Legacy Managed Package: Why is My Salesforce Connection Disconnected?

Last updated: January 12, 2024

🔍 Please note: This article is for customers on Standard Bundle, Enrichment, or Clearbit Platform plans. If you signed up in 2024, you are on a Sales Intelligence for HubSpot plan: Free, Growth, or Business.

Please Note: This article is regarding Clearbit's Legacy Salesforce integration, commonly referred to as the Managed Package. If you are using the Clearbit Platform for Salesforce Enrichment, please see this article for information on disconnects.

 

The Clearbit managed package in Salesforce relies on cookies to help manage your Clearbit authentication credentials when making new requests. Certain extensions can block this functionality and lead to unexpected behavior.

Below are common issues we see with Enrichment and Prospector caused by the Ghostery and uBlock Origin extensions within our Salesforce managed package. These extensions must be disabled for Clearbit to work normally.

 

Failed to fetch, please check your settings.

Clearbit settings not displaying Enrichment, Field Mappings, and Prospector tab options.

 

You must activate “Clearbit” as a trusted site to use Clearbit Lightning Components.

How to disable Ghostery

Ghostery can be disabled by adding your Salesforce instance as a trusted site, or by removing the extension. Below are steps for both Chrome and Safari.

Google Chrome

To disable Ghostery on your Salesforce site:

1. In the browser’s top right corner, click on the blue ghost icon.
2. From the dropdown menu, click Trust Site.
3. Refresh the page.

To delete Ghostery on your Salesforce site:

1. Navigate to chrome://extensions
2. Find the Ghostery extension.
3. Click the trash can icon to remove it from Chrome.

Safari

To disable Ghostery on your Salesforce site:

1. Click the Ghostery icon in your toolbar.
2. Click Trust Site.

To delete Ghostery from Safari:

1. Click Safari > Preferences > Extensions.
2. Click on the Ghostery extension.
3. Click Uninstall.

How to disable uBlock Origin

Like Ghostery, uBlock can be disabled or removed from your browser by following the steps below.

Google Chrome

To disable uBlock on your Salesforce site:

1. In the browser’s top right corner, red shield icon for uBlock.
2. From the dropdown menu, click the power icon at the top.
3. Refresh the page.

To delete uBlock on your Salesforce site:

1. Navigate to chrome://extensions
2. Find the uBlock extension.
3. Click the trash can icon to remove it from Chrome.

Safari

To disable uBlock on your Salesforce site:

1. Click the uBlock shield icon in your toolbar.
2. Click the power icon at the top
3. Refresh the page.

To delete Ghostery from Safari:

1. Click Safari > Preferences > Extensions.
2. Click on the uBlock extension.
3. Click Uninstall.