Troubleshooting
Review fixes to technical issues
Overview
This guide covers common issues you may encounter when setting up or using SRE.ai, along with solutions and workarounds.
Salesforce connection issues
Instance connection vs. login
Important clarification: Connecting a Salesforce instance is separate from logging into SRE.ai with Salesforce.
Salesforce Login: Uses your Salesforce credentials to authenticate you into the SRE.ai application (like "Sign in with Google")
Instance Connection: Links your Salesforce org (production or sandbox) to SRE.ai so the platform can perform deployments and other operations
You can log into SRE.ai with Google or Microsoft Teams and still connect your Salesforce instances for deployments. The login method doesn't affect which Salesforce orgs you can connect.
Who needs to connect instances?
Question: When a new developer joins, do they need to connect their own sandbox?
Answer: No. Once an admin connects a Salesforce instance (production or sandbox), all team members can use that connection. Only one person needs to establish the connection. After that, everyone on the team can work with that environment.
The connection uses JWT authentication behind the scenes, so individual users authenticate with their own Salesforce credentials when performing actions, but the instance connection itself persists for the whole team.
Connection persists after user deactivation
Question: If the admin who connected an instance is deactivated in Salesforce, will the connection break?
Answer: No. The instance connection remains established even if the original connecting user is deactivated. Individual users will authenticate with their own credentials when performing operations in that environment.
Security warning when connecting Salesforce instance
Symptom: When connecting a Salesforce org (production or sandbox), you see a Security Warning dialog that says:
"If you allow this app, it can access your data and act on your behalf. If someone contacted you via phone or email and instructed you to use this app, do not proceed."
Explanation: This is expected behavior. Salesforce displays this warning for all third-party connected apps as a security measure, particularly after security updates in Spring '26. This is not an error.
Solution:
Verify you initiated this connection from within SRE.ai
Review the permissions SRE.ai is requesting:
Access the Identity URL service
Manage user data via APIs
Perform requests at any time
Click Allow to authorize the connection
You'll be redirected back to SRE.ai with your instance connected
Note: This warning appears when connecting Salesforce instances for deployments, not when using Salesforce as a login method. Both production and sandbox connections will show this warning.
Connecting Sandbox shows the production login screen
Symptom: When clicking "Connect Sandbox," you're directed to login.salesforce.com (the production login URL) instead of test.salesforce.com (the sandbox login URL).
Solution:
On the Salesforce login screen, click "Use Custom Domain"
Enter your sandbox domain (e.g.,
your-sandbox-name.sandbox.my.salesforce.com)Log in with your sandbox credentials
Complete the authorization
The URL should resolve to your sandbox instance once you specify the custom domain.
Salesforce login issues
Salesforce login works after revoking old OAuth installations
Symptom: You've tried multiple times to log in with Salesforce but keep getting errors or redirect loops, even after verifying permissions.
Possible Cause: Old or stale OAuth installations in your Salesforce user profile may have incorrect permissions cached.
Solution:
In SRE.ai, click your user profile in the top right
Scroll down to find existing OAuth installations
Revoke all installations related to SRE.ai (or similar apps like "Asari.ai" if present)
Try logging in again, you should be prompted to authorize the app fresh
Complete the authorization with current permissions
This clears any cached permission issues and establishes a clean connection.
Unverified email blocking login
Symptom: Salesforce login fails even though you can see the authorization screen and click "Allow."
Possible Cause: If your organization uses SSO, your email may not be verified in Salesforce, which can block third-party app authorization.
Solution:
Check if your email is verified in Salesforce:
Go to Salesforce Setup → Users → find your user record
Look for the email verification status
If using SSO, your organization may not require email verification. Check with your Salesforce administrator
If email verification is required, complete the verification process in Salesforce
Retry logging into SRE.ai
OAuth error during login
Symptom: When attempting to log in with Salesforce, you see an error screen displaying:
OAuth Error
We can't authorize you because of an OAuth error. For more information, contact your Salesforce administrator.
OAUTH_APPROVAL_ERROR_GENERIC: An unexpected error has occurred during authentication. Please try again.
Possible Causes:
Your Salesforce user profile doesn't have the required API permissions
Your organization hasn't authorized SRE.ai as a connected app
Your organization has security policies that restrict third-party application access
Solutions:
Verify your Salesforce user profile has API access enabled:
In Salesforce, go to Setup → Users → find your user profile
Check that "API Enabled" Approve Uninstalled Connected Apps" are turned on in your profile permissions
If you don't have permission to check these, ask your Salesforce administrator
Check if SRE.ai is authorized as a connected app:
In Salesforce Setup, go to Apps → Connected Apps → Manage Connected Apps
Look for SRE.ai in the list
If it's not there, your organization may need to authorize the app before users can log in with Salesforce credentials
Ask your Salesforce administrator to enable external app authorization:
Some organizations have security policies that require admin pre-approval for connected apps
Your admin may need to enable a permission that allows users to authorize external applications
Use an alternative login method: If Salesforce login continues to fail, you can log in using Microsoft Teams or Google instead. Your account will be linked automatically, and you can connect your Salesforce instances separately after logging in.
Contact SRE.ai support: If the issue persists after verifying permissions, reach out to our team. Provide the approximate time of the error so we can check our logs.
IMPORTANT: Logging into SRE.ai with your Salesforce credentials is separate from connecting your Salesforce instances for deployments. Even if you log in with Google or Microsoft Teams, you can still connect your Salesforce orgs through the Instances setup.
Password expired error
Symptom: When attempting to log in with Salesforce, you receive a message that your password has expired.
Solution:
Reset your password directly in Salesforce
Once your Salesforce password is updated, return to SRE.ai and try logging in again
NOTE: SRE.ai uses your live Salesforce credentials for authentication. If your Salesforce password expires or changes, you'll need to use the updated credentials to log in to SRE.ai.
Login redirect loop
Symptom: After entering your Salesforce credentials and authorizing the connection, you're redirected back to the SRE.ai home page without being logged in. Attempting to log in again produces the same result.
Possible Causes:
A session establishment issue between SRE.ai and Salesforce
Browser cookie or cache conflicts
Solutions:
Clear your browser cache and cookies for both
sre.aiandsalesforce.comThen, try logging in again.Try a different browser or an incognito/private window: This rules out conflicts with browser extensions or cached session issues.
Use an alternative login method: Log in using Microsoft Teams or Google instead. Once logged in, you can establish your Salesforce connection separately through the Instances setup. Your accounts will link automatically.
Contact SRE.ai support: If the issue persists across browsers and login methods, contact our team with details about when the issue started and any error messages you've seen.
Jira integration issues
OAuth scopes error when connecting Jira
Symptom: After creating an OAuth app in the Atlassian Developer Console and entering the credentials in SRE.ai, you receive an error related to scopes or permissions.
Cause: The OAuth app in Atlassian requires specific API scopes to be configured before SRE.ai can connect.
Solution:
Go to the Atlassian Developer Console
Select your SRE.ai OAuth app
Go to Permissions in the left sidebar
Add the Jira API permission
Configure the following scopes:
read:jira-work— View Jira issues and projectswrite:jira-work— Create and manage issuesmanage:jira-webhook— Receive webhook updates for story changes
Go to Authorization in the left sidebar
Click Add next to "OAuth 2.0 (3LO)"
Enter the callback URL provided by SRE.ai
Save and return to SRE.ai to retry the connection
Jira integration is limited to certain projects
Symptom: After connecting Jira, you can only see or interact with some projects, not all projects in your Atlassian workspace.
Cause: The Jira integration inherits the permissions of the user who created the OAuth app. If that user doesn't have access to certain projects, SRE.ai won't be able to access them either.
Solution:
Have a user with broader project access create the OAuth app, or
Ensure the user who created the OAuth app is granted access to the necessary Jira projects
You can create one OAuth app for your entire Atlassian organization. There's no need for a per-project approach.
GitHub connection issues
Connection works on initial setup, but fails on updates
Symptom: You initially connected GitHub, but when you try to update repository access (adding or removing repositories), the changes don't seem to take effect, or you're not redirected back to SRE.ai.
Solution:
Return to SRE.ai manually: After updating your GitHub app installation settings, navigate back to SRE.ai directly. Your updated repository access should be reflected.
Verify in GitHub: Go to your GitHub organization settings → Installed GitHub Apps → SRE.ai GitHub App to confirm your repository selections were saved.
Reconnect if needed: If the connection appears broken, you can remove the SRE.ai GitHub app from your organization and reinstall it with the correct repository access.
Accidentally connected the personal account instead of the organization
Symptom: You connected GitHub, but don't see your organization's repositories, or SRE.ai is connected to your personal repositories instead of your team's.
Solution:
Go to GitHub → Settings → Applications → Installed GitHub Apps
Find the SRE GitHub App and click Configure
If it's installed on your personal account, click Uninstall
Return to SRE.ai and click Connect GitHub Account again
This time, select your organization from the list (not your personal account)
Choose the repositories you want to connect to and complete the installation
General tips
Use alternative login methods
SRE.ai supports multiple login providers: Salesforce, Microsoft Teams, and Google. If you encounter issues with one provider, try another. Your account will link automatically regardless of which method you use, and you can connect your Salesforce instances and other integrations after logging in.
Check your organization's security policies
Many login and connection issues stem from organizational security policies that restrict access to third-party applications. If you're experiencing persistent issues, check with your IT administrator about:
SSO policies for Salesforce
Microsoft 365 app approval requirements
GitHub organization app installation permissions
Contact support
If you've tried the solutions above and are still experiencing issues, contact [email protected].
Please include:
A description of what you were trying to do
The exact error message (a screenshot helps)
The approximate time the error occurred
Which login method(s) you tried
This information helps us diagnose the issue quickly.
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