Known Issues & Troubleshooting

transaction stuck in pending or awaiting submission status if a transaction processed by your psp is still marked as pending or awaiting submission in salesforce, it usually indicates that salesforce has blocked an attempted update from asperato troubleshooting check courtesy notifications email asperato typically sends a "courtesy notification email" detailing the attempted update and the reason it was blocked (e g , a failed trigger or flow) review this email for specific error messages or details about the issue for more information on this feature and how to set it up, see courtesy notifications docid\ huvreba0daintqhiqqjba contact asperato support if you haven't received a courtesy notification email, or if the email doesn't provide sufficient information to resolve the issue, contact support\@asperato com in your support request, include the asperato reference field values from the relevant payments and authorisations setup error dialog if you encounter an error dialog during asperato setup, it's likely due to missing or incorrectly configured remote site settings in salesforce asperato requires these settings to communicate with salesforce troubleshooting in salesforce, navigate to setup > remote site settings this page lists all registered remote sites and their status (active or inactive) the remote site settings page should list the necessary asperato remote sites and they should be marked as active in case the active checkbox is unchecked, you'll need to hit the edit link by each remote site to activate it if the required remote sites are not present or are inactive, you will need to add or activate them contact the support team at support\@asperato com for the correct urls and configuration instructions the asperato setup tab is blank you'll need to enable, and deploy my domain to you users before you can view the asperato setup tab corretly see my domain refund issues if you're unable to process refunds through asperato, there are several possible reasons troubleshooting refunds disabled by payment processor your payment processor may not have refunds enabled for your account contact your payment processor directly to confirm whether refunds are enabled and, if not, request that they be activated payment processor restrictions your payment processor may have specific limitations on refunds contact them to understand any restrictions that might be in place common restrictions include limits on the number of refunds allowed per payment, time restrictions (e g , refunds only allowed after a certain period), or other specific conditions insufficient user permissions the salesforce user attempting to issue the refund may lack the necessary permissions asperato provides an asperato refund user permission set, which you'll need to assign to the relevant user in salesforce resolving "access to entity 'aggregateresult' denied" error for asperato repeat payment job some salesforce organisations may encounter the error message " access to entity ' aggregateresult ' denied entity is not api accessible " when the daily asperato repeat payment job runs this typically occurs due to insufficient permissions on the user account running the job in salesforce, navigate to setup > environments > jobs > scheduled jobs locate the asperato repeat payment job note its start time delete the job navigate to setup > custom code > apex classes click the schedule apex button configure the new job as follows job name asperato repeat payment (recommended) apex class click the magnifying glass and select batchprocesspaymentschedules schedule apex execution frequency "weekly" recurs every week on select all checkboxes start date choose a date (defaults to today) end date set a date far in the future (e g , 12/31/2050) preferred start time set a time (e g , 04 00 or 05 00) click save to finish ensure that the user account you use to recreate the scheduled job has the system administrator profile this is necessary to grant the job the required permissions to access the aggregateresult entity salesforce failed to accept data from asperato error if you receive a salesforce error notification with the subject courtesy notification from asperato salesforce failed to accept data from asperato , it indicates a problem with the financialforce/certinia asperato integration package error example subject courtesy notification from asperato salesforce failed to accept data from asperato asperato attempted to post data to your salesforce org unfortunately salesforce was unable to accept the data the reason text given by salesforce was not a json object \[{"errorcode" "apex error","message" "system limitexception c2g many soql queries 101\n\n(c2g)"}] raw json request {"request" {"putpaymentrequestdata" "{"putpaymentrequestdetails" \[ cause and results this error is caused by the financialforce asperato integration package exceeding the soql query limit (101 queries) when attempting to update the sales invoice to "paid" while creating the cash entry as a result, asperato cannot update the payment record in salesforce, even if the payment was successfully collected from the customer when this occurs, you will need to manually update your payment record contact asperato support at support\@asperato com for the details required to perform this manual update certinia is planning a fix for this issue in a future version of their package contact certinia support directly to inquire about the release date for this fix authorisation/payment trigger errors after upgrade (v2 17 1+) after upgrading to version 2 17 1 or later, you might see errors similar to these when attempting to create a payment or authorisation insert failed first exception on row 0; first error cannot insert update activate entity, asp04 paymenttrigger execution of beforeinsert caused by asp04 securityviolationexception class paymenthelper, object payment c class asp04 paymenthelper line 9, column 1 trigger asp04 paymenttrigger line 8, column 1 \[] upsert failed first exception on row 0; first error cannot insert update activate entity, asp04 authorisationtrigger execution of beforeinsert caused by asp04 securityviolationexception class authorisationhelper, object authorisation c class asp04 authorisationhelper line 9, column 1 trigger asp04 authorisationtrigger line 8, column 1 \[] cause these errors result from insufficient permissions due to a change in the package that introduced the data integrity token (dit) security feature even if the dit feature is disabled, the user encountering the error requires 'read' permission on specific fields resolution grant the user 'read' permission on the following fields object name field name asperato authorisation (asp04 authorisation c) data integrity token (asp04 data integrity token c) asperato payment (asp04 payment c) data integrity token (asp04 data integrity token c) without 'read' permission on these fields, the system cannot check the dit feature's status, triggering the error additional requirement (v2 19+) for package versions 2 19 and later, 'read' permission is also required on the following field object name field name asperato payment (asp04 payment c) success+enabled (asp04 success plus enabled c) multi merchant record creation issues after upgrade (v2 15+) the asperato package includes a validation rule named setupasperatoonevalidation on the payment and authorisation objects this rule prevents record creation when the customer id is missing in custom settings multi merchant customers typically do not use the customer id field consequently, after upgrading to version 2 15 or later, this validation rule blocks the creation of new payments and authorisations solution to allow multi merchant users to create payment and authorisation records without an initial asperato setup (as required by the latest package version), you must deactivate the setupasperatoonevalidation rule on both the payment and authorisation objects deactivating the validation rule follow these steps to deactivate the setupasperatoonevalidation validation rule in salesforce, navitage to setup > object manager select either the payment or authorisation object in the left hand navigation menu, click validation rules click the setupasperatoonevalidation rule to open its details click the edit button unczheck the active checkbox click save repeat these steps for the other object once the validation rule is deactivated on both objects, multi merchant users should be able to create payment and authorisation records psps with no connection status available when creating a new psp connection on asperato, users must enter the authentication details provided by their psp if the details are correct, a tick will be shown; if incorrect, the connection will fail and, in most cases, a cross will be shown however, there are some exceptions to this rule some psp apis do not give asperato the required functionality in order to determine if the authentication details are successful, so in this case we have to assume those details are correct, since we have no way of checking them currently we're unable to check the status of the following psps adyen sagepay since this is a limitation imposed by the psp, it is not possible to change it from the asperato side asperato v2 10 to v2 11 upgrade failure there is a known issue with upgrading asperato v2 10 to 2 11 the upgrade attempt fails with the following error “ you can't remove design attributes 'showdialog' when the component implements a lightning page interface configstatus you can't remove design attributes 'showdialog' when the component implements a lightning page interface ” we ask that customers on v2 10 do not attempt upgrade to v 11 instead we recommend upgrading to v2 14 (or above) the latest version of asperato can be downloaded from the asperto appexchange listing https //appexchange salesforce com/appxlistingdetail?listingid=a0n3a00000ecronuaj single batch volume issue in the current asperato package in the current asperato package release an issue has been identified, which is causing a single batch to fail when payment volume exceeds 50,000 records the team are working on a fix that will solve this problem and prevent it in the future package versions customers are advised to contact support team by sending a message to support\@asperato com with any questions or concerns regarding this issue duplicate payments generated in asperato from multiple authorisation payment requests in some versions of asperato, it is possible to click the process payment button multiple times when taking an immediate payment from authorisation users will notice that this results in duplicate payment records therefore we advise to ensure that "process payment" button is clicked only once by a user during each payment request, until a fix is implemented by the team gocardless recurring payment record updates failing in rare instances we have identified that in some rare instances recurring gocardless payments are not being updated on customer orgs due to timeout failures recurring payments that have failed are likely to be over 10 days old and have a status "submitted for collection" the team are currently dealing with these update failures on case by case basis and sorting out affected customer records manually we aim to develop a fix for this issue as soon as possible and release it with one of the future package versions if you believe that any of your payment records have not been updated as expected, please let us know by sending an email to support\@asperato com