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Unable to log in to a cloned sandbox

Date de publication: Jun 15, 2026
Description

When a sandbox is cloned from an existing source sandbox, users who were created in the production org after the source sandbox's creation date will not be able to log in to the cloned sandbox. This is because the cloned sandbox only includes users who existed in the source sandbox at the time it was created.

Résolution

Step A: Identify the Source Sandbox

You need to check for the newly-created sandbox to verify if the affected User is existing from source sandbox.

1. Go to Setup or the gear icon first (in Lightning).
2. In the Quick Find box, enter Sandboxes.
3. Click Sandboxes.
4. Click the Name of the sandbox.
5. Under Sandbox Options, check then sandbox name beside the "Copied From" field this will serve as the source sandbox.
 

Step B: Check if the Affected User Exists in the Source Sandbox

Check if the affected users is existing from the source sandbox:

1. Login to the source sandbox.
2. Go to Setup or the gear icon first (in Lightning).
3. In the Quick Find box, enter Users.
4. Under Manage Users, click Users.
5. Beside "View", choose Active Users.
6. Locate if the affected user present.
 

Step C: Confirm the User's Created Date vs. Sandbox Created Date

If affected user is not included in the "Active Users" of the source sandbox:

1. Take note of the Created Date field of the source sandbox.
2. Take note the Created Date of the affected User from the production.

 ​
​If the Created Date of the source Sandbox is prior to the Created Date of the User in production, the user will not be able to log-in to the cloned Sandbox because the affected user did not exist yet when the source sandbox was created.


Workaround

  • Create the User on the source Sandbox before cloning OR Create the User on the newly cloned Sandbox
Numéro d’article de la base de connaissances

000383943

 
Chargement
Salesforce Help | Article