Granting Login Access for Internet Creations Support
In some cases, Internet Creations support will request login access to investigate an issue. Some organizations do not allow login access as a matter of policy or you may be using a Salesforce profile that does not allow you to grant login access.
To assist you, Internet Creations staff may need to log in to your organization for a first hand look at your environment. You can grant access to them for a specified duration. For security reasons, the maximum period for granting access to an AppExchange partner is limited to one month. During the time you have granted access, we can login as you and access your data to help you.
A variety of methods can be used to grant login access depending on your profile, and whether you're working in Lightning Experience or Salesforce Classic.
All Users (Lightning):
System Administrator (Classic):
All Other Users:
Please note the following conditions:
For more information on Granting Login Access, see the following article:
If an NDA is not an option, and you are still unable to grant login access to your Production organization:
Government Cloud Users
Due to restrictions, Internet Creations will not be able to login to Orgs which are running on Government Cloud.
If gathering debug logs (see below) are required, Salesforce Support may be able to enable debugging for Internet Creations' managed packages directly in your Org. For more information, please see the following knowledge article and contact Internet Creations support for additional guidance.
In certain instances, Internet Creations may need collect a debug log to help identify the root cause of an issue. In order to capture specific information regarding our managed package(s), this debug log must be collected via login access from our side, as debug logs captured locally will automatically hide any specific operations / processes that occur when accessing a packaged component.
For example, below are comparison screenshots displaying information captured in a debug log by an end user vs. a debug log captured by Internet Creation via login access. You will notice that the first debug log contains no errors and hides all managed code from Email to Case Premium with the line "ENTERING_MANAGED_PKG | E2CP". The second debug log clearly displays an error (Non-selective query against large object type).
End User Debug Log:
Internet Creations Debug Log:
For more information on the non-selective query error displayed in the second debug log, please review the following knowledge article.
In the event your organization is unable to grant login access and gathering a debug log is deemed as the next step forward in troubleshooting the issue reported, Internet Creations support may not be able to provide further troubleshooting assistance.