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Salesforce Troubleshooting Guide

Use this guide to check and resolve common issues when using Allsorter with Salesforce.

This page explains what to check when Allsorter is not working as expected with Salesforce. Issues may be caused by Allsorter, Salesforce, the Salesforce integration, user access, candidate records, or attached resume files. 

Before you start troubleshooting, check the Salesforce status page. 

Salesforce publishes updates about current incidents, scheduled or emergency maintenance, affected systems, and affected clusters for each of their products. If Salesforce is having an outage or undergoing maintenance, the Allsorter integration may not work as expected until Salesforce resolves the issue.

If the Salesforce status page shows an active issue, wait until the incident is resolved before continuing with detailed troubleshooting.

Basic Troubleshooting

If Salesforce shows all systems are operational, try the following basic checks:

  1. Refresh the page and try opening Allsorter again from the candidate record.
  2. Log out of Salesforce and log back in.
  3. Clear your browser cache and cookies.
  4. Close your browser completely, then reopen it.
  5. Try using another supported browser, such as Chrome or Microsoft Edge.
  6. Check that the candidate record has a resume attached.
  7. Check that you have the correct Salesforce permissions to access the candidate record and use the integration.

If you still cannot access Allsorter after completing these checks, fill out the support form and include the following details:

  • The browser you are using
  • A screenshot of the issue or error message with a visible timestamp
  • Confirmation that the Salesforce Status page has not identified any active issues

Admin: Cannot find the Add User button

If your account is connected to an ATS, you may not see an Add User button inside Allsorter.

This is expected. ATS-integrated accounts cannot add users directly from the organization user table within Allsorter.

For ATS-integrated accounts, users are usually added when they access Allsorter through the ATS for the first time. This allows Allsorter to create the user based on their ATS access and permissions.

If a user cannot access Allsorter through the ATS, check that:

  1. The user has access to the correct ATS account.
  2. The user has permission to open candidate records.
  3. The user is opening Allsorter from the correct candidate profile or action menu.
  4. The user is enabled in Allsorter, if it is a returning user. 

Important: Do not try to add ATS-integrated users manually from Allsorter. If the user still cannot access Allsorter after checking the above, fill out the support form.

Org admins and managers for ATS-integrated accounts will not see an "Add User" button in the settings section of Allsorter since users get automatically provisioned through the ATS.