Troubleshoot common errors with the Vidyard for Salesforce integration

When you set up the Salesforce integration, Vidyard performs a health check to ensure it has read/write access to the correct records and fields.

If the integration has not been set up correctly or given the correct level of permissions, you may encounter errors on the integrations page in Vidyard, or inside Salesforce.

Below you'll find some of the most common errors that can appear, as well as troubleshooting steps to resolve them.

User is not admin approved to access this app

You may receive the following message in Vidyard when trying to connect to Salesforce:

• Error message: Salesforce returned the following error: user is not admin approved to access this app.

• Problem: The user attempting to connect Vidyard to Salesforce does not belong to a Managed Profile or Permission Set with access to the Vidyard installed app.
  
  
• Solution: In Salesforce, manage which users have access to the Vidyard app. Ensure the user making the connection belongs to a Managed Profile or Permission Set permitted to use the app.

Salesforce custom object Vidyard Video View invalid

You may receive the following message in Vidyard when trying to connect Salesforce:

• Error message: Salesforce custom object Vidyard Video View Invalid: could not find Vidyard Video View Custom Object

• Problem: When trying to connect Vidyard to Salesforce, we could not find Vidyard's custom object installed in your Salesforce account. The Video View custom object is required for the integration to work.
  
  
• Solution: Visit the Salesforce AppExchange and download Vidyard's integration package. Follow the prompts to install the package in your Salesforce account.

Error rendering Canvas application

When a user selects the Send Video Email button on a lead or contact record in Salesforce, the following error can appear.

• Error message: Oops, there was an error rendering Force.com Canvas application [Vidyard_prod]

•  Problem: The user does not belong to a Managed Profile or Permissions Set that has access to the Vidyard app in Salesforce.
  
  
• Solution: Update the user's Profile or Permissions. To see which profiles or permission sets have access to Vidyard, go to Manage Apps > Connected Apps > Vidyard.

OAuth policy not set correctly

When a user selects the Send Video Email button on a lead or contact record in Salesforce, the following error can appear.

• Error message: The Vidyard App OAuth policy is not set correctly

• Problem: The OAuth policy for Vidyard's connected app has not been configured.
  
  
• Solution: In Salesforce, go to Set Up > Manage Apps > Connected Apps > Vidyard to manage which users have access to the app. Ensure the OAuth policy for the app has been set to Admin approved users are pre-authorized.