Error Handling Guideline Document
2023 May
ver.2.0.0
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Overview
There are four types of activities that we’ve provided, including backup, restore, migrate, and
download.
1. Backup refers to the process of making a copy of data (in this case, a mailbox and other
related product such as contact, calendar, task, SharePoint, shared drive, OneDrive,
google drive, groups & teams, and private chat) from the mail server to our portal.
2. Restore is the process of copying backed up data to its original location. Restore has a
contradictive way with backup.
3. Migrate process is similar to restoration with a larger scope. Please note that migrate
only available for mailbox product.
4. Download means a process of transferring data to the local workstation.
Each activity runs and may take a different time to finish depending on how much data size.
The result is varied and not always success. Sometimes system finds errors, and it need
different ways to fix. For some type of errors, it can be fixed by both partner and customer
users.
In general, we divide errors by account type:
- Single account level
- Organization/tenant level.
This error handling guideline document aims to explain what kind of errors and how to handle
them.
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Type of Errors
SINGLE ACCOUNT
Below listed some possible errors for single account relate to activity and product type:
BACKUP RESTORE DOWNLOAD MIGRATE
EMAIL Backup Error, Restore Error, Download Error, Migrate Error,
Connection Error, Connection Error, Failed Connection Error,
Authentication Error Authentication Error, Authentication Error,
Failed Failed
DRIVES Backup Error, Restore Error, Download Error -
Authentication Error Authentication Error,
Failed
CONTACT Backup Error, Restore Error, Download Error -
Connection Error, Connection Error,
Authentication Error Authentication Error,
Failed
CALENDAR Backup Error, Restore Error, Download Error -
Connection Error, Connection Error,
Authentication Error Authentication Error,
Failed
TASK Backup Error, Restore Error, Download Error -
Connection Error, Connection Error,
Authentication Error Authentication Error,
Failed
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BACKUP RESTORE DOWNLOAD MIGRATE
SHAREPOINT Backup Error, Restore Error, Download Error -
Authentication Error Authentication Error,
Failed
SHARED Backup Error, Restore Error, Download Error -
DRIVE Authentication Error Authentication Error,
Failed
GROUPS & Backup Error, Restore Error, Download Error -
TEAMS Authentication Error Authentication Error,
Failed
PRIVATE CHAT Backup Error, - Failed -
Authentication Error
ORGANIZATION/TENANT
Below listed some possible errors for organization/tenant level:
- Device Auth Error
- Credential Error
- Permission Error
- Invalid Delegated Refresh Token
- App Password Error
- Customer Tenant Application
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Error Handling
SINGLE ACCOUNT
As a partner user, you can monitor all your customer/end-user single account’s error status
by accessing the Support menu on your portal.
1. Login to the Partner Portal.
2. Click the Support menu on the left navigation bar.
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BACKUP ERROR
Backup error might be caused by code or unknown error.
If your clients got this backup error, we suggest you to raise a support ticket so our team can
check and handle it as soon as possible.
AUTHENTICATION ERROR
Several reasons might cause authentication error:
- Invalid account credential
- Expired Azure AD SSO token
- Google credentials error
If your clients got the authentication error, contact them to fix it by following these steps:
Option 1
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Edit button.
3. Input the correct password, then click the Update button.
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Option 2
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Re-Authenticate button.
3. System shows Microsoft or Google landing page.
a. Choose a Microsoft account, then finish the setting.
b. Choose a Gmail account, then finish the setting.
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CONNECTION ERROR
Connection error occurs when IMAP settings are invalid.
If your clients got connection error, contact them to fix this by following these steps:
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credential tab, then click the Edit button.
3. Activate the Advanced Settings toggle button.
4. Submit new settings on Security, Port, and Host, then click the Update button.
RESTORE ERROR
Restore error might be caused by code or unknown error.
If your clients got this restore error, contact them to fix it by cancelling or retrying restore.
Make sure the user role has accessibility.
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FAILED
Failed status might be caused by:
- System that failed to restore connection after 25 times.
- Restore storage destination is full or deleted.
- System that failed to convert file when user performs a download.
- Migrate storage destination is full
If your clients got this failed status, contact them to fix it by following these steps:
1. Click the System Status menu, then click Restores or Migrates.
2. You can choose to cancel or retry the process.
a. If you want to cancel the process, click the 3 dots ellipsis button on the right
side, then click Cancel button. Please continue to step 3.
b. If you want to retry, click the 3 dots ellipsis button, then click Retry.
3. System shows a popup confirmation, then click the Yes, Continue button.
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DOWNLOAD ERROR
Download error might be caused by code or unknown error.
If your clients got this download error, contact them to fix it by cancelling download. Make
sure the user role has accessibility.
MIGRATE ERROR
Migrate error might be caused by code or unknown error.
If your clients got this migrate error, we suggest you raise a support ticket so our team can
check and handle it as soon as possible.
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ORGANIZATION/TENANT
As a partner user, you can monitor each of your customer/end-user’s organization/tenant
error status by accessing the Credentials tab at the user details page.
To get to the User details page, follow these steps:
1. Login to the Partner Portal.
2. Click the Organizations menu on the left navigation bar.
3. Select the organization that had an error (marked with red), click the kebab/3 dots
button, then click Go to Credential Page button.
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DEVICE AUTH ERROR
Device auth error might be caused by:
1. Device Authorization Error
In the device authorization process, there is a device code that gives device
permission to access Microsoft 365. The device code could be deleted or expired
in the Microsoft 365 server. If those conditions happened, please re-authorize
device.
2. Global Admin Revoked
The Global Admin permission might be revoked in Microsoft 365 server. If this
happens, re-authenticate the Global Admin in Credential Setting to grant the
permission back.
3. Global Admin Deleted
The Global Admin might be deleted in Microsoft 365 server. If this happens,
create a new Global Admin in Credential Setting.
If your clients got the device auth error, contact them to fix it by following these steps:
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Re-Authenticate button.
3. System shows Microsoft landing page.
4. Login using a correct backup global admin email and password, then finish the
settings. This backup global admin is different with global M365 admin. Backup global
admin email and password are created by the system previously when you did a device
authorization at the 1st step.
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Note: If you forget the password, click the Reset Password link.
CREDENTIAL ERROR
Credential error occurs when IMAP there is password change.
If your clients got the credential error, contact them to fix it by following these steps:
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Edit button.
3. Input the correct Hosted Exchange password, then click the Update button.
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PERMISSION ERROR
Several reasons might cause permission error:
- Azure’s permission is deleted
- Azure’s permission is revoked
If your clients got the permission error, you can both fix it by yourself or contact them to fix
it by themselves:
Option 1
If you want to fix permission error by yourself, follow these steps:
1. Click the Organizations menu on left navigation bar.
2. Select the organization that had an error (marked with red), click the kebab/3 dots
button, then click Go to Credential Page button.
3. Click the Reauthenticate button.
4. Choose a Microsoft global admin account, then finish the setting.
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Option 2
If permission error will be fixed by your end-users, contact them to follow these steps:
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Re-Authenticate button.
3. System shows Microsoft landing page.
4. Choose a Microsoft global admin account, then finish the setting.
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INVALID DELEGATED REFRESH TOKEN
Invalid delegated refresh token occurs at the last part of device auth flow.
If your clients got the invalid delegated refresh token, contact them to fix it by following
these steps:
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Re-Authenticate button.
3. System shows Microsoft landing page.
4. Login using a correct backup global admin email and password, then finish the
settings. This backup global admin is different with global M365 admin. Backup global
admin email and password are created by the system previously when you did a device
authorization at the 1st step.
Note: If you forget the password, click the Reset Password link.
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APP PASSWORD ERROR
App password error relates to the error in MFA settings while backup M365 product.
If your clients got the app password error, contact them to fix it by changing the
authentication method to device auth instead of MFA. Please follow these steps:
1. Go to the User tab on the top right side, then click the Account Settings menu.
2. Choose the Credentials tab, then click the Re-Authenticate button.
3. System shows a confirmation popup to enable device auth, then click Yes, Continue
button.
4. System redirects you to the Device Auth page, then finish the settings.
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Document Version History
No Document Published Date Descriptions
Version
1 1.0.0 June 2021 First version
2 1.1.0 January 2022 - Add 2 new error types on the
organization/tenant level
- Update some sections by adding
screenshots
3 2.0.0 May 2023 - Add a new product type: private chat
- Add a new error type on the
organization/tenant level: Customer
Tenant Account
- Update screenshots
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