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Mercury: Open contact in CRM works for admins but fails for other users

Fix Mercury and Power Apps errors caused by a profile URL that points to an app your team cannot access.

If Open in CRM opens a Mercury contact for an administrator but shows an error for other users, check the Mercury profile URL saved in TalentLynk. It may point to a Mercury app that only administrators can access.

The fix: an administrator should save a candidate profile URL from the Mercury app that everyone using this feature can access. Leave the existing Tenant ID unchanged.

Recognise the issue

  • The administrator who configured the integration can open contacts in Mercury from TalentLynk.

  • Other users see an error when they click the Open in CRM icon, even though they can use Mercury through their usual route.

  • The error may say “Something has gone wrong” and include AppContextLoader: 502, UciError: 502, error code -2147015417, or “Web server received an invalid response while acting as a gateway or proxy server”.

These are generic Power Apps error messages. A 502 error alone does not confirm an incorrect app ID; the checks below help establish whether this is the cause.

Why it happens

A Mercury environment can contain several apps, such as an admin app and the standard app used by consultants. Each has its own appid in the browser URL, and users may have access to only some of them.

TalentLynk takes the environment address and app ID from the Mercury profile URL supplied during setup. This is one shared setting for your organisation, so everyone’s Open in CRM link targets that same Mercury app.

If an administrator copies a profile URL from the admin app, their links can work while colleagues’ links fail. The same Mercury domain does not necessarily mean the same app. An integration showing as connected also does not confirm that every user can access the app selected for record links.

How to fix it

  1. Ask an affected user to open Mercury through their normal, working route and open any candidate’s profile. Your Mercury administrator should confirm that this is the app intended for everyone who will use Open in CRM.

  2. Copy the full candidate profile URL from the browser’s address bar. Keep the appid= parameter in the URL. You do not need to copy just the app ID or edit the URL manually.

  3. As a TalentLynk administrator, go to Settings → Integrations → Mercury.

  4. Click Edit.

  5. Paste the copied URL into Mercury profile URL.

  6. Leave the existing Tenant ID unchanged. The Mercury app ID and the integration’s Tenant ID are different settings.

  7. Click Save. Disconnecting or reconnecting the integration is not required for this URL update.

Only one administrator needs to update this setting for the organisation. The candidate used to copy the URL is just a setup example; TalentLynk will still open the appropriate record for each contact you select.

Confirm the fix

  1. Ask an affected user to refresh TalentLynk so it loads the updated settings.

  2. Open a Mercury contact in TalentLynk and click the Open in CRM icon (labelled Open in Mercury).

  3. Confirm that the correct contact opens in Mercury. Check with a regular team member as well as the administrator.

If the error continues

If you have already updated the URL and users still cannot open contacts, ask one of the affected users for their working URL. Have them open Mercury normally in their own session, open a candidate profile, and copy the full address from the browser, including appid=. Do this even if the administrator has already copied a URL from what appears to be the standard Mercury app.

Paste the exact URL that user sends into Settings → Integrations → Mercury → Edit → Mercury profile URL, leave the Tenant ID unchanged, and click Save. Ask the same user to refresh TalentLynk and retry Open in CRM.

In a confirmed support case, the administrator’s replacement URL still failed; using the candidate profile URL copied directly by a regular user resolved the issue.

  • Compare the Mercury domain and appid in the failing link with a working Mercury profile URL from the affected user. The record’s id identifies the contact; appid identifies the app.

  • Check that the affected user is signed into the correct Microsoft account and has access to that Mercury app and contact.

  • If different teams use different Mercury apps, ask your Mercury administrator which app all intended users can access. TalentLynk currently uses one shared Mercury app ID per organisation.

  • If the intended app also fails when opened directly, ask your Mercury administrator or Mercury support to check app access, security roles, licensing, and any Mercury or Microsoft service issues. Microsoft’s App Access Checker can help an administrator check access and licensing for a specific user.

If you still need help, contact your Mercury account manager with the error details or screenshot and the URLs you have tried that failed. Ask them to provide a stable URL with an appId that will work for everyone.

Prevent this during setup

Copy the profile URL from the Mercury app your whole team uses, and verify Open in CRM with a regular user before rolling it out. An administrator being able to open the link is not enough to confirm access for everyone.

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