Occasionally, your CRM connection to Sales Navigator can be disrupted because of errors in your environment. When an error is detected, your CRM contract enters a buffer window state for a period of three days. During this period, although the CRM stays connected with Sales Navigator, no data sync occurs between the two. Also, this buffer window gives the admin sufficient time to troubleshoot and resolve the errors. If these errors are not resolved within the buffer time, the CRM is automatically disconnected.
Important to know
When the CRM is automatically disconnected, users cannot access contract-level or seat-level CRM Sync features.
Here are some of the errors that could result in your CRM connection being disconnected. The table below also highlights the corrective action that you can take to resolve the errors within the buffer window.
| Error Message | Description | Remedial Action by Admin |
|---|---|---|
| "Oops, the CRM admin account used for CRM Sync is no longer an active user in your CRM and your CRM has been automatically disconnected. If you're still facing an issue, please contact us." | The user for whom the refresh token was assigned is inactive in Salesforce | The admin needs to re-authenticate so the new user can get the refresh token |
| "Oops, your CRM credentials have expired and your CRM has been automatically disconnected. If you're still facing an issue, please contact us." | The refresh token for the admin expired. | The admin needs to re-authenticate |
| "Oops, your CRM is inactive and has been automatically disconnected. To fix this issue, please ensure your CRM is active with Salesforce and reconnect, or reconnect to a different, active CRM. To reconnect, click "disconnect," then "connect" and follow the prompt. If you're still facing an issue, please contact Salesforce for additional information." | The organization for which this token was granted is inactive | The admin needs to re-authenticate |
| "Oops, access to your CRM has been blocked by changes to your CRM's IP restriction range and your CRM has been automatically disconnected. To fix this issue, please change your CRM's IP restriction range to allow LinkedIn IP addresses, then reconnect CRM Sync. To reconnect, click "disconnect," then "connect" and follow the prompt. If you're still facing an issue, please contact Salesforce support for additional information." | IP restrictions for the LinkedIn App | This indicates the admin has IP restriction ranges set in their admin profile and needs to change their IP restriction to add LinkedIn IP addresses in range for the enablement of the CRM sync functionality |