---
title: "Troubleshooting: Salesforce integration"
slug: "salesforce-troubleshooting-salesforce-integration"
updated: 2026-07-23T10:07:25Z
published: 2026-07-23T10:07:25Z
canonical: "help.8x8.com/salesforce-troubleshooting-salesforce-integration"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Salesforce integration

Try the following troubleshooting procedures to resolve the most common integration issues:

**Search does not return any results.**

If Search does not return any results, it may be because you do not have access to several entities in the CRM integration:

Entity: **Contact**

Fields: Phone, MobilePhone, HomePhone, AssistantPhone, OtherPhone, Fax

Entity: **Account**

Fields: Phone, Fax

Entity: **Lead**

Fields: Phone, MobilePhone, Fax

> [!NOTE]
> Note:
> 
> If you are an agent, contact your administrator.

**A timeout error is logging the agent out and/or is disconnecting the **8x8 Contact Center** app.**

If a timeout error is logging the agent out and/or is disconnecting the **8x8 Contact Center** app from **Salesforce**, the CRM timeout and/or token/key expiration settings must be reviewed and extended to prevent the agent session from expiring due to inactivity. Additionally, the agent permissions must be reviewed to ensure the integration has access to the supported CRM objects.

**My **screen pop** fails in CRM integration.**

A **screen pop** failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

- [Clear cache](/documentation/docs/salesforce-faq-salesforce-integration#how-do-i-clear-the-browser-cache)
- [Enable pop-up browsers](/documentation/docs/salesforce-faq-salesforce-integration#how-do-i-allow-popup-browser-windows)
- [Add URLs as trusted domains](/documentation/docs/salesforce-faq-salesforce-integration#how-do-i-add-urls-as-trusted-domains)
- [Enable Chatter settings](/documentation/docs/salesforce-faq-salesforce-integration#chatter)

**The content is blocked in the **8x8 Contact Center** app.**

**Error**: This content is blocked. Contact the site owner to fix the issue.

**Possible fix**: Add https://cloud8.8x8.com as trusted URL.

**To add a new trusted URL:**

1. Log in to **Salesforce**.
2. Click the **Setup** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-setup_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A09Z&se=2026-11-03T23%3A39%3A09Z&sr=c&sp=r&sig=WzYTaNkxNCgKdvYHqAA45iQ1l9CIlF9qbxrPqxLVVCQ%3D)icon from the top right side of the page.
3. Select **Setup**.
4. In the quick find bar, type **Trusted URLs**.
5. Select **Trusted URLs** from the list of search results.
6. Click **New Trusted URL**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/trusted-urls.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A09Z&se=2026-11-03T23%3A39%3A09Z&sr=c&sp=r&sig=WzYTaNkxNCgKdvYHqAA45iQ1l9CIlF9qbxrPqxLVVCQ%3D)
7. In the **API Name** field, add a relevant name. The trusted URL API name can only contain underscores and alphanumeric characters. It must be unique, begin with a letter, and must not contain spaces and consecutive underscores.
8. In the **URL** field, add https://cloud8.8x8.com.
9. Click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-trusted-url.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A09Z&se=2026-11-03T23%3A39%3A09Z&sr=c&sp=r&sig=WzYTaNkxNCgKdvYHqAA45iQ1l9CIlF9qbxrPqxLVVCQ%3D)
10. Refresh the browser and clear your cookies and cache before you try to relaunch the **8x8 Contact Center** app.

**Users see the OAUTH_APPROVAL_ERROR_GENERIC message.**

Usage restrictions can block access to uninstalled connected apps.

**Error**: A user attempts to sign in through a connected app that is not currently installed in their **Salesforce** organization. Depending on the organization’s API Access Control settings, the user may encounter the following outcomes:

- An error message stating that they can’t be authorized because of an OAuth error. In the background, the system sends an error response similar to: *error=invalid_client* *error_description=app must be installed into org*
- Users are redirected to the Callback URL, also known as the redirect_uri configured in your connected app OAuth settings. The response includes an error message in the URL parameters such as: *error=OAUTH_APP_BLOCKED* *error_description=this app is blocked by admin*

**Possible fix**: Ensure the MaestroInt app is installed. See [install the MaestroInt app and manage access to it](/documentation/docs/install-and-configure-version-3-1-of-the-integration-for-salesforce#install-maestroint).

For additional information on the connected app usage restriction changes, refer to this [**Salesforce** help article](https://help.salesforce.com/s/articleView).