Common Warnings and Errors

    Authentication

    Invalid Credentials: unable to connect the service to Salesforce
    • Reason 1: Connected the OAuth app blocked
    • Solution:
      • In Salesforce--> Setup > Administer > Manage 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.

    Backup

    Invalid Query Locator
    • Reason: Too many threads (limit is 10) are being requested by the user at a given time.
    • Solution:
    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 2,000 files per backup which can be increased to 100,000 files via the Service's Options menu.
      • Check API consumption in Salesforce: Setup > System Overview > API Requests. Review the Maximum amount of calls your org is allowed within 24 hours.
    REQUEST_LIMIT_EXCEEDED
    • Reason: You might be attempting to connect to a Salesforce organization that doesn’t support API access. API access for an organization is controlled by the Salesforce edition type. API Access is available for Enterprise, Unlimited, Performance, and Developer edition organizations.
    • Solution: Contact Salesforce support if you believe your organization should have API access and you’re getting an API_DISABLED_FOR_ORG error.
    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 - API_DISABLED_FOR_ORG
    • Reason: Your Salesforce organization does not have the API feature. This is usually because you are on the Professional edition and API is a paid 'add on' feature.
    • 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.
    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.

    Replication and Seeding

    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

    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. 
    « Previous ArticleNext Article »


    Contact Us

    Sometimes you just want to talk to someone. Our customer support team is available by phone:

    Monday – Friday: 3:00 AM – 5:00 PM ET

    Sunday: 7:00 AM – 3:00 PM GMT