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  • 1.  OAuth settings cannot be saved after installing "CX Cloud from Genesys and Salesforce" on Salesforce

    Posted 03-30-2026 02:04

    We are requesting your assistance regarding an error that occurs in the OAuth Settings for CX Cloud from Genesys and Salesforce, which prevents us from saving the configuration.

    Issue Details:
    After installing CX Cloud from Genesys and Salesforce version 2.26 in Salesforce, an error occurs when attempting to proceed with OAuth Settings configuration, and we are unable to save the settings.

    Steps Taken:
    ・Installed CX Cloud from Genesys and Salesforce version 2.26 in Salesforce
    　※Installed on 2026/03/25 using the link provided in the following help article:
    https://help.genesys.cloud/articles/install-the-cx-cloud-core-services-for-salesforce-service-cloud-package/" href="https://help.genesys.cloud/articles/install-the-cx-cloud-core-services-for-salesforce-service-cloud-package/" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://help.genesys.cloud/articles/install-the-cx-cloud-core-services-for-salesforce-service-cloud-package/">https://help.genesys.cloud/articles/install-the-cx-cloud-core-services-for-salesforce-service-cloud-package/
    ・Created an OAuth client (Client Credentials grant type) in the Genesys Cloud
    ※The auto-generated client secret is 60 characters long
    ・Confirmed that the role assigned to the OAuth client includes all required permissions as listed in the following link:
    https://help.genesys.cloud/articles/oauth-client-permissions-for-cx-cloud-from-genesys-and-salesforce/" href="https://help.genesys.cloud/articles/oauth-client-permissions-for-cx-cloud-from-genesys-and-salesforce/" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://help.genesys.cloud/articles/oauth-client-permissions-for-cx-cloud-from-genesys-and-salesforce/">https://help.genesys.cloud/articles/oauth-client-permissions-for-cx-cloud-from-genesys-and-salesforce/

    Problem Status:
    ・The "Test" button in the Salesforce CX Cloud settings screen succeeds
    ・Clicking the "Save" button results in an error and the configuration fails to save
    ・When checking with the browser developer tools, the following error message is displayed: 
    　"STRING TOO LONG, Client Secret: Data value is too large (max length=50)"
    ・Because the OAuth Settings cannot be saved, we are unable to proceed with other configurations

    Is there a procedure on the Genesys side to generate a client secret of 50 characters or less, or a procedure on the Salesforce side to save it with 60 characters?
    Additionally, if there are any other settings that we should verify, please advise us.

    Thank you for your attention to this matter.


    #API/Integrations

    ------------------------------
    Koji Hoshi
    -
    ------------------------------


  • 2.  RE: OAuth settings cannot be saved after installing "CX Cloud from Genesys and Salesforce" on Salesforce

    Posted 03-30-2026 06:56

    Hi Koje

    I have not done this myself so had a look at the available documentation on resource center and salesforce.  Could not really find anything additional to what you already shared.

    https://help.genesys.cloud/articles/about-cx-cloud-from-genesys-and-salesforce/

    The OAuth setup seems pretty straight forward from what is shared in the documents - https://help.genesys.cloud/articles/configure-oauth-settings/.
    From what I could see, its not possible to generate less characters on the client secret.  I generated a few and returns 60 every time.  On salesforce side it mentioned that its possible to change the character limit on some custom fields but I'm not sure if this is a custom field.

    Hopefully someone else in the community can provide some additional information.  Alternatively, I would recommend creating a support case with Genesys to see if there is an alternative solution.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: OAuth settings cannot be saved after installing "CX Cloud from Genesys and Salesforce" on Salesforce
    Best Answer

    Posted 03-30-2026 06:56
    Edited by Cameron Tomlin 03-30-2026 07:37

    Hi Koji,

    I checked the CX Cloud release notes (including the March 2026 updates), and I couldn't find any reference to OAuth client secret length changes or related fixes:

    https://help.genesys.cloud/articles/release-notes-for-cx-cloud-from-genesys-and-salesforce/

    Since the Test succeeds but Save fails with a length error, it still points more towards a Salesforce-side field or package behaviour rather than something configurable in Genesys.

    I also noticed that a newer version (2.27) is available, so it might be worth checking if upgrading changes this behaviour.

    Hope someone from the community can also share if they've come across this or found a workaround.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 4.  RE: OAuth settings cannot be saved after installing "CX Cloud from Genesys and Salesforce" on Salesforce

    Posted 04-01-2026 15:34

    Had the same issue.

    Fixed with CX Cloud from Genesys and Salesforce package version 2.28

    Release Notes for CX Cloud from Genesys and Salesforce View summary - Genesys Cloud Resource Center

    Update from another Sandbox if you can, and when you select login use custom domain and specify your instance to upgrade to Latest: 2.28



    ------------------------------
    Carel Garnett-Bennett
    Technical Service Delivery Manager
    ------------------------------



  • 5.  RE: OAuth settings cannot be saved after installing "CX Cloud from Genesys and Salesforce" on Salesforce

    Posted 04-01-2026 17:16

    Hi Carel,

    Thank you for the information.

    We will try it with Version 2.28.

    Best regards,

    Koji Hoshi



    ------------------------------
    Koji Hoshi
    -
    ------------------------------

    Original Message


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