Inaccessible Fields

Overview

If you see a red banner at the top of your Clari screen warning you about inaccessible fields, this article explains what it means and how to resolve it.

When your organization is on the Datahub, it's possible for the data load from Salesforce to Clari to get stuck for 1 of 2 reasons:
 

1. Clari lost access to a field or fields on an entity (i.e., opportunity, account), whichprevents Clari from loading data for that entity.
2. The integration user is disconnected.

While the block is in place, Clari cannot monitor or store changes made to those fields. This affects historical analysis, the Analytics Modules, the CRM Score on your opportunities, and other core functionality.
 

Losing Access to Fields

The banner reads:

Clari has lost access to __ field(s) or it was deleted. Please update the integration user permissions in Salesforce for these field(s) or contact support. 

Losing access to a field on an entity prevents Clari from loading data for that entire entity. For example, if Clari loses access to a field on the Account object, it cannot load any data from the Account object.

Clari loses access to a field for 2 reasons:
 

1.  The field was intentionally deleted, archived, or deprecated in Salesforce.
2. The integration user's permissions in Salesforce changed.

Clari cannot determine which reason applies. When this occurs, the red banner displays for all Sales Ops users with Advanced Ops Admin permissions.

To identify the affected fields:
1. Click the link labeled these field(s) in the red banner.
2. Clari displays the exact field(s) it cannot access.

What to do:

Review whether each field was intentionally removed in Salesforce before contacting support.

If the field was intentionally removed in Salesforce (deleted, archived, or deprecated):

You can remove it from your Clari configuration directly using the Field Configuration module — no support ticket required.

1. In Clari, navigate to Field Configuration.
2. Locate the inaccessible field(s) listed in the banner.
3. Remove each field from the configuration.

The banner clears on the next refresh after the field is removed.

If the field was not intentionally removed the integration user has likely lost permission to access the field in Salesforce. To restore access:

• In Salesforce, review and update the integration user's field-level permissions for the affected field(s).
• Confirm the integration user has Read access to each field listed in the Clari banner.

The banner clears on the next refresh after access is restored. If the banner has not cleared after 15 minutes contact support and include the affected field name(s) and a description of the steps you have already taken.

Losing the Integration User's Connection

This banner is at the top of Clari in red and says:

The Clari Integration user's connection to Salesforce has expired. Please reconnect the account or contact us. 

If the integration user is disconnected — due to an expired token, deactivation in Salesforce, or any other reason — Clari immediately loses the ability to load data such as opportunities and accounts. The red banner displays for all Sales Ops users with Advanced Ops Admin permissions across the entire application.

What to do: 

Restore the integration user's connection to Salesforce. Once reconnected, the banner clears on the next refresh.

If the banner has not cleared after 15 minutes, contact support.

Frequently Asked Questions