ISVforce Guide

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Troubleshooting

The most frequent troubles arise from leads and licenses not being created or a proxy user being deactivated.

Leads and licenses are not being created

When a subscriber installs my package, leads or licenses are not being created in the LMO. Usually this is caused by a misconfiguration of the organization where the LMA is installed. Here is a list of things to check:

Did the subscriber really install the package?
AppExchange counts the installation when the user clicks “Get it now”, but the installation may fail or be canceled and the license won't be delivered unless the installation was completed.
Is there a trigger on the lead or license object in the LMO?
There should never be a before_create or before_update trigger on a lead or license in the LMO. Try using after_ triggers instead. Or try removing the trigger; if the trigger fails for some reason, it can block license creation.
Is there a required custom field on the lead or license record?
If so remove the requirement; the LMA doesn't populate that required field, so it can block license or lead creation.
Is the LMO Lead Manager user a valid, active user?
The Lead Manager (the owner of lead records) must be a valid, active user, if not, it will block license or lead creation.
Is there a validation rule on the lead or license record?
Often these will block creation of the LMA lead or license records because that required field is not there.
Is there a workflow rule on lead or licenses?
These might me preventing creation of the license. Try removing the workflow rule.
Was the lead converted to an account?
When leads are converted to accounts, they are no longer leads.

Licenses that were not delivered to an LMO will usually be re-delivered after a few days if the issue is solved in the above steps.

Note

A proxy user has deactivated

If a "proxy user has deactivated" message appears when editing a license in the LMO, a subscriber organization may be locked, deleted, or otherwise disabled. Check the following:

Verify the organization is active
Check with the organization administrator to see if the organization is active or deleted. If the organization is deleted, delete the corresponding license record.
Verify the package is installed
Check with the organization administrator to see if the package is still installed. If the organization is locked or the package no longer installed, the license may not be updated. Have the subscriber reinstall the package.