Resolve Salesforce service account user or profile errors

Updated August 04, 2025 15:52

Overview

Incydr connects to your Salesforce environment using a service or integration account. You can control access to Salesforce data by deactivating or freezing users or removing their permissions. However, if any of these actions are taken on the Incydr service account user (or its associated custom profile) in Salesforce, the Incydr connection enters the Error status and monitoring stops. This article helps you resolve these errors and return the connection to Monitoring.

View the connection's details for more information about the cause of the error. Errors can occur due to the following:

The Incydr service account user has been deactivated in Salesforce
The Incydr service account user has been frozen in Salesforce
The custom profile associated with the Incydr service account user has incorrect permissions

User has been deactivated

In Salesforce, you can deactivate users to prevent them from logging into your environment while preserving historical activity and avoiding orphaned records and the loss of business information. If the Incydr service account user is deactivated in Salesforce, this error message is displayed in the connection's details:

The Salesforce service account user that authorized this data connection has been deactivated. Reactivate the user account to return this data connection to monitoring.

To reactivate the Incydr service account user and resolve the error:

Log into Salesforce using your administrator account.
If needed, navigate to Setup.
- In Lightning Experience: Click the Setup icon in the upper-right corner of the screen, then select Setup from the menu that appears.
- In Salesforce Classic: Click Setup in the upper-right corner of the screen.
Salesforce "remembers" what you were last working on when you log out. If you were last working in Setup, you may not need to navigate there again.
Navigate to Users.
- In Lightning Experience: Under Administration, go to Users > Users.
- In Salesforce Classic: Under Administer, go to Manage Users > Users.
Locate the Incydr/Code42 service account user in the list.
The Active checkbox is cleared, indicating that this user is deactivated.
Click Edit.
In the user's General Information section, select Active to reactivate the user and then click Save.
Incydr detects the reactivation, automatically clears the error, and returns the connection to the Monitoring status within 20 minutes.

User has been frozen

If the Incydr service account user is frozen in Salesforce, this error message is displayed in the connection's details in the Incydr console:

The Salesforce service account user that authorized this data connection has been frozen. Unfreeze the user account to return this data connection to monitoring.

This error occurs in these situations:

An administrator has accidentally frozen the Incydr service account user in Salesforce.
Freezing a user in Salesforce also prevents that user from logging in, and is used to prevent access in situations when you can't immediately deactivate a user account.
The Incydr service account user has logged into Salesforce via the API too many times within an hour, and Salesforce has automatically frozen the account for security reasons.
If you use the Incydr service account user for other integrations, those additional API logins and requests may exceed the Salesforce hourly limit. It's unlikely that the Incydr service account user will exceed the hourly limit if you use it only for report download monitoring. This error automatically resolves within the hour when the hourly login quota resets.

If the Incydr service account user has accidentally been frozen by an administrator, unfreeze it in Salesforce to resolve the error:

Log into Salesforce using your administrator account.
If needed, navigate to Setup.
- In Lightning Experience: Click the Setup icon in the upper-right corner of the screen, then select Setup from the menu that appears.
- In Salesforce Classic: Click Setup in the upper-right corner of the screen.
Salesforce "remembers" what you were last working on when you log out. If you were last working in Setup, you may not need to navigate there again.
Navigate to Users.
- In Lightning Experience: Under Administration, go to Users > Users.
- In Salesforce Classic: Under Administer, go to Manage Users > Users.
Locate the Incydr service account user in the list.
Click Edit.
Click Unfreeze at the top of the screen to unfreeze that user.
Incydr detects the change, automatically clears the error, and returns the connection to the Monitoring status within 20 minutes.

Profile permissions are incorrect

When you set up a custom profile for the Incydr service account, you give that profile a number of permissions that allow it to access data in your Salesforce environment. If a required permission is not given to this profile (or is later accidentally revoked), this error message is displayed in the connection's details:

The Salesforce profile for the service account user that authorized this data connection does not have the correct permissions. Verify the profile's permissions to return this data connection to monitoring.

To grant the profile the correct permissions and resolve the error, verify that the profile has been granted the correct Administrative Permissions and General User Permissions. After the correct permissions are granted, Incydr detects the change, automatically clears the error, and returns the connection to the Monitoring status within 20 minutes.

External resources

Salesforce documentation