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SSI Synchronization Errors

 

 

[ This article is work-in-progress ]

 

 

Synchronization error is a case, when synchronization becomes completely non-functional and no records can be synchronized.

Important

Do not confuse synchronization error and synchronization issue, when only specific records can not be synchronized

 

Synchronization errors examples

Synchronization error due to authentication issue on the Microsoft Exchange side:

 

Synchronization error due to issues on the SAP Cloud for Customer side:

 

 

Known synchronization errors

Source

Message

Solution

ExchangeConnector

Authentication error

Synchronization was disabled due to restricted access to your mailbox.
Probably your e-mail password was changed

Here are two easy steps to make it work again:

  • Open SAP Cloud for Customer > E-Mail Integration > Sync Settings > E-Mail Configuration

  • Enter your new password and click the Save button

ExchangeConnector

Authentication error – OAuthRefreshToken might have expired

In order to re-enable the synchronization, go to SAP Cloud for Customer > E-Mail Integration > Sync Settings > E-Mail Configuration and update your Exchange authorization settings, and then re-enable the synchronization on the main page

Synchronization engine

A limit on the number of snapshot records is exceeded (10000/10040/0)

The number of synced records exceeded the allowed limit. If the total amount of synchronized records exceeds the default 10000 records, the user may receive a such error message

To resolve it, a user should adjust synchronization filters to reduce the number of synchronized records

ExchangeConnector

Unexpected Exchange error

The request failed. The remote server returned an error: (404) Not Found – EWS URL – incorrect; use is not present

The remote server returned an error: (403) – (additional investigation is needed) in case if it is not O365, then collect more information by https://testconnectivity.microsoft.com

The XML document ended unexpectedly – additional investigation is needed

Organization "AUSPR01A001.PROD.OUTLOOK.COM/Microsoft Exchange Hosted Organizations/1111.onmicrosoft.com - AUSPR01A001.PROD.OUTLOOK.COM/ConfigurationUnits/1111.onmicrosoft.com/Configuration" is marked for removal – inform the customer about Microsoft disabling users Org, yet user e-mail can be inactive as well

Unsupported property field URI type – check "Server: Kerio Connect 9.0.3" in the Exch datadump – inform the user that our product does not compatible with "Kerio Connect"

C4CC Connector

Remote server returned an error: (500) Internal server error

Requires investigation on the SAP Cloud for Customer side