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Druva Documentation

Troubleshooting Microsoft 365 issues

inSync Cloud Editions: File:/tick.png Elite Plus File:/tick.png Elite File:/cross.png Enterprise File:/cross.png Business
This topic provides information about how to troubleshoot Druva inSync for Microsoft 365 issues.

General issues

Overview

This topic lists the issues and their resolutions, which may be experienced by users who have configured Microsoft 365 Cloud Applications.

Issue: Cloud app is in 'Not connected' state even after configuring the cloud app. 

Reason 

If no backups are performed for a certain time period then the configuration settings for cloud apps will expire. The expiry time is based on the cloud app's OAuth model.

  • Microsoft 365: 14 days

Resolution

To resolve this issue, the inSync Cloud administrator must reconfigure inSync to integrate with Microsoft 365 cloud app.

Issue: Cannot find user details

After you start the backup of Cloud Apps data, you might encounter a backup failed error for Cloud Apps in the Last Backup Status Report. The report displays the following error details:

Cannot find the user's details. Please verify that the user exists.

Reason

The user does not have a Cloud Apps account.

Resolution

Ensure that the user has a valid Cloud App account, and then proceed towards backing up the user's Microsoft 365 Cloud App data.

Issue: Insufficient permissions to access user details

After you start the backup of Cloud Apps data, you might encounter a backup failed error for Cloud Apps in the Failed Backups Report. The report displays the following error details:

inSync does not have permissions to access the user's details. 

Reason

You do not have permissions to access the profile of the Cloud Apps user, and so you cannot access the user's backup details.

Resolution

To access the user's backup details, ensure that you have access to the profile that is associated with the user.

Issue: Microsoft 365 backups fail after multi-factor authentication is enabled for a global admin account

To resolve this issue, see Knowledge Base.

 

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