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Druva Documentation

How to resolve "Unable to connect to Microsoft 365. Check connector status" Cloud App status alert

 

Overview

inSync administrator receives the Unable to connect to Microsoft 365. Check connector status error in the following scenarios:

  • If the Microsoft 365 Cloud App is in Not Connected state.
  • If the connection between the inSync AD Connector and the inSync Cloud is interrupted.

Microsoft 365 Cloud App status is Not Connected

Perform the following steps to resolve the issue:

  1. Login to inSync Management Console. 
  2. On the inSync Management Console menu bar, click Data Sources > Cloud Apps.
  3. On the Manage Cloud Apps page, select the Microsoft 365 app from the Cloud Apps list.
  4. On the Overview page, click Re-Configure.
  5. On the confirmation message that appears, click Continue to proceed with the reconfiguration.
  6. On the Microsoft 365 login page, enter the tenant administrator's user name and password, and then click Sign in.
  7. Click Accept to grant Druva inSync app the required permissions to access Microsoft 365 data. Druva inSync gets connected to Microsoft 365 data of all users in your organization.
  8. Once Microsoft 365 Cloud App is connected, on the Overview page, click Verify to verify the configuration.
  9. In the Verify Configuration dialog that appears, enter the user’s email address. When you enter the user's email address, inSync performs the App authentication checks as a part of verification. Once these authentication checks are completed successfully, the Microsoft 365 reconfiguration is complete.

inSync AD Connector and the inSync Cloud connection is interrupted

Perform the following steps to resolve the issue:

  1. Login to inSync Management Console.
  2. On the inSync Management Console menu bar, click  > Settings > Connectors. Verify the Connection Status. If the status is Not Connected, ensure the following:
  • There is an internet connection on the AD Connector server for successful heartbeat connection and communication with the inSync Cloud.

inSync Connector maintains a persistent connection with the Cloud Master (for inSync Cloud) and hence, it generates an error log due to interference if it has to share its communication port with any other application. The error logs are generated even while the inSync Connector appears connected.

The following errors are logged  in the inSyncADConnector.log file:

[ERROR] Error <class 'socket.error'>:[Errno 10013] An attempt was made to access a socket in a way forbidden by its access permissions. Traceback -Traceback (most recent call last): 

File "inSyncLib\inSyncRPCServer.pyc", line 351, in serve_forever 

File "socket.pyc", line 224, in meth 

error: [Errno 10013] An attempt was made to access a socket in a way forbidden by its access permissions 

{code}

  • The credentials for AD Connector are not changed and are valid.

If the credentials for AD Connector are invalid, do the following:

  1. Login to inSync AD Connector server. Double-click the Druva inSync AD Connector icon.

  2. Under Manage AD Accounts, select the appropriate AD host and re-enter the username and password. Click Save. For more information see Troubleshooting inSync Connector errors.

  3. Login to the AD connector server and confirm if the Druva inSync AD Connector services are running from services.msc console. If they are already running, try to restart the services to reinstate the connection if there were any recent Cloud outages that could have caused this communication break issue.

  4. Check the network communication between AD Connector and inSync Cloud. Perform the following steps:

    1. Run the following command to verify the communication:

 telnet cloud.druva.com <port>

 Example:     telnet cloud.druva.com 443

              telnet cloud.druva.com 6061

2. Check if port 443 is in Listening mode to be used by inSync AD Connector. 

  • Open the command prompt with administrative privileges
  • Run the netstat -anob >List-port.txt command to open the List-port.txt file on the D drive.
  • In List-port.txt, check the applications that are sharing the inSync Connector port for communication. If there are multiple applications using the same port, check if their port number can be modified.
  • If the application ports cannot be modified, install the inSync Connector on a new server where its communication port 443 is not shared by other applications.

5. Contact Druva Technical Support to check if there is any scheduled or unscheduled Cloud Push/ Maintenance/ Outage at Druva Cloud end. The Cloud Push happens around 9 AM UTC. Contact Druva Technical Support in case of any further assistance.

An alternative approach to AD connector

There is another component called Cloud Key Management (KMS) available which can offload the task of the scheduled backups for Microsoft 365 applications from the AD connector. 

This feature can be enabled for your instance if you would like to remove the dependency on the AD connector.  For more information, see Enable Cloud Key Management.

Note:  If you already have KMS enabled and  are still experiencing  this issue, contact  Druva Technical Support .