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Microsoft 365 issues
Updated over a week ago

Issue: Insufficient permissions to backup web files

After you start the backup of OneDrive data, you might encounter a backup failed error for OneDrive. In the Last Backup Status report, it displays the following error details:

Internal Error!! Please see logs for details.
This is an excerpt from the logs for this error:Error <type 'exceptions.Exception'>:Could not download file. resourceid 01QIIFEDEHMKO3JE4HTJGY6424GT5QYRXO, path -, name -, user, error Error getting response. Server response - Unauthorized Access. Response Code:401 Text:{"error":{"code":"-2147024891, System.UnauthorizedAccessException","message":"Access denied. You do not have permission to perform this action or access this resource."}}.


inSync displays this error due to insufficient permissions while accessing the following file types: .

aspx, .master, .xap, .swf, .jar, .asmx, .ascx, .xsf, 




Exclude the above mentioned file types from getting backed up so that inSync does not try to back up the these file types. To exclude the files types:

  1. On the inSync Management Console menu bar, click Profiles.

  2. Click the profile that is configured with cloud apps.

  3. Under the SaaS Apps tab, click Edit. The Edit Profile window appears.

  4. Under Microsoft 365 tab, in the Exclude Files box, enter the following: *.aspx;*.master;*.xap;*.swf;*.jar;*.asmx;*.ascx;*.xsf;*.

edits cloud app config_rebranding.png
  1. Click Save.

Issue: OneDrive/Exchange Online backup failing for users

OneDrive/Exchange Online backups failing for users after 10 days of account configuration. When backups fail, the administrator receives an email with the subject "Cloud App status alert" with the following message:

Microsoft 365 is not connected. Please re-configure Microsoft 365.


While creating an account for global administrators on Microsoft 365, the StsRefreshTokensValidFrom attribute was not set by the APIs of the third party SSO tool.


  1. Install Azure module using link:

    1. Download the Microsoft Online Services Sign-In Assistant for IT Professionals RTW from the Microsoft Download Center and then install it.

    2. Download the Azure Active Directory Module for Windows PowerShell (64-bit version) installer package and then click Run to run it.

  2. Connect to Azure AD:
    Run the

    cmdlet connect-msolservice

    command on the Windows PowerShell command prompt. You will then be prompted for your credentials. Enter your Azure AD (Global admin) credentials.

  3. Get StsRefreshTokensValidFrom attribute value of the global admin using the following command:

    $user = Get-MsolUser -UserPrincipalName 


    Ernie Carter

    is the global admin who is configuring the Microsoft 365 app

  4. The following command will set current time as the value of StsRefreshTokensValidFrom attribute for the global admin. Steps to set this value:

    $dt = Get-Date
        Set-MsolUser -UserPrincipalName  -StsRefreshTokensValidFrom 
  5. Run step 3 again. This time you should see the current time (set in step 4). This is a verification step.

  6. Re-configure inSync with Microsoft 365 using the steps mentioned in the Reconfigure Microsoft 365.

Issue: OneDrive backup failing for users

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:



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.


  1. 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.

  2. Reconfigure your Microsoft 365 after disabling the conditional access. To reconfigure your Microsoft 365 see Reconfigure Microsoft 365.

Issue: Cloud app is in 'Not connected' state even after configuring the cloud app


If no backups are performed for a certain time period then the configuration settings for SaaS Apps will expire. The expiry time is based on the cloud app's OAuth model.

  • Microsoft 365: 14 days


To resolve this issue, the inSync Cloud administrator must reconfigure inSync to integrate with Microsoft 365 cloud app.

Issue: Cannot find user details

After you start the backup of SaaS Apps data, you might encounter a backup failed error for SaaS Apps in the Last Backup Status Report. The report displays the following error details:

Cannot find the user's details. Please verify that the user exists.


The user does not have a SaaS Apps account.


Ensure that the user has a valid SaaS Apps account, and then proceed towards backing up the user's Microsoft 365 Cloud App data.

Issue: Insufficient permissions to access user details

After you start the backup of SaaS Apps data, you might encounter a backup failed error for SaaS Apps in the Failed Backups Report. The report displays the following error details:

inSync does not have permissions to access the user's details.


You do not have permissions to access the profile of the SaaS Apps user, and so you cannot access the user's backup details.


To access the user's backup details, ensure that you have access to the profile that is associated with the user.

Issue: Microsoft 365 backups fail after multi-factor authentication is enabled for a global admin account

To resolve this issue, see Knowledge Base.

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