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Activity Timeline Error: "Couldn't Find the Record You're Trying to Access"

Udgivelsesdato: Jun 17, 2026
Beskrivelse

Users in Salesforce Lightning Experience may report that their Activity Timeline is missing or displays the following error message:

We couldn't find the record you're trying to access. It may have been deleted by another user, or there may have been a system error. Ask your administrator for help.


Despite what the error message suggests, this error is typically not caused by a deleted record. Instead, it is caused by a corrupted or unexpected state in the user's Activity Timeline filter preferences.

Why this error occurs:

In Salesforce, users can save persistent Activity Timeline filters using the "Save Time with Persistent Activity Timeline Filters" feature. If a user's saved filter preferences enter an unexpected state — for example, if no Activity Type options are selected, or if the preference data becomes corrupted — the Activity Timeline fails to display data and shows the error above.

The table that stores this data (UserActivityTimelineFilter) is only accessible to Salesforce internally and cannot be modified by admins or users directly.

Løsning

    To resolve the Activity Timeline error caused by corrupted filter preferences, a Salesforce Support agent must query and reset or delete the affected user's UserActivityTimelineFilter record internally.

    Steps to engage Salesforce Support to fix this issue:

    Step 1 — Grant Login Access to Salesforce Support
    Ask the affected user (and an administrator for the org) to  Grant Login Access to a Salesforce Support Agent. Both the affected user access and admin access are required.

    Step 2 — Provide the affected user's Salesforce User ID
    Provide the affected user's Salesforce ID by following: Find the Salesforce ID for a User or profile.

    Step 3 — Grant Salesforce Support permission to modify the filter record
    Explicitly authorize Salesforce Support to query and update or delete the affected user's corresponding UserActivityTimelineFilter record that stores their Activity Timeline preferences.

    Step 4 — Log a Support Case
    Log a Support Case and ask the Support agent to reference the Internal Information section of article #000350552. Include the details from Steps 1–3 in the case.

    Note: The UserActivityTimelineFilter table that stores user Activity Timeline filter preferences is only accessible to Salesforce internally. Administrators cannot reset this data via Setup or the UI.

    Vidensartikelnummer

    000380373

     
    Indlæser
    Salesforce Help | Article