Salesforce allows for custom permissions settings. If these aren’t configured properly, you might encounter difficulty logging in and accessing your data via Supermetrics.
This guide walks through solutions for some of the most common issues with Salesforce permission settings.
Access via specific IPs
Supermetrics runs on cloud computing services, which means servers can change IP addresses.
As a result, it doesn’t support Salesforce configurations that have to be accessed via a specific IP (or range).
To fix this, your Salesforce administrator should remove these restrictions.
API access isn’t supported
Some versions of Salesforce don’t support API access. As it fetches data from the API, Supermetrics isn’t able to connect to these versions.
Read Salesforce’s documentation for a list of all versions that don’t support API access.
To fix this, contact your Salesforce administrator to update your version of Salesforce.
Administrator-defined access settings
A Salesforce administrator can create special access settings, such as time-based access that locks users out during certain times of day.
These settings can cause the Salesforce connector to appear to stop working during times when access has been revoked. This can also cause scheduled queries to fail.
To fix this, talk to your Salesforce administrator about your user’s access settings.
Error: Access denied
If you see an error message reading Access denied: User is not allowed to get Organization information, your Salesforce administrator should check your permissions.
Open Salesforce.
Click Setup.
Click Users and then Profiles.
Click Profile.
Open the System Permissions.
In the "View Setup and Configuration" row, make sure that the box next to "View the App Setup and Administrative Settings pages" is ticked.
Incorrect permissions for API, data, or fields
Users logging into Salesforce via Supermetrics need API access. If they don’t have API access, they’ll see an error reading “API not enabled for this organization partner”.
They’ll also see an error if they don’t have the necessary permissions to view the objects and data they want to query with Supermetrics.
This may also happen if the user was not included in the group the app was installed for and doesn’t have permissions to use it. See this Salesforce help article for more information.
To fix permission issues, contact your administrator.
Token limits and expired tokens
Salesforce limits access tokens to 5 per application. When the sixth token is requested, the first one is revoked.
This means the user can’t log in to Salesforce with the same account more than 5 times without losing the oldest login. If more than 1 person is sharing the same account to query with Supermetrics, you might see token expiration errors.
To fix this, give users access via their own accounts, or talk to your Salesforce administrator.
This package cannot be installed
If you lack sufficient privileges to install app packages in your Salesforce organization, you won’t be allowed to complete the initial setup to install Supermetrics. The specific required permission is “Download AgentExchange Packages”.
For more detailed instructions about package installation and permissions required, see Salesforce's AppExchange installation documentation
If you run into this error, please ask your organization's administrator for assistance and have them complete the initial package installation. After the administrator installs the package, you can complete the connection steps for your own Salesforce account.