In a rare case, Payments2Us upgrade may fail or appear not to update a Sandbox(or Production) environment. This article explains the symptoms, root cause, and the required resolution.
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1. Symptoms, Root Cause, and Important Clarification
Common Symptoms
- Payments2Us upgrade fails during installation
- Sandbox remains on the old version after an attempted upgrade
- No visible changes after refreshing or logging back into the Sandbox
- Some users might receive an installation failure email
Typical Error Message (Example)
Some users may receive an automated Salesforce email similar to:
Your request to install package "Payments2Us" was unsuccessful. One or more components in the package failed deployment.
Problem: ReportFolder (Payments2Us / Fundraising) record deleted.
Not all users receive this email. In many cases, the only visible symptom is that the Sandbox is not updated.
Root Cause
This issue occurs when managed package “report folders” were previously deleted in Production and later copied into a Sandbox via refresh or recreated manually.
Although Salesforce should prevent deletion of managed package folders, this can rarely happen. Manually recreated folders may look correct but lack the original managed package namespace, causing the upgrade to fail when Salesforce attempts to validate or recreate them.
Note: This issue Is Rare and has only been observed with one customer so far. Again, most organisations never encounter it because managed package folders are typically not removed.
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2. Resolution and What to Tell Salesforce Support
The only confirmed resolution, which was provided courtesy the effected customer, is to contact Salesforce Support and request restoration of the original managed package report folders from archive.
Salesforce has internal tools that allow them to recover deleted managed package folders with the correct namespace and identifiers. Once restored, the Payments2Us upgrade can proceed successfully.
When contacting Salesforce Support, explain that:
- A managed package upgrade is failing or the Sandbox is not updating
- The failure references deleted managed package report folders
- The original folders need to be restored from Salesforce archive using internal recovery tools
Following is a list of folders (with hierachy and api names) to provide to salesforce if needed
- Payments2Us Reports - API Name:
Payments2Us_Reports- Fundraising - API Name:
Fundraising - Regular Giving - API Name:
RegularGiving - Financial Year - API Name:
FinancialYear - Campaign - API Name:
Campaign - Calendar Year - API Name:
CalendarYear
- Fundraising - API Name:
- Payments2Us In Page Reports - API Name:
Payments2Us_In_Page_Reports
Note: you will probably have to provide the org ID, user and package name (payments2us). If available, provide the deployment error number shown during the failed upgrade to help Salesforce trace the issue.
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3. Summary
- If your Sandbox is not updated, the upgrade may have failed silently
- This issue is caused by deleted or altered managed package report folders
- Manually recreating folders does not reliably resolve the problem
- The issue is rare and not caused by Payments2Us configuration
- Salesforce Support must restore the original folders from archive
- Once restored, the Payments2Us upgrade completes successfully (if upgrade was not manually done, reach out to inform payments2us support)