How to Troubleshoot for Salesforce in Zoom app

This post was most recently updated on July 28th, 2022

The following information can help you troubleshoot and resolve common issues with Salesforce.

How to troubleshoot common issues with Salesforce

Unable to synchronize Zoom Webinars attendees to Salesforce

The user’s Zoom account should be secured by BAA security, so make sure it is disabled for the user. Data sync is blocked by the BAA security feature.

Unable to install the app

This app installation is blocked by the use of probabilistic encryption on fields used by the Zoom integration. You should ensure that the contact information and lead information in the app are encrypted deterministically in order to enable successful app installation.

Developer Script Error: XXX: unknown: Inactive User, orgID: XXX

  1. Go to the Scheduled Jobs page and click on it.
  2. There is a ZoomMettingMetrics Schedule job that needs to be deleted.
  3. The Zoom Config page can be edited from the Zoom Config page.
  4. The job will be resubmitted once you click Save.

Meeting ID shows as null

Check that the Remote Site Settings option is enabled for the Zoom app in Salesforce by logging in to the account.

Unable to receive Zoom invitations emails sent from Salesforce

Make sure that the Email Deliverability settings are set to All Mail in your Email Deliverability settings.

Error: Your email is not a valid Zoom User

Please confirm that the email address of the Salesforce user matches the email address of the Zoom account.

The Start a Meeting button in Salesforce is not working

It is possible that the Salesforce administrator has assigned your user two different types of records.

  1. When you open the Object Settings window, click the Events button.
  2. The default record type should be set to one of them.

I am unable to create a Zoom Meeting or Zoom Webinars from Salesforce

  1. You will need to sign into the Zoom web portal as an administrator.
  2. Click on Account Management from the navigation menu and then click on Account Settings from the Account menu.
  3. Go to the Meetings tab and click on it.
  4. Located under Security, you will find Password Requirement. Click the checkboxes that you wish to enable.
  5. It is also important to make sure that the meeting password you set in Salesforce corresponds with the password requirement that you set in your Zoom account.

Unable to initiate a direct Zoom call from Salesforce

The Zoom desktop client (for Windows and macOS) must be version 5.2 or higher in order to be able to communicate with Salesforce. If you are using Zoom desktop client, you need to ensure that you are using the latest version.

Add to Webinar (List button) does not work as expected

Whenever you click Add to Webinar on a contact or lead list page, you will receive an error message in the form of a page error. If the name of the contact is encrypted, this error will occur and the column will be unable to be sorted.

In order to work around the problem, you can add a sortable first column as a workaround, such as the date the contact or lead was last modified.