Most Salesforce integration issues can be resolved by verifying the connection, reviewing your integration settings, and confirming that your Salesforce user has the appropriate permissions. This guide covers common issues you may encounter during installation, configuration, and ongoing synchronization.

If your issue persists after completing the troubleshooting steps below, contact Delivra Support and include any error messages, screenshots, and the approximate time the issue occurred.

Before You Begin

Before troubleshooting a specific issue, verify the following:

• The Salesforce integration is connected in Delivra.
• You are logged into the correct Salesforce organization (Production or Sandbox).
• The Delivra integration package is installed.
• Your Salesforce account has the necessary administrator permissions.
• No recent permission or security policy changes have been made within your Salesforce organization.

The Integration Will Not Connect

If the integration cannot be connected, check the following:

• Verify that you are logging into the correct Salesforce environment.
• Confirm that the Salesforce integration package has been installed.
• Make sure your browser is not blocking pop-up windows during the OAuth authentication process.
• If your organization uses Single Sign-On (SSO), complete any required authentication steps before attempting to connect.
• If the integration was previously connected, try disconnecting and reconnecting the integration.

Error: OAUTH_APPROVAL_ERROR_GENERIC

Symptoms

You receive the following message while attempting to connect the Salesforce integration:

OAUTH_APPROVAL_ERROR_GENERIC: An unexpected error has occurred during authentication. Please try again.

Cause

This error most commonly occurs when the Salesforce user completing the connection does not have sufficient permissions to approve the Delivra connected application.

Organizations with enhanced security policies may require additional permissions before third-party connected applications can be authorized.

Resolution

Verify that the Salesforce user connecting the integration has:

• Salesforce System Administrator access (recommended)
• Permission to authorize connected applications
• The Approve Uninstalled Connected Apps system permission enabled

If your organization uses custom permission sets or permission profiles, your Salesforce administrator may need to grant this permission before the integration can be connected successfully.

After updating the user's permissions:

1. Log out of Salesforce.
2. Log back in.
3. Return to Delivra.
4. Attempt the connection again.

If the error continues after confirming the required permission, contact your Salesforce administrator to review your organization's Connected App security policies.

Data Is Not Synchronizing

If contacts, leads, or activities are not syncing:

• Verify that the integration is still connected.
• Confirm that synchronization is enabled in the integration settings.
• Review your Sync Criteria to ensure the affected records meet all configured conditions.
• Verify that the appropriate fields have been mapped.
• Confirm that enough time has passed for the scheduled synchronization to occur.
• If available, perform a Force Resync and save the integration settings.

Remember that synchronization is not always immediate. Depending on your configured sync schedule, updates may not appear instantly.

A Field Is Missing From the Mapping Screen

If an expected Salesforce field does not appear:

• Verify that the field exists in Salesforce.
• Confirm that the field is available to the user connecting the integration.
• Use Refresh Salesforce Schema to reload available objects and fields.
• If the field was recently created, wait a few minutes before refreshing the schema again.

Custom Object Is Missing

If a custom object does not appear:

• Verify that the object is available to the Salesforce user.
• Confirm that the object is accessible through the Salesforce API.
• Refresh the Salesforce schema.
• Verify that the object has not been hidden by Salesforce permissions.
  

Activities Are Not Appearing in Salesforce

If email activity is missing:

• Verify that Activity Sync is enabled.
• Confirm that the desired activity types (Opens, Clicks, Sends, Bounces, Unsubscribes, etc.) have been selected.
• Verify that the synchronization schedule has had time to run.
• Check that activity retention settings have not already removed older activity records.

Newly Created Contacts or Leads Are Not Syncing

If new records are not appearing:

• Verify that the records meet your configured Sync Criteria.
• Confirm that the required email address is populated.
• Review your synchronization direction settings.
• Perform a Force Resync if immediate synchronization is required.

Changes Made in Salesforce Are Not Appearing in Delivra

If updated information is not appearing:

• Confirm that the field is mapped.
• Verify that the synchronization direction allows Salesforce to update Delivra.
• Review the Sync Rule if the field is configured for two-way synchronization.
• Allow sufficient time for the scheduled synchronization to complete.

Duplicate Records

Duplicate records are often caused by:

• Different email addresses between Salesforce and Delivra
• Manual contact creation in both systems
• Changes to the primary email address after initial synchronization
• Importing contacts outside of the Salesforce integration

Review your contact management process to ensure a single source of truth for email addresses whenever possible.