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The following tables provide some key job report comments and their causes and solutions to help you troubleshoot certain issues you may encounter during backup and restore jobs. We are implementing error codes into job reports as a self-service approach for troubleshooting. Clicking the error code link in the downloaded job report will open the .
Errors that occur in an AvePoint Cloud Backup job may cause some items to fail and not be backed up. According to the job report details listed below, some of the items with errors will be marked with a Warning status.
The Warning backup status will not affect the backup job status, which means you may find backup jobs whose status is Completed but contain items with a Warning status. The next backup job will automatically include these items, but if the backup for these items continues to encounter error during the next three backup jobs, the backup status for these items will be marked as Error, which may result in the backup job status being changed to Completed with Exceptions or Failed.
The warning backup status definition is automatically enabled for all customers. If you want to disable this feature to display the following Warning items with the Error status, contact AvePoint Support for help.
SharePoint Online and Microsoft 365 Group Team Site
| Job Report Comment | Status | Causes and Solutions |
|---|---|---|
| The remote server returned an error: (403) Forbidden | Warning | Connection authentication has failed. Check the authentication settings and test if it works in a public network environment. |
| The remote server returned an error: (401) Unauthorized | Warning | Connection authentication has failed. Check the authentication settings and test if it works in a public network environment. |
| There was no endpoint listening at http://usr17050-420:32843/7b1863ba5d594c95bfc16928967478d3/MetadataWebService.svc that could accept the message. This is often caused by an incorrect address or SOAP action. | Warning | The connection with SharePoint Online Server is unstable. The objects with errors will be automatically included in the next backup job. If this error persists, contact AvePoint Support for help. |
| The request channel timed out while waiting for a reply after 00:00:30. Increase the timeout value passed to the call to Request or increase the SendTimeout value on the Binding. The time allotted to this operation may have been a portion of a longer timeout. | Warning | The connection with SharePoint Online Server is unstable. For backup, the objects with errors will be automatically included in the next backup job. If this error persists, contact AvePoint Support for help. |
| An existing connection was forcibly closed by the remote host | Warning | The connection with SharePoint Online Server is unstable. For backup, the objects with errors will be automatically included in the next backup job. If this error persists, contact AvePoint Support for help. |
| The underlying connection was closed: The connection was closed unexpectedly. | Warning | The connection with SharePoint Online Server is unstable. For backup, the objects with errors will be automatically included in the next backup job. If this error persists, contact AvePoint Support for help. |
| The HTTP service located at http://usr19962-543:32843/c7d0fe6dfad1485a857d02abf4155815/MetadataWebService.svc is unavailable. This could be because the service is too busy or because no endpoint was found listening at the specified address. Please ensure that the address is correct and try accessing the service again later. | Warning | The connection with SharePoint Online Server is unstable. For backup, the objects with errors will be automatically included in the next backup job. If this error persists, contact AvePoint Support for help. |
| The operation has timed out. | Warning | The request timed out. The objects with errors will be automatically included in the next backup job. If this error persists, contact AvePoint Support for help. |
| Exception from HRESULT: 0x8107054A | Warning | Throttling issue: Too many requests. To avoid the throttling issue, you can use the account pool to distribute the requests. |
| Exception from HRESULT: 0x80131904 | Warning | Throttling issue: Too many requests. To avoid the throttling issue, you can use the account pool to distribute the requests. |
| The remote server returned an error: (429) | Warning | Throttling issue: Too many requests. To avoid the throttling issue, you can use the account pool to distribute the requests. |
| The site collection [SiteURL] is not available. | Skipped | Check if the object exists in Microsoft 365. If it exists, contact AvePoint Support for help. |
| Cannot get object metadata. It may have been deleted. | Skipped | Check if the object exists in Microsoft 365. If it exists, contact AvePoint Support for help. |
| File not found. | Skipped | Check if the object exists in Microsoft 365. If it exists, contact AvePoint Support for help. |
| Item does not exist. It may have been deleted by another user. | Skipped | Check if the object exists in Microsoft 365. If it exists, contact AvePoint Support for help. |
| File does not exist. | Skipped | Check if the object exists in Microsoft 365. If it exists, contact AvePoint Support for help. |
| The changeToken refers to a time before the start of the current change log. | N/A | The changeToken of an incremental backup has expired. The backup job will perform a full backup for this object automatically. |
| An error occurred while performing the backup. Error: Failed to access the destination site collection. The username or password is incorrect. Site Collection URL: {0}. | Error | {0} displays the URL of the site collection. You must update the service account credentials in AvePoint Online Services and rerun the Auto Discovery scan job. |
| Access denied. You do not have permission to perform this action or access this resource. | Error | Add the service account you configured or the group used in the account pool to the Site Administrators group. |
| An error occurred while performing the backup. Error: The request was aborted. Cannot create SSL/TLS secure channel | Error | Custom ADFS Authentication failed. Check the ADFS authentication settings and test if it works in a public network environment. |
| List does not exist. The page you selected contains a list that does not exist. It may have been deleted by another user. | Error | Check if the object exists in Microsoft 365. If it exists, contact AvePoint Support for help. |
| The specified program requires a newer version of Windows. (Exception from HRESULT: 0x8007047E) | Error | The connection with SharePoint Online Server is unstable. If this error persists, contact AvePoint Support for help. |
| Cannot contact web site '[SiteUrl]' or the web site does not support SharePoint Online credentials. | Error | This error occurs if you have disabled the ability for non-modern (legacy) authentication protocols within your SharePoint Online tenant. |
| Cannot contact site at the specified URL [SiteURL]. Access to this Web site has been blocked. | Error | The site collection has been blocked. Contact your SharePoint administrator for help. |
| The remote server returned an error: (400) Bad Request. | Error | Invalid request. Contact AvePoint Support for help. |
| The attempted operation is prohibited because it exceeds the list view threshold enforced by the administrator. | Error | The number of requests has exceeded the list view threshold limit. Contact AvePoint Support for help. |
| Cannot complete this action. Please try again. | Error | Invalid SharePoint Online data may exist in your environment. Contact AvePoint Support for help. |
| Invalid file name. | Error | Invalid SharePoint Online data may exist in your environment. Contact AvePoint Support for help. |
| Stream was not readable. | Error | An unknown error occurred. Contact AvePoint Support for help. |
| Microsoft.SharePoint.Client.ServerException: Exception of type ‘System.ArgumentException’ was thrown. Parameter name: value. | Error | Unexpected exception of the Client API. Contact AvePoint Support for help. |
| Microsoft.SharePoint.Client.ServerObjectNullReferenceException: Object reference not set to an instance of an object on server. The object is associated with property CurrentUser | Error | Unexpected exception of the Client API. Contact AvePoint Support for help. |
| The request uses too many resources. | Error | Resource limitation of client API. Contact AvePoint Support for help. |
| Save conflict. | Error | Contact AvePoint Support team to ask about using a single thread to restore. |
| An error occurred while restoring the item. Item Name: {0}. Error: An error occurred when restoring the document, load file failed: The file “{1}” is pulled for editing by {2}. | Error | Contact AvePoint Support team to ask about using a single thread to restore. |
Exchange Online, Teams, and Microsoft 365 Group Mailbox
| Job Report Comment | Status | Causes and Solutions |
|---|---|---|
| This group may have been removed. | Skipped | Check if this group has been removed from Microsoft 365. If so, you can rerun the scan job so that this group will be removed from the container. You may also contact AvePoint Support for help. |
| Cannot find the mailbox for this email address. The mailbox may have been deleted, or this account may not have a mailbox associated. Please check if the Auto Discovery profile has been enabled to remove the objects that were deleted in Microsoft 365. | Skipped | Check if this mailbox has been deleted from Microsoft 365. If so, you can rerun the scan job so that this mailbox will be removed from the container. You may also contact AvePoint Support for help. |
| No changes have been detected since the last backup. | Skipped | The backup job is skipped since no emails were sent or received since the last backup. |
| Microsoft Graph API leveraged by our product only allows a Group/Team to have up to 200 plans. Therefore, the new plans cannot be created during the restore if the number of plans in the destination Group/Team has reached 200. | Error | In a Microsoft 365 Group or Team, you can have a maximum of 200 plans. |
| This Group ID does not exist in your Microsoft 365 tenant. This Group may have been deleted from Microsoft 365 and restored from backup data. Since a new Group is created during the restore, the Group ID has changed and needs to be re-scanned by AvePoint Online Services to update the registration information. | Error | If you restored this group after it has been deleted from Microsoft 365, this restore job would create a new Group. The Group ID is different. You must rescan the objects in AvePoint Online Services to update the group ID in its registration information. |
| The account used to scan and register this Microsoft 365 Group must have an Exchange Online product license assigned. | Error | Microsoft API requires an Exchange Online license in Microsoft 365.Assign an Exchange Online license to the Microsoft 365 account that has been used for Auto Discovery. |
| "{0}" displays the name of the private group or team. AvePoint Cloud Backup must use an existing user with an Exchange Online license to access the private group or team. Therefore, to protect this group or team, add an owner or member into this private group or team and make sure the owner or member has a proper Exchange Online license. | Error | {0} displays the name of the private group or team. AvePoint Cloud Backup must use an existing user to access the private group or team. Therefore, to protect this group or team, add an owner or member into this private group or team and ensure the owner or member has a proper Exchange Online license. |
| This Microsoft 365 Group has been deleted from Microsoft 365. You can either select the entire group to run the restore, or manually create the group in Microsoft 365 and then run the restore again to restore the selected content. | Error | This job report comment will appear if the Microsoft 365 Group has been deleted and you selected the objects within this Microsoft 365 Group rather than the group itself to restore. |
| A mailbox using the same name as the group "{0}" already exists in the destination. | Error | The email address of this Microsoft 365 Group has been used by another user, security group, or distribution list. You can create a new Microsoft 365 Group with a different name as the destination of an out of place restore, or you can select another Microsoft 365 Group as the destination. |
| Not all items in this folder are backed up successfully. Error: {0} | Error | Failed to synchronize all items in this folder. This may be due to an unstable network or busy Exchange Server. |
| You have exceeded the available concurrent connections for your account. Try again once your other requests have completed. | Error | Exchange Online Server is busy, or the network is unstable.The next backup job will automatically include objects with errors. If these objects still fail to be backed up, contact AvePoint Support. |
| The server cannot service this request right now. Try again later. | Error | Exchange Online Server is busy, or the network is unstable.The next backup job will automatically include objects with errors. If these objects still fail to be backed up, contact AvePoint Support. |
| Too many concurrent connections opened. Cannot open mailbox. | Error | Exchange Online Server is busy, or the network is unstable.The next backup job will automatically include objects with errors. If these objects still fail to be backed up, contact AvePoint Support. |
Common
| Job Report Comment | Status | Causes and Solutions |
|---|---|---|
| Cannot find the service account "{0}" in AvePoint Online Services. To synchronize new service accounts, either run a one-time scan job in Auto Discovery or wait a scheduled scan job to complete. | Error | You may get this message when a synchronization issue occurred.Run the scan job in Auto Discovery to fix the synchronization issue and then run the backup job again. |
| The service account "{0}" or account pool user used for running job does not have Project Online license in Microsoft 365. | Error | Assign the Project Online license to the user who is used to back up the Project Online site collections in Microsoft 365. |
| The specified mailbox may be expired. | Error | Check if the specific mailbox has a license. |
| Cannot find the mailbox for this email address. The mailbox may have been deleted, or this account may not have a mailbox associated. Please check if the Auto Discovery profile has been enabled to remove the objects that were deleted in Microsoft 365. | Error | Check if the specific mailbox still exists in Microsoft 365 or if the user has a mailbox associated. |
| The mailbox is temporarily unavailable. The mailbox database may be offline, corrupt, shutting down, or exhibiting other conditions. | Error | You can try to access the mailbox first. If the mailbox cannot be accessed, contact Microsoft Support; if the mailbox can be accessed, wait for the next backup job to automatically include this mailbox for backup. |
| Cannot back up the specified data from Exchange Online server. The server is busy now. | Error | This may be due to a throttling issue. You can wait for the next backup job to back up this mailbox. |
| Cannot connect to the Exchange Online server. The network connection is not stable, or the credentials used to scan the mailboxes are incorrect. | Error | Check the network connection and the credentials of the user who is used to scan the mailbox. |
| The Microsoft 365 user credentials specified for scanning mailboxes cannot be used to connect the Exchange Online server. The user may not have a mailbox. | Error | Check if the user who is used to scan the mailboxes has a mailbox associated. |
| Cannot connect to the mailbox. The Microsoft 365 account does not have permission to access the mailbox. | Error | Check if the user who is used to scan the mailbox has permission or not. |
| Cannot connect to the device due to network issues. | Error | Check your device and the storage configurations, especially when your device is FTP/SFTP |
| There is no data in the backup scope to protect. You can navigate to the Auto Discovery interface in the AvePoint Online Services portal to review your rules and include additional objects. | Error | |
| Cannot find the service account for the destination node. Please configure a service account in AvePoint Online Services and then try again. | Error | The service account may have been deleted from AvePoint Online Services. Navigate to the AvePoint Online Services interface to configure the service account and run the Auto Discovery job to scan the object into the system. |
| Cannot find the service account for the source node. Please configure a service account in AvePoint Online Services, and then try again. | Error | The service account may have been deleted from AvePoint Online Services. Navigate to the AvePoint Online Services interface to configure the service account and run the Auto Discovery job to scan the object into the system. |
| Cannot find a service account or an app profile for this mailbox. Please navigate to AvePoint Online Services to configure an account or profile with access to this mailbox. | Error | Navigate to the AvePoint Online Services interface to configure a service account or an app profile with the account that has access to the mailbox. |
| There is no available service account, app profile, or account pool for this Microsoft 365 tenant in AvePoint Online Services. Please configure a service account or an app profile with required permissions in AvePoint Online Services, and then try again. | Error | Navigate to the AvePoint Online Services interface to configure a service account or an app profile with required permissions to this tenant, and then retry the backup. |
| The device currently being used has no free space. | Error | You can expand your device storage space or adjust the retention time for the data in your storage. |
| The custom storage location is not available. Check your storage configurations and status. | Error | The custom device's credentials may be incorrect, or you changed the device location. |
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