Troubleshooting Shared CRM Connection and Field Mapping Errors as an Admin

Learn how to fix the messages admins see when saving a shared CRM connection, user mapping, export settings or field mapping in the Admin Portal.

Overview

A shared CRM connection, the match between ZoomInfo users and CRM users, the export settings and the field mapping are all saved in the Admin Portal and used by every export in GTM One. A save is refused, or a screen loads empty, when something these settings depend on is missing: the connection, the shared account, the settings themselves or a user.

For how to set these up, see How to Set Up a Shared CRM Connection for Your Team as an Admin, How to Set CRM Export Settings for Your Organization as an Admin and How to Map ZoomInfo Fields to Your CRM Fields as an Admin.

How to fix a shared connection or mapping error

1. Open the CRM's settings in the Admin Portal and check that the CRM is connected with the admin account you expect. If the connection shows a sign-in problem, reconnect it first. See Troubleshooting Integration Connect and Disconnect Errors in GTM One.
2. Check that the CRM is allowed and approved for your organization. Approving a CRM the first time creates the organization's export settings and fills in a default field mapping.
3. Turn the shared connection on if it is off, then review the list of users and the CRM user each one is mapped to.
4. Map any unmapped users, or reset the mapping to build it again, then save.
5. Reopen the page that showed the message. If it still appears, contact ZoomInfo Support with the exact message, the CRM name and the time.

If you see an error

• "Company does not have export settings". Your organization has no saved export settings yet. Allow and approve the CRM for your organization first, then open the settings again.
• "Service account settings not found". No shared connection has been set up for this CRM. Turn on the shared connection and sign in to the CRM.
• "No service account exists for this company". You tried to reset or fill in user mappings before a shared connection exists. Turn on the shared connection first.
• "No valid connector found". The shared connection's CRM sign-in is no longer valid, or the CRM is not connected. Reconnect the CRM with the admin account behind the shared connection.
• "Cannot change user to a different organization". The new admin signed in to a different CRM organization than the previous admin. Sign in to the same CRM organization, or turn the shared connection off and set it up again.
• "does not exists in the company". The mapping names a ZoomInfo user who is not an active user in your organization. Remove that user from the mapping and save again.
• "does not exists in the CRM". The mapping names a CRM user who does not exist in the CRM. Choose an existing CRM user, or leave the user unmapped.
• "Field mapping not found for this platform". Your organization has no field mapping for the CRM yet. Approve the CRM to fill in the default mapping, or save a mapping in the Admin Portal.
• "User does not have permission to access this resource". ZoomInfo could not read the roles for the user who is being mapped. Check that the user is active and has a ZoomInfo license, then try again.