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.

 

1. Once logged into Salesforce, click your picture (or the default picture) on the top right of your screen and click "Settings".
2. Expand the section titled "My Personal Information", and click "Grant Account Login Access".
3. From there, locate the line item for "Internet Creations Support", select 1 week as the Access Duration and click Save.

1. Start by locating and clicking the "Setup" button found on the top right of your page. Depending on your organization, the Setup button will be beside your name or listed as a drop down option when you click on your name.
2. Next, navigate to the Grant Login Access page based on your setup menu.
   • Non-Enhanced Setup Menu - Setup | My Personal Information | Grant Login Access.
   • Enhanced Setup Menu - Setup | My Settings | Personal | Grant Account Login Access.
3. Set the access expiration date for Internet Creations Support to 1 Week.
4. Click Save.

1. Navigate to the Grant Login Access page based on your setup menu.
   • Non-Enhanced Setup Menu - Setup | My Personal Information | Grant Login Access.
   • Enhanced Setup Menu - Setup | My Settings | Personal | Grant Account Login Access.
2. Set the access expiration date for Internet Creations Support to 1 Week.
3. Click Save.

 

• Users will require a license to at least one Internet Creations application in order for Internet Creations to appear in the Grant Account Login Access menu.
• For Internet Creations applications licensed to your entire organization (such as free labs applications), only users with the “Manage Users” permission enabled on their profile can grant login access.
• In the event Internet Creations is performing a Product Implementation Review for your organization, please set the access expiration date to 1 Month.
• For more information on Product Implementation Reviews, please contact your Internet Creations Account Executive.

 

For more information on Granting Login Access, see the following article: 

https://help.salesforce.com/articleView?id=granting_login_access.htm
 

Please Note: 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.