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Troubleshooting the PureConnect for Salesforce Integration

Emails stop routing

Push Notifications for the Salesforce Console do not work after deploying the Salesforce Console app in the target org or in a refreshed sandbox. For more information and a solution, see Email interactions stop routing in the SalesForce Object Routing Connector help.

Connection issues

Description of error

Cause

Resolution

You are kicked out of PureConnect for Salesforce and returned to the logon page, you see this error: "Your connection to the server was lost. Please try again."

Lost network connection

Check the Internet connection on your computer or reset your router. Contact your IP provider or IT department if you are still experiencing network issues.

Slow network or proxy

If your network connection or your proxy is too slow, the connection times out and logs you off the application.

Server switchoveroccurred

If using the default IC logon (not SSO), CIC logs you off whenever a server switchover occurs. Log on again to start a new session.

Side-by-side logon to CIC client without running a secondCIC server

If you log on to the CIC client after selecting a station in PureConnect for Salesforce, PureConnect for Salesforce kicks you off, and you must reenter your password. To avoid this problem in the future, configure a second CIC server in the call center definition for switchover. Or, log on to the CIC client first.

Session expired due to inactivity

If you navigate away from PureConnect for Salesforce for an amount of time that exceeds the timeout on the CIC server, CIC logs you off. Log on again to start a new session.

 

You cannot log on at all, and you see this error: “Unable to retrieve single sign on settings.”

SSO is unavailable in CIC

Ask your CIC system administrator to enable SSO, even if you only have one identity provider.

Credential pop-up is not displaying

Your browser blocks pop-ups

Always allow pop-ups for this site.

You are on an unsupported version of CIC

Ensure that you are running the latest patch of CIC 2015 R2 or later release.

After entering credentials, the authentication pop-up goes blank and never logs you off.

Reverse proxy domain is different from CIC domain

Add a custom reverse proxy route to your web proxy.

You see a blank logon screen with no logon options.

SSO identity providers are not enabled in CIC

In Interaction Administrator, go to System Configuration > Configuration > Connection Security tab > Configure logon authentication link. Enable Allow single sign-in authentication. For Windows authentication, enable Allow manual entry of Windows authentication credentials. For CIC authentication, enable Allow IC authentication.

Enabling Push Events in the Call Center Settings tab causes various functionality issues after logging on to PureConnect for Salesforce.

PureConnect for Salesforce uses Server-Sent Events as the push events mechanism and incorrect reverse proxy settings can prevent these from being proxied correctly.

For IIS-based reverse proxies (version 7+), ensure that the Response buffer threshold setting of the Application Request Routing Cache module is set to 0. See the steps for enabling response buffering in the CIC Web Applications Installation and Configuration Guide.