Tip

Encountered an error that is not listed here?
Don’t hesitate to reach out to us if the error you encounter is not listed on this page.

The sync was not executed because the perform_sync parameter was not set or the email report says that Cloud Sync ran in Preview Mode

Cause:

Cloud Sync is still in Preview Mode, which means that no accounts will be synchronized to Zivver. If the proposed changes look correct, you can configure Cloud Sync to apply them.

Steps to resolve automated synchronizations:

1. Log in to portal.azure.com.
2. Type ZivverCloudSync in the top search bar and click the Automation Account.
3. Type Runbooks in the left search bar and click this menu item.
4. Open the runbook ZivverCloudSyncLoader.
5. Search for Schedules and open the ZivverCloudSyncSchedule.
6. Verify that the schedule has the parameter perform_sync.
7. If this parameter is not present, click Unlink.
8. Click Link a schedule.
9. Select the schedule and add the parameter perform_sync.

An error occurred while attempting to fetch SCIM Groups [401 Unauthorized]

Cause:

This means that Cloud Sync cannot connect to Zivver with the provided API key.

Steps to resolve:

1. Log in to portal.azure.com.
2. Type ZivverCloudSync in the top search bar and click the Automation Account.
3. Type Variables in the left search bar and click this menu item.
4. Open the variable CLOUD_SYNC__ZIVVER_API_KEY.
5. Click Edit value.
6. Paste a valid API key.
7. Click Save.

Skipping account example@domain.com because it is a group in one system and a user mailbox in the other

Cause:

Cloud Sync skips this account from synchronization because there is a mismatch between the account type in Exchange Online and the account type in Zivver. An Exchange Online UserMailbox should correspond to a Zivver User account. An Exchange Online SharedMailbox should correspond to a Functional account in Zivver. You do not need to resolve this warning if there is a valid reason for the mismatch (e.g., legacy configuration).

Steps to resolve:

1. Go to the Zivver accounts page as an administrator.
2. Find the account mentioned in the warning log and click Manage.
3. Change the account type.

Warning

Functional accounts cannot log in
If you change the account type from user to functional in Zivver (equivalent to a shared mailbox in Exchange Online), it will no longer be possible to log in directly to this account. User accounts with delegate access to this account can still read the messages.

Failed to get EXO Mailboxes: The V1AppOnly token doesn’t contain the permissions required by the target API

Cause:

This means that the Managed Identity corresponding to the Automation Account does not have the required permissions.

Steps to resolve:

1. Refer to 02. Prerequisites and setup for instructions on how to assign the correct permissions.
2. Refer to 04. Frequently asked questions for instructions on how to check the permissions in the Azure portal.

Failed to create user: Account is outside the organization

Cause 1:

This could mean that this email address already exists outside your Zivver organization. If this is the case, you will not find the account on the Accounts page when you search for the email address. If you do find the account, go to Cause 2 below.

Steps to resolve:

1. Go to the Domains page.
2. Adopt free accounts.

Cause 2:

This could mean that this email address belongs to a domain that is not claimed by your organization.

Steps to resolve:

1. Go to the Domains page.
2. Claim the domain.

Failed to update user. Error creating alias: Alias is a guest

Refer to this article.

Account not found in SCIM IDs. Cannot update it.

Cause:

This means that Cloud Sync cannot perform any action on this account because it could not create the account earlier in the flow.

Steps to resolve:

1. Search for other warnings or errors in the log file related to this account.
2. Resolve the corresponding errors.

Failed to send email. Blocked by tenant configured AppOnly AccessPolicy Setting

Cause:

This means that the sender mailbox of the email report is not allowed to send email because of the permission policy.

Steps to resolve:

1. Refer to Prerequisites and setup for instructions on how to set up a policy for the email report. Ensure that the sender mail address matches the mail address in the CLOUD_SYNC__EMAIL_REPORT_SENDER variable.

Warning

Effectiveness of the new policy may take more than 1 hour
It may take more than 1 hour for the new policy to apply to the ability to send email from Cloud Sync.

Failed to send email. Blocked by tenant configured AppOnly AccessPolicy Setting

Cause:

This means that the Mail.Send Graph API permissions are not properly set up for the Managed Identity.

Steps to resolve:

1. Refer to Prerequisites and setup for instructions on how to set up Mail.Send Graph API permissions.
2. View the currently assigned API permissions by navigating in the Azure Portal to Enterprise Applications. Here, filter on Managed Identities, select ZivverCloudSync, and check if the Mail.Send permission appears under Permissions.

No email report will be sent out. CLOUD_SYNC__EMAIL_REPORT_SENDER or CLOUD_SYNC__EMAIL_REPORT_RECIPIENTS variables were not set

Cause:

This means that the email report was not sent because the sender and/or recipients were not properly specified.

Steps to resolve:

1. In the Azure Portal, navigate to the ZivverCloudSync Automation Account.
2. Navigate to Variables.
3. Check that the CLOUD_SYNC__EMAIL_REPORT_SENDER and CLOUD_SYNC__EMAIL_REPORT_RECIPIENTS variables exist and that each contains at least one email address.

Cloud Sync was halted due to large amount of changes threshold exceeded

Cause:

This means that the sync was not executed because more than 10% of accounts were to be created, updated, or suspended. The 10% threshold acts as a failsafe mechanism to prevent a misconfigured sync from unintentionally changing or deactivating a large part of your organization. This behavior is intentional and does not indicate a problem with Cloud Sync.

This can happen, for example, after a reorganization, when many mailboxes are added, removed, or renamed in Exchange Online at the same time.

Steps to resolve:

1. Check that the large number of changes is expected. Review the email report or the logs of the run to see which accounts would be changed. If the changes are not expected, first correct the configuration or the source data, such as the Source Filter or the mailboxes in Exchange Online.
2. In the Azure Portal, navigate to the ZivverCloudSync Automation Account.
3. Navigate to Runbooks.
4. Open the ZivverCloudSyncLoader runbook.
5. Click Start.
6. In the parameters, submit the parameter allow_large_sync.
7. Click OK.

Info

The parameter applies to one run only
The allow_large_sync parameter only bypasses the threshold for the run in which you submit it. Later runs without this parameter apply the 10% threshold again.

A change made in the Zivver admin portal disappears after the next sync

Cause:

For accounts that are managed by Cloud Sync, Cloud Sync is authoritative for the synchronized attributes, including delegated Full Access permissions. Each run reads the current state from Exchange Online and Entra ID and applies it to Zivver. A change that you make only in the Zivver admin portal, such as adding or removing a delegate, is therefore reverted by the next sync without a warning.

Steps to resolve:

1. Make the change in the source system instead of in the Zivver admin portal. For delegated access, change the Full Access permission on the mailbox in Exchange Online, or the group membership in Entra ID if you use indirect group delegations.
2. Wait for the next scheduled sync, or start the ZivverCloudSyncLoader runbook manually, so that Cloud Sync applies the change to Zivver.
3. Check in the Zivver admin portal that the change is applied.

Tip

Settings that Cloud Sync does not manage
Cloud Sync does not overwrite settings it cannot manage, such as the account type, the time zone, or the language. For an overview, refer to Functionalities and limitations.