---
schema_version: "1"
id: eed25358afe78e2878f3aab0bfdc108ca1a5515fcc123e931666080483627013
title: Troubleshoot External User Access Errors
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/data/264-0-0/c360_a_troubleshoot_external_user_access.md
canonical_url: https://help.salesforce.com/s/articleView?id=data.c360_a_troubleshoot_external_user_access.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 30daf9966215ac707f2dac56adb2ffd0620426e564f4d8c42c8c16ee1d46ca5f
description: Resolve common issues with authenticated external user and unidentified external user access to Data 360.
products:
  - Data 360
release: "264"
---
# Troubleshoot External User Access Errors

Resolve common issues with authenticated external user and unidentified external user access to Data 360.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159148e36">Issue</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159148e39">Resolution</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e36 ">An authenticated external user sees 0 accessible records.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e39 ">
            <ul>
              <li>In the Data Governance tab, confirm that the data model object (DMO) has the
                correct access level tag (<code>ExternalData.Visibility.Portal</code> or a
                custom tag).</li>

              <li>If no tag exists, add one and save.</li>

              <li>Wait a few minutes and retest access.</li>

              <li>Verify that an Allow policy exists for authenticated external users.</li>

              <li>Verify that the policy restricts access based on the custom permission assigned to
                the authenticated external user profile.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e36 ">An unidentified external user accesses data without a policy.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e39 ">
            <ul>
              <li>Confirm that the DMO doesn't have the
                <code>ExternalData.Visibility.Public</code> tag.
              </li>

              <li>Remove any <code>ExternalData.Visibility.Public</code> tags from internal
                objects.</li>

            </ul>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-data-data_cloud-264-0-0-production-enus/f3569962-3c9b-4f83-9d0c-b6a574e785da/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Data 360 is secure by default. Data without tags or policies remains
                  inaccessible to users who aren't explicitly granted access.</div>
              </div>
            </div>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e36 ">An agent action fails for an authenticated external user.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e39 ">
            <ul>
              <li>Verify that the Agent Service Account uses external org-wide default access (not
                internal).</li>

              <li>Check that the DMO has the correct authenticated external user tag
                (<code>ExternalData.Visibility.Portal</code> or custom).</li>

              <li>Confirm that an Allow policy exists for authenticated external users with the
                custom permission assigned to the authenticated external user profile.</li>

              <li>If the AI agent is configured as Digital Agent External User in Summer '26 or
                later releases, verify that the DMO has the
                <code>ExternalData.Visibility.Public</code> tag. Also verify that an
                Unidentified External User policy exists.
              </li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e36 ">An agent action succeeds in the sandbox but fails in production.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e39 ">
            <ul>
              <li>Confirm the Agent Service Account org-wide default setting matches across
                environments.</li>

              <li>Verify that tags exist on the same DMOs in both environments.</li>

              <li>Check that Allow policies exist with identical custom permission restrictions in
                both environments.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e36 ">Policies work in the home org but not in the companion org.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d159148e39 ">
            <ul>
              <li>Confirm multi-org policies are enabled in the home org and synced to the companion
                org.</li>

              <li>Verify that the companion org admin has mapped attribute placeholders to local
                values.</li>

              <li>Check that custom permissions referenced in policies exist in the companion
                org.</li>

              <li>Contact Salesforce Support to verify the companion org policy sync status.</li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>