Troubleshoot Installation and Configuration

Salesforce Not Accepting Calls

You receive the message: We are sorry, but Salesforce is not accepting calls to confirm and retrieve your Salesforce Org ID. Try again. If IP allowlist information is missing, you get this error when setting the Salesforce system user in Engagement. Allowlist a range of IP addresses to identify them as safe and grant network access to trusted networks. The allowlist lets Marketing Cloud Connect to communicate across networks. Learn more about adding IP addresses to the allowlist.

No ApexClass Found When Installing Package

You receive the message: ExactTarget Integration: In field: apexClass - no ApexClass named SubscriberAnalyticsController found" when installing package. A configuration issue on the Sales or Service Cloud account causes this issue. Contact Salesforce Global Support to enable the permission Remoting for Apex Controllers for the integration to install correctly. Then reattempt the package installation.

Connection Error

You receive the message: Connection Error - Salesforce is unable to connect to the Marketing Cloud. Contact your system administrator to ensure that the API user credentials are correct. Check whether the Marketing Cloud API user for the account integration has an expired password or if the user is disabled. If the issue continues, check security events for recent login failures and API logs for more details.

• If Marketing Cloud Connect uses scope-by-user configuration, the Marketing Cloud API user can log in to Marketing Cloud and update the password.
• If Marketing Cloud Connect uses non-scope-by-user configuration, the Marketing Cloud API user logs in to Sales or Service Cloud to update the Marketing Cloud API user password. Confirm that the password is updated in Engagement.

Setup Wizard Error

You receive the message: Web service callout failed: WebService returned a SOAP Fault: INVALID_SESSION_ID: Invalid Session ID found in SessionHeader: Illegal Session faultcode=sf:INVALID_SESSION_ID faultactor= when attempting to run the setup wizard using Lightning Experience. Switch to Salesforce Classic UI before launching the Marketing Cloud Connect setup wizard.