When Sweo encounters an issue connecting with Salesforce, the details appear in Error logs. This guide helps you quickly understand what each error means and how to fix it.

Each error entry includes:

Object: Knowledge__kav
​Error code: INVALID_QUERY_FILTER_OPERATOR
​Message: Invalid filter in knowledge article query, most likely due to a data type mismatch.
​How to fix this error:

If syncing was working before, the error may be caused by changes to Salesforce knowledge article fields. Check whether any fields used in your filters have been updated in Salesforce.

Object: Knowledge__kav
​Error code: MALFORMED_QUERY
​Message: Invalid filter values in knowledge article query.
​How to fix this error:

If syncing was working before, the error may be caused by changes to Salesforce knowledge article fields. Check whether any fields used in your filters have been updated in Salesforce.

Object: Knowledge__kav
​Error code: NOT_FOUND
​Message: The requested knowledge article was not found.
​How to fix this error: When triggering a knowledge import we gather a snapshot of articles that need to be synced over and then kick-off a sync. Between gathering and synchronizing the articles it appears that an article was deleted and no longer queryable. There's no further action to be taken apart from perhaps reinstating the deleted article.

Object: Knowledge__kav
​Error code: INVALID_FIELD
​Message: There were some issues with constructing the knowledge article query.
​How to fix this error:

If syncing was working before, the error may be caused by changes to Salesforce knowledge article fields. Check whether any updates have been made to the permissions or visibility of the fields used in your filters.

Object: Knowledge__kav
​Error code: UNKNOWN
​Message: There were some issues with constructing the knowledge article query.
​How to fix this error: We currently only support importing Knowledge__kav objects as Salesforce articles. If your Salesforce Organization uses a different object, please contact our support team for assistance.

Object: Case
​Error code: INVALID_FIELD_FOR_INSERT_UPDATE
​Message: The integration user does not have permissions to update the audit fields on the object.
​How to fix this error:

If the error is about Sweo not being able to set CreatedById or LastModifiedById:

If the error is about any other field:

Share the error details with your Salesforce admin, or contact our support team for help.

Object: Case
​Error code: FIELD_CUSTOM_VALIDATION_EXCEPTION
​How to fix this error:

Object: Case
​Error code: CANNOT_EXECUTE_FLOW_TRIGGER
​How to fix this error: A flow or process in your Salesforce organization is raising an error when Sweo updates or creates a Case.

Share the system error details with your Salesforce admin so they can resolve the issue in the Salesforce flow or process.

Object: Case
​Error code: INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST
​How to fix this error:

Object: Case
​Error code: UNABLE_TO_LOCK_ROW
​How to fix this error: Sweo couldn’t update the Salesforce Case because another process was updating it at the same time. Some updates to the Case may not have been saved.

Object: EmailMessage
​Error code: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY
​How to fix this error: The Salesforce EmailMessage object references the Case via ParentId and a User via CreatedById and LastModifiedById. Ensure the Salesforce User who connected Sweo has permission to access both the Case and User objects.

If your Salesforce Organization uses Enhanced Email, Salesforce will also create Tasks from EmailMessage records. In this case, make sure the same user has permission to access Tasks, if the first step doesn’t resolve the issue.

Object: EmailMessage
​Error code: UNABLE_TO_LOCK_ROW
​How to fix this error: Sweo couldn’t create an EmailMessage for the Salesforce Case because another process was updating the Case at the same time.

If Sweo is still assigned to the Case, the next update will automatically create the EmailMessage and send the email again.

Object: EmailMessage
​Error code: INVALID_FIELD_FOR_INSERT_UPDATE
​How to fix this error: If the error is about Sweo not being able to set CreatedById or LastModifiedById:

If the error is about any other field:

Share the error details with your Salesforce admin, or contact our support team for help.

Object: FeedItem
​Error code: UNKNOWN_EXCEPTION
​Message: Context user does not have permission to create rich text in feed
​How to fix this error: Sweo needs the ability to create case feed items with rich text.

If the error is about any other field:

Share the error details with your Salesforce admin, or contact our support team for help.

Object: Case
​Error code: INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST
​Message: Bad value selected for restricted picklist field.
​How to fix this error:

Object: Case
​Error code: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY
​How to fix this error: Sweo can't create a Case during the Create Salesforce Case step in the Sweo messenger workflow. Make sure the Salesforce user who connected Sweo to Salesforce has permission to access the Case object.

Object: Case
​Error code: FIELD_CUSTOM_VALIDATION_EXCEPTION
​Message: Bad value selected for restricted picklist field.
​How to fix this error:

Object: Case
​Error code: REQUIRED_FIELD_MISSING
​How to fix this error:

Object: Case
​Error code: INVALID_FIELD_FOR_INSERT_UPDATE
​How to fix this error: Sweo can’t set certain fields on the Salesforce Case object. Make sure the Salesforce user who connected Sweo has the correct permissions on the Case object.

If the problem continues, share the error details with your Salesforce admin or contact our support team for assistance.

Object: Case
​Error code: INVALID_EMAIL_ADDRESS
​How to fix this error: Sweo couldn’t create a Salesforce Case object. Please check that the email provided to Sweo is valid.

Object: Case
​Error code: CANNOT_EXECUTE_FLOW_TRIGGER
​How to fix this error: A flow or process in your Salesforce Organization is raising an error when Sweo updates or creates a Case. Share the system error details with your Salesforce admin so they can resolve the issue.

Object: FeedItem
​Error code: UNKNOWN_EXCEPTION
​Message: Context user does not have permission to create rich text in feed
​How to fix this error: Sweo needs the ability to create case feed items with rich text.

If the error is about any other field:

Share the error details with your Salesforce admin, or contact our support team for help.

Object: Emails
​Error code: INVALID_TYPE
​Message: The integration user can not access the email messages attached to the case.
​How to fix this error: Sweo cannot access the Emails relationship on the Salesforce Case object. This is most likely because Enhanced Email is not enabled in your Salesforce Organization.

To resolve this, do one of the following:

We are actively working on supporting Salesforce organizations without Enhanced Email. Contact our support team for the latest updates.

Object: CaseFeed
​Error code: INVALID_FIELD
​Message: The workspace needs Digital Experiences to be enabled.
​How to fix this error: Sweo can't query the Visibility field on the Salesforce CaseFeed object. Make sure the Salesforce user who connected Sweo has permission to access this field.

The Visibility field is only available when Digital Experiences is enabled in Salesforce. This field is required to determine whether a comment is internal or public. Refer Enable Digital Experiences in Salesforce to enable it.

If the issue persists once enabled, share the error details with your Salesforce admin or contact our support team.

Object: Case
​Error code: INVALID_FIELD
​How to fix this error: Sweo cannot query certain fields on the Salesforce Case object. Verify that the Salesforce user who connected Sweo has permission to access these fields.

If the issue continues, share the error details with your Salesforce admin or contact our support team.

Salesforce-related errors will show API type: Salesforce REST API in the error details.

Not yet — but you can click Copy all details in any error panel to copy the full log for reporting or sharing.

Resolved issues are automatically cleared from the Error logs view once Sweo successfully reconnects or retries the failed request.