Salesforce – Accessing Salesforce through LiveChat Troubleshooting


General Information

Some Salesforce tasks may be performed from LiveChat. Users must log in to Salesforce from the LiveChat client to access this capability.

Prior to accessing Salesforce through LiveChat, users will also need to generate a Salesforce specific password.

Common issues preventing users from logging in to Salesforce from LiveChat include the user's Salesforce account being locked, the user doesn't have a Salesforce specific password, the user doesn't have a security token, or their security token is expired.

 

Troubleshooting Information

For Salesforce Administrators

  1. Check the user record in Salesforce to confirm if the user account is locked.
  2. If the account is locked, unlock and send an email to reset the user's Salesforce password.
  3. If it is not locked, check the logs to see if user is entering an incorrect password.
    • If the user is entering the incorrect password, send an email to reset the user's Salesforce password.
  4. Once the password is reset, the user can use the new password and security token to login to Salesforce from LiveChat.

For Salesforce Users

  1. Close and restart your browser.
  2. Login to Salesforce.
    • The username should be your Deakin email address, and the password will be your Salesforce specific password.
  3. If you can log in to Salesforce, your password is correct but the security token needs to be reset. To get a new token:
    • Click on your name on top right hand side and select My Settings.
    • In the quick search on the right hand side, search for token. Click the option to Reset My Security Token.
    • The new token should then be sent as an email. Use this new token to log in through LiveChat.
  4. If you can’t log in to Salesforce, then you will need to reset your password:
    • Raise a request for a Salesforce administrator to send you an email to reset your password.
    • After resetting, you will receive an email with a security token.
    • Please use the new token and password to log in to Salesforce through LiveChat.
After several failed attempts to login, a user's account will be locked. A Salesforce administrator is required to unlock the account, or the account will unlock itself after 30 minutes.