# Troubleshooting

Tip

**Encountered an error that is not listed here?**

Don’t hesitate to [reach out to us](https://support.zivver.com/s/contactsupport?language=en_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](https://portal.azure.com/#home).
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](https://portal.azure.com/#home).
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](https://app.zivver.com/admin/api-keys).
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](https://app.zivver.com/admin/accounts) 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](https://docs.zivver.com/en/admin/cloudsync/setup.html) for instructions on how to assign the correct permissions.
2. Refer to [04. Frequently asked questions](https://docs.zivver.com/en/admin/cloudsync/faq.html) 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](https://app.zivver.com/organization/accounts) 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](https://app.zivver.com/organization/domains).
2. [Adopt free accounts](https://docs.zivver.com/en/admin/webapp/references/adopt-accounts.html).

**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](https://app.zivver.com/organization/domains).
2. [Claim the domain](https://docs.zivver.com/en/admin/webapp/references/how-to-claim-a-domain.html).

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

Refer to [this article](https://docs.zivver.com/en/admin/synctool-troubleshooting/alias-error-after-sync.html).

## 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](https://learn.microsoft.com/en-us/graph/auth-limit-mailbox-access).

**Steps to resolve**:

1. Refer to [Prerequisites and setup](https://docs.zivver.com/en/admin/cloudsync/setup.html) 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](https://docs.zivver.com/en/admin/cloudsync/setup.html) 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 unintended large-scale changes.

**Steps to resolve**:

1. In the Azure Portal, navigate to the _ZivverCloudSync_ Automation Account.
2. Navigate to **Runbooks**.
3. Open the _ZivverCloudSyncLoader_ runbook.
4. Click **Start**.
5. In the parameters, submit the parameter `allow_large_sync`.
6. Click **OK**.

Updated on 2026-06-18