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Why did an error prevent me from signing in with my Salesforce account?

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Overview

If you tried to sign into Cirrus Insight using your Salesforce credentials but received an unknown_error like the one shown below, then your Salesforce organization may have settings or restrictions that need to be adjusted.

salesforceloginerror_180711_170235.png#asset:134945

Your Salesforce Admin will need to follow the Admin Steps below to confirm or adjust these required Salesforce settings:

  • API Access: Enable from user Profile
  • Session Settings: Disable “Lock Sessions from which they originated” 
  • Login IP Ranges: Disable OR whitelist Cirrus Insight
  • Connected Apps OAuth Usage: Unblock Cirrus Insight


    Salesforce Admin Steps

    API Access

    1. In Salesforce, navigate to Setup | Manage Users | Profiles.

    2. Open the affected user's Profile and grant the API Enabled permission.

    • This setting is only available on the Enterprise Edition of Salesforce.

    Session Settings

    3. In Salesforce, navigate to Setup | Security Controls | Session Settings.

    4. From the Session Settings page, uncheck the box beside Lock sessions to the IP address from which they originated.

      Login IP Ranges

      5. In Salesforce, navigate to Setup | Manage Users | Users.

      6. Select the affected user from the list. 

      7. From the User page, find the Login History section. 

      • If you see Restricted IP in the Status column, proceed to step 8. 
      • If you don't see this, skip to step 11.
      restrictedip.png#asset:134939

      8. From that same User page, find the Profile field and click on the Profile name.

      profilename.png#asset:134940

      9. Depending on your Profile interface, you'll add new IP Ranges in one of two ways:

      • Enhanced Profile User Interface
        • Select Login IP Ranges and then click the Add IP Ranges button.
      • Standard Profile User Interface
        • Click the New button to the right of Login IP Ranges

      10. Add the following two entries, using the same value for both the Start IP Address and End IP Address:

      • Start IP Address: 23.23.80.128    End IP Address: 23.23.80.128
      • Start IP Address: 50.19.91.1    End IP Address: 50.19.91.1
      CIIP1.png#asset:134941
      CIIP2.png#asset:134942

      Connected Apps OAuth Usage

      Proceed to steps 11-12 if you see "OAUTH_APP_BLOCKED" in the sign-in window's URL.

      11. From Salesforce, navigate to Setup. In the left-side menu, search for and select Connected Apps OAuth Usage.

      12. Locate Cirrus Insight and ensure it isn’t Blocked. 

      • The action button to the right of the Cirrus Insight listing should read Block. This means it's currently unblocked.
      • If the button reads Blocked, click it to unblock.

      Other Login Restrictions

      If the same login error persists after taking the above steps, you may need to adjust other login restrictions. Refer to Salesforce's guide, Restrict Where and When Users Can Log In to Salesforce.

      Updated Feb. 2021

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