Customer is unable to access
Account Engagement Settings → User Management → Users. The page remains stuck on a loading spinner and never loads, preventing user management and assignment of additional Administrator access.Impact: Unable to view/manage users.
Request:
Please help on the continuous loading issue on the Users page and advise on any permission, configuration, or backend errors causing the behavior. Screenshot attached for reference.
#Salesforce Developer #Salesforce Admin #Systems Administrator #Advanced-Administrator #Marketing Cloud #Pardot B2b Marketing Automation
This is Account Engagement (Pardot) territory. The infinite spinner on
Account Engagement Settings → User Management → Users is a known symptom pattern, almost always tracing back to the Salesforce↔Pardot connector/session layer rather than an actual "Users" bug. I checked the linked community thread it has 0 replies, so no prior resolution to build on there.
Here's the diagnostic order I'd work through, most-likely-cause first:
- Check Connector authentication statusGo to Account Engagement Settings → Connectors and check the Salesforce connector's status. If it shows an auth error (commonly surfaces as Pardot API Error 184 authentication failure), that alone is enough to hang User Management, since that page pulls live data through the connector session. Reauthenticate the connector user if it's broken.
- Confirm the connector user still has correct accessThe user account the Salesforce Pardot connector runs as needs an active Salesforce license, System Administrator (or equivalent) profile, and the Account Engagement Administrator role in Pardot. If that user was deactivated, had their profile changed, or lost the Pardot role assignment, the connector silently fails and pages like this spin forever instead of erroring cleanly.
- Rule out browser-side blocking (very common cause)Account Engagement Settings loads inside a Salesforce Canvas app (an iframe calling out to Pardot's API). Third party cookie blocking (Safari/Chrome privacy settings), ad blockers, or browser extensions frequently break this silently. Test in an incognito/private window with extensions disabled, and try a different browser entirely before assuming it's a config issue.
- Check Session Settings for Clickjack Protection / IP restrictionsIn Salesforce Setup → Session Settings, aggressive Clickjack Protection settings or 'Lock sessions to the IP address from which they originated' can block the Canvas iframe from completing its callout. Also check Login IP Ranges on the connector user's profile if Pardot's servers aren't whitelisted, the callout can hang rather than fail visibly.
- Check for multiple Business UnitsIf this org has more than one Account Engagement Business Unit, User Management can hang if the specific Business Unit context is ambiguous or misconfigured for the logged-in user. Confirm which Business Unit the affected admin is scoped to, and that their Salesforce profile maps correctly to it under Business Unit Setup.
- Escalate to Salesforce Support with the network traceIf all of the above check out, open a case with Salesforce Support (this is a Pardot/Account Engagement product issue, not something fixable via Apex/Flow/config alone). Capture a browser dev-tools Network tab trace of the failed page load first the failing XHR call to Pardot's API will usually show the real error code even though the UI just shows a spinner.
Quickest first move: step 1 (Connectors auth status) and step 3 (incognito/different browser) these two catch the majority of real-world cases of this exact symptom. If the connector shows green/authenticated and it still hangs in a clean browser, jump to step 4 (Session Settings) before assuming it needs a Support case.
I hope you find the above information helpful. If it does, Please mark it as Best Answer to help others too.
