Problem
After a Salesforce sandbox refresh, the KTAPI connection stops working. Customer reported KTAPI connection issues in their UAT environment following a sandbox refresh, causing API errors and inability to add services or calculate prices.
What We Found
When a Salesforce sandbox is refreshed, the org credentials are invalidated and the org ID changes. This breaks the KTAPI connection because the backend JWT authentication is configured for the previous org credentials. The KTAPI backend no longer recognizes the refreshed sandbox.
Solution
- Confirm with the customer that a sandbox refresh has occurred
- Identify the affected sandbox environment
- Reconfigure the KTAPI backend to recognize the new refreshed sandbox org ID
- Re-establish JWT authentication for the KTAPI connection
- Verify the connection is working by testing API calls in the sandbox
Notes
- This is a very common issue - occurs whenever customers refresh their Salesforce sandboxes
- Customers should be advised to notify Kaptio Support before and/or immediately after performing sandbox refreshes
- Only Kaptio Support can fix this issue - it requires backend access to reconfigure the KTAPI connection
- This is a common issue that occurs across many customers after sandbox refreshes
Warnings
⚠️ Customers cannot resolve this themselves - backend access is required ⚠️ The sandbox will not function correctly for API operations until Kaptio Support reconfigures the connection
Source: KHELP-12149