Question
I’ve been working with Salesforce Support to address an internal server error linked to a GACK code (2134764861-123797 (1611479512)). After weeks of back-and-forth, I was informed that escalation requires reproducing the issue in a controlled manner. To expedite the process, I created a minimal reproducible test case (linked here: GitHub Repository). However, this was rejected because it produced a different GACK code (1291518605-518052 (1659192199)) even though the user experience remained identical.
My Question:
- What constitutes a GACK code?
- Can I extract meaningful information from its structure to identify related errors without access to Salesforce’s internal tools?
- Are there strategies to use this information to reduce the time required for escalating platform bugs, especially for users without premier support?
Answer
A GACK (Global Apex Error Code) is a unique identifier for a specific error event in Salesforce. It consists of two key parts:
- The first number (before the hyphen): This is an event identifier that helps Salesforce track the specific instance of an error.
- The second number (after the hyphen): This refers to the stack trace or specific failure detail associated with that event, allowing Salesforce to understand which part of their system failed.
In your case, the two different GACK numbers (2134764861-123797 (1611479512) (1611479512) and 1291518605-518052 (1659192199) (1659192199)) are different because they refer to different stack traces and failure events, even though they reproduce the same user experience.
Unfortunately, outside of matching either of these portions, GACKs do not provide any direct insight into the cause of the error or its resolution. Think of them as “serial numbers” for Salesforce to use when investigating error logs. These numbers help Salesforce Support trace the error in their internal systems but aren’t particularly useful for users to diagnose or relate errors.
Therefore, while the GACK itself won’t offer much in terms of direct investigation, you may use it to provide Salesforce Support with a reference point. However, without Premier Support or access to more detailed back-end tools, it remains difficult for you to resolve or escalate platform bugs quickly based on the GACK alone.
Summing Up
A GACK in Salesforce is a unique error identifier with two parts: an event ID and a stack trace. The numbers in the GACK refer to different error details and help Salesforce track the issue internally. However, outside of matching these numbers, the GACK doesn’t provide direct insights for users to diagnose or relate errors. It serves as a reference for Salesforce Support in their internal systems. Without Premier Support or backend tools, users can’t easily resolve or escalate platform bugs using the GACK alone.
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