This topic lists the issues and their resolutions, which may be experienced by users who have configured any of the supported Cloud Applications.
Issue: Cloud app is in 'Not connected' state even after configuring the cloud app.
If no backups are performed for certain time period then the configuration settings for cloud apps will expire. The expiry time is based on the cloud app's oauth model.
Following is the expiry time for different cloud apps:
- Office 365: 14 days
- Box: 60 days
- G Suite: No expiry
To resolve this issue, the inSync Cloud administrator must reconfigure inSync to integrate with Office 365 or Box 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 user exists.
The user does not have a Cloud Apps account.
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 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.
You do not have permissions to access the profile of the Cloud Apps user, and so you cannot access the user's backup details.
To access the user's backup details, ensure that you have access to the profile that is associated with the user.