Carbonite Backup for M365 Troubleshooting
Subscription type: only trial version selectable
Error pattern:
During the invitation process for a new tenant, you only have the option of selecting a trial version as a subscription type in the drop-down menu.
Recommended action:
Please inform us of this by sending a short email to "support@terracloud.de".
Discrepancy in memory usage report
Error pattern:
A report shows a different value or even "0 GB" for the "protected capacity".
Recommended action:
The values for the storage usage took up to 24 hours to update.
If you can rule this out as the cause, the app profile will probably need to be re-authorized.
You can find instructions for this here.
Backup status: No updates for backup
Error image:
If this error message occurs, the backup for the corresponding object type could not be initiated successfully.
Recommended action:
If the status does not change after the next backup, please send a short email to "support@terracloud.de"
with the job ID and the name of the affected tenant.
The user does not have the license
Error image:
The service account <<User>> or the service account pool user used for the current job
does not have a Project Online license in Microsoft 365.
Recommended action:
Assign the Project Online license to the user used to back up the Project Online site collections in Microsoft 365.
Service account could not be found […]
Error image:
The service account <<User>> in Carbonite Backup for Microsoft 365 Admin cannot be found.
To synchronize new service accounts, either run a one-time scan job in the auto discovery
or wait for a scheduled scan job to complete.
Recommended action:
If the synchronization of the service account fails, you can select the checkbox of the scan profile in the Customer Portal under "Auto Discovery" or "Scan profiles"
and repeat the process manually using the "Scan now" function.
Error 500
Error image:
After you have invited a new customer and want to "start the services", you will receive the error code 500 in your browser.
Recommended action:
The error message occurs if the connection to the tenant could not be established successfully initially.
Please switch to the Customer Portal and reconnect the tenant. Instructions can be found under the link.
You should then be able to continue with the setup.
There is no service account or application profile
Error image:
In Carbonite Backup for Microsoft 365 Admin, there is no available service account or app profile for this Microsoft 365 account.
Please configure a service account or app profile with the required permissions and then try again.
Recommended action:
In the Customer Portal in App Management, create a service account or app profile with the required permissions for this tenant.
Then start the backup again or wait for the next automatic backup attempt.
There is a monthly limit on the amount of content that can be exported. […]
Error pattern:
The monthly export limit for "Carbonite Backup for M365" is 100 GB by default and has been exceeded.
Recommended action:
If you would like to export a larger amount of data, send us a short email to "support@terracloud.de",
with the relevant tenant and the tenant owner so that we can arrange a temporary increase in the limit.
Error extracting exported data
Error pattern:
If you have exported a large amount of data and the resulting .zip file cannot be extracted,
this may be related to the Windows limitation for the extraction path.
Recommended action:
Open a CMD or PowerShell console and execute the following commands:
cd *Source path*
-xf *Exported .zip folder*
Alternatively, you can use third-party software to unpack the files.
Impersonation account in scan profile has no product license
Error pattern:
Example: Exchange public folders: The identity change account in the scan profile does not have a product license for Exchange Online in Microsoft 365.
Recommended action:
Please ensure that the global administrator has been assigned an Exchange Online license.
If there are no public folders or they are not to be backed up,
the object type "Public folders" can be excluded from the scan profile.
To do this, edit the scan and deselect the object type. A scan must then be carried out.
No progress in performing the backup
Error pattern:
If the progress indicator (%) of a job in the Endpoint Portal overview does not change for a long time,
the job has probably froze.
Recommended action:
In this case, please send us a short email to "support@terracloud.de" with the job ID and the name of the affected tenant,
so that we can resolve the error.
Insufficient app permissions. Please reauthorize the app in the Carbonite Cloud Backup admin interface.[…]
Error image:
If a scan fails with this error message, this can be due to, for example, changed authorization requirements.
Recommended action:
Please authorize the app profile again. Instructions for this can be found here.
Select an available tenant to continue.
Error pattern:
You want to create a new app profile for a customer and receive the message "Select an available tenant to continue.",
as soon as you have entered the corresponding tenant in the field provided.
Recommended action:
The error message occurs if the connection to the tenant could not be established successfully initially.
Please switch to the Customer Portal and reconnect the tenant as described in the linked instructions.
You can then continue with the setup.
Access denied. You do not have permission to perform this action.
Error image:
Access denied. You do not have permission to perform this action or access this resource.
Recommended action:
Add the service account you configured or the group used in the account pool to the Site Administrators group.
Error pattern:
This error pattern can occur during the backup of various object types, such as SharePoint Online, Project,
One Drive or Microsoft 365 groups, if the URL of the SharePoint Online Admin Center cannot be retrieved successfully.
Recommended action:
If you can access the SharePoint Online Admin Center without any problems, this error is in most cases
due to an incorrect URL being specified during job configuration.
You can edit the URL in the Customer Portal by clicking on the tenant's name under the Tenant tab and then Tenant Management.
Please make sure that you have only entered the root URL without any subdirectories. (See example below)
https://*Tenant*-admin.sharepoint.com/