SCENARIO

A request for a Sandbox account refresh was made, but after the activation of the new copy, some users are unable to access the Sandbox account.

SOLUTION

Possible reasons for non-administrator users experiencing inaccessibility to the Sandbox account after a refresh are that either the option "Administrators Only" was chosen for the refresh, or the user's Employee record was created in the Production account after the data snapshot was taken for the refresh.

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**All Users/Administrators Only:**

1. Log in to Production as an Administrator.
2. Navigate to Setup > Company > Sandbox Accounts.
3. Find the Sandbox ID.
4. Under General, take note of the chosen value in "Access After Sandbox Refresh."
- Note: Options "All Users" or "Administrators Only" are available. Check if the affected user is an Administrator or Non-Administrator of the Production account and which option was chosen for the last Sandbox refresh and activation.
- Non-Administrators should have access to the Sandbox account only if the option "All Users" was selected for the last Sandbox refresh. They should not be able to access the account if the option "Administrators Only" was selected. Administrators should be able to access the Sandbox account with both options selected.

**Employee Record Was Created After Snapshot Date:**

1. Log in to Production as an Administrator.
2. Navigate to Lists > Employees > Employees.
3. Click View for the specific Employee.
4. Click System Information.
5. Click System Notes.
6. Take note of when the record was last created/updated.
7. Navigate to Setup > Company > Sandbox Accounts.
8. Find the Sandbox ID.
9. Under General, take note of the "Snapshot Date."

NOTE

Check if the Employee record of the affected user was created/modified/activated in the Production account before or after the snapshot of Production data was done. The Snapshot Date used for Sandbox refresh is usually from the night before the refresh starts (which is not the same time when it was requested). If you create new Employee records and give them access to the Production account right before requesting a Sandbox refresh, it is likely that the new Employee records will not be copied to the Sandbox account as they were created after the Snapshot Date. To resolve the issue, contact an Administrator with access to the Sandbox to create the missing Employee records in the Sandbox account manually.