Below are the scenarios where the users can be marked as EUSERNOTFOUND. Please follow the resolution steps to mitigate the issue.
Scenario 1:
Gmail and GDrive backup fails with error EUSERNOTFOUND
Problem Statement:
Gmail and GDrive is not backing up with error message ‘EUSERNOTFOUND’
Cause:
The ‘Cloud App Settings’ is set to use UPN.
Google Workspace does not support UPN and works on email id.
Resolution:
Go to the Google Workspace Overview Page
Click on the 3 dots on the right corner>Settings
Change the 'Cloud App Settings' to 'inSync Email ID'.
Scenario 2:
OneDrive backup failure after Updating user name in Microsoft 365
Problem description
When the users are provisioned manually to inSync, OneDrive backup fails after updating users name in Microsoft 365.
Cause
Updating users first name or last name in Microsoft 365 may update the users UserPrincipalName attribute.
OneDrive backups relies on UserPrincialName attribute for backups.
Traceback
📝 Note
OneDrive Error in fetching user details. User user@domain.com Error __get_my_site_endpoint: Error in getting MySite details while requesting URL https://graph.microsoft.com/v1.0/users/user@domain.com ?$select=mySite User: user@domain.com Error: Unable to read file. Permission Denied Response Code: 404 Text:{"error":{"code":"ResourceNotFound","message":"User not found",} (#100000046)
Resolution
The issue is resolved by updating the correct UserPrincialName (Email id in Druva) for the user on Druva console. Please follow the below steps to update the users email address.
Procedure
To update the email address of a user,
On the inSync Management Console menu bar, click Users.
Click on a Name to view that user's details.
Under the Details tab, in the Summary area, click Edit.
On the Edit User window, update the Email address and the Name of the user as per your requirement.
Click Save.
Scenario 3:
inSync fails to recognize users on OneDrive
Problem description
User account verification of OneDrive users under cloud apps fails with a
eusernotfound
error. However, the same user account verification succeeds on Exchange Online.
Cause
User authentication of OneDrive users fails when inSync does not have the Use Remote Interfaces permission on the SharePoint Online root site.
Traceback
The following traceback is found in the logs.
📝 Note
[2018-02-14 0828:33,945] [ERROR] Error in fetching user details. User druva.testi@druva-support.com Error User properties not found for user druva.testi@druva-support.com request https://druva-support.sharepoint.com...va-support.com ' error:Unable to read file. Permission Denied Response Code: 403 Text:{"odata.error":{"code":"-2147024891, System.UnauthorizedAccessException","message":{"lang":"fi-FI","value":"K\u00e4ytt\u00f6 …. … resource k\u00e4ytt\u00e4miseen."}}} (#100000046)
[2018-02-14 08:28:33,948] [ERROR] Error <class 'inSyncLib.inSyncError.SyncError'>:Requested user does not exist. (#100000087). Traceback -Traceback (most recent call last):
Before you begin
Enable Cloud Apps and configure O365.
Adhere to all the requirements mentioned in the Prerequisites to back up Cloud Apps data section.
Resolution
Assign the Use Remote Interfaces permission to the SharePoint Online root site to enable inSync backups.
For more information on the permissions, see:
Scenario 4:
OneDrive backup failing for users
Problem description
OneDrive backups fail for users, but Exchange Online gets backed up successfully. When the backup for OneDrive fails, the Status Details column on the Microsoft 365 > OneDrive page displays the following error message:
EUSERNOTFOUND
Reason
inSync cannot connect to OneDrive when the Domain joined device conditional access is enabled to the Microsoft 365 global administrator even if the affected user exists in inSync.
Resolution
From the Azure AD portal, disable the Domain joined device conditional access to the global administrator’s account. For more information, refer to Microsoft 365 documentation.
Reconfigure your Microsoft 365 after disabling the conditional access. To reconfigure your Microsoft 365 see Reconfigure Microsoft 365 topic.
Scenario 5:
OneDrive backup failing for users with EAUTH error when the token has been changed for the account used for authenticating Microsoft 365 apps in Druva.
Problem description
OneDrive backups fail for users, When the backup for OneDrive fails, the Status Details column on the Microsoft 365 > OneDrive page displays the following error message: EAUTH
Reason
Insync fails to validate the refresh token. Druva Cannot connect to the Microsoft 365 tenant due to authorization failure. For more details refer to
Resolution
Reconfigure your Microsoft 365 after disabling the conditional access. To reconfigure your Microsoft 365 see Reconfigure Microsoft 365 topic.