Start a conversation Sign in
Start a conversation
  1. CloudSense Support
  2. CloudSense Articles
  3. Articles

Orchestrator Not Progressing: Fix for <code>EXTERNAL_POLLING_DISABLED</code> (CloudSense Orchestrator)

Overview

If orchestration does not progress (sometimes with no UI error) in a Salesforce Sandbox, CloudSense service logs may show the message EXTERNAL_POLLING_DISABLED. This indicates that External Polling is disabled in the CloudSense Orchestrator custom settings, which can prevent orchestration from continuing in background and/or UI (foreground) execution.

Enable External Polling in the Orchestrator custom settings and then re-run the orchestration to confirm processing resumes. 

Solution

Symptoms

  • Orchestrator does not progress / appears stuck when executed (background mode and/or when triggered via the UI/foreground).
  • There may be no explicit on-screen error.
  • CloudSense service logs contain the exact error: EXTERNAL_POLLING_DISABLED.

Root Cause

External polling is disabled in the CloudSense Orchestrator custom settings. When disabled, orchestration cannot continue its polling-based progression and may stall without presenting a user-facing error.

How to Diagnose

  1. Reproduce the orchestration stall (note the orchestration/process name and where it stops progressing).
  2. Review CloudSense service logs for your Salesforce org (<salesforce_org_id>).
  3. Confirm whether the error EXTERNAL_POLLING_DISABLED is present.

Resolution (Configuration Change)

Enable External Polling in the Orchestrator custom settings.

Implementation Steps (Generic)

  1. In Salesforce, open Setup.
  2. Navigate to Custom Settings (or the equivalent configuration area used for CloudSense settings in your org).
  3. Locate the Orchestrator custom setting used by CloudSense (the name may vary by implementation, but it is the Orchestrator settings record).
  4. Find the setting/flag for External Polling and set it to Enabled / True.
  5. Save the change.

Validation / Verification

  1. Re-run the same orchestration scenario that previously stalled.
  2. Confirm the orchestration now progresses past the previous stopping point.
  3. Re-check service logs and confirm EXTERNAL_POLLING_DISABLED no longer appears for the new run.

If It Still Does Not Progress

  • Confirm you edited the correct Orchestrator custom setting record (org-wide vs. profile/user-level records, if your org uses overrides).
  • Re-check service logs for additional errors besides EXTERNAL_POLLING_DISABLED and address them accordingly.
  • If the issue is user-specific, confirm the affected user(s) are not subject to a different settings override.

Frequently Asked Questions

1. How do I know this is the same issue?
Your orchestration stalls without a clear UI error, and CloudSense service logs show the exact message EXTERNAL_POLLING_DISABLED.
2. Is this a provisioning/“accelerator” issue?
In the documented resolution path, the cause was a configuration setting—External Polling disabled—rather than an environment provisioning gap. Enabling External Polling in Orchestrator custom settings resolved the stall.
3. What should I verify after enabling External Polling?
Re-run the orchestration and confirm it progresses normally, then confirm EXTERNAL_POLLING_DISABLED no longer appears in the service logs for the new run.
4. There is no UI error—what should I provide if it persists?
Provide the orchestration/process name, exact steps to reproduce, the approximate time of the run, affected user(s), and the relevant CloudSense service log excerpts (including any occurrences of EXTERNAL_POLLING_DISABLED or other errors).
Choose files or drag and drop files
ai_initiated
atlas_studio
kb_automation
Was this article helpful?
Yes
No

  1. Matej Storga

  2. Posted

Comments