How to resolve account configuration errors

How to resolve account configuration errors

You can see all configuration issues with your Digital DX account at admin.bold360.com/failures. You may have the following configuration issues:

Invitation Rule Set-related issues

Configuration error message Resolution

Invitation rule set does not exist or has been deleted. Make sure that you've entered the correct invitation rule ID in your website's HTML code.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported invitation rule ID. This ID may be incorrect for the following reasons:

  1. You have entered a wrong ID into the script.
  2. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Email Account-related issues

Configuration error message Resolution
Email server authentication failed. Check your credentials. (AuthenticationFailedException - AUTHENTICATE failed)

These error messages essentially refer to the same issue: Digital DX could not access your email account because of an authentication issue.

In the Admin Center, go to the Channels > Email > Email Accounts page and update your login credentials. Always test your connection to verify your login details.

Email server authentication failed. Check your credentials. (AuthenticationFailedException - Connection reset)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Could not determine server)
Email server authentication failed. Check your credentials.(AuthenticationFailedException - Logon failure: the specified account password has expired.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Login failure: unknown user name or bad password)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Read timed out)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - Unable to log in)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [ALERT] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] AUTHENTICATE Invalid credentials)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Authentication failed.)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTHENTICATIONFAILED] Invalid credentials (Failure))
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Authentication failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Invalid login)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - [AUTH] Username and password not accepted)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - authorization failed)
Email server authentication failed. Check your credentials. (AuthenticationFailedException - temporary error)
Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection refused) Digital DX could not connect to the configured email server for one of the following reasons:
  • Email server is temporarily unavailable
  • Your firewall blocks connection
  • An IP filter is configured on the email server
  • Slow network connection may result in time out errors

Check your email server connection with another email client to verify that the server is available.

Could not connect to the configured email server. Check your email server settings. (ConnectException - Connection timed out)
Could not connect to the configured email server. Check your email server settings. (NoRouteToHostException - No route to host (Host unreachable))
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Read timed out)
Could not connect to the configured email server. Check your email server settings. (SocketTimeoutException - Connection timed out)
The configured email server URL cannot be resolved. Check your email server settings. (UnknownHostException - host.url.to.mail.server)

The configured email server URL cannot be resolved. In this case,

  • Check your configuration for mistyped URL and test the connection.
  • There may be DNS configuration issues.
  • The email server URL may have changed. Check your provider's website for information.

Websites-related issues

Configuration error message Resolution
Incorrect website or department ID in your website's HTML code. Make sure that you've entered the correct IDs.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported website ID. This ID may be incorrect for the following reasons:

  1. You have entered a wrong ID into the script
  2. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

Floating chat button-related issues

Configuration error message Resolution
The defined floating chat button definition does not exist or has been deleted. Make sure that you've entered the correct floating chat button ID in your website's HTML code.

Check your website's HTML code. The script that you have generated in and copied from the Web Admin Center must contain the reported Floating chat button ID. This ID may be incorrect for the following reasons:

  1. You have entered a wrong ID into the script
  2. The ID you have entered was valid, but someone deleted the configuration. Check your deleted items list to see if the configuration existed.

API setting-related issues

Configuration error message Resolution
Your API authentication token has expired. Check the refresh rate of your API client. API tokens are valid for five minutes only. (AuthSecurityException - Expired authorization)

The AuthToken provided to execute API calls is expired.

Check your client that you use to call the API to see how it refreshes the token. Tokens are valid for five minutes only.

Your API Access Key is not enabled or does not exist. Check your API Access Key settings. (AuthSecurityException - No integration settings)

API settings defined by AuthToken does not exists or not enabled. Check API settings for Enabled status first.

API authentication token could not be validated or the signed parameter is invalid. See our Support Center for more information. (AuthSecurityException - Invalid auth or signature)

Note: support center link should be the same as the one at the top of the "Failures" page.

When the API authentication token cannot be validated, you must create a valid token as described in the Developer Guide

When you use Signed Authorization, make sure that you follow all security considerations.

The "Integration API Server Calls" feature is disabled for your account. Contact your Success Manager to enable it for you. (AuthSecurityException - Feature not enabled)

The "Integration API Server Calls" feature is not enabled for your account. Contact your Success Manager to enable it for you.

The specified Account IDs in the API authentication token and in the request URL do not match. Please generate a proper authentication token. (AuthSecurityException - AccountID does not match)

The AccountID defined in the authorization token does not match the AccountID in request URL.

Generate a proper authorization token.

Integration API trigger-related issues

Configuration error message Resolution
Your integration URL was terminated by the remote server. Check you server's log for details. (ClientAbortException - Connection reset by peer)

Connection to your integration URL was terminated by the remote server. Please check you server's log for details.

You should update your server certificate as it most probably expired. (SSLHandshakeException - General SSLEngine problem)

Most probably your server certificate expired. Please update your server certificate.

To validate your certificate, call an API endpoint from a web browser, such as Google Chrome.

Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: protocol_version)

An API call to your integration URL failed because the Client and server TLS versions do not match, or are incompatible. Please check your server's TLS support and your server logs for details.

Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: unexpected_message)
Client and server TLS versions do not match. Verify your server's TLS support and check the server logs for details. (SSLException - Received fatal alert: handshake_failure)
Connection refused by remote server. Check the URL and port values in the configuration and the firewall settings on the remote server. (ConnectException - Connection refused)

Check the URL and port values in the configuration and the firewall settings on the remote server.

Server path is configured incorrectly. Check the URL and port values in the configuration and the firewall settings on the remote server. (NoRouteToHostException - No route to host)

Server path is configured incorrectly.

Check the URL and port values in the configuration and the firewall settings on the remote server.

Cannot connect to the specified URL and port. Check the URL and port values in the configuration and the firewall settings on the remote server. (SocketException - Network is unreachable)

Cannot connect to the specified URL and port.

Check the URL and port values in the configuration and the firewall settings on the remote server.

The amount of outgoing data exceeds 256 kilobytes. Please review the trigger configuration for your content. (Exception - Buffer size exceeded)

The amount of outgoing data exceeds 256 kilobytes.

Please review the trigger configuration for your content.

Facebook Messenger Account-related issues

Configuration error message Resolution
Your recent Facebook password reset invalidated API access tokens. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.)

Your recent Facebook password reset invalidated API access tokens.

You must renew connection to your Facebook account:

  1. In the Admin Center, go to Channels > Messaging > Facebook Messenger.
  2. Select your Facebook account.
  3. On the Account Settings tab, select Renew connection to your Facebook account.
  4. Save your changes
Your Facebook authentication either expired after 60 days of inactivity or was manually revoked. Please renew connection to your Facebook account. (HttpException - Response code 400: Error validating access token: The user has not authorized application X.)

Your Facebook authentication either expired after 60 days of inactivity or was manually revoked.

You must renew connection to your Facebook account:

  1. In the Admin Center, go to Channels > Messaging > Facebook Messenger.
  2. Select your Facebook account.
  3. On the Account Settings tab, select Renew connection to your Facebook account.
  4. Save your changes