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, your CRM credentials have expired and your CRM has been automatically disconnected. To fix this issue, please refresh your credentials by reconnecting your CRM. Click "disconnect," then "connect" and follow the prompt. If you are still facing an issue, please contact us." | Refresh token expiry | The admin needs to re-authenticate |
| "Oops, there has been a change in your CRM policy related to multi-factor authentication and your CRM has been automatically disconnected. To fix this issue, please refresh your credentials by reconnecting your CRM. Click "disconnect," then "connect" and follow the prompt. If you are still facing an issue, please contact us." | The admin needs to do multi-factor authentication to refresh the token or if the configuration was changed | The admin needs to re-authenticate |
| "Oops, access to your CRM has been blocked by changes to your CRM's Conditional Access policies and your CRM has been automatically disconnected. To fix this issue, please change your CRM's Conditional Access policies to allow the connecting user access to the CRM, then reconnect CRM Sync. To reconnect, click "disconnect," then "connect" and follow the prompt. If you're still facing an issue, please contact Microsoft Dynamics 365 Sales support for additional information." | Access policy changes | The admin needs to modify the CRM conditional access policies. |
| "Oops, your client secret has become invalid or expired and your CRM has been automatically disconnected. To fix this issue, please refresh your credentials by reconnecting your CRM. Click "disconnect," then "connect" and follow the prompt. If you are still facing an issue, please contact us." | Client secret expired and needs re-authentication | The admin needs to re-authenticate. |
| "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. To fix this issue, please reconnect with an active CRM admin user. Click "disconnect," then "connect" and follow the prompt. If you are still facing an issue, please contact us." | User account disabled by admin | The SN admin needs to contact the CRM admin. Possible cause including CRM user account is deactivated. |
| "Oops, your CRM credentials have expired due to a password change and your CRM has been automatically disconnected. To fix this issue, please refresh your credentials by reconnecting your CRM. Click "disconnect," then "connect" and follow the prompt. If you are still facing an issue, please contact us." | The token/grant expired | The SN admin needs to reconnect |
| "Oops, access to your CRM has been blocked by changes to your CRM's Conditional Access policies related to the Device object and your CRM has been automatically disconnected. To fix this issue, please change your CRM's Conditional Access Device policies to allow the connecting user access to the CRM, then reconnect CRM Sync. To reconnect, click "disconnect," then "connect" and follow the prompt. If you're still facing an issue, please contact Microsoft Dynamics 365 Sales support for additional information." | Device object was not found | The SN admin needs to modify the CRM conditional access policies. |
| "Oops, your CRM is inactive and has been automatically disconnected. To fix this issue, please ensure your CRM is active with Microsoft Dynamics 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 Microsoft Dynamics 365 Sales for additional information." | Subscription within tenant lapsed | The SN admin needs to contact the CRM admin to renew their CRM tenant. |