Troubleshooting CRM connector issues

HubSpot Issues

Deal Owner Displays an Internal ID Instead of a User Name

When the HubSpot Deal Owner property is mapped to a text field in Responsive, the field may display a numerical ID, such as 8374601, instead of the owner’s name.

Cause

HubSpot User properties do not store user names as text values at the API level. Instead, they store unique system-generated IDs. HubSpot displays the corresponding user names in its interface, but external integrations receive the underlying numerical values.

Changing the field type in Responsive does not resolve the issue because the value originates from the HubSpot API.

Resolution

Create a custom text property and workflow in HubSpot to copy the Deal Owner’s name into a text field. You can then map this custom property to Responsive.

To create a custom property in HubSpot:

1. Go to Settings.

2. Create a custom property under the Deal object.

3. Select Single-line text as the field type.

4. Enter Deal Owner Name as the property name.

5. Save the property.

To create a HubSpot workflow

1. Create a workflow that runs when:

   • A Deal record is created.

   • The value of the Deal Owner property changes.

2. Add the Copy Property Value action.

3. Use the appropriate personalization token to retrieve the Deal Owner’s user name.

4. Copy the user name to the Deal Owner Name property.

5. Review and activate the workflow.

The workflow populates the custom text property whenever a Deal is created or its owner changes.

Updating the Mapping in Responsive

1. In Responsive, open the HubSpot field layout configuration.

2. Locate the project field currently mapped to the standard Deal Owner property.

3. Change the mapping to the custom Deal Owner Name property.

4. Save the configuration.

Responsive will display the Deal Owner’s name from the custom text property instead of the HubSpot internal ID.

Microsoft Dynamics 365 issues

"Please Contact your Administrator" error in Microsoft Dynamics CRM

When attempting to associate a Responsive project with Microsoft Dynamics, you receive the error message: "Please Contact your Administrator." This occurs even if the Dynamics connection status shows as "Account Connected" in both My Account and Organization Settings.

Cause
This error is typically caused by an invalid or expired Microsoft OAuth token (AADSTS700082: invalid_grant). Microsoft may invalidate tokens due to:

• Extended periods of inactivity.

• Password changes or security events in your Microsoft account.

• Changes to your organization's Conditional Access or MFA policies.

When the token is invalidated, Responsive cannot refresh the connection, causing the integration to fail despite the "Connected" status in the UI.

Resolution
To resolve this, the connection must be re-established. The steps depend on your organization's configuration and your user permissions.

Scenario A: Organization-wide Connection (Admin Action Required)
If your organization uses a global admin account for the integration (the "Connect using Admin account instead of Individual user account" option is enabled):

• Required Permissions: You must have the Organization Settings permissions enabled to access the Organization Settings.

• Steps:

  1. Go to Organization Settings > Integrations > CRM > Microsoft Dynamics 365.

  2. Click Configure.

  3. Click Delete Account to remove the invalid connection.

  4. Click Connect to Microsoft Dynamics CRM and sign in with the administrative account to generate a new token.

Scenario B: Individual User Connection
If the organization-wide admin option is not enabled, each user must refresh their own connection:

• Required Permissions: Any user with access to My Account.

• Steps:

  1. Navigate to My Account > Connected Apps.

  2. Locate the Microsoft Dynamics CRM connection.

  3. Click the three-dot menu and select Delete.

  4. Click Connect and follow the prompts to sign in to your Dynamics account again.