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C
Colin19
January 20, 2022
Question

Proxy error: UnprocessableEntity, Failed to get installation and oauth information for app

  • January 20, 2022
  • 48 replies
  • 177 views

I have been guided here by Zendesk support, I am receiving the error Proxy error: {:code=>"UnprocessableEntity", :status=>"422", :title=>"Unprocessable Entity", :message=>"Failed to get installation and oauth information for app."} when I attempt to create a request to a 3rd party server, I have followed your extensive guide but still recieving the above.

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    A
    Andrew127
    March 27, 2025

    Hi Chris, Can you check the logs for our issue - we are using OAuth. Regards Andy

    A
    Andrew127
    March 27, 2025

    I will take a look at the docs and see if the offline_access is also required for Auth0

    P
    Parth18
    March 27, 2025

    That was it, dont know how i missed that, thank you 

    C
    Christopher53Employee
    Employee
    March 27, 2025
    Hello,
     
    No problem.  I'm glad to hear it's working for you!
     
    Best,
     
    Chris Kennedy | Developer Advocate
    A
    Andrew127
    March 28, 2025

    Hi  Chris,  Can I confirm that you are able to look at the logs to help us pinpoint our issue.  The issue that Parth Patel raised is different to ours.  I can confirm that we have tried all of the steps that Jerry has posted above.  We have also added the additional scope of offline_access.  Our integration is Auth0.  Again, it is working as expected once the app is installed, but we see the  422 error at a point where we think the token way not refresh (although I cant confirm unless someone can look at the logs).  Again, an example timestamp would be 2025-03-24T15:54:22.  We also saw the issue again this morning.  Reinstalling the app fixes the issue temporarily.

    C
    Christopher53Employee
    Employee
    March 28, 2025
    Hi Andrew,
     
    Sorry for the confusion.  I created a ticket work with you one-on-one.  I have a reply with next steps there.
     
     
    S
    System20
    April 16, 2025

    Hi, 

    We are having same issues with an app being developed for one of our customers. 

    If I bypass the secure setting/proxy and manually enter an access token for the app then the requests go through and we get data.

    However, when we try to go via the secure proxy we get the same error with 

    {:code=>\"UnprocessableEntity\", :status=>\"422\", :title=>\"Unprocessable Entity\", :message=>\"Failed to get installation and oauth information for app.\"}

    In the app settings we have successfully logged in and it is showing a green check marker next to the Oauth login.

    Everything in manifest.json also looks correct

    "parameters": [
    {
      "name": "baseUrl",
      "type": "text",
      "secure": false,
      "required": true
    },
    {
      "name": "token",
      "type": "oauth"
    }
  ],
  "oauth": {
    "client_id": "Z****",
    "client_secret": "5*****",
    "authorize_uri": "https://***/identity/connect/authorize",
    "access_token_uri": "https://***/identity/connect/token",
    "scope": "***"
  },

    And when checking Network in the browsers Developer Tools I can see that it is correctly including Bearer {{setting.token}} for Authorization.

    Would appreciate some assistance in checking logs as I can't really see anything wrong in the app itself for this.

    C
    Christopher53Employee
    Employee
    April 16, 2025
    Hi Nicklas,
     
    It looks like your OAuth provider is not providing a refresh token on successful authorization.  Can you please refer to their documentation for more info on how to ensure it sends a refresh token along with the access token?
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