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Error when loading case record in Lightning Experience: UNKNOWN_EXCEPTION: An unexpected error occurred. Please include this ErrorId if you contact support

Symptoms

You are attempting to open up an existing case record within the Lightning Experience and encounter an error similar to the following:


User-added image

Solutions

This error is related to the following Salesforce Known Issue.

This error may occur if a local field (making reference to a managed package field) is included on your page layout, and the running user has not been assigned a license to that managed package.

Unfortunately, this Salesforce Known Issue is marked with a status of "No Fix," but there are a few options System Administrators can evaluate to avoid this error.

  1. Remove local fields from your page layout that make reference to a managed package field. You will only have to perform this action if users do not have a license to that managed package being referenced.
  2. Assign a license for the respective managed package to the affected users.

Status

This error is related to the following Salesforce Known Issue, marked with a status of "No Fix".

Additional Information

Support

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