Troubleshooting

Troubleshooting: Emails in Stream

If your emails aren't appearing the in the Stream, check the following:

  • Make sure you Share Your Event Activity set to Yes under Settings > Sharing.
  • One or more of your connected Accounts may be causing problems. To check this, click at the top of the screen. Select Settings, and then click Connected Accounts. A red exclamation point next to an Account name indicates a problem with that Account. Click the exclamation point for more details. If you see a red exclamation point and the word Reconnect, you need to reconnect that Account.
  • The email recipient or sender associated with that Contact or Account might not have properly merged Contact information. Search for the Contact name and look for a merge suggestion, or go to the Contact's profile page to merge or share any unshared Contact details.
  • Check the email address for misspellings or transposed letters by clicking next to the Contact name in the Grid or Stream to see the emails associated with that person. If the correct email addresses aren't there, you can add them by clicking More Details.
  • If you can't click on an email that you sent to see the content, it may mean that another user is on the email and has opted not to share the email. If this is the case, you may not be able to see the email communication, even though you are also on the email.
  • If you would like to see the email communication on a List, request access to it. The user gets a notification on the Suggested Tasks section on his or her Home screen, and can decide whether or not to share the specific email with you.
  • Make sure you have All Mail enabled in your IMAP settings in Gmail.In your Gmail Inbox, click in the upper-right corner of the screen, and then click Settings. At the top of the Settings screen, click Labels. To the right of All Mail, make sure the Show in IMAP box is checked.

Troubleshooting: "Inactive Days" field

If the Inactive Days field is displaying the wrong information, check the following:

  • If you have a large amount of communication with the Contact or Account in question, it may take our system a little while to update the communications data. If you don't see a change in the Inactive Days field within a few days, please review the suggestions below.
  • There may be an issue with your connected Accounts. To check them, click at the top of the screen, select Settings, and then click Connected Accounts. If any account isn't working properly, a red exclamation point appears. Click it to view information about repairing the account.
  • The email recipient or sender on the Contact or Account List object (lead, opportunity, etc.) might not have properly merged Contact information.
  • An email address might have a mistake such as a misspelling or transposed letters. To check, enter the Contact's name in the search field in the upper-right corner of the screen, and click the correct listing to navigate to that person's Contact page. From there you can add, edit, or delete email addresses and other Contact information as necessary.
  • Double-check that the Inactive Days field has been added correctly. If you can edit the field, for instance, that means your field named Inactive Days is a custom text field and not the Intelligence Field populated by SalesforceIQ. Sometimes this happens when users export a List and re-import it after making changes, since Intelligence Fields can't be re-imported into SalesforceIQ. To fix the problem, simply delete the existing field and add a new Inactive Days option from our intelligence library. The new field automatically updates with the latest information.

If you are still having trouble, click Submit a Request and provide us with the Contact or Account name and the name of the List where you see the incorrect Inactive Days field.

Troubleshooting: "Account Property" field

If you create or update an Account property, the update appears in the Grid for a given List object (opportunity, lead, etc.) only if the object belongs to the same Account that is associated with the Account property. The Account name for the List object and the Account property Account name must match exactly.

Likewise, to copy information from a Grid field into an Account Property field, the List object must belong to the same Account that is associated with the Account property. If the Account property was set up as single select or multi select, make sure that the field heading and the Account property you want use exactly the same terminology.

Reconnect an Account

If you notice that your emails aren't getting pulled into the Stream, you may need to reconnect your Account.

  1. Click at the top of the screen, and then select Settings.
  2. On the screen that appears, click Connected Accounts. If your email Account has been disconnected, a Reconnect button appears to the right of the Account name. Click Reconnect. Note: If your email Account is connected, the word Connected appears to the right of the Account name.

If you need to reconnect your email Account repeatedly, there may be a problem with the email provider. Do the following:

  1. Try deleting your email Account and then connecting it again and see if that fixes the problem.
  2. Ask the domain administrator for Google Apps to go to Apps > Google Apps Gmail > Advanced Settings and make sure that the Disable POP and IMAP access for all users box is unchecked.
  3. If you continue having trouble, please contact support@salesforceiq.com.

Troubleshooting: Address properties

The address information I entered isn’t appearing in the separate fields (City, County, and so on).

Make sure you enter a full mailing address. Partial address information cannot be automatically separated to appear in the individual fields.

I want to update the State, City, ZIP/Postal Code, or Country fields, but they appear hashed out and I can’t edit them.

You can only edit these fields in the full Address field. Make sure you add an Address field to your Grid. You make changes to any part of the address in this field, and the change appears in the individual field automatically.

I realized I’m storing emails, websites, and other random information in my Address field. What should I do?

You should track details that are not part of a street address in a separate field. Create a new field and transfer your non-address data out of the Address field. When you start typing street address information in the Address field, SalesforceIQ searches real addresses to help you with data accuracy. The full street address is automatically separated into distinct address components for you.

Troubleshooting: Exchange/Outlook Contacts

If you have an Exchange Account connected to SalesforceIQ, please keep the following in mind regarding synchronization of Contact information:

  • Contact sync between Exchange and SalesforceIQ takes place every five minutes. If you recently updated Contact information in Exchange, wait a few minutes to see if it appears in SalesforceIQ.
  • Updated Contact information appears in SalesforceIQ only if you modified the Contact in the Contact folder in Exchange itself. Changes you make in your private address book in Outlook don't appear in SalesforceIQ.
  • Contact sync goes back for two years. If you last modified a Contact more than two years ago, the Contact won't appear in SalesforceIQ.

Note for Exchange 2007 users: Exchange 2007 synchronizes email only with SalesforceIQ. If you use Exchange 2007, no Contact or calendar information syncs with SalesforceIQ. Learn more about supported Exchange versions here.

Troubleshooting: Integrations

The following questions address issues that you might experience when working with integrations in SalesforceIQ. The questions are grouped into these categories:

Marketing Automation Integrations (HubSpot, MailChimp, Pardot, Desk.com)

I removed a Contact from a List in SalesforceIQ that is synced with my marketing automation tool, but that Contact keeps reappearing on the List. What's happening?

Our integrations never delete Contacts in either the integration or the SalesforceIQ List. If you want to delete a Contact/deal, you have to delete this Contact/deal in both the SalesforceIQ List and the marketing automation tool. If you don't delete the Contact/deal in both locations, it continues to re-sync.

I'm trying to manage the fields on a List, but they keep getting messed up. What's happening?

Depending on the type of sync you have configured, there are a few possibilities:

  • SalesforceIQ List → external source (Pardot, Hubspot, Mailchimp Desk.com)
    • If you delete a field in SalesforceIQ, it deletes in both places.
    • If you delete a field in the external source, it is re-added during the next sync.
    • If you remove a field from the integration mapping (SalesforceIQ integration settings tab), the field stays in SalesforceIQ but is deleted from the external source.
  • External source (Pardot, Hubspot, Mailchimp, Desk.com) → SalesforceIQ List
    • If you delete a field in an external source, it deletes in both places.
    • If you delete a field in SalesforceIQ, it remains in the external source. You can go to add a field and select this field to add it back to the SalesforceIQ Grid.
    • Fields from your marketing automation tools are not automatically added to the Grid. After you set up a sync that sends data from your marketing automation tool into a SalesforceIQ List, you can then add marketing automation fields into your List through the standard process for adding a field.

I have more than 30 fields in my SalesforceIQ List, and my integration with Mailchimp doesn't appear to be working.

Each Mailchimp List can have 30 custom fields only. If you try to sync more than 30 fields from your SalesforceIQ List(s) to one Mailchimp List, the integration automatically pauses. To restart your integration, you need to remove some of the fields you are syncing.

Zapier and Custom Integrations

I received an "authorization failed" error from Zapier:

Most likely, you entered an incorrect API Key or Secret into Zapier, or you accidentally reset your API Secret and are trying to use an outdated Secret. To resolve this, go to your Zapier integration in SalesforceIQ to reset your Secret, and paste the old Key and new Secret into Zapier.

I'm trying to map field data up with one of my Lists, but I keep getting the following error:

Attempting to set *FIELD_TYPE* field value with *SENT_DATA_TYPE* *SENT_DATA*

You need to find out which field on your List is mapped/receiving the *SENT_DATA*, and correct the data to be of the correct type.

Troubleshooting: Microsoft Exchange Accounts

This article presents useful information and troubleshooting steps for connecting a Microsoft Exchange email Account to SalesforceIQ.

If you know your Exchange email address and password, we recommend first trying to connect by following the steps in Connect a Microsoft Exchange email Account. If you are unable to connect or need more information, read this article to learn about the following:

Need help finding your Exchange account information?

Supported Versions of Exchange

SalesforceIQ supports Microsoft Exchange 2010 and 2013, as well as Office365. If you are unsure which Exchange version your office uses, please ask your IT department.

Required and Optional Information

Exchange settings vary widely across organizations. Because of this, the information you need to connect depends on your organization.

The following information is required for connection:

  • The Exchange email address you are connecting to
  • Your password for the Exchange email account

The following information may be needed for connection, depending on your organization:

  • The domain and/or username you have in your organization. If you don't have either of these, you won't need them to connect. If you do have one or both, note the following:
    • Even if you have a domain name and/or username, you should first try to sign up for SalesforceIQ without them. They might not be needed to connect to your Exchange account.
    • Your domain could be an abbreviation such as nc.
    • You may use a domain\username combination such as europe\myusername when logging in to your work computer, where europe is the domain and myusername is your username.
  • Your Exchange server address, also known as EWS ("Exchange Web Service") server address. If you are unable to connect, ask your IT department to provide you with a link to your organization's EWS server address, for example: https://connect.myorganization.com/ews/exchange.asmx. Note the following:
    • The address must begin with https:// and end in /ews/exchange.asmx.
    • This address is not the link you use to access your email online.
    • If the server name uses only letters and numbers in the form of an email address, use that text instead of the EWS server address.

Find Your Microsoft Exchange Information in Outlook for Mac OS

Note: If you use Outlook on Windows, click here.

  1. In Outlook, click the Outlook menu item and select Preferences.
  2. Click Accounts.
  3. Click Advanced.
  4. Click the Server tab.
    The Server field under Microsoft Exchange shows your Exchange server address.

Find Your Microsoft Exchange Information in Apple Mail for Mac OS

  1. At the top of Apple Mail, click Mail and select Preferences.
  2. Click Accounts.
  3. The External Server fields shows your Exchange server address. Enter this into the Server Address field on the left.

Find Your Microsoft Exchange Information in Outlook for Windows

  1. Open Outlook and click File.
  2. Click Info, and then click Account Settings > Account Settings.
  3. Select the email account you want to connect to SalesforceIQ.
  4. Click Change.
  5. Under Server Settings, the Server field shows your Exchange server address. Enter this into the Server Address field on the left.

How to Find Your Domain and Username

The format for your domain and username varies depending on how your IT department has configured Exchange. There are two formats:

  • A combination of domain\username such as europe\johndoe, where europe is the domain and johndoe is the username
  • Just the username, such as \johndoe

The most common way to find your domain and username is to enter the text that appears between @ and .com (or .org, .net, etc.), followed by a backslash (\), followed by the text that appears before @.

Example: john@abccompany.com = abccompany\john

If you can't sign in with the information above about Exchange server and your domain\username, ask your IT department for your credentials. If you still can't sign, as your IT department the following:

  • Do you have auto-discovery enables? If not, please email support@salesforceiq.com.
  • Do you need to allow self-signed certificates? If so, click More Options, check the Trust unverified servers box, and try again.

Test Your Account Information Within Your Organization

The following test is completely external to SalesforceIQ, ensuring that the information you provide is correct within your own organization.

Note: An EWS server address is required for this test. Skip this test if you don't know your organization's EWS server address.

  1. Open a browser and enter the EWS server address into a browser. A screen similar to the following appears: Note: If an error appears instead, the EWS server address is incorrect. If an empty screen appears, either try again later (you may already be logged in), or try a different browser.
  2. Enter your username and password. Your username is usually your Exchange email address, but could be your domain\username. You may need to try each separately.
  3. Click Log In. If successful, you will see output similar to one of the following, depending on your organization's Exchange version.
  4. If nothing happens or the login screen reappears, then some or all of your information is incorrect. Contact your IT department and try again.