---
title: "Conversation canvas page errors"
slug: "conversation-canvas-page-errors"
updated: 2026-01-13T13:32:26Z
published: 2026-01-13T13:32:26Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation canvas page errors

> **Who can use this**: Salesforce administrator
> 
> **Available on**: Gong Foundation

If you see an error page when navigating to the Conversation Highlights, Transcript tabs, or Account/Opportunity Deals tab in Salesforce, this article will help you resolve the issue.

> [!NOTE]
> Note:
> 
> This article refers to troubleshooting issues with the Gong for Salesforce app.

## **Error message**

You'll see an error message like this:

![Error message indicating a problem opening a conversation in Gong application.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/There was a problem opening this conversation.png)

The error usually includes a unique error ID that helps us trace and review the issue in our logs.

### **What causes this error**

This error occurs when Gong doesn't receive the required information from Salesforce. The Canvas Apps need proper configuration to communicate with Gong successfully.

### **How to fix it**

Follow these steps to configure your Canvas Apps properly:

#### **Step 1: Navigate to Connected Apps**

1. In Salesforce, go to **Setup**
2. In the Quick Find box, type **Manage Connected Apps** (or **Connected App** in Classic mode)
3. Click on **Manage Connected Apps**

![Salesforce setup page showing connected apps with edit options for Gong apps.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/salesforce connected apps.png)

#### **Step 2: Configure Gong Canvas App**

1. Click on **Gong Canvas App**
2. Click **Edit Policies**

![Gong Deals Canvas App interface showing options to edit policies and uninstall.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image-20220426-104710.png)
3. In the **Permitted Users** field, select **Admin approved users are pre-authorized**
4. Click **Save**
5. Click the **Manage Profiles** button
6. Select all relevant profiles that include users who need access to the app

#### **Step 3: Configure Gong Deals Canvas App**

Repeat the exact same steps for the **Gong Deals Canvas App**:

1. Click on **Gong Deals Canvas App**
2. Click **Edit Policies**
3. In the **Permitted Users** field, select **Admin approved users are pre-authorized**

![OAuth policies settings with options for permitted users and single logout feature.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image-20220426-103957.png)
4. Click **Save**
5. Click the **Manage Profiles** button

![Profile management interface displaying System Administrator profile details and options.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image-20220426-104914.png)
6. Select all relevant profiles that include users who need access to the app

#### **Step 4: Test the configuration**

After completing both configurations, test by navigating to:

- Conversation Highlights tab
- Transcript tab
- Account or Opportunity Deals tab

**Still having issues?**

If the error persists after following these steps, [contact Gong Support](https://contact.gong.io/hc/en-us/requests/new) and include the Error ID from the error page. This helps us investigate the issue further.

Gong’s core platform for gaining advanced visibility into your revenue operations. Also the prerequisite license needed for Gong’s add-on packages. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats).