Overview
When logging in to Riva Insight with Salesforce, users may encounter the following error:
Riva Cloud Authentication Error: Unable to find existing Salesforce Organization
This is a known issue that most commonly occurs when the Salesforce connection in Riva Cloud is not configured to allow Salesforce to act as an Identity Provider for user authentication.
There are also less common causes, such as the Riva Insight add-in pointing to the wrong Salesforce org or a Salesforce Org ID changing after a sandbox refresh.
Symptoms / Issue
Users may receive the following error when logging in to Riva Insight with Salesforce:
Riva Cloud Authentication Error: Unable to find existing Salesforce Organization
The most common cause is that the following option is not enabled on the Salesforce connection in Riva Cloud:
-
Allow Salesforce to act as an Identity Provider (IdP) for user authentication
When this option is disabled, Riva Insight may not be able to correctly identify or authenticate against the existing Salesforce organization during login.
Resolution / Steps
To resolve the issue, enable Salesforce as an Identity Provider on the Salesforce CRM connection in Riva Cloud.
- Log in to your Riva Cloud account.
- Navigate to Synchronization → Connections.
- Open the affected Salesforce CRM connection for editing.
-
Enable the following option:
Allow Salesforce to act as an Identity Provider (IdP) for user authentication
- Save the changes.
- Ask the affected user or users to log in to Riva Insight again.
Additional Troubleshooting
If enabling the IdP option does not resolve the issue, review the following possible causes:
- The Add-in Is Pointing to the Wrong Salesforce Org
- The Salesforce OAuth Token Has Expired
- The Salesforce Org ID Changed
The Add-in Is Pointing to the Wrong Salesforce Org
The Riva Insight add-in may be attempting to authenticate against the wrong Salesforce organization, such as a sandbox environment instead of production.
Confirm that the Salesforce organization configured in Riva Cloud matches the Salesforce organization the user is trying to access.
The Salesforce OAuth Token Has Expired
The Salesforce OAuth refresh or access token used by Riva may have expired. If this occurs, re-validate the Salesforce connection in Riva Cloud.
To re-validate the connection:
- Log in to Riva Cloud.
-
Navigate to:
Synchronization → Connections
- Edit the affected Salesforce connection.
- Select Re-Validate Connection.
- Complete the Salesforce authentication process.
- Save the connection.
- Ask the affected user to try logging in to Riva Insight again.
The Salesforce Org ID Changed
If the Salesforce sandbox was refreshed, the Salesforce Org ID may have changed. In this scenario, the existing Riva Cloud connection may no longer match the refreshed Salesforce organization.
To resolve this, recreate the Salesforce connection in Riva Cloud and ensure it points to the correct refreshed sandbox.