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Troubleshooting after a Sandbox refresh

Step-by-step guide to restore your Salesforce integration after a sandbox refresh, including app verification, credential updates, and reconnection procedures.

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Written by Nue User
Updated over 2 months ago

If you're experiencing issues reconnecting to Salesforce after a sandbox refresh, this guide will walk you through the complete verification and reconnection process. Sandbox refreshes can disrupt the Nue-Salesforce integration due to changes in credentials, user configurations, and system settings.

Step-by-Step Troubleshooting

Step 1: Verify Nue Revenue Builder App

Check your Nue Revenue Builder App in Salesforce to ensure it's properly configured:

  1. Navigate to Settings → Manage Connected Apps

  2. Verify Nue Revenue Builder is in version 7.0

  3. Confirm the following settings:

    • Permitted Users: Admin approved users are pre-authorized

    • Profiles: System Administrator must be in the list

Step 2: Update Custom Settings

Verify and update credentials in your Custom Settings:

  1. Go to Manage Nue System Settings

  2. Update the following values:

    • Nue_API_Access_Key: Update to a refreshed API key from Nue

    • NuePlatformNameCredential: Update to Ruby__NuePlatformBuilder

Step 3: Configure Named Credentials

Update your Named Credentials to point to the correct environment:

  1. Navigate to Nue Platform Builder

  2. Verify the URL points to the correct environment:

  3. Configure Nue External Credentials:

    • Principals must have API Key configured:

      • Name: ApiKey

      • Value: Your API key from Nue

Step 4: Reset Permission Sets

Clean up and reconfigure permission sets to ensure proper access:

  1. Remove the assigned users from the Nue Required Permission Set

  2. Remove the Nue Required Permission Set from ALL Nue Permission Set Groups

  3. Delete the Nue Required Permission Set (this will be recreated automatically when you complete the reconnection)

  4. Confirm the admin/integration user attempting the connection has all Nue permission sets assigned

Step 5: Reconnect in Nue App

Once all Salesforce configurations are verified, complete the reconnection:

  1. Navigate to your Nue app

  2. Deactivate the Salesforce Integration

  3. Delete all existing User Connections

  4. Set up a new connection with the properly configured user

Important Considerations

Integration User Best Practices

⚠️ Critical: Connection breaks when changing the integration user.

  • Use a dedicated integration user (e.g., IntegrationUserSandbox) that will not be deleted or modified during sandbox refreshes

  • Users that don't match between Production and Sandbox will be changed or modified during the refresh process

  • If the integration user was deleted, you must deactivate the connection, complete all verification steps above, and set up a new Salesforce Integration connection using a valid user

Permission Requirements

  • PBO access is not sufficient for the integration

  • A valid user account in the Salesforce org is required

  • The user must have System Administrator profile access

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