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Courtney HaysCourtney Hays 

Why are my reps getting a merge error when they try to access a Contact record?

One of my reps is getting this error message quite often when he tries to access some of his contacts.  He IS NOT trying to merge, just view, but he is getting the merge error.


Data Not Available You do not have Edit access to one of the two records you are trying to merge. Please contact your administrator to get additional access or merge the two records


Thanks,
Courtney
Steve MolisSteve Molis
Can you recreate the problem if you login as them?
Courtney HaysCourtney Hays
Yes, when I log in as him I get the error, but I can view it when logged in as me.
Steve MolisSteve Molis
How are they trying to view the record when they trigger the error?   
Courtney HaysCourtney Hays
When I'm logged in as the rep, I search the contact name he is trying to access.  It shows up to click on as a Contact.  When clicked, this error message appears.  I also tried going through the link to the contact he sent me.
Steve MolisSteve Molis
Okay I'm officially intrigued...

Is it just a few of their Contacts or any Contact they own, also anything in the OWD for Accounts or Contact on your SFDC org?  

I'd put together a a Report of all of their Conatcts and Accounts save it in a common folder, then go through the report logged in as them clicking  Account and Contact names looking for a common link.
Courtney HaysCourtney Hays
Haha I feel like I always have the odd questions!

I have asked him to send me a few examples.  He is the owner of the contacts and it is only some of them, not all. I don't think there is anything in the OWD.
Willy CorderoWilly Cordero
Is there a solution for this some of my reps are also seeing this same issue?

Thanks
Courtney HaysCourtney Hays
I still haven't found a solution for this.  My rep is getting pretty frustrated.  Anyone have any other thoughts?
Steve MolisSteve Molis
Do any of the contacts have an other objects attached/related to them that the user does not have access to?  Like are they the Primary Contact on an Opportunity, Case, Activity, Note, Attachment, custom object, etc.
Courtney HaysCourtney Hays
No, he has the same permissions as the other reps.  I looked at the contact and it doesn't appear to have any abnormal relations in the system.  I deleted it as the primary contact on the opp, still nothing. 
Willy CorderoWilly Cordero
Im currently working with Tier 3 support Tier 2 believed it had to be related to a DupeBlocker scenario that was trying to automerge two matching contacts in the back end. But none of my DupeBlocker scenarios match and there is no duplicate contact in my org for the affected contact so they escaleted to Tier 3 to see what can be going on.

So far this is the only contact that this is happening to.
Steve MolisSteve Molis
Do you have any custom App or intergrations installed on your SFDC that touch Contacts or Accounts?
Yervand YezeryanYervand Yezeryan
Did anyone figure out what's causing this? One of our reps is having this same issue. When he clicks the "edit" link next to the contact from Accout detail page, the Contact edit page opens. But when he clicks on the Contact to open the detail page he gets that same error.
Willy CorderoWilly Cordero
You guys need to contact SFDC. Tier 3 support told me this was a known bug and they had to apply a fix to both our production and sandbox instances. Whatever it was they did worked. They never tell you what the root cause was. This is the last email i received on my case:

Tier 3 ran the same update in your Sandbox. Can you check and see if she is able to view the contact there?