Executive State & Company State code mapped to MailingStateCode.
   • Executive Country & Company Country code mapped to MailingCountryCode.
4. If the problem persists, reach out to your Salesforce administrator to add Country/State codes to the picklists.

How to resolve the error: TotalRequests Request Limit exceeded..? or There was an error while exporting data to your CRM. Please try again later.

This error occurs when the export limit set by Salesforce.com has been exceeded. Salesforce enforces export restrictions that vary depending on your edition of Salesforce CRM. Contact your Salesforce administrator to reset the export limit for your account.

Why am I getting an error when loading the Demandbase app?

1. In Salesforce, go to Setup > Session Settings.
2. Under the Session Settings section, uncheck Lock sessions to the domain in which they were first used.
3. Click Save.

Some of the fields in Salesforce aren't showing up during the Multi-Sync option.

Only the following fields are available for Multi-Sync:

1. Salesforce fields that are mapped to Demandbase fields.
2. Unmapped fields which are marked as “Required.”

Why can only the Salesforce Administrator see the Demandbase App?

1. In Salesforce, go to Setup > search for Session Settings.
2. Under the Session Settings section, uncheck Lock sessions to the IP address from which they originated.
3. Click Save. 

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

Upgrade to the latest version of Demandbase. See Upgrade the Demandbase App Package in Salesforce.

How to resolve the error: Hi there! You first need to access the Demandbase CRM widget from within an Accounts/Leads/Opportunities page before using search.