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Druva Documentation

Troubleshoot error "Failed Authentication. The number of users has exceeded the licensed users and a new Org cannot be added", during Salesforce backup/seeding configuration

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Problem description

Getting the error "Failed Authentication. The number of users has exceeded the licensed users and a new Org cannot be added", while configuring the new Salesforce backup or adding a new sandbox to the existing backup configuration.

When we go to the Druva application on Salesforce and try to add a new organization, from Settings > Licenses page we get the error.

 

Cause

The Druva licenses for Salesforce backup purchased by the customer are less than the ‘Active Users’ in the customer’s Salesforce environment.

 

How to check active users count in Salesforce?

  • Navigate to workbench URL

https://workbench.developerforce.com/login.php

  • Select the environment as Production or Sandbox and login with Salesforce

 

  • Enter your Salesforce administrator credentials and allow access

  • Jump to SOQL query and select Object as user

 

 

  • On the next screen, you will get the option to enter an SOQL query.

  • Enter below SOQL query

 

SELECT COUNT() FROM User WHERE IsActive=TRUE AND UserType='Standard' AND Profile.UserLicense.Name IN ('Salesforce', 'Salesforce Platform')

 

  • You will get the exact active users count on the screen

 

Resolution

This error occurs due to insufficient Druva licenses. Please contact your Druva account executive to purchase additional licenses.

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