Overview
When Riva Insight shows an “API is disabled for this User” error, the most common cause is that the Salesforce user’s profile does not have API access enabled.
Symptoms
Riva Insight displays the following error:
- “API is disabled for this User”
The following symptoms may be associated with the error:
- Automated error notification emails are sent to the admin with the error message:
“Connection to CRM Server failed: API is not enabled for this Organization or Partner. Minimum supported Salesforce Edition: Professional, Enterprise or Unlimited.” - Sync stops completely, and none of the affected users are able to sync.
- The error appears as a ConnectionError subtype in the sync cycle logs.
- Multiple users on the same policy can be affected simultaneously.
- In Riva Insight specifically, users may see:
“There was an error authenticating you. Unable to find existing Salesforce organization.” - The error can occur repeatedly across multiple sync cycles, generating repeated notifications.
Cause
The most common cause is that the Salesforce user’s profile does not have API access enabled.
Resolution
Enable API Access on the Salesforce User Profile
- In Salesforce, go to Setup > Profiles.
- Open the affected user’s profile.
- Ensure the API Enabled permission is checked.
Check the Salesforce Service Account Profile
Check the Salesforce service account profile as well, not just the end user.
Ensure the API Enabled permission is enabled on the Salesforce service account profile as well as the affected end user’s profile.
Verify the Salesforce Edition
Verify the Salesforce edition being used.
API access requires, at minimum, the Professional, Enterprise, or Unlimited edition of Salesforce.
Contact Support
If the issue persists after enabling API access, contact the Riva Support Team for further investigation.