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Druva Documentation

General issues

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Overview

This topic lists the issues and their resolutions, which may be experienced by users who have configured any of the supported SaaS Apps.

Issues

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

Reason

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

Following is the expiry time for different SaaS Apps:

  • Microsoft 365: 14 days
  • Google Workspace: No expiry

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

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

Reason

The user does not have a SaaS Apps account.

Resolution

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

Issue: Insufficient permissions to access user details

After you start the backup of SaaS Apps data, you might encounter a backup failed error for SaaS 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 SaaS 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.