Update
We have identified the cause of the Salesforce connection failures some customers are seeing. A recent incident on the Salesforce side caused authentication requests to fail intermittently (https://status.salesforce.com/incidents/20004512). As a result, the Salesforce authentication token for some Gainsight connections was invalidated. Salesforce has since resolved its incident. However, affected connections will not recover on their own. Re-authorizing the connection is required.
Who is affected: Customers whose Salesforce connection is failing or showing an authentication error, including data syncs and jobs that depend on that connection.
What you need to do: Re-authorize your Salesforce connection in Gainsight. Once re-authorized, blocked or failed jobs should resume. If any jobs remain failed, re-run them after re-authorizing.
If you re-authorize and still see issues, please contact Gainsight Support at support@gainsight.com.
Who is affected: Customers whose Salesforce connection is failing or showing an authentication error, including data syncs and jobs that depend on that connection.
What you need to do: Re-authorize your Salesforce connection in Gainsight. Once re-authorized, blocked or failed jobs should resume. If any jobs remain failed, re-run them after re-authorizing.
If you re-authorize and still see issues, please contact Gainsight Support at support@gainsight.com.
Monitoring
We are observing the error rates have subsided and this may be related to incident at Salesforce end (https://status.salesforce.com/incidents/20004512)
If you are still experiencing any errors, please raise a request with our support team, support@gainsight.com.
If you are still experiencing any errors, please raise a request with our support team, support@gainsight.com.
Investigating
We are aware of a subset of customers using SFDC Connector are experiencing increased error rates, impacting their rules and connectors.
Our team is investigating the same, we will provide further updates as we receive more details.
Our team is investigating the same, we will provide further updates as we receive more details.
This incident affects: Gainsight CS - US1 Region (Gainsight CS US1 Application, US1 Rules Engine Queue), Gainsight CS - US2 Region (Gainsight CS US2 Application, US2 Rules Engine Queue), and Gainsight CS - EU Region (Gainsight CS EU Application, EU Rules Engine Queue).