Troubleshooting

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Connection and authentication issues

• Salesforce data source stuck in Activating or Error state.
• Errors indicating Glean cannot validate connector credentials or administrative permissions (for example, SALESFORCE_1–3 error codes).

• Integration user lacks required administrative permissions (e.g., API Enabled, View Roles and Role Hierarchy, View Setup and Configuration, View All Profiles, View Data Categories in Setup).
  → Review the Required Salesforce permissions and update the user’s profile/permission set.
• Integration user lacks Read/View All on required objects (Accounts, Cases, etc.).
  → Grant appropriate object‑level permissions and retry the connection or crawl.
• Salesforce connected app / API Access Control is preventing the OAuth flow (e.g., app not approved, IP restrictions, MFA requirements).
  → Approve the Glean app or relax relevant policies for the integration user.

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Missing objects or fields

• An object you expect (e.g., a custom object) does not appear in the Glean Objects picker.
• A field you expect cannot be selected as a facet or filter, or does not appear in results.

• The object is not queryable/retrievable per its Salesforce metadata, or the integration user lacks access to it.
  → Confirm metadata flags in Salesforce (Object Manager → [Object] → Details) and integration‑user access.
• The field type is not eligible as a filter (e.g., not an email, picklist, multipicklist, string, boolean, or combobox).
  → The field may still be indexable but cannot be used as a structured filter; select a supported field type instead.
• The field is not readable by the integration user at FLS level, triggering SALESFORCE_3 or similar errors.
  → Grant field‑level read access or remove the field from the configuration.

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Files and Knowledge issues

• Files you expect are missing, or appear without content.
• Knowledge articles do not appear, appear only for some users, or drafts are missing when you expect them.

• Files:
  • ContentDocument is not configured as an object in the Salesforce data source.
  • Integration user lacks Query All Files permission.
  • Files exceed the 64 MB limit or are of unsupported types (encrypted/compressed/media), so only metadata is indexed.
• Knowledge:
  • Integration user is not a Knowledge User or lacks required Knowledge permissions.
  • Draft article indexing is not enabled in your deployment (if you expect drafts).

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Slow or stalled crawls

• Initial crawl runs for a very long time.
• Incremental crawls appear to lag, or backlogs accumulate.

• Very large data volumes (many records/objects) or very wide objects (many fields) increasing payload size.
• Low internal QPS / cautious API throttling due to observed Salesforce limits.
• Extremely complex share record structures causing heavy hourly scans.

• Start with a smaller object set and expand as you validate performance.
• Work with Glean Support to tune crawl frequencies or QPS where appropriate.
• Consider reducing share‑record crawl frequency for very high‑volume orgs, understanding the trade‑off for permission revocation latency.