Troubleshooting Integration Connect and Disconnect Errors in GTM One

Learn how to fix an integration that will not connect, has stopped working or still looks broken after you reconnect it.

Overview

GTM One keeps your CRM and other integrations connected with the sign-in you gave when you connected them. That sign-in can stop working when a password changes, when the CRM revokes access or when the connection is replaced. An export or a mapping screen that finds the sign-in no longer works asks you to reconnect. This article covers what you see when a connection fails and what to do.

Your own connections show on the Integrations page in Settings under Your integrations. Connections your admin set up for the team show under Managed by your admin with a Locked label, and only your admin can repair those. See How to Connect, Reconnect or Disconnect an Integration in GTM One.

How to reconnect an integration that stopped working

1. Click Reconnect in the message or window that GTM One shows. If no window opens, open Settings and then Integrations.
2. Read the app name in the window title, then click Reconnect. Your current connection is replaced.
3. Sign in to the app in the window that opens and allow access.
4. Run the export or open the mapping screen again.

If the connection is one your admin manages, ask your admin to reconnect it in the Admin Portal. You cannot change a locked card.

How to fix a connect window that does not open

1. Allow pop-ups for the ZoomInfo site in your browser. The connect flow opens a separate sign-in window, and a pop-up blocker stops it.
2. Click Connect on the integration's card again.
3. Finish signing in. Salesforce and Pardot ask for the environment first, Pardot asks for the Business Unit ID and Dynamics asks for the organization URL.

If a reconnected CRM still shows as failed

Admins can see a list of CRMs whose sign-in failed. The check covers Salesforce, HubSpot and Dynamics, and it tests the sign-in behind the shared connection. GTM One remembers the result for each CRM for 12 hours so that the check does not call the CRM on every page load. A CRM with no shared connection is counted as healthy.

When the shared connection is reconnected, GTM One is told about the new connection and clears the stored failure for that CRM. This normally takes a short while. If GTM One is not told, the stored failure stays until the 12 hours are up.

1. Confirm the reconnect finished and you saw the CRM listed as connected on the Integrations page.
2. Wait a few minutes and check the list again.
3. If the CRM still shows as failed, wait up to 12 hours, then check again.
4. If your organization has more than one connection to the same CRM (for example a Salesforce production and a sandbox connection), ask your admin which connection is the default. Exports through the shared connection use the default one.
5. If it still fails after 12 hours, contact ZoomInfo Support with the CRM name and the time you reconnected.

When an admin picks a different default connection, GTM One updates it for everyone in the organization in the background. A user's next export can still use the previous default for a short while, until the stored connection refreshes on its own.

If you see an error

• "Your export couldn't use your" app name "connection. Reconnect to sign in to" the app name "again. Your current connection will be replaced." The saved sign-in for the app no longer works. Click Reconnect and sign in again.
• "Your" app name "connection needs to be reconnected before field mappings can load." The export screen could not read your CRM's fields because the sign-in is no longer valid. Click Reconnect, then reopen the export.
• "Cannot export to" the app name "because the integration is not connected". The export is turned off for an app you have not connected. Connect it from Settings and then Integrations.
• "A pop-up blocker may be preventing you from connecting your" app name. The browser blocked the sign-in window. Allow pop-ups for the ZoomInfo site and try again.
• "Connector not found". GTM One has no saved connection for this app for you. Connect the app again, or ask your admin if the connection is managed for the team.
• "Failed to delete connector". The disconnect did not complete. Try again, and contact ZoomInfo Support if it repeats.
• "Failed to check integrations". The check of your CRM sign-ins did not complete. Reload the page and try again, and contact ZoomInfo Support if it repeats.