#Troubleshooting

This troubleshooting guide is aimed at addressing unexpected issues and errors that you may encounter when using AvePoint Cloud Backup for Google Workspace.

#ArchivedUser

Issue:

The archived user failed in the job with the following error code:

• ArchivedUser

Solution:

Due to the Google API limitations, Cloud Backup for Google Workspace cannot support Google users with the Archived or Suspended status. If you want to include these Google users in the protection scope of Cloud Backup for Google Workspace, you can change the status of these Google users and purchase more user seats in the subscription of Cloud Backup for Google Workspace.

#B-ClassNotExist

Issue:

The class failed in backup with the following error code:

• B-ClassNotExist

Solution:

From when the class was deleted from the Google tenant, there is no scan job for the corresponding scan profile to update the objects in the container. Go to AvePoint Online Services > Auto discovery and run the scan profile, or wait for the next scan job to be completed if the scan profile has enabled daily-scan.

#B-GoogleAPI404NotFound

Issue:

The file failed in backup with the following error code:

• B-GoogleAPI404NotFound

Solution:

The path of the file can be displayed in the job report. Manually download the file to check whether it is a damaged file. Usually, the size of a damaged file is below 1 KB. A file may have been damaged during the creation process. If it is confirmed that the file is damaged, you can ask the file owner to try deleting the file not to affect the backup job status.

#B-GoogleAPIRiskFile

Issue:

The file skipped in backup with the following error code:

• B-GoogleAPIRiskFile

Solution:

The Drive and Shared Drive services do not support backing up virus-contaminated files.

#B-GoogleAPIServiceError

Issue:

The file failed in backup with the following error code:

• B-GoogleAPIServiceError

Solution:

The path of the file can be displayed in the job report. Manually download the file to check whether it is a damaged file. Usually, the size of a damaged file is below 1 KB. A file may have been damaged during the creation process. If it is confirmed that the file is damaged, you can ask the file owner to try deleting the file to not affect the backup job status.

#B-NoDownloadPermission

Issue:

A file skipped in backup with the following error code:

• B-NoDownloadPermission

Solution:

Check whether the current Google user has permission to download the file.

#B-SDNoMember

Issue:

The shared drive skipped in backup with the following error code:

• B-SDNoMember

Solution:

Go to https://admin.google.com/ and navigate to Apps > Google Workspace > Settings for Drive and Docs > Manage shared drives. Add members and ensure there is at least one member who has the Manager permission to the shared drive.

#B-SDNotExist

Issue:

The shared drive failed in backup with the following error code:

• B-SDNotExist

Solution:

From when the shared drive was deleted from the Google tenant, there is no scan job for the corresponding scan profile to update the objects in the container. Go to AvePoint Online Services > Auto discovery and run the scan profile, or wait for the next scan job to be completed if the scan profile has enabled daily-scan.

#B-UserNotExist

Issue:

A user failed in backup with the following error code:

• B-UserNotExist

Solution:

From when the user was deleted from the Google tenant, there is no scan job for the corresponding scan profile to update the objects in the container. Go to AvePoint Online Services > Auto discovery and run the scan profile, or wait for the next scan job to be completed if the scan profile has enabled daily-scan.

#GoogleAPIFailedPrecondition

Issue:

A job failed with the following error code:

• GoogleAPIFailedPrecondition

Solution:

A Failed precondition error occurs when calling the Google API.

#GoogleAPIQuota

Issue:

The job failed with the following error code:

• GoogleAPIQuota

Solution:

This is a temporary error caused by the Google API quota. You can try to configure a custom Google app to avoid this error.

#R-ChangeSubscription

Issue:

The restore failed with the following error code:

• R-ChangeSubscription

Solution:

The restore job failed due to the Google API exception. For example, after the Calendar service has been backed up, modify the user’s email and run the scan profile again. Then, perform the backup job and restore the default calendar using the previous email.

#R-GoogleAPIAbortedError

Issue:

The job failed in restore with the following error code:

• R-GoogleAPIAbortedError

Solution:

This exception is usually caused by a concurrency conflict. If multiple jobs calling the Google API at the same time to create the same object, the Google API may return the Aborted Error.

#R-GoogleAPIAlreadyExistsError

Issue:

The job failed in restore with the following error code:

• R-GoogleAPIAlreadyExistsError

Solution:

If multiple jobs calling the Google API at the same time to create the same object, the Google API may return the Already Exists Error.

#R-GoogleAPICannotCreateTeamDriveError

Issue:

The job failed in restore with the following error code:

• R-GoogleAPICannotCreateTeamDriveError

Solution:

Go to https://admin.google.com/ and navigate to Apps > Google Workspace > Settings for Drive and Docs > Sharing settings. Disable the setting that prevents users in your organization from creating new shared drives.

#R-GoogleAPIFieldValueExceedsLimit

Issue:

The job failed in restore with the following error code:

• R-GoogleAPIFieldValueExceedsLimit

Solution:

When calling the Google API to create an object but the provided value exceeds the maximum limit, the API may return the Field Value Exceeds Limit Error.

#R-GoogleAPIInvalidArgument

Issue:

The job failed in restore with the following error code:

• R-GoogleAPIInvalidArgument

Solution:

When calling the Google API to create an object but a field in the request body is invalid, the API may return the Invalid Argument Error.

#R-SDNoAvailableMember

Issue:

The shared drive failed in restore with the following error code:

• R-SDNoAvailableMember

Solution:

Go to https://admin.google.com/ and navigate to Apps > Google Workspace > Settings for Drive and Docs > Manage shared drives. Add members and ensure there is at least one member who has the Contributor permission to the shared drive.

#R-SDNoManagerPermission

Issue:

The shared drive failed in restore with the following error code:

• R-SDNoManagerPermission

Solution:

Go to https://admin.google.com/ and navigate to Apps > Google Workspace > Settings for Drive and Docs > Manage shared drives. Add members and ensure there is at least one member who has the Manager permission to the shared drive.

#R-SDNotFound

Issue:

The shared drive failed in restore with the following error code:

• R-SDNotFound

Solution:

From when the shared drive was deleted from the Google tenant, there is no scan job for the corresponding scan profile to update the objects in the container. Go to AvePoint Online Services > Auto discovery and run the scan profile, or wait for the next scan job to be completed if the scan profile has enabled daily-scan.

#RetrieveUsersInfoError

Issue:

The job failed with the following error code:

• RetrieveUsersInfoError

Solution:

Unable to obtain user information through the Google API. Connecting a Google tenant requires an account with the Users > Read, Groups > Read, and License Management > License Read privileges in the same tenant. Please check if the account used for connecting your Google tenant has the required permissions.

#SharedWithMeError

Issue:

The folder/file failed in restore/export with the following error code:

• SharedWithMeError

Solution:

The shared objects can be restored/exported only when they have been backed up by the owner. Check whether the owner’s My Drive has been successfully backed up.

#SharedWithMeFileError

Issue:

The file failed in export/restore with the following error code:

• SharedWithMeFileError

Solution:

The shared objects can be exported/restored only when they have been backed up by the owner. Check whether the owner’s My Drive has been successfully backed up.

#SharedWithMeFolderError

Issue:

The folder failed in export/restore with the following error code:

• SharedWithMeFolderError

Solution:

The shared objects can be exported/restored only when they have been backed up by the owner. Check whether the owner’s My Drive has been successfully backed up.

#SuspendedUser

Issue:

The suspended user failed in the job with the following error code:

• SuspendedUser

Solution:

Due to the Google API limitations, Cloud Backup for Google Workspace cannot support Google users with the Archived or Suspended status. If you want to include these Google users in the protection scope of Cloud Backup for Google Workspace, you can change the status of these Google users and purchase more user seats in the subscription of Cloud Backup for Google Workspace.

#UnauthorizedClient

Issue:

The job failed with the following error code:

• UnauthorizedClient

Solution:

Unable to obtain user data through the Google API. This problem is usually caused by uncompleted authorization. Go to the Google Admin console as a Super Admin, then check if Data Access and User Access have been successfully authorized.