---
title: "Sales2CM Troubleshooting Guide"
slug: "sales2cm-troubleshooting-guide"
updated: 2023-05-10T23:35:31Z
published: 2023-05-10T23:35:31Z
canonical: "helpfiles.fybsoftware.com.au/sales2cm-troubleshooting-guide"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://helpfiles.fybsoftware.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Sales2CM Troubleshooting Guide

## OVERVIEW

The following guide lists some of the common Sales2CM issues you may experience along with the possible cause and resolution.

## FAILURE TO LOAD SALES2CM INTERFACE

### DESCRIPTION

You receive the following errors within the log files:

- Authentication response:  Status Code: 400., Reason Phrase: 'Bad Request'
- There was an error during processing of the managed application service auto-start for configuration path: 'MACHINE/WEBROOT/APPHOST/FYB Demo/Sales2CM'. The error message returned is: 'An error occurred while executing Preload method. The given key was not present in the dictionary

### CAUSE

The application cannot authenticate to Salesforce correctly.

### RESOLUTION

- Confirm the account being used by Sales2CM has admin access for enabling authentication.
- Confirm the certificate friendly name shown in the appsettings.json matches the one installed on the server (in certificate manager)
- Confirm that the account running the app pool has full access to the private key for the certificate on the server
- Confirm if the Salesforce instance is a production or sandbox instance. If it is a sandbox instance, please ensure the Sales2CM has "Sandbox" enabled to true.
- Confirm the Salesforce version matches the API Endpoints within the SettingsGeneral.json file. By default this is set to v49.0, but newer instances of Salesforce require a higher version. The version should match the current salesforce instance.
  - ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-IF9VAV37.png)
- Confirm that 'Require Secret for Web Server Flow' has been enabled on the Sales2CM app within Salesforce.
  - ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-BQU1935A.png)