KB485171: Troubleshoot common issues in the Salesforce connector

Error: OAUTH_APPROVAL_ERROR_GENERIC

OAUTH_APPROVAL_ERROR_GENERIC: An unexpected error has occurred during authentication. Please try again. 

This error occurs when at least one of the following OAuth Scopes is not selected in the Salesforce app:

• Access and manage your data (api)
• Access your basic information (id, profile, email, address, phone)
• Perform requests on your behalf at any time (refresh_token, offline_access)
• Provide access to your data via the Web (web)

Solution 

You should select the OAuth Scopes that are currently used in the Salesforce app.

• Open the Setup menu in Salesforce. 
• Open the App Manager under the Platform Tools > Apps. 
  

• Find the proper app and click Edit. 
• Make sure that all of the OAuth Scopes listed above are selected. 
  

• Save changes.

Error: REDIRECT_URI MISMATCH

error=redirect_uri_mismatch&error_description=redirect_uri%20must%20match%20configuration

Solution

You should add the Callback URL to the app settings in Salesforce. 

For versions prior to Strategy 2021 Update 3

• Create the Callback URL using the following schema:

  https://fullDomain[:WithOptionalPort]/MicroStrategy/servlet/mstrWeb?evt=3172

  
  Example:
  

  https://example.Strategy.com/MicroStrategy/servlet/mstrWeb?evt=3172

  
  
• Open the Set OAuth Parameters dialog. 
  

• Use the created URL in the Callback URL field.
  

• Enter the matching Consumer Secret in the Client Secret field, then click the OK button to save the changes. 

For Strategy 2021 Update 3 and later versions

• Open the Set OAuth Parameters dialog. 
  

• Depending on whether you want to use the default or sandbox instance, copy the value from the selected Callback URL field in the OAuth Parameters dialog.
  

• Open the Setup menu in Salesforce. 
• Open the App Manager under the Platform Tools > Apps. 
  

• Find the proper app and click Edit. 
• Paste the Callback URL to the correct field of the app settings.
  

• Save the changes.

Error: INVALID_CLIENT_ID

error=invaild_client_id&error_description=client%20identifier%20invalid

Solution

Use the correct Client ID.

• Open the Setup menu in Salesforce. 
• Open the App Manager under the Platform Tools > Apps. 
  

• Find the proper app and click View. 
• Copy the Consumer Key.
• Paste the Consumer Key into the Client ID field of the chosen instance in the OAuth Parameters dialog. 
  

• Enter the matching Consumer Secret in the Client Secret field, then click the OK button to save the changes.

Error: INVALID_CLIENT

Failed to retrieve refresh token for authentication[400 Bad Request. The request cannot be fulfilled due to bad syntax. invalid_client. invalid client credentials]

This error occurs when the Client Secret provided in the OAuth Parameters dialog is incorrect.

Solution

Make sure the correct client secret is used for the provided client ID.

• Open the Setup menu in Salesforce. 
• Open the App Manager under the Platform Tools > Apps. 
  

• Find the proper app and click Edit.
• Click the Click to reveal link to show the Consumer Secret in order to copy it.
  

• Paste the Consumer Secret into the Client Secret field of the chosen instance in the OAuth Parameters dialog. 
  

• Click the OK button to save the changes.

Error: INVALID_GRANT

Failed to retrieve refresh token for authentication[400 Bad Request. The request cannot be fulfilled due to bad syntax. invalid_grant. authentication failure]

This error occurs when the client uses a production account to log into the sandbox environment or vice versa.

Solution

Use the account credentials based on the selected Salesforce instance - default or sandbox.