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M EngM Eng 

Users suddenly getting insufficient privileges when trying to attach a file to an outgoing email from Activity section.

We have users that were able to go to the Activity Section of a Case and hit the SEND EMAIL button this morning and attach files to the email before they sent it.  Now suddenly they are getting Insufficient Privileges when they attempt to attach a file to an outgoing email.  I have checked everything and nothing has changed and not everyone is being impacted. Any ideas?
Best Answer chosen by M Eng
Thomas LangeThomas Lange
Hmmm, that sounds strange. Have you tried logging in as these users to reproduce the issue? Are you able to try changing their profile temporarily to see if that is causing the issue? Could it possibly be a browser issue? I'd try having them use a different browser. Another thing to check could be Storage Usage - is your File Storage full? If none of these shed any light, it might be worth opening a case with Salesforce support.

All Answers

Thomas LangeThomas Lange
Do all of the users that are experiencing this issue have the same profile? I would recommend double-checking the Setup Audit Trail from setup.
M EngM Eng
So far the ones I have heard from have the same profile, differnent roles, except for their manager who is also having the issue and has a different profile.  I will check the Setup Audit Trail.
 Thanks
 
M EngM Eng
Right now, the trail does not show anything out of the ordinary dealing with this.
Thomas LangeThomas Lange
Also, what is your OWD for Cases and Activities? If Cases are Private and the users were part of a queue that previously owned the record, that could be part of the problem.
M EngM Eng
Our OWD for Cases is Private as it has been even when they could send attachments.  I went in there earlier to try to troubleshoot and gave Case a public Read/Write/Transfer and still had the Insufficient Priv error when they tried to attach.
Thomas LangeThomas Lange
Take a look at this article - it might help here: https://help.salesforce.com/articleView?id=000228178&type=1
M EngM Eng
The profiles have full CRED-View All-Modify All on the Contacts.
 
M EngM Eng
Our Contacts are all related to an Account also.
Thomas LangeThomas Lange
Is the attachment stored in Files? If so, it might be a library permission issue.
M EngM Eng
They cannot even get to the actual file.  When they hit ATTACH FILE, they get the permission notice.
Thomas LangeThomas Lange
Hmmm, that sounds strange. Have you tried logging in as these users to reproduce the issue? Are you able to try changing their profile temporarily to see if that is causing the issue? Could it possibly be a browser issue? I'd try having them use a different browser. Another thing to check could be Storage Usage - is your File Storage full? If none of these shed any light, it might be worth opening a case with Salesforce support.
This was selected as the best answer
M EngM Eng
I have logged in and see the issue, I have changed profiles, roles, gave Modify All etc etc.  It has really stumped me and have not come across this issue beforea in any org I worked in.  I will check their browser and also the file storage.  I did put a case in with SF because I think everything that could be investigated has been.  Thank you for your help on this though.
Jeb GarrottJeb Garrott
Hi M,

I am having the same issue in our org. The user reported it happening on October 7th. I have gone through the same steps and checked the setup audit trail /sharing settings and nothing has changed or looks out of the ordinary. I did check with other users in the same profile and they are also experiencing the same issue. My current running theory is that the org was upgraded to Winter '19 on October 5th and maybe something in the update is causing the issue. I checked the release notes, particularly the Files section but nothing I saw looked like it woudl affect this as they are still on Classic.

If you hear anything back from Salesforce support please let me know. This is a wild one.
M EngM Eng
Figured it out.  Something or someone had changed the Permissions for the Document object.  Go into the Profile down to Permissions and give Documents CRED.
Jeb GarrottJeb Garrott
That was it! I can't believe I didn't see that. This is wild. FYI, I just tested and they only need Read to be able to attach files on an email. Weird. Glad you figured that out! Thanks!
M EngM Eng
Welcome.  Yeah,  it was definitely a team effort with Thomas.  I think whatever upgrade they did somehow wiped that clean for some very strange reason.
Jeb GarrottJeb Garrott
Yeah. I think you are right and it is the upgrade. I have a Sandbox that was refreshed on August 10th and that profile wasn't touched yet it has the same issue. Since the issue wasn't reported in Live till October 7th and Sandbox had no change whatsoever... I think there is a good chance the upgrade did it.
Chris MorganChris Morgan
We found the same issue after our Winter '19 release. What was really odd was that it was only on two of our 15 custom profiles. Thanks for the help y'all.
Carolyn RothCarolyn Roth
Thank you so much for this solution! I was stumped when asked what happened this morning, but this worked perfectly! :)
Michael FariaMichael Faria
Same issue in my org here at John Hancock!
M EngM Eng
Go to the user profile and look for the permission section and make sure on DOCUMENTS they have at least READ checked.  That is the source of the problem.
Aaron GoldbergAaron Goldberg
+1 on previously proposed solutions. Read on Documents. Started seeing this immediately after Winter '19 upgrade.