Customer Portal — Shared link returns 404
A teammate pasted a Customer Portal link of the form https://{slug}.app.aprity.ai/scans?scanId=…&pageId=…. You clicked it but instead of the expected object / process / rule page, you landed on a 404 or on a blank scan home.
What it looks like
After clicking the link (and possibly signing in with Salesforce on the way), you see one of :
- A 404 error : "Page not found" or "This scan no longer exists".
- The portal home page with a list of recent scans, but not the specific page that was in the link.
- A blank documentation panel with no object selected.
Common causes
1. Scan no longer in retention
aprity keeps scans for a finite window depending on your plan :
| Plan | Scan retention |
|---|---|
| Trial | Trial window |
| Documentation | 12 months |
| Intelligence | Unlimited |
If the deep-link references a scanId that is older than your retention window, the scan has been purged and the link cannot resolve.
Fix : open the portal home page, pick a recent scan that documents the same area, and navigate to the equivalent page. To preserve a specific page for the long term, screenshot the relevant section or export the org's StorySite backlog for offline reference -- a scanId-pinned link is meant for short-term collaboration, not for permanent archival.
2. Scan was deleted or replaced
Beyond automatic retention, scans can be deleted manually by an admin or replaced by a fresh re-scan that re-purged the previous artefacts. If a teammate shared a link before the cleanup, the link is now stale.
Fix : ask the teammate to share the equivalent link from the latest scan.
3. pageId does not exist in the current scan
A deep-link encodes both scanId and pageId. If the current scan does not contain a page with that pageId (because the documented object / process / rule was removed from the org or the scan scope), the link returns a 404 even though the scanId itself is valid.
Fix :
- Open the scan home and navigate to the relevant section manually.
- If the missing page corresponds to a deleted Salesforce artefact, the deep-link is permanently stale -- update your reference to point to a different page.
4. Slug mismatch
The portal slug in the link must match the tenant you have access to. If your colleague shared a link from acme.app.aprity.ai but you have access only to acme-sandbox.app.aprity.ai, the OAuth flow signs you in but the page does not exist on the wrong tenant.
Fix : confirm the slug matches your tenant before clicking the link. If your colleague has access to a tenant you do not, ask them to share a screenshot or a relevant section instead.
5. URL malformed
Long deep-links are sometimes broken by chat clients that wrap URLs across lines or strip query parameters they don't recognize.
Fix : ask your colleague to share the link inside a Markdown code block (``) or as a clickable hyperlink, so the chat client preserves the full URL.
Fix sequence
- Confirm the slug in the URL matches your tenant's portal.
- Open the portal home and find the scan referenced by the
scanId. If the scan is gone, fall back to a recent scan covering the same area. - Navigate manually to the equivalent page.
- Ask the sharer to re-share the link from the latest scan if the original is stale.
- Contact support if you believe the link should resolve but does not.
When opening a support ticket, include :
- The full deep-link URL (paste it in a Markdown code block to preserve it).
- The exact error you see.
- Your aprity tenant id.
Avoiding stale deep-links
- For short-term collaboration (a Slack thread, an email thread, a Jira comment) : deep-links are fine -- the recipient typically reads them within hours or days.
- For long-term references (a wiki, an onboarding doc, a Confluence page) : screenshot the relevant section or store the StorySite Excel export instead. Deep-links can rot when the scan ages out of retention.
- For exec-level archival : the Confluence and Salesforce Knowledge publishing integrations (Intelligence and Trial plans) produce content that does not rot with scan retention -- publish there for permanent references.
For anything else, contact support@aprity.ai.