---
schema_version: "1"
id: 32b67a5ea3bfb0d16ccbbedadbe33ebe5e4fb09ab6afc69705d363b44bbb600e
title: Troubleshoot Installation and Configuration
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mc_co_troubleshoot_installation_and_configuration.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mc_co_troubleshoot_installation_and_configuration.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5921046b446da110f20eb12bb4b15d6c828d6905a855ee50d7d66236a6059990
description: Tips for troubleshooting installation and configuration with Marketing Cloud Connect for Marketing Cloud Engagement.
products:
  - Marketing
  - Cross Cloud
release: "264"
---
# Troubleshoot Installation and Configuration

Tips for troubleshooting installation and configuration with Marketing Cloud Connect for Marketing Cloud Engagement.

## Salesforce Not Accepting Calls

You receive the message: We are sorry, but Salesforce is not accepting calls to confirm and retrieve your Salesforce Org ID. Try again. If IP allowlist information is missing, you get this error when setting the Salesforce system user in Engagement. Allowlist a range of IP addresses to identify them as safe and grant network access to trusted networks. The allowlist lets Marketing Cloud Connect to communicate across networks. Learn more about adding [IP addresses](https://help.salesforce.com/s/articleView?id=mktg.mc_co_add_ip_addresses_to_allowlist.htm&release=264.0.0&type=5 "If you didn’t use the Marketing Cloud Connect Setup Wizard, follow these steps to manually add IP addresses to your allowlist. The allowlist identifies them as safe and grants access to trusted networks, allowing Marketing Cloud Connect for Marketing Cloud Engagement to communicate across networks.") to the allowlist.

## No ApexClass Found When Installing Package

You receive the message: ExactTarget Integration: In field: apexClass - no ApexClass named SubscriberAnalyticsController found" when installing package. A configuration issue on the Sales or Service Cloud account causes this issue. Contact Salesforce Global Support to enable the permission **Remoting for Apex Controllers** for the integration to install correctly. Then reattempt the package installation.

## Connection Error

You receive the message: Connection Error - Salesforce is unable to connect to the Marketing Cloud. Contact your system administrator to ensure that the API user credentials are correct. Check whether the Marketing Cloud API user for the account integration has an expired password or if the user is disabled. If the issue continues, check security events for recent login failures and API logs for more details.

- If Marketing Cloud Connect uses scope-by-user configuration, the Marketing Cloud API user can log in to Marketing Cloud and update the password.
- If Marketing Cloud Connect uses non-scope-by-user configuration, the Marketing Cloud API user logs in to Sales or Service Cloud to update the Marketing Cloud API user password. Confirm that the password is updated in Engagement.

## Setup Wizard Error

You receive the message: Web service callout failed: WebService returned a SOAP Fault: INVALID\_SESSION\_ID: Invalid Session ID found in SessionHeader: Illegal Session faultcode=sf:INVALID\_SESSION\_ID faultactor= when attempting to run the setup wizard using Lightning Experience. Switch to Salesforce Classic UI before launching the Marketing Cloud Connect setup wizard.