Unable to Access Closeplan Admin app (Sandbox)
Overview
There may be times when a customer is unable to access the ClosePlan admin tab for a variety of reasons. One such example is when the Org in question is a Sandbox that has been refreshed. A refresh is when the production environment is copied into a Sandbox.
The copy can create several problems, one in particular:
Named credentials are authorized with a production ID instead of the sandbox credentials.
Troubleshoot:
Check Named Credentials:
Gear icon (Setup) > under Quick Find search for 'Named Credentials' > ClosePlan Metadata Service > Click Edit.
Notice below how the email is David.D@people.ai. This looks like Production credentials.
In this example, a Sandbox emails would look something like this = david.d@dd-showcase.peopleai.com
You can look at the URL to get an indication of how Authentication credentials might look.
In this example:
Follow Refresh Documentation:
In the event that the Named Credentials are authenticated with Production User ID, there may be other issues in play, such as new Consumer Key/Secret Key.
Refer the Customer to Sandbox Refresh documentation, and have them follow the steps there.
Documentation: Sandbox Refreshes
Remind the Customer to authenticate using their Sandbox credentials.
Upgrade (Recommended but not mandatory)
After the Customer has resolved the problem, ask them to upgrade to the latest version