Sprinkler Salesforce issuue
S

sralamgari

Published:

05/08/26 10:33 PM

37 views

1

37

We recently had a report from one of our agents where the Sprinklr tab inside Salesforce was showing the error:

❌ "Unable to load, please check the setup."

The agent was able to log into Sprinklr directly from the app launcher without any issues, but the Sprinklr tab within Salesforce cases was not loading.

Sprinklr Service
Error

Question

Updated

25 days

 

Comments

  • A

    Allison Fasching

    2 months

    ago

    11/05/2026

    Hello sralamgari! We’ve recently seen this scenario, where an agent can log in directly to Sprinklr but not via the Salesforce embedded tab, often indicates a breakdown in the OAuth token exchange between Salesforce and Sprinklr, or a browser-level session issue.  If this issue is appearing for multiple users around May 2026, it is highly likely you need to re-authenticate the Salesforce Connector within Sprinklr.

    Here is a troubleshooting checklist to resolve this issue:
    1. Immediate Workarounds for the Agent
    • Clear Browser Cache/Cookies: Third-party cookie restrictions frequently cause iFrame loading failures (the "Unable to load" error).
    • Use Incognito/Private Mode: If this works, the issue is definitely cached data or a faulty browser extension.
    • Refresh the Case Page: If the tab just shows a white screen or error, a hard refresh (Ctrl+F5) sometimes forces the component to reload. [1, 2]
    2. Admin Troubleshooting (Salesforce Side)
    • Re-authorize the Connected App: Go to Setup > Connected Apps OAuth Usage and check if the Sprinklr app needs authorization for that user.
    • Check "Permitted Users" Policy: Ensure the connected app policy is set to "Admin approved users are pre-authorized" and the user's profile is added.
    • Verify My Domain Settings: Ensure "My Domain" is enabled and configured, and "Redirect legacy (non-enhanced) My Domain hostnames" is checked if still on an older URL structure. [1, 2, 3, 4]
    3. Admin Troubleshooting (Sprinklr Side)
    • Re-authenticate Salesforce Connector: Due to mandatory OAuth security updates, some connectors require a manual refresh of credentials to ensure uninterrupted service.
    • Verify User Mapping: Check that the agent's Sprinklr user ID is properly mapped to their Salesforce user record.
    • Check for IP Restrictions: If the agent is working remotely, ensure the Sprinklr IP addresses are whitelisted in Salesforce. [1, 2]
    If these steps do not work, raise a support ticket with Sprinklr, providing the agent's Salesforce ID and screenshots of the browser console error.


    Hope this Helps!

     
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