> For the complete documentation index, see [llms.txt](https://support.sayprimer.com/primer/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.sayprimer.com/primer/primer-support-review/section-troubleshooting/fixing-a-connection.md). # Fixing a broken connection What the Reconnect banner means and how to fix a failed data source or destination connection. If a data source or ad destination connection fails, Primer shows a **Reconnect {service}** banner on the connection. Click it to re-authorize. ## Why connections break The banner appears when the platform's authorization is no longer valid — most often because: * The access token expired or was revoked. * The account's password changed, invalidating the session. * Someone removed Primer's access on the platform's side. ## Fixing it 1. Find the connection showing the **Reconnect** banner. 2. Click **Reconnect {service}** and log back in to the platform. 3. Re-approve Primer's access. For **Salesforce** specifically, also confirm the connecting user still has the **API Enabled** permission — without it, the connection re-authorizes but returns no data. See Salesforce. A connection can be in one of these states: **connected**, **failed**, or still **initiated** (mid-setup). If it stays **failed** after reconnecting, contact . --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://support.sayprimer.com/primer/primer-support-review/section-troubleshooting/fixing-a-connection.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.