Troubleshooting Salesforce: INVALID_LOGIN - Failed to open a connection

Troubleshooting Salesforce: INVALID_LOGIN - Failed to open a connection

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Article ID: KB0078224

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Updated On:

Products Versions
TIBCO Cloud Integration - Connect ( Scribe ) NA

Description

Product:  TIBCO Scribe® Online


Summary:  Troubleshooting Salesforce authentication.


Symptom:  Job fails to run.


Solution status:  Warning, Idle Last Run Failed


Execution  History:  Fatal Error (Failed to open one or more connections: Verify that the connection URL is correct and that you can connect to the same URL from the system running the Scribe Online Agent. The following exception message was returned from Salesforce: INVALID_LOGIN: Invalid username, password, security token; or user locked out)


Cause:  Authentication problem's possible causes are:

  1. Using wrong username and/or password
  2. If security token is used:
    • And the wrong Security Token is used
    • Or no security token is used when it is required
    • Or an expired security token is being used
  3. If Trusted IP Address is used:
    1. IP address was not supplied correctly for trusted IP Address function to work


Explanation:.  INVALID_LOGIN – Failed, indicates authentication problem.  The possible origins of this problem have been listed in the Cause section above and depending on which is the source of the problem, there is a slight different to remedy the issue.

Note:
If Salesforce connection is configured to use Security Token method:
You must have a security token from Salesforce to allow a third-party product to access your Salesforce organization.  If you do not have one or can't remember what it is, go to the settings for your Salesforce account and select Request a Security Token.  The Security Token is sent to you via email.
Also, remember that every time that the user changes password on that account, Security Token must also get renewed.
If password changes, per Salesforce policy or user’s choice, the Security Token must be reset.

Issue/Introduction

Troubleshooting Salesforce authentication.

Resolution

Determine connection method and follow appropriate instructions:
  1. Connection​ Method:  Security Token or Trusted IP Address
    1. Are you using the correct username and password?
      1. ​if yes, depending on the method you use, go to step 2 or step 3
      2. ​If no, use the appropriate credentials.
        • Test the connection (How?  refer to “How to test a connection” section)
        • Test the solution (How?  refer to “How to test a solution” section)
        • If it still does not work, contact TIBCO Scribe® Support. 
  2. Connection​ Method:  Security Token
    1. Do you have the correct username, password, and Security Token?
      1. If not, enter the appropriate username, password, and Security Token
      2. Test the connection (How?  refer to “How to test a connection” section)
      3. Test the solution (How?  refer to “How to test a solution” section)
      4. If it still does not work, let us know.
    2. Do you have an expired password?
      1. Reset password
      2. Request a new Security Token
      3. Enter the appropriate username, password, and Security Token
      4. Test the connection (How?  refer to “How to test a connection” section)
      5. Test the solution (How?  refer to “How to test a solution” section)
      6. If it still does not work, let us know.
    3. If you have forgotten password and / or Security Token
      1. Request a new Security Token
      2. Enter the appropriate username, password, and Security Token
      3. Test the connection (How?  refer to “How to test a connection” section)
      4. Test the solution (How?  refer to “How to test a solution” section)
      5. If it still does not work, let us know.
  3. Connection​ Method:  Trusted IP Address
    1. Inquire from appropriate personnel, that you have the correct IP address in the configuration
    2. Test the connection (How?  refer to “How to test a connection” section
    3. Test the solution (How?  refer to “How to test a solution” section)
    4. If it still does not work, let us know.
 

How to test a connection
 

  1. In the TIBCO Scribe® Online dashboard, open Salesforce connection. 
               ​ kA30e000000fxoBCAQ_en_US_1_0

       2. In the “Edit Connection” window, Click on the TEST button.

              kA30e000000fxoBCAQ_en_US_1_1

       3. If connection test passes, the following message will appear
              kA30e000000fxoBCAQ_en_US_1_2


How to test a solution
 

       1. In the TIBCO Scribe® Online dashboard, open Salesforce connection.
            kA30e000000fxoBCAQ_en_US_1_3

       2. In the solution window, Click on the RUN button
            kA30e000000fxoBCAQ_en_US_1_4

Additional Information

For additional information, see TIBCO Scribe® Online help:  TIBCO Scribe® Connector For Salesforce
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