Overview
This article describes the general issues that can affect any supported Software as a Service (SaaS) application configured for backup in Druva inSync, and explains how to resolve them. Use this article when a SaaS Apps configuration stops working or when a SaaS Apps backup fails with a user-related error.
For issues that affect a specific workload, see the workload-specific troubleshooting article listed under Related articles.
Before you begin
Confirm that you can sign in to the Druva Management Console with an administrator account.
Confirm that your administrator account has access to the profile assigned to the affected user.
Confirm that you have, or can obtain, the credentials required to reauthorize inSync against the affected SaaS application.
Note the affected user, the affected workload, and the time at which the failure occurred. You need these details if you contact Druva Support.
Issue 1: A configured SaaS application shows the Not connected status
Symptom
A SaaS application that you configured previously shows the status Not connected in the Druva Management Console. Backups for that application do not run.
Cause
inSync uses an OAuth 2.0 authorization grant to connect to the SaaS application. If no backup runs for an extended period, the authorization the SaaS provider issued to inSync becomes inactive and expires. inSync can no longer access the application, and the connection status changes to Not connected.
The period after which the authorization expires is determined by the SaaS provider, not by inSync:
SaaS application | Expiry after inactivity |
Microsoft 365 | 90 days |
Google Workspace | 180 days |
Resolution
Reconfigure inSync to integrate with the affected SaaS application. Reconfiguration reauthorizes inSync and restores the connection.
Sign in to the Druva Management Console as an inSync Cloud administrator.
Open the SaaS Apps configuration page for the affected application.
Start the reconfiguration and complete the authorization prompt from the SaaS provider using an account that has the required administrative permissions.
Confirm that the status changes to Connected.
Verification
Confirm that the SaaS application status shows Connected in the Druva Management Console.
Start a backup for an affected user and confirm that it completes successfully.
Issue 2: Backup fails with a "Cannot find the user's details" error
Symptom
After you start a SaaS Apps backup, the backup fails. The Last Backup Status Report shows the following error:
Cannot find the user's details. Please verify that user exists.
Cause
The user does not have an account in the configured SaaS application, so inSync cannot locate the mailbox or drive to back up.
Resolution
Confirm with your SaaS application administrator that the affected user has a valid, active account and an assigned license in the configured SaaS application.
If the account does not exist, create it, or remove the user from the inSync SaaS Apps backup scope.
If the account exists, confirm that the email address recorded for the user in inSync matches the address in the SaaS application.
Start the backup again for the affected user.
Verification
Start a backup for the affected user and confirm that the Last Backup Status Report no longer shows the error.
Issue 3: Backup fails with an insufficient permissions error
Symptom
After you start a SaaS Apps backup, the backup fails. The Failed Backups Report shows the following error:
inSync does not have permissions to access the user's details.
Possible causes
The permissions granted to inSync in the SaaS application do not allow it to read the affected user's profile.
Your administrator account does not have access to the inSync profile associated with the affected user, so you cannot view that user's backup details.
Resolution
Confirm that your administrator account has access to the inSync profile associated with the affected user. If it does not, ask a Cloud administrator to grant that access.
Confirm with your SaaS application administrator that the permissions granted to inSync during configuration are still present and have not been revoked or reduced.
If the permissions were changed, reconfigure the SaaS application as described in Issue 1 to grant the required permissions again.
Start the backup again for the affected user.
Verification
Start a backup for the affected user and confirm that it completes successfully and that the user's backup details are visible in the console.
If the issue continues
If the issue is not resolved, contact Druva Support and provide the following information:
The affected SaaS application and workload.
The affected user and the profile assigned to that user.
The exact error message shown in the report.
The date, time, and time zone of the failed backup.
The connection status shown for the SaaS application in the console.
A screenshot of the report entry that shows the error.