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Common issues

Quick fixes for the problems users run into most often. If your issue isn't listed here, see Getting support.

Sign-in and access​

"I can't sign in with Salesforce"​

  • Make sure you're choosing the right environment (Production vs Sandbox) on the sign-in page — a sandbox user can't authenticate against production, and vice versa.
  • Check with your Salesforce admin that your user is active and has the API Enabled permission.
  • If your bluefactory account uses an IP Whitelist, you can only sign in from an allowed address. Ask your account owner to check Settings → IP Whitelist.

"I signed in and landed in an empty account"​

You probably signed in with a different Salesforce user than usual, which created a brand-new bluefactory account. Sign out, sign back in with your usual Salesforce user, and contact support so we can remove the duplicate account.

"I can see a module but not use it"​

Your role may grant Read Only access to that module. Account owners manage roles under Settings → Access Management — see Access Management.

Backups​

"My backup failed or captured fewer records than expected"​

  • Open the backup's latest run to see the per-object report — it shows exactly which objects succeeded and which reported errors.
  • Verify the connected Salesforce user still has read access to the objects in scope. Backups can only capture what the connected user can see.
  • If the org's connection has expired (for example after a password change or the user being deactivated), reconnect it under Settings → Salesforce Orgs.

"Objects are missing from my backup"​

If your backup scope is set to specific objects, only the selected objects are captured. Edit the backup and review its scope, or switch it to all objects.

Query Console​

"I'm asked to prepare the snapshot before querying"​

Interactive querying runs on a prepared snapshot. Click Prepare, choose the objects you need, and wait for the readiness badge to turn green — large objects can take a few minutes the first time. See Preparing snapshots.

Metadata Change Tracker​

"Search says it's still building"​

The first content search on a large snapshot builds a search index in the background. Wait a few seconds and the results will appear; subsequent searches on the same snapshot are fast.

"A build shows no changes"​

The first capture of a tracker is a baseline — it records the org's full metadata but has nothing to compare against yet, so it shows no changes. Changes appear from the second capture onward.

Restores and archives​

"My restore/archive is taking a long time"​

Duration depends on the number of records, files, and related objects in scope. The run page shows live progress and per-object results. Large jobs are processed in the background — you can leave the page and come back, or enable email notifications to be told when it finishes.

Still stuck?​

Contact support@bluefactory.io — see Getting support for what to include so we can help you fast.