Box for Salesforce: FAQs and troubleshooting

The following article addresses some frequently asked questions about the Salesforce integration and provides solutions to commonly encountered errors. 

 

FAQs:

Troubleshooting:

 

FAQs

What type of Salesforce license does Box for Salesforce support? 

Box for Salesforce currently only supports the following license type:

Standard User Licenses: Salesforce

This license type can and does frequently use custom objects in addition to the standard CRM objects. Custom objects have always been supported and that should never change.

 

Do I need to migrate my data if I upgrade to the new integration?

Yes, you must migrate your data before using the new Box for Salesforce integration. Two main differences between the older version and the new version require a migration:

 

  • Updated folder structures: The new integration uses sub-folders for each object (Opportunities, Accounts, etc.). This is different from the flat folder structure in the older integration.
  • Associated metadata: The new integration stores metadata (partially for records and in a table) for associated folders, shared links etc., on Salesforce. The older version added partner tags to the Box folder.

 

Does the Salesforce admin also need to be the Box admin for the integration to work?

For the Box for Salesforce integration to work, a service account (a Box account with Admin or co-admin privileges at a minimum, dedicated to the Salesforce integration) must be tied to the Box for Salesforce integration. See the Box for Salesforce User Guide for more details on integration prerequisites.

 

Does the integration automatically create folders for all Salesforce objects e.g., Accounts, Leads and Opportunities?

Not automatically. To start, the Salesforce admin will need to add Box Embed to object record page layouts. Then, a user has to navigate to a specific record page and, within the Box Embed framework, confirm that they want to include content in Box for this record. Some Salesforce records might have an associated Box folder while others do not.

 

Does the Box interface support custom Salesforce objects?

Yes, for custom objects you can build your own Visual Force pages. See the Box for Salesforce User Guide for instructions.

 

If a user renames an opportunity folder on Box, what happens to the Salesforce record?

Objects are linked by the tags in Box, which refers back to the Salesforce object ID. This means the Salesforce record name remains unchanged, but the embedded Box content will reflect the new folder name.

 

What happens when a lead is converted to an opportunity?

The Box for Salesforce integration allows the Salesforce admin to determine if a folder should be moved or remain as is. In either case, the opportunity links to the correct folder.

 

Does Box for Salesforce support seamless logins?

Yes. Box for Salesforces uses OAuth2 to connect to Salesforce with a dedicated Box account.

Box for Salesforce automatically logs the user into Box if the seamless login feature is enabled.

 

How does Box for Salesforce work on mobile devices?

Mobile cards for Salesforce1 are provided for standard objects. These mobile cards redirect users to m.box.com, which provides mobile access to all of your content either on a browser or the Box application (if installed).

 

What restrictions can an admin place around Salesforce content in Box?

The user's Box permissions are determined by permissions in Salesforce.

  • Read/Write access on Salesforce translates to an Editor role on Box.
  • Read-only access on Salesforce translates to a Viewer role on Box.
  • The Box for Salesforce integration ensures that all permissions are in sync.

When a user creates a Box folder for a Salesforce record, they are added as collaborators and, therefore, will only have access to this specific subfolder. A user will be able to see the folder path that leads to the record-specific folder without seeing any other content within those folders along the way.

 

See What are the different access levels for collaborators? for additional details on Box collaborator roles.

 

Does the integration support merging accounts?

The integration currently does not support merging accounts.

 

Are Salesforce communities supported?

No, Box for Salesforce currently does not support Salesforce communities.

 

How can I customize the Box for Salesforce integration?

Box offers a Salesforce Developer Toolkit that provides the ability to further customize the behavior of the Box for Salesforce integration programatically. The Toolkit consists of several global APEX methods that can be used to trigger and extend the default behavior: Box For Salesforce: Developer Toolkit

 

How do I uninstall Box for Salesforce?

Follow these instructions to uninstall Box for Salesforce:

  • If you have any Box pages added to page layouts, remove them.
  • If you have any Developer Toolkit customizations in your apex code, remove them.
  • If you have any references to the objects included in the Box for Salesforce packages in your apex code, remove them.
  • Uninstalling the appexchange app will not delete data in your box account but any associations between records/folders/users will be removed.
  • From Setup -> Build -> Installed Packages, choose Uninstall on Box for Salesforce.
  • To preserve any of the FRUP data, export if from your Salesforce instance first.  That data will get deleted once the package is deleted. will need to export it from theirsalesforce org first.  That gets deleted when the package is uninstalled.

Troubleshooting:

 

"Attempt to de-reference a null object."

 

Behavior:

When trying to access a record in Salesforce, the following error is received:

dereference a null object.png

 

Cause:

This error appears when the Admin has set up the widget in the Salesforce Page Layout but has not yet logged into the integration with the Box Service account under the "Box Settings" tab.

 

Resolution:

In order to resolve this, have the Salesforce admin set up the Box Service account per the Installation guide.

 

"Content cannot be displayed: You do not have sufficient privileges to access the page."

 

Behavior:

When attempting to view a folder for a record in Salesforce, the following error is received:

cannot be displayed.png

Cause: 

This error presents itself for all users when Apex controller access has not been granted by the Salesforce admin.

 

Resolution: 

In order to clear this error, the Salesforce admin will need to grant Apex controller access to users in Salesforce.  The Salesforce article below assists with this process:

 

"Invalid tabStyle 'Account' specified. If you are trying to reference a custom Visualforce tab, you must append '_tab."

Behavior:

When trying to click on the "Box Settings" page, the following error is shown:

invalid tabstyle.png

Cause:

This behavior is caused when a user in Salesforce does not have "read" access to the Accounts object.  This will need to be enabled in order to view the "Box Settings" page.

 

Solution:

To resolve this error, the user profile in Salesforce will need to have "read" access to Accounts.  You can also reference the below article with assistance on how to do this:

 

"The Box Service Account has not yet been set up. Please contact your Salesforce administrator."

 

Behavior:

When trying to access any record in Salesforce, all users are seeing the following error message:

service account not set up.png

 Cause: 

This error is caused when either:

  • The Box Service account has not been set up
  • The Box Service account has been linked to the Box User account

Resolution:

If the Box Service account has not been set up yet:

If the Box Service account was linnked to the Box User account:

  • First remove the Box Service account from the Box User settings
  • Setup the Box Service account per the links above

 

"There is a folder with the same name in Box."

 

Behavior:

When trying to create a folder in Box for Salesforce, the following error is received:

duplicate record folders.png

Cause:

This error is produced when creating a folder for a record that currently exists on Box.  When trying to create the folder, there is a naming conflict on Box, which produces the error

 

Resolution:

In order to resolve this error, the folder that currently exists in Box will need to be deleted to free up the name.  Once this is done, try creating the folder once more.

 

"Unable to collaborate user to box folder. Error making collaboration request to Box."

 

Behavior:

When trying to create a folder in Box for Salesforce, the following error is received:

unable to collaborate.png

Cause:

This is caused when the Box Service account does not have the necessary privileges granted on Box (Co-Admin privileges).  The request is made to create the folder but the Box Service account is not privileged to add collaborators to the folder.

 

Resolution:

The Admin will need to grant the Box Service account Co-Admin privileges in their Admin Console under the "Edit User Access Permissions" section.  This will grant the Box Service account the correct permissions to add collaborators to the folder.

 

"Unable to create a box folder for this record. The folder was not found or has been deleted."

 

Behavior:

When trying to create a folder in Box for Salesforce, the following error is shown:

 

"The folder [FolderName] was not found or has been deleted"

deleted folder.png

Cause:

This error arises when the particular Object/Record cannot be referenced by Salesforce because it has been deleted.

  • The error is related to an Object folder being deleted (Accounts, Opportunities, etc) when the folder name is the object itself (see above) and when all records within that particular object produce this error
  • The error is related to a Record folder being deleted (ex: ACME Company) when the folder name is the record itself (if the error above read "The folder ACME Company was not...") and when the error occurs for that record and no others in the object 

Resolution:

In order to resolve this error, the particular folder (Object/Record) that is tied to the error will need to be recovered from the Box Service account's Trash

 

The Admin can login to the Box Service account and access the Trash in order to restore the particular folder(s) that is producing the error.

 

"Unable to create collaboration: Unable to collaborate user on record."

 

Behavior:
When trying to create a folder in Salesforce, the following error appears:

unable to create collaboration.png

 

Cause:

Several things might cause this particular error to arise when creating a folder in Salesforce:

  1. The particular record folder was deleted

 

Resolution:

Scenario 1:

  • In order to resolve this error, the particular folder (Object/Record) that is tied to the error will need to be recovered from the Box Service account's Trash.  The Admin can login to the Box Service account and access the Trash in order to restore the particular folder(s) that is producing the error.

 

"Unable to create root folder. Unable to get the Salesforce root folder."

 

Behavior:

When trying to create a folder in Box for Salesforce, the following error is received:

unable to get root folder.png

Cause:

This error is caused when the Box for Salesforce root folder has yet to be created and the Box Service account is not completely set up.

 

Resolution:

Navigate to the "Box Settings" page.  Is the Box Service account properly linked and is it a Co-Admin in Box.com?

  • If not, first connect the Box Service account and ensure it has Co-Admin privileges.

Once the Box Service account is set up, create the name of the Salesforce root folder and click the "Create Folder" option on the "Box Settings" page.  This will create the root folder and the error will disappear.

 

"Unable to resolve the server's DNS address"

 

Behavior:

"Your connection to Box is no longer valid. Please contact your administrator."

 

Behavior:

When trying to create a folder in Box for Salesforce, the following error is received:

connection to box no longer valid.png

Cause:

This is caused by the connection(s) between the Box Service account and/or Box User account no longer being valid and requires a reauthorization to reestablish connection.

 

Resolution: 

If this error occurs for all users*:

  • Go to Salesforce and login to the Salesforce admin account
  • Go to the + icon when you login and click Box Settings
  • Reauthorize the Box Service account with the correct credentials

If this error occurs for a single user*:

  • Go to Salesforce and login to your Salesforce account
  • Go to the + icon when you login and click Box Settings
  • Reauthorize the Box User account with the correct credentials

 

After these steps are completed, try creating a folder and if the error persists

 

*We recommend these steps be done in a private browsing/incognito window

Additional Information:

We look forward to receiving feedback about the installation process and the integration through Salesforce AppExchange.

 

Version history
Revision #:
25 of 25
Last update:
‎06-02-2017 03:53 PM
Updated by:
 

More in this guide:

  • Box for Salesforce: FAQs and troubleshooting

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