Resolving - Scribe connection error

Read through the following topic if you are facing difficulties when you are connecting a scheduled or on demand scribe solution to Acoustic Campaign.

Symptoms

When you are running a scheduled or on-demand scribe solution one of the following errors might occur suggesting Scribe could not connect to Acoustic Campaign:

  • Failed to open one or more connections: Verify that the Silverpop Pod is correct and that you can connect to the same Pod from the system that is running the Scribe Online Agent. The following error occurred: Unable to connect to the remote server.
  • Failed to open one or more connections: Verify that the connection URL is correct and that you can connect to the same URL from the system that is running the Scribe Online Agent. The following exception message was returned from Engage: Unable to open the connection.

Resolving the problem

Complete the following steps to resolve these errors:

  1. Log in to Scribe Online and go the Connections area.
  2. Open the connection for Silverpop (Acoustic Campaign).
  3. Test the ability to connect to Acoustic Campaign.

If the test is successful, the connection most likely experienced a timeout during the run. However, if the error persists there might be a problem with the Refresh token or Acoustic Campaign user account that is specified in the connection or assigned to the token. Try one of the following methods:

  • If the connection uses a URL and User account, troubleshoot the ability to log in to Acoustic Campaign directly in a browser with the user who is specified in the connection. It is possible the user's password is expired or the IP validation failed and the account is disabled. If the account is disabled refer to the Disabled user name to fix the issue.
  • If the connection uses a Refresh token for Scribe, check the token status in Acoustic Campaign to make sure that the last access date reflects the last date and time you expected Scribe to connect with Acoustic Campaign. If the date is inconsistent it is best to revoke the current token and regenerate a new one to use in Scribe Online. If the error is Intermittent, it could suggest the Acoustic Campaign Org Admin user does not have the full API permissions that are needed to work from Scribe Online. Review the Create Integration User Account article for API permission suggestions.