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Troubleshooting

If you encounter errors, refer to the following instructions for recovery.

Can’t See Images in the Builder Preview That Were Uploaded When Creating the Portal

In the Builder preview, you cannot see the images that were uploaded when creating the portal because the shared user isn’t a member of any libraries.

To add the shared user as a member of the asset library:

  1. Log in to the Salesforce organization as a System Administrator.

  2. Click the App Launcher, enter files in the search box, and select Files.

  3. Click Libraries in the navigation pane.

  4. Click Asset Library in the list.

  5. Click Manage Members.

    The Manage Library Members screen opens.

  6. In the Add Members field, click the down arrow next to the stack icon and select People.

    The Add Members field shows the search people box.

  7. Click in the search people box and select Builder Preview.

  8. In the Access field, select Author.

  9. Click Add to allow the Builder Preview user to upload images in the Builder for later use.

    The Current Members section shows the Builder Preview member and Author access.

  10. Close the screen.

  11. Confirm that the Builder Preview user can see the library images in the Builder.

  12. Reload the page if the images aren’t showing up.

API Experience Hub Does Not Show on the Anypoint Platform Landing Page

If API Experience Hub does not show on the Anypoint Platform landing page, ensure that you’re using the main organization. Contact the MuleSoft administrator to ensure that the entitlement is enabled.

Error Occurs When Changing the Relax IP Restrictions Option

In this release, IP restrictions for the connected app aren’t supported. By default, the IP Restrictions field is set to Relax IP Restrictions. If you have Trusted IP Ranges in your organization, they are bypassed by the connected app. To avoid errors, don’t change the IP Restrictions field from Relax IP Restrictions because it produces errors when creating the portal.

Error Saving Changes to the Portal When an Object Has Validation Rules Activated

An error occurs when saving styling changes to the portal if an object has validation rules applied for standard objects that are created during the Salesforce linking process.

You can’t apply validation rules to Salesforce standard objects, such as account and user objects, that are created during the Salesforce linking process.

The workaround is to bypass the validation rule for the Salesforce user who performs the linking process. This user must have the System Administrator profile to perform the linking process.

These instructions pertain to bypassing account object validation rules but can apply to bypassing custom validation rules of other objects. You can also use an existing permission set instead of creating a new one.

  1. Create a custom permission:

    1. From Salesforce, go to Setup, enter custom permissions in the Quick Find box, and select Custom Permissions.

    2. Click New and enter the permission information:

      • Label

        Enter Bypass Account Validation Rule.

      • Name

        Click the field to populate it with the label name with underscores.

      • Description

        Enter a description for the permission.

    3. Click Save.

  2. Create a permission set and add the custom permission:

    1. From Setup, enter permission sets in the Quick Find box and select Permission Sets.

    2. Click New and enter the permission set information:

      • Label

        Enter Bypass Account Validation Rule.

      • Name

        Click the field to populate it with the label name with underscores.

    3. Click Save.

    4. Click Bypass Account Validation Rule and select Custom Permissions from the Apps section.

    5. From Available Custom Permissions, select Bypass Account Validation, click Add, and then click Save.

    6. From the Custom Permissions list, select Bypass Account Validation and Save.

    7. From Object Manager, select Validation Rules.

    8. Select the object used for the validation rule and click Edit.

    9. In the Error Condition Formula box, enter the following:

      AND (
  NOT($Permission.Bypass_Account_Validation),
  ISBLANK (Website)
)

    10. Click Save.

  3. Assign the permission set to the user performing the linking process:

    1. From Setup, enter permission sets in the Quick Find box and select Permission Sets.

    2. Click Bypass Account Validation Rule and click Manage Assignments.

    3. Click Add Assignment, select the user, and then click Next.

    4. Click Assign.

    5. Perform the Salesforce linking process using the user with the bypass permission set.

Error When Installing the Package During the Connection Process

If you encounter errors while installing the package during the connecting to Salesforce process, you can review more details about the deployment status:

  1. From Salesforce, go to Setup.

  2. Click Environments.

  3. Click Deploy.

  4. Click Deployment Status.

  5. Review the Failed and Succeeded sections.

Linking Process Fails

The linking process fails when the user who executes the linking process has the Exchange Contributor role in a business group and this user does not have the System Administrator permission in that same business group.

To resolve this issue, add the organization administrator permission to the user who is executing the Salesforce linking in the business group.

SSO Sign-In Fails or Connection Error Appears After Removing Salesforce Administrator Permissions

After you remove administrator permissions from a Salesforce user or change that user’s role, one or both of these symptoms occur:

  • Users can’t sign in to the portal using SSO.

  • In Anypoint Platform, API Experience Hub displays the Unable to connect to registered Salesforce org error, and API Experience Hub administrators can’t curate assets or approve prospects.

Two separate API Experience Hub dependencies on a Salesforce user cause these symptoms. The same user can be both, so before you change a user’s permissions, check whether the user is either of the following.

User Who Runs the Registration Handler

Salesforce runs the AEHPortalRegistrationHandler as a specific user when someone signs in using SSO. If you remove permissions from that user, SSO sign-in fails for everyone.

To resolve this issue, change the user who runs the handler before you change the original user’s permissions:

  1. From Salesforce, go to Setup, enter Auth. Providers or Single Sign-On Settings in the Quick Find box, and click the option you use for SSO.

  2. Open your SSO configuration and click Edit.

  3. Change the user:

    • For an authentication provider, select Execute Registration As.

    • For SAML with just-in-time provisioning, select Execute Handler As.

      Select another administrator, or a user who has the AEH_Anypoint permission set. For more information, see Configuring SSO.

  4. Click Save.

User Who Created the Connection

When you connect API Experience Hub to Salesforce, API Experience Hub stores the username of the user who created the connection. When API Experience Hub in Anypoint Platform needs information from Salesforce, it gets a token for that user through the Anypoint_AEH connected app. If that user loses the required permissions, the connection in Anypoint Platform breaks.

To resolve this issue, delete the connected app and reconnect. Perform these steps only if the user whose permissions are changing created the connection or the portal.

While the connection is broken, API Experience Hub administrators can’t curate assets or approve prospects. API Experience Hub keeps published assets, and portal users aren’t affected.

  1. From Salesforce, go to Setup > App Manager.

  2. Find the Anypoint_AEH connected app. From the dropdown menu, click View, and then click Delete.

  3. Wait at least 10 minutes to avoid cache issues.

    If you were already logged in to Anypoint Platform when you deleted the connected app, log out before you continue.

  4. Log in to Anypoint Platform and open API Experience Hub.

    The Unable to connect to registered Salesforce org error appears.

  5. Click Reconnect, and then click Connect.

  6. Log in to Salesforce and authorize the connection.

    Use a dedicated service account that has the required privileges, so that future role changes for individual users don’t affect the connection.

    Salesforce redirects you back to Anypoint Platform, and the reconnection completes.

Don’t disconnect the portal to resolve this issue. Disconnecting permanently removes published assets, user groups, and prospects, and deletes the connected apps in Salesforce and Anypoint Platform. Follow the steps in this section to reconnect without losing this information. For more information about disconnecting, see Disconnecting the Portal.
The error can also occur if you refresh or delete the Salesforce organization. In that case, you must disconnect and reconnect the portal. For more information, see Disconnecting the Portal.

Not Receiving Emails from Salesforce Experience Cloud

If you’re not receiving emails from Salesforce Experience Cloud, disable the standard configuration by following these steps:

  1. Go to Setup > Deliverability > Email Security Compliance.

  2. Deselect Enable compliance with standard email security mechanisms.

Contact MuleSoft Support

For professional services customizations, enhancement requests, and other help, contact your MuleSoft Customer Success representative.

To report issues or defects in API Experience Hub, submit a support case from Salesforce Help.

The MuleSoft support team works closely with the Salesforce support team to coordinate work on any support tickets involving Salesforce technology.

Service-level agreements (SLAs) for support are available at the MuleSoft Product Support and Maintenance Terms page.

See Also