Troubleshoot Connecting to Salesforce

If you are having problems connecting to Salesforce, here are some tips to help you resolve any issues.

Jetstream IP Addresses

If you need to allow IP addresses for your org, Jetstream will use one of the following three ip addresses:

• 3.134.238.10
• 3.129.111.220
• 52.15.118.168

Installing Jetstream

After you attempt to connect your Salesforce Org, you should be able to see the connection in Salesforce settings under the Connected Apps OAuth Usage option.

From here you have the option to install the Jetstream Connected App, which will allow you to configure security policies for the connection.

• Permitted Users - You can restrict the connection to Admin users.
• IP Relaxation - You can configure unique IP address restrictions for this connection.
• Refresh Token Policy - Jetstream uses OAuth2 which means there is a short-lived accessToken and a long lived refreshToken which is used for Jetstream to call Salesforce APIs without ever having direct access to your password.
  • You can adjust the settings here based on your desired security preferences.
• Session Policies - You can control how you want your session for your accessToken and refreshToken to behave

Based on your Refresh Token and Session policies, this will control how often you need to re-authorize your org from within Jetstream. If your refreshToken expires, then you will need to re-authorize.

Troubleshooting Tips

If you have issues adding your org, here are some likely causes and solutions.

Problem	Possible Causes	Solution
You are unable to login, your username and password is not accepted from Salesforce	Your org may have a login restriction to only allow access by logging in using the custom domain.	This setting can be found in Salesforce under Setup → My Domain → Policies → Prevent login from https://login.salesforce.com. If this is set to true, then you will want to use the Custom Login URL option and provide custom domain shown on the Current My Domain URL on the setup page.
You receive an error message after successfully logging in	You may have 3rd party OAuth apps blocked by your administrator You might require an administrator to pre-install or enable 3rd party OAuth apps in your org You may have IP address restrictions enabled for your profile or for Connected Apps	OAuth configuration settings can be managed in Setup → Manage Connected Apps → Find Jetstream and click Edit. From here, you have the ability to: Install the connected app, which pre-authorizes users Choose which profiles have access to use the connected app Relax IP address restrictions for this app For Refer to the Salesforce Documentation for more information.
When you click a Salesforce link, you are required to "Choose a Verification Method" to continue to Salesforce.	You may have very strict session settings in Salesforce, such as "High Assurance".	By default, Jetstream uses Frontdoor to login using your existing Jetstream session. This can be disabled by navigating to your settings and enabling the option to Don't Auto-Login on Link Clicks.