Troubleshoot the Salesforce Integration

If you're having trouble with our Salesforce integration, there are a few things that could be happening.

In this article, you'll find some tips to help you troubleshoot common problems you may have when using the integration.

I've hit my Salesforce API request limit

To ensure service levels and quality, Salesforce restricts the number of API calls made to their services. Salesforce accounts are subject to a maximum number of API calls that can be made against servers in any 24-hour period.

When Geckoboard performs a widget refresh, it polls for the current status of that report. This polling activity consumes up to 3 API calls.


If you have multiple widgets powered by the same report we cache the data to avoid wasting API calls. For example, if you have 10 widgets powered by the same report, we'll only make 3 calls (not 30).

Limits are enforced against the aggregate of all API calls made by the organization in a 24-hour period. When an organization exceeds a limit, all users in the organization may be temporarily blocked from making additional calls. Calls will be blocked until usage for the preceding 24 hours drops below the limit.

This section includes the following information:

API limits by plan

For Salesforce Professional and Enterprise, each organization receives a total of 1,000 API calls per user in a 24-hour period, up to a maximum of 1,000,000 API calls (for organizations with 15,000+ Salesforce licenses).

Salesforce Unlimited has a 5,000 API calls per user limit, up to a maximum of unlimited API calls.


If your organization is using the professional edition and has 50 users, Salesforce allows the organization to make 50,000 API calls per 24-hour period. When an organization exceeds a limit, applications that access the APIs are temporarily blocked from connecting to Salesforce. This does not have an impact on users accessing in their browser.

To review all limits in place by plan, see Salesforce API Requests Limits.

Viewing API calls consumption in Salesforce

Salesforce provides admin users with two means to view API calls consumption metrics. Log into Salesforce as the Geckoboard connection user to view the following metrics:

  • Company Profile > Company Information - The figures are stored in the API Requests, Last 24 Hours field. The value being tracked in that field shows what has been consumed within the last 24 hours. This means that the calls consumed at 12:36 pm will not be made available for use again until the following day. Any calls consumed will continue to be counted towards this count until that time.
  • Reports > Administrative Reports > API Calls Made Within Last 7 Days - This report displays based on the day the individual call is consumed.

For more information on how to interpret the API calls usage data, see Why don't the numbers for my API usage align with the numbers in my "API Usage Last 7 Days" report?

Best practices to prevent hitting your API request limit

  • Minimize the frequency in which widgets are updated.


    If you have a widget set up to visualize a report that updates only twice per day, refreshing every 30 seconds isn't really necessary. In such case, you are better off refreshing only every 2.5 hours.

  • If you still exceed your API-request quota is possible that you need a higher limit. At this point we recommend you to purchase additional API calls. For more information, contact your Salesforce account representative.

I've hit my Salesforce Report limit

In addition to the Salesforce Daily API Limit, there are also a number of other limitations when working with the Salesforce Reports API. You can find out more about the Requirements and Limitations, but we've highlighted the most relevant points in the list below:

  • Your organization can request up to 1,200 asynchronous requests per hour.
  • The API can process only reports that contain up to 100 fields selected as columns.
  • A list of up to 200 recently viewed reports can be returned.
  • Your org can request up to 500 synchronous report runs per hour.
  • The API supports up to 20 synchronous report run requests at a time.
  • A list of up to 2,000 instances of a report that was run asynchronously can be returned.
  • The API supports up to 200 requests at a time to get results of asynchronous report runs.
  • Asynchronous report run results are available within a 24-hour rolling period.
  • The API returns up to the first 2,000 report rows. You can narrow results using filters.
  • You can add up to 20 custom field filters when you run a report.

In addition to these, if your report is in Jointed format, it will not be able to be displayed. Summary, Tabular and Matrix reports are supported.

General Salesforce Troubleshooting Tips

Here are some general tips for troubleshooting the Salesforce integration.

Cannot read property 'xAxis' of undefined

Usually, when the "Cannot read property 'xAxis' of undefined" error is displayed, it's because your Salesforce report is not Grouped by any field.

The key here would be to Group by a field within your report. If needed, you can then also Summarize by another field. Grouped fields act as the X-Axis and Summarized fields act as Y-Axis within Geckoboard. If you edit the report in Salesforce, you'll be able to Group and Summarize fields. 

Our guide to configuring the Salesforce widget article explains how Grouping and Summarizing works and how your reports translate and plot within Geckoboard. Follow the steps there and create X and Y-Axes. Once that's done, your report should display just fine.

Trouble connecting to your account

If you cannot connect your Salesforce account, first check to ensure that API access is enabled. If this is enabled and you're still having troubles, the next place to check is Session Settings.

If these settings are as below, the connection will fail due to the fact that Geckoboard authenticates and then queries using a different set of IP addresses.

trouble connecting Salesforce to Geckoboard because of lock sessions to IP setting

Instead, set Session Settings to (only) Lock sessions to the domain in which they were first used. This will allow us to connect to your Salesforce reports. This should get you going!


Get help

If you're still having trouble connecting to your Salesforce account, get in touch.

Percentage Related Metrics Displaying 0

Sometimes percentage related metrics will display 0 (zero) instead of the intended percent. This is obviously not desirable. To fix this, we need to change how the formula is displayed in your report. We need to change how the formula is displayed in your report. What we're looking for is this screen:


The trick here is to make sure that this is set to At all summary levels.

To get to this menu, follow these steps:

  1. Open your report.
  2. When in the report customize page, you'll see the formulae for that report in the left pane for that report.PercentageRelatedMetricsDisplaying0.png
  3. Hover over the formula and the pencil will appear.
  4. Clicking the pencil displays the intial modal pictured above.PercentageRelatedMetricsDisplaying0.png

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