Salesforce integration troubleshooting and best practices
Use this guide if you’re encountering issues connecting to Salesforce or restoring data.
Common issues & fixes
Issue 1: OAuth token fails
Check: User has API Enabled + OAuth access
Fix: Re-authenticate user using the Keepit Connector Settings
Issue 2: Not all files are backed up
Check: "Query All Files" permission
Fix: Add it to the assigned permission set
Issue 3: Restore errors on specific fields
Check: Field-Level Security (FLS) for the Authenticated User
Fix: Grant read/edit access for fields like Owner, CreatedBy, etc.
Issue 4: Session timeouts or IP lockouts
Check: Session Settings (timeout, IP lock)
Fix: Relax settings for Authenticated User
Issue 5: Unexpected token expiration
Cause: Password resets, permission changes, manual token revocation, logout behavior, Org-wide session or security policy changes
Fix:
- Avoid frequent password changes
- Review Session Settings > Revoke refresh tokens on logout options
Issue 6: Login errors due to custom domain
Cause: Some orgs enforce login through a custom domain (e.g., mydomain.my.salesforce.com)
Fix:
- Go to Setup > My Domain
- Confirm your org’s login policy
- Ensure the integration uses the custom domain URL for authentication
Platform limitations
Not supported:
- Big Objects
- Fields encrypted with Classic Encryption (unless View Encrypted Data is enabled)
- Objects restricted by managed or unmanaged packages or license limits
Pro tips
- Use a cloned System Admin profile + Permission Set for flexibility
- Assign needed feature licenses (Knowledge, CRM Analytics, etc.)
- Revalidate permissions after major Salesforce updates
- For full object and permission requirements, see the Permission Reference Guide
FAQ
Q: Why don’t I see a Connect App in App Manager for this integration?
A: Our Backup and Recovery solution uses direct OAuth authentication and does not install a Managed Package or custom Connected App. Therefore, you won’t see it listed in App Manager unless you created one manually.