Error when logging in via Salesforce: Internal Server Error - An Error Occurred, Please Try Again

Overview

You are having issues logging in to Playbooks via Salesforce and you are getting the following error:

{"error":"internal_server_error","message":"An error occurred, please try again."}

Your Browser's Developer Console or HAR File may have errors like the ones below:

• A ‘cache-control’ header is missing or empty
• Response should include ‘x-content-type-options’ header.
  
  
• 500 internal server error with Salesforce oauth URL
(https://imf-api.insidesales.com/v1/oauth/salesforce/callback)

Solution

Please try the below steps:

1. Please ensure that you are using Google Chrome, as that is the only browser officially supported for Playbooks.
2. Clear cache & cookies and Site Data in Chrome.
3. If you still cannot log in and get the error "unauthorized","reason":"expired", please reset your password:
   1. From the Playbooks extension, select Email > Forgot Password
   2. Enter the email address associated with your Salesforce account and click Continue.
   3. Make sure you are logged into the correct Salesforce account. You may need to log out and back into Salesforce to verify this.
   4. Click on the Reset Password link in the email you just received. Make sure you are opening the latest email that you received.
   5. Connect to the required Salesforce environment by entering your Salesforce credentials.

 

If this does not help, then:

1. Please record a HAR file as the affected user. This will help customer support in diagnosing the problem faster.
2. You should also take screenshots of any errors in the browser's developer console.
   1. In particular, please share the Callback Request from the network tab (More Tools > Developer Tools > Network Tab.)
      
      
3. Please raise a ticket with customer support, and attach the above recorded HAR file and developer console screenshots to the ticket.

 

<supportagent>

In ticket 2933540 this issue was escalated to SaaS. However a root cause analysis was done, and it was found to be a defect. It was then escalated to engineering, who applied a database fix and shared a link for the user to complete some steps (including a password reset) that were missed in the account setup process. If this issue is raised by a customer again, please raise a product defect JIRA with engineering, and attach the HAR file and developer console screenshots shared by the customer.

</supportagent>