SpringCM Troubleshooting Guide for Salesforce

SpringCM Troubleshooting Guide for Salesforce July 2013

TABLE OF CONTENTS FAQS:... 3 WHY DID I NOT RECEIVE A SPRINGCM ACTIVATION EMAIL?... 3 WHY DON T MY SALESFORCE USERS HAVE ACCESS TO SPRINGCM?... 3 WHY DID EXISTING USERS IN SPRINGCM GET DELETED?... 3 WHY DON T MY SALESFORCE CREDENTIALS WORK FOR SPRINGCM S APPLICATIONS?... 4 WHY DO SALESFORCE USERS NOT HAVE ACCESS ANYMORE?... 4 WHY IS USER SYNC NO LONGER WORKING?... 4 WHY DOES THE SPRINGCM LOGIN PAGE APPEAR?... 4 HOW DO I INSTALL THE NEW SPRINGCM APP WHEN THE OLD APP IS ALREADY INSTALLED?... 4 ERRORS:... 6 INSTALLING THIS PACKAGE REQUIRES THE FOLLOWING FEATURE... 6 THE SPRINGCM REST URL NEEDS TO BE ADDED AS A REMOTE SITE SETTING.... 6 INVALID FOLDER PATH... 6 EXTERNAL OBJECT NAME NOT BLANK... 6 CONTENT CANNOT BE DISPLAYED: YOU DO NOT HAVE SUFFICIENT PRIVILEGES... 6 YOU DO NOT HAVE PERMISSION TO ADD ITEMS TO THE PARENT OBJECTNAME... 7 YOU DO NOT HAVE PERMISSIONS TO ADD ITEMS THE PARENT FOLDER FOLDERNAME... 7 THE SPRINGCM DOCUMENTS SECTION IS CURRENTLY NOT ENABLED FOR USER@ABC.COM.... 7 THE SPRINGCM DOCUMENTS SECTION IS CURRENTLY NOT ENABLED FOR EMAIL.... 8 A SYSTEM ERROR HAS OCCURRED.... 8 SPRINGEOSGRID EMPTYRESULT... 8 EMAIL NOTIFICATIONS:... 9 WE HAVE RECEIVED YOUR FREE TRIAL REQUEST... 9 AN ERROR WAS ENCOUNTERED WHILE PROCESSING A SALESFORCE.COM INTEGRATION TASK... 9

FAQs: Why did I not receive a SpringCM Activation email after installing the SpringCM app from AppExchange? Make sure the email address for your User in Salesforce is a real email address- the default email address for a Salesforce Sandbox account is the Username, which is typically not a real email address. Check your Email Spam Filter, Junk Folder, and Quarantine Manager. Quarantine Managers are the main culprit. Why don t my Salesforce users have access to SpringCM? Check the User page in Salesforce s Setup. o The SpringCM User checkbox must be enabled. (The user sync process can take up to 15 minutes.) o The user s email address must be valid. The default email address for a Salesforce Sandbox account is the Username, which is typically not a real email address. o The user must have a First Name. Check the Salesforce Configuration settings in SpringCM s Preferences. Refer to Part 2, Step 3 of the Integration Guide, Configure Salesforce Sync in SpringCM. Make sure the items below are present and up to date: o Organization ID. o The Sync Users option must be enabled. o The Salesforce Sync User s credentials Salesforce username and password + security token. If the Salesforce Sync User changed their Salesforce password or security token, they need to update this information. Make sure the correct SpringCM Environment is selected in the SpringCM Setup tab in Salesforce- a Free SpringCM account will always be in the SpringCM Production environment- this is independent of the Salesforce environment. Why did existing users in SpringCM get deleted? If the Salesforce User Sync option is enabled in SpringCM s Preferences, then the SpringCM User checkbox on the Salesforce User page must be enabled for all Salesforce users needing access to SpringCM. If the SpringCM User checkbox is disabled, users will be removed from SpringCM s Address Book.

Why don t my Salesforce credentials work for SpringCM s Edit, Sync, and Mobile applications? Every Salesforce user will need to create a SpringCM Password in order to use SpringCM s desktop and mobile applications. 1. Access the SpringCM login page: https://www.springcm.com/atlas/login 2. Enter your email address into Email box- use the email address associated with your Salesforce account. 3. Click the RESET PASSWORD link. 4. Create a new password. As a best practice, we recommend using the same password that s used for Salesforce. Why do Salesforce users who used to have access to SpringCM not have access anymore? Why is user sync no longer working when the SpringCM User checkbox is enabled on the Salesforce User page? The Salesforce Password or Security Token for the Salesforce Sync User most likely changed and this information needs to be updated in the Salesforce Configuration section of SpringCM s Preferences. 1. SpringCM Super Administrator login via www.springcm.com. 2. In the SpringCM menu, click GO TO > Preferences. Under Account Preferences, select Salesforce Configuration. 3. In the Sync User Password box, enter your Salesforce password, and append your Security Token to the end of your password. Why does the SpringCM login page appear within the SpringCM section of a Salesforce object record? Make sure 3 rd Party Cookies are enabled in your browser- typically an issue with Safari. o Once the setting is enabled, clear your browser cookies and cache, and the restart your Browser. Increase the timeout setting in SpringCM s Preferences. 1. Admin log in to SpringCM via www.springcm.com. 2. GO TO > Preferences > Account Preferences section > Security. 3. Increase the Number of Minutes a User Can Be Idle Before Their Session Times Out. How do I install the new SpringCM App when the old SpringCM App (pre-8/20/12) is already installed? 1. Disable sync setting in SpringCM Preferences for Salesforce Configuration. 2. Uninstall old SpringCM App from Salesforce. 3. Install new SpringCM App from the AppExchange using new Integration Guide. The node for Salesforce folders in the SpringCM repository changes from SF Folders to Other Sources.

How do I restrict specific users across various profiles from seeing SpringCM? Please follow the steps below, substituting the object that will have a non-springcm view: 1. Open Salesforce s Setup. Under App Setup, go to Customize > Accounts > Page Layouts. 2. Click Edit for the Layout that contains the SpringCM section and Visualforce Page. 3. At the top left, click the dropdown arrow next to the Save button and select Save As. 4. Name the layout Account Layout with SpringCM. Save. 5. Repeat steps 1-4 for all objects containing SpringCM. 6. Go back to Salesforce s Setup. Under Administration Setup, go to Manage Users > Users. 7. Identify a user that will be restricted from seeing SpringCM. Click the link to that user s Profile. 8. On the Profile page, click the Clone button at the top. 9. Name the profile Standard User with SpringCM. Save. 10. On the new Profile page, in the Page Layouts section, click the View Assignment link for the Account layout. 11. On the Account Layout Assignment page, select the Edit Assignment button and from the Select Object Layout dropdown at the top, choose the new page layout, Account Layout with SpringCM. Save. 12. Go back to the Standard User with SpringCM Profile page and Edit the Assignment for each object that contains SpringCM, and assign the new page layout. 13. Remove the SpringCM section from the original page layout for each object.

Errors: Installing this package requires the following feature and its associated permissions: Apex Classes Error found during the installation of the SpringCM App in Salesforce Salesforce Enterprise, Unlimited, Force.com, or Developer edition required. Your user verification request is invalid or expired. Please contact your account administrator. Error received after clicking on the activation link in your SpringCM account activation email. SpringCM account activations expire after 48 hours. o Re-install SpringCM s App for Salesforce. o Contact your SpringCM Account Manager or SpringCM Support, and ask them to Resend Account Activation Email. The SpringCM REST URL needs to be added as a remote site setting before the Dynamic Search Widget can communicate with SpringCM. Please see configuration guide for more information. Error found in the SpringCM Setup tab in Salesforce. Part 2 of the Integration Guide, Configure Salesforce Synchronization in SpringCM, needs to be completed before SpringCM is configured in Salesforce. Invalid Folder Path Error found within the SpringCM Setup tab in Salesforce for the Folder Path. Make sure Custom Objects end with r. Refer to the Integration Guide for folder path examples. External Object Name Not Blank Error found when creating a Visualforce Page in Salesforce Make sure Visualforce Page code is formatted exactly like the text box/screenshot in the Integration Guide. Content cannot be displayed: You do not have sufficient privileges to access the page: /apex/springcm_objectname The user s Profile is not enabled to access the SpringCM Visualforce page for this object. o Salesforce Setup > under App Setup, Click on Develop > Pages > Select the Security link next to the SpringCM page for the object > enable the appropriate Profiles.

You do not have permission to add items to the parent ObjectName Check Security on the SpringCM Visualforce page for this object- Salesforce Setup > under App Setup, Click on Develop > Pages > Select the Security link next to the SpringCM page for the object. Make sure the appropriate Profiles are enabled. Check the SpringCM folder security- if users need to add a document, they will need to have at least View & Edit access. You do not have permissions to add items the parent folder FolderName Reference ID: A user who renames a Salesforce field that is used in the SpringCM folder name (i.e. Account Name, Opportunity Name, Case Number, etc.) must have at least View & Create permissions in SpringCM for the folder to be renamed. The SpringCM documents section is currently not enabled for user@abc.com. Contact your SalesForce Administrator Check the User page in Salesforce. o The SpringCM User checkbox must be enabled. (The user sync process can take up to 15 minutes.) o The user s email address must be valid. The default email address for a Salesforce Sandbox account is the Username, which is typically not a real email address. o The user must have a First Name. Check the Salesforce Configuration settings in SpringCM s Preferences. Refer to Part 2, Step 3 of the Integration Guide, Configure Salesforce Sync in SpringCM. Make sure the items below are present and up to date: o Organization ID. o The Sync Users option must be enabled. o The Salesforce Sync User s credentials Salesforce username and password + security token. If the Salesforce Sync User changed their Salesforce password or security token, they need to update this information. Make sure the correct SpringCM Environment is selected in the SpringCM Setup tab in Salesforce- a Free SpringCM account will always be in the SpringCM Production environment- this is independent of the Salesforce environment.

The SpringCM documents section is currently not enabled for Email. Contact your SalesForce Administrator Error found in the SpringCM section of a Salesforce object record or the SpringCM Viewer Tab. The user s Salesforce Profile must have the API Enabled setting checked. Salesforce Setup > Administration Setup > Manage Users > Profiles > Edit the user s Profile > in the Administrative Permissions section, check the box next to API Enabled. A system error has occurred. Reference ID: 1a48db14-9cf5-4b5b-8f53-9e143c48c3d7 The user does not have access to the SpringCM folder pertaining to that object record. o Set/Manage Folder Security in SpringCM to give the user access. External Objects Storage not enabled. Your SpringCM account that was created prior to 8/20/12. o Contact your SpringCM Account Manager or SpringCM Support and ask for External Objects Storage to be enabled for your account. You have provisioned all users permitted by your current contract. User role selection has been limited. If you need to provision additional users, please contact SpringCM support. Alert found in the SpringCM Address Book. o SpringCM Free Team Edition accounts for Salesforce are only permitted to enable Salesforce users as SpringCM users via the SpringCM User checkbox on the Salesforce User Page. o If you have a SpringCM Business or Enterprise Edition account, please contact your SpringCM Account Manager to increase your user limit. springeosgrid emptyresult Error found when uploading a document to a SpringCM folder/object record. Make sure you are using the latest version of your browser. SpringCM s minimum browser requirements: Microsoft Internet Explorer 8.0+, Mozilla Firefox 14.0+, Google Chrome 17.0+, Safari 5.0+. Drag N Drop and Multi-select Upload is supported is support by HTML 5 enabled browsers: Internet Explorer 10+, Mozilla Firefox 14.0+, Chrome 17.0+, Safari 5.0+.

Email Notifications: We have received your free trial request however we noticed that you already are a member of an active SpringCM account. To avoid any possible confusion, we have not activated a new account and will contact you by phone to confirm your intent. We apologize for any inconvenience and look forward to providing you with the opportunity to try the award winning, and highly acclaimed SpringCM. Message received in an automated email from SpringCM with the subject, SpringCM: Account Creation Request, because you already have a SpringCM account. o If you are re-installing SpringCM s app in the same Salesforce environment, disregard the email. o If you are installing SpringCM s app in a different Salesforce environment, disregard the email, but be sure to update the following Salesforce Configuration settings in SpringCM s Preferences: Organization ID salesforce.com Sync User credentials- username and password + security token. o If you have an existing Free Trial account and would like a Free Team Edition account for Salesforce, contact your SpringCM Account Manager or SpringCM Support to have a Free (VIP) Edition account for Salesforce created. o If you have an existing Free Team Edition account for Salesforce and would like a Free Trial account, use a personal email address to sign up for a SpringCM Free Trial. An error was encountered while processing a salesforce.com integration task. Account: ABC Company Message: INVALID_LOGIN: Invalid username, password, security token; or user locked out. Message received in an email from SpringCM with the subject, Salesforce Integration Error. The Salesforce Password or Security Token for the Salesforce Sync User changed, and this information needs to be updated in the Salesforce Configuration section of SpringCM s Preferences. 1. SpringCM Super Administrator login via www.springcm.com. 2. In the SpringCM menu, click GO TO > Preferences. Under Account Preferences, select Salesforce Configuration. 3. In the Sync User Password box, enter your Salesforce password, and append your Security Token to the end of your password.