Tips & FAQs

Troubleshooting

Use this guide when something isn't working as expected. Start with the most common issues before escalating.

Session expired / OAuth retry loop

Symptom: You are redirected to /oauth?reason=retry repeatedly, or you see a login page immediately after logging in.

Clear cookies for the Forge domain and try logging in again.
Check that your Salesforce Connected App is still active (Salesforce Setup > App Manager).
Check that your browser is not blocking third-party cookies (required for the OAuth redirect flow).
If the problem persists on all users' machines, the Forge deployment may have an invalid refresh token. Contact your Salesforce Administrator to revoke and re-authorize the Connected App.

Symptom: An event, attendee, or record you can see in Salesforce is missing from Forge.

Check Salesforce field-level security and object CRUD for the current user. If they lack Read access, Forge cannot fetch the record.
Check Salesforce sharing rules. If the record is not shared to the user, Forge cannot see it.
Verify that the record's object (e.g., conference360__Event__c) is the correct API name and that the managed package is installed.
Refresh the page — Forge does not auto-refresh; stale data resolves on reload.

Symptom: You click Save on a form or field, and an error toast appears.

The error message usually comes directly from Salesforce. Read it carefully — it often names the specific validation rule or required field.
In Salesforce Setup > Debug Logs, enable a debug log for the Forge integration user and reproduce the error to see the full stack trace.
Common causes: required fields missing, validation rules, duplicate rules, or FLS blocking a field write.
If the error mentions a specific field API name you don't recognize, check whether a Salesforce Admin recently added a validation rule.

Symptom: Forge shows an error like "Object not found" or a tab appears blank with no data and no error.

Go to Salesforce Setup > Installed Packages. Confirm the relevant package is installed and not expired.
If a package is missing, contact Blackthorn support for the correct installation link.
After installing a package, grant access to the new objects and fields via the Blackthorn permission sets.

Symptom: Registrants see a payment error during checkout; no transaction appears in Salesforce.

Verify the payment gateway (Admin > Payment Gateways) is active and credentials are valid. Use the Test Connection button.
Check whether the gateway account has the correct API keys for the environment (test vs. live).
If payments worked previously but stopped, check whether the gateway credentials have expired or been rotated.
For Stripe: check the Stripe Dashboard for failed charge events and their decline codes.

Symptom: You sent an email in Forge, but attendees report not receiving it.

Check the email send logs in Forge (Communications tab > Sent). Confirm the send status is Delivered, not Failed.
If the status is Failed, check the error — common causes: invalid email address, Salesforce email limits reached, or email template rendering error.
Check the audience that was targeted — if the segment query returned zero contacts, no emails were sent.
Ask attendees to check spam/junk folders.

Symptom: The Volunteer Check-In app cannot find an attendee or QR code scan fails.

Confirm the check-in device is connected to the internet — the app requires a live connection to query Salesforce.
Verify the attendee's status is Registered (not Waitlisted or Cancelled).
If QR scan is failing, try searching by name as a fallback.
If no attendees appear for the selected event, verify the event is Active in Forge.