Troubleshooting

Overview

The topic provides an up-to-date list of both helpful insights and solutions to known issues regarding the Oracle CPQ Connector for Salesforce. This information is intended for administrators and developers because it provides implementation help and solutions to known issues.

Helpful Hints

Below are useful time saving tips or advice directly from our developers and QA testers to help you configure the most efficient system integration using the Oracle CPQ Connector for Salesforce.

Tip Description

To avoid the truncation of Quote Name in the Oracle Adapter

The Transaction Name attribute in Oracle CPQ should be the same size as the Quote Name field on the Oracle Quote (Max. 80 chars).

Browser Tip for Apple Mobile Safari users

Ensure the supported version of iOS Safari is supported. Refer to Browser Support in the Oracle CPQ What's New.

Ensure pop-up windows are allowed.

By default, Apple Mobile Safari sets the Accept Cookies option to Sites I Visit, which presents issues for Canvas Apps.

Solution: Use the Salesforce suggested settings for Apple Cookies. This requires setting the Block Cookies setting to Never. Otherwise, Oracle CPQ doesn’t have permissions to set cookies and cannot log in users via the Salesforce Canvas App. For additional information, refer to the Canvas Developer Guide.

Lightning User Interface error

First step of troubleshooting any errors in the Lightning UI should be to check that the Embedded UI does not also have errors. Often errors are due to problems with the integration XSL files.
Sandbox Testing Always upgrade in a Salesforce sandbox and test the instance of Oracle CPQ before installing into production.

Troubleshooting Issues

If you are encountering a problem, the table below may have a solution to your issue.

Issue Possible Solution

Authorization Certificate has Expired.

More than likely, it has been two (2) years since your Salesforce org’s certificate was last authorized with Oracle CPQ using OAuth 2.0 Security. These certificates are good for two years and then must be renewed. The solution is to authorize a new certificate and is described the Create a Certificate section of the Oracle CPQ Connector for Salesforce Installation and Setup Guide.

Before you officially switch over to a new certification (and its new keychain record), we highly recommend that you perform this first in a sandbox.
Communities users cannot create quotes but internal users are able to create quotes. Administrators should verify the Default External Access policy is not set to Private for the CPQ Site Settings and Oracle User objects. If it is set Private, it should either be set to Public or another sharing policy should be defined for community users to gain access.

When entering CPQ site settings information, you get a "405" error when connection to Oracle CPQ.

Verify that the Certificate Name is an exact match for the one provided via My Oracle Support.
Previously generated authorization tokens expired. Review token refresh policies on the Connected App created from Create a Connected App in Salesforce section of theOracle CPQ Connector for Salesforce Installation and Setup Guide. This should be set to refresh token is valid until revoked.
Mark Quote as Active fails and generates an Error.

If you receive a Salesforce non-zero error when you attempt to mark a quote as active, this may be caused by using zero (0) as the quantity for a line item. Even though Oracle CPQ allows a zero (0) quantity as a line item (e.g., subscription for 12 months), Salesforce does not. Salesforce has a non-zero quantity rule for Opportunity products and does not add products if a quantity is set to zero (0).

To avoid this, when adding products to your quote, do not use zero (0) as a quantity.
Quote Names are Truncated. To avoid this, the Transaction Name attribute in Oracle CPQ should be the same size as the Quote Name field on the Oracle Quote (Max. 80 chars).
Administrator does not receive error messages when attempting to create a new CPQ User. Navigate to Salesforce Setup and search for Batch Jobs to review any error messages that may have been received during the user creation process.
User sync fails. Verify the administrator has the required permission settings and CPQ administrator groups as specified in User Sync.
Permission errors Verify that your user has been synchronized to CPQ.
An error is present in the Embedded mode. Locate the integrations that run on that particular action (for example, including the Lightning Sync Action’s modify for New) and use the integration debugger from within Oracle CPQ’s Admin interface.
When trying to create a new quote, you get an error similar to "Data Not Available" or "403" errors. Check that the certificate has been added successfully and that the unique name for the certificate in Salesforce settings matches the value entered in the CPQ Site Settings exactly. The value is case sensitive.
The Embedded UI loads a blank frame. On the Connected App, set the Permitted Users to “Admin approved users are pre-authorized” and add the CPQ permission sets as approved for the Connected App.
When trying to pair CPQ Integration User to Salesforce, the Generate Token button is missing from theUser Integration page.

Try the following steps:

  1. Go to CPQ Admin Home page.
  2. Click General Site Options under General.
  3. Verify Enable CRM OAuth is set to Yes.
  4. Click Update.
When adding a line item or reconfiguring the canvas, you receive a white screen and error message. If you receive a white screen and error message similar to “error=redirect_uri_mismatch&error_description…”, ensure the CPQ site URLs are entered correctly. Refer to the Add CPQ Environment to CORS Allowlist and Add CPQ Environment to CSP Allowlist procedures in the Oracle CPQ Connector for Salesforce Installation and Setup Guide.
Line Item Ordering is not enabled (_sequence_number attribute enabled). Verify that the site has been provisioned with the latest Oracle CPQ Reference Application for Salesforce. Refer to the Oracle CPQ Connector for Salesforce Upgrade and Migration Guide for instructions.
Unable to view recordView component when creating a new Lightning page in the Lightning App Builder. If you are not able to view the recordView component when building a new Lightning App, you may need to deploy your previously created My Domain.
Import Opportunity doesn’t work. Verify that Document VarName is correct.
Parts Sync doesn’t work. Review the export parts, verifying the required field mappings are correct.
The Lightning Sync Action creates two objects within the Salesforce Opportunity: one blank quote and one quote with the details saved post-creation. Confirm you are using the correct Integration for the Lightning Sync Action. Reusing the Save Action integrations can cause this issue.
“Apex heap size too large" error Salesforce enforces an Apex Heap Size Limit of 6MB for synchronous transactions. The "Apex heap size too large" error occurs when too much data is being stored in memory during processing. In some cases when setting up Lightning Mode for a very large Commerce Process, this error can occur when generating the CPQ Site Settings. This can be resolved by reverting to Embedded Mode or deleting actions and attributes from your process.

Notes

For more Oracle CPQ and Salesforce integration information, refer to the following guides:

If you do not see a solution to your issue, you can submit a Oracle CPQ Connector for Salesforce Service Request on My Oracle Support.

Related Topics

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