Common Warnings and Errors

    Backups

    Invalid Credentials: unable to connect the service to Salesforce
    • Reason 1: Connected the OAuth app blocked
    • Solution:
      • In Salesforce--> Setup > Apps > Connected Apps > Connected Apps OAuth Usage page.
      • Verify the "Block" button next to OwnBackup for Salesforce (Data service), or (Metadata service) is not selected.
    • Reason 2: Salesforce IP restrictions - IP Restrictions are set in Salesforce and OwnBackup Application IP addresses need to be white-listed in Salesforce.
    • Solution: Verify the relevant OwnBackup IP addresses are white-listed at the Org level and profile level of the authenticated user assigned to the service.
    • Reason 3: Custom Domain - If a custom domain is enabled and defined as the only way to login to your org at the Salesforce login screen.
    • Solution: Select the “Custom domain” option before entering the username/password to authenticate the service. Read more about Custom Domain setting in Salesforce.
    User Not Authorized / INSUFFICIENT_ACCESS: insufficient access rights on cross-reference id.
    • Reason 1: No "Modify All Data" Permission
    • Solution: Verify that the authenticated user has the “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
    • Reason 2: Sandbox Re-authentication - A Sandbox environment was refreshed recently and now the backups are failing.
    • Solution:
      • Select the Failed Sandbox Service and then the “Re-authenticate Service” option.
      • Log in with the authenticated user’s username/password. If you have a custom domain ensure you use this prior to entering the credentials.
      • Once completed a new Sandbox Service box will appear on the Backup page. 
      • If the service is not displayed on the Backup page, ensure the service is not listed under the Archived tab in OwnBackup. You may Unarchive it directly from the Archived page into active-backup status.
    Sorry, this Salesforce Org has already been taken.
    • Reason: This Salesforce Org is already connected as a service with another active OwnBackup user account.
    • Solution: If you are unable to locate the owner of this OwnBackup account or believe this message is in error, please contact Support.
    Invalid Query Locator
    • Reason: Too many threads (limit is 10) are being requested by the user at a given time.
    • Solution:
      • Dedicate an authenticated user to OwnBackup thusly avoiding other requests being used by the currently authenticated user for other Salesforce requests.
      • Consider separate dedicated authenticated users for OwnBackup Data and Metadata services on the same Salesforce Org.
      • Salesforce 'INVALID_QUERY_LOCATOR ' error article link
    • Reason: A thread request started by OwnBackup has expired in Salesforce and is no longer responding to further queries.
    • Solution: These warnings are temporary and don’t require any action and should resolve on their own
    Failed to process query: OPERATION TOO LARGE exceeded 100000 distinct ids
    • Reason: No "Modify All Data" Permission
    • Solution: Verify that the authenticated user has the “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
    Malformed_Query
    • Reason: No "Modify All Data" Permission
    • Solution: Verify that the authenticated user has the “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
    File Download Limit Reached / API Download limit reached
    • Reason: Some of the indexed files, attachments, content documents, content versions have not been downloaded to the backups.
    • Solution:
      • The default limit is set to 5,000 files per backup which can be increased to 300,000 files. See this article for more on setting limits.
      • Check API consumption in Salesforce: Setup > System Overview > API Requests. Review the Maximum amount of calls your org is allowed within 24 hours.
    API_DISABLED_FOR_ORG
    • Reason: The Salesforce org doesn’t support API access. API Access is available for Enterprise, Unlimited, Performance, and Developer edition organizations. In this scenario, the Data service will be successful in backup, but the Metadata service will fail with this error message. 
    • Solution: Contact Salesforce support if you believe your organization should have API access and you’re getting an API_DISABLED_FOR_ORG error
    • Reason: The authenticated user does not have the API feature enabled. 
    • Solution:
    REQUEST_LIMIT_EXCEEDED
    • Reason: This Salesforce error is usually returned when the API quota has been exceeded. 
    • Solution: 
      • Check API consumption in Salesforce: Setup > System Overview > API Requests. Review the Maximum amount of calls your org is allowed within 24 hours for both REST and Bulk.
      • Contact Salesforce support if you believe your organization should have sufficient API count in the timeframe of receiving this message. For more on this please read here.
    QUERY_TIMEOUT "Salesforce Error: QUERY_TIMEOUT Your query request was running for too long"
    • Reason: The object is too large to be queried via the REST API and needs to leverage the Bulk API.
    • Solution: Configure Bulk API limits via the Service Options screen.
    • Reason: If the "Unlisted Chatter Groups" is enabled and permission is not granted.
    • Solution: enable the manage unlisted groups, permission on the profile of the authenticated user.
    Bulk PK Error: Script Internal Error
    • Reason: An optimized object being queries by the Bulk API via the primary key chunking method is error and has not been backed up.
    • Solution: Contact OwnBackup Support to further investigate.
    Service Backup Failed - API is Disabled for user
    • Reason: The profile permission of the authenticated user’s profile cannot connect to the Salesforce API.
    • Solution:
    Service Backup Failed - INSUFFICIENT_ACCESS - ModifyAllData or ModifyMetadata permissions required
    • Reason: No "Modify All Data" Permission
    • Solution:
      • Verify that the authenticated user has the “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
      • Salesforce User Permission article link.
    Service Backup Failed - Connected Applications connected_applications fail Bulk batch ended with state Failed and message: InvalidBatch : Failed to process query: INSUFFICIENT_ACCESS: insufficient access rights on cross-reference id.
    • Reason: No Customize Application permission to the Authenticated User.
    • Solution:
    Unable to retrieve metadata object
    • Reason: Sometimes, the Salesforce Metadata API is unable to query certain metadata objects.
    • Solution: These warnings are temporary and don’t require any action and should resolve on its own.
    Insufficient access to the specified data category
    • Reason: In Lightning for Salesforce, data categories are used in communities. A particular category is marked as invalid.
    • Solution:
      • Log in to Salesforce > Setup
      • Go to Quick Find and search “Data Categories”. Review the Category Groups and review which categories are marked as active/inactive. 
      • Verify the data categories that are needed to be active are marked as active so the communities can be retrievable through the API and accessible through the authenticated user on the service.
    sObject not sorted by Id:
    • Reason: OwnBackup uses REST APIs to request data from Salesforce, which are sorted by the RecordId when using the Compare, Restore and Replicate tools. Certain objects are not sortable due to Salesforce limitations, therefore they are excluded in these tools. 
    • Solution:
      • The particular sObject is not sortable.
      • The object is still backed up and available in the backups.

     

    Messaging Sessions  Bulk Error: Salesforce Error
    • Reason: This is a known Salesforce issue that can be found here.
    • Solution: Enable 'Access Conversation Entries' under Administrative Permissions for the authenticated user.

    Restore, Replicate, Enhanced Sandbox Seeding, Unarchive

    Invalid Cross Reference Key
    • Reason 1: INVALID_CROSS_REFERENCE_KEY: Record Type ID: This ID value isn't valid for the user - The authenticated user does not have the correct permission to the Record Type.
    • Solution: Verify the authenticated user has the correct permission to the Record Type provided in the error.
    • Reason 2: INVALID_CROSS_REFERENCE_KEY: invalid cross reference id: - The Parent record is not included in the Replication job or permission issue(s) on the parent object or a lookup relationship is not included in the Replication job.
    • Solution: Verify the parent object is included in the replication job. Review the authenticated user has access to the parent record that is referenced within the error. If it is a lookup relationship ensure the parent object is included in the replication job
    ENTITY_IS_DELETED
    • Reason 1: This error occurs in Salesforce when at least one record references a deleted record in the destination org.
    • Solution: Check that the record does not reference to a deleted record (could also be the record’s parent) in the destination org.
    INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST:Status: bad value for restricted picklist field
    • Reason: Destination org does not have the value enabled that is selected in the source environment. This can be a common error as environments evolve over time and may change the possible pick-list values that are available to be selected upon record creation. 
    • Solution: If the object(s) have multiple record types enabled in the source environment, then the value for the record type in the destination environment must be also be enabled.

      If the object does not have a record type enabled then the pick-list value for the object In the destination environment should be enabled.

     

    'INACTIVE_OWNER_OR_USER'
    • Reason: The owner of the record in the source environment is disabled in the destination environment.  
    • Solution 1: Enable the “Set Audit Fields and Update Records with Inactive Owners “ Permission. Once this setting has been enabled, create a permission set or edit the profile of the authenticated user and give them the 'Update Records with Inactive Owners' permission. You can enable this permission by using the following Salesforce knowledge article. 
      Solution 2: Activate the record owner in the destination environment.

     

    DUPLICATES_DETECTED” or “DUPLICATE_VALUE: duplicate value found
    • Reason: Salesforce found a matching value in a unique identifier field when inserting/updating a record.  
    • Solution 1:  Delete the duplicate records in the destination.
      Solution 2:  Disable duplicate rules in your Salesforce organization - See this article.
    FIELD_CUSTOM_VALIDATION_EXCEPTION:
    • Reason: If all automations were not disabled before the Replication/Seed job was started, records being seeded don’t meet the requirements of the active automation(s) to allow seeding.
    • Solution 1: Temporarily disable automations before the job begins. Once the job completes re-enable the automations. 

      Solution 2: Modify the template or dataset of records included in the Replication/Seed job that meets the requirements of the active automations. 
      Solution 3: Update the source records to meet the requirement of the automations.


    Archiver

    Query time out: [{"message": "Your query request was running for too long.","errorCode":"QUERY_TIMEOUT”}]
    • Reason:

      The policy created has hit the Salesforce query limitations and cannot execute due to one of more reasons such as the limit is too high, the range to broad, the request is querying too many tables. This happens when the query exceeds the 120-second query time limit in Salesforce.

    • Solution: Lower the limit or decrease the number of objects being queried. Test a problematic query in Workbench to ensure it's executable within the 120 seconds.
    Too_many_failures: failures limit crossed
    • Reason:

      A query has failed to archive records due to a trigger, dependency or validation rule.

    • Solution: Disable the trigger or validation rule that is inhibiting the Policy from deleting this record. 

      If the issue is due to dependency,  Archive the referenced dependency first before you can archive this record. 

    Failed, Record is considered hot data because it was modified in the last 90 days
    • Reason:

      Hot data is considered as any data that has been modified within the last 90 days. This is a protection mechanism that can be manually reconfigured from its default "on" state.

    • Solution: Disable hot data protection through Archiver settings from the App's homepage and re-run the policy. 

     

    UNSUPPORTED_APEX_TRIGGER_OPERATION', 'message': 'Apex Event trigger cannot handle batch operations on recurring events.'
    • Reason:

      Recurring Tasks are unsupported.

    • Solution:  When archiving a Task object, set up the query to avoid it, such as: "Select Id From Task Where LastModifiedDate < LAST_N_DAYS: AND IsRecurrence= false Limit 1000"
    You can't specify version for namespace sf_com_apps because this namespace is not installed to your organization
    • Reason: Ensure the 'Salesforce Connected Apps' package is installed before installing the OB Archiver package.
    • Solution: 
      • Before installing the OwnBackup Archiver app, the 'Salesforce Connected Apps' Version 1.7 must already be installed in your environment. To check if you have the app installed with the latest version, navigate to Setup > Installed Packages and search for “Salesforce Connected Apps”
      • If you do not see the package listed in your Installed Packages, simply install the app by adding the following string after the Salesforce URL for your instance: https://mysalesforceurl.com/packagingSetupUI/ipLanding.app?apvId=04t30000001DUxx

     

    Fail to insert/update policy Upsert failed. First exception on row 0; first error: STORAGE_LIMIT_EXCEEDED, storage limit exceeded: [] 
    • Reason: Your Salesforce environment is beyond it's limits and no new records can be created.
    • Solution: 
      • Manually delete some records so that Archiver can create the record for the archving policy.
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