Introduction

The Zivver Synctool can email synchronization logs and stores them in the location you set up in the logging settings of the Synctool profile.

The synchronization logs may contain errors. These errors can prevent the Synctool from creating, updating, blocking, or deleting an account in Zivver. Therefore, you must resolve these errors before the Synctool can automatically manage the account again.

BadRequest: Error creating alias: Domain Not Owned

Cause

The domain mentioned in the error has not been claimed in Zivver. To create accounts or email aliases in Zivver, you must first claim the email domain.

Solution

1. If your organization sends or receives email on the unowned domain, claim the domain in Zivver; or
2. If your organization does not send or receive email on that domain, use the domain filter to exclude it from synchronizations.
   • See LDAP source filter for instructions on how to set up a domain filter for an LDAP source.
   • See Exchange source filter for instructions on how to set up a domain filter for an Exchange source.

BadRequest: Error creating alias: Alias is a guest

Alias is a guest means that the email address mentioned in the error has previously received Zivver messages before the Synctool attempted to create the account. This email address already has a guest account. The issue can have several causes, which are listed below.

Cause 1

The secondary alias is a guest account. There is an existing account for the primary email address.

Solution

This solution requires Synctool v2.0.2 or higher.

Perform the following steps:

1. Open the Synctool.
2. Select the Synctool configuration profile that causes the error.
3. Go to Syncing > Synchronization Options.
4. Enable the special function Merge guest account into primary account if guest account is an email alias.
5. Start a manual synchronization.
6. The special function will only apply during the manual synchronization.
7. After the manual synchronization, disable the special function again to prevent it from applying in future synchronizations.

Cause 2

The primary email address is a guest account. In this case, this email address appears twice in the error.

Solution

Create a new account for the email address:

• New user account
• New functional account

Cause 3

Both the primary email address and the secondary alias are guest accounts. In this case, there are no existing accounts for either email address.

Solution

Create a new account for the email address:

• New user account
• New functional account

This part of the solution requires Synctool v2.0.2 or higher.

Perform the following steps:

1. Open the Synctool.
2. Select the Synctool configuration profile that causes the error.
3. Go to Syncing > Synchronization Options.
4. Enable the special function Merge guest account into primary account if guest account is an email alias.
5. Start a manual synchronization.
6. The special function will only apply during the manual synchronization.
7. After the manual synchronization, disable the special function again to prevent it from applying in future synchronizations.

BadRequest: Error creating alias: Alias is already taken

Cause

The message Alias is already taken means that the email alias exists as a separate account on the Zivver platform instead of being an alias of the same mailbox, as in Exchange.

Solution

To ensure that previously received Zivver messages remain accessible to the recipient, the email alias must be manually merged into the primary email address on the Zivver platform.

On the Account page, locate the Zivver account that is mentioned first in the error, and merge it with the account mentioned after “error creating alias: Alias is already taken for ‘ZivverUID’” in the error message.
How to merge two accounts

Tip

You can quickly find out which email alias should be merged into the primary email address. The primary email address is listed in the Synctool error logs. Copy the Zivver ID from the Synctool error logs — it looks like 123xxx45-67x8-9xx1-1x23-45678x9xx123 — and paste it after the following URL: http://app.zivver.com/admin/accounts/. Combined, it should look like http://app.zivver.com/admin/accounts/123xxx45-67x8-9xx1-1x23-45678x9xx123. This URL will take you directly to the Zivver account that needs to be merged with the primary email address. Or Find the user in Active Directory, open the Attribute Editor, and search for the proxyAddresses AD attribute. This attribute should contain an SMTP address that you can add to Zivver.

BadRequest: Account is outside the organization

There are several possible causes for this error:

Cause 1

The email address mentioned exists outside your Zivver organization. If this is the case, you will not find the account on the Accounts page when you search for the email address. If you do find the account, go to Cause 2 below.

Solution

1. Go to the Domains page.
2. Adopt free accounts.

Cause 2

The Synctool is trying to create an account from a domain that is not claimed by your organization. If this is the case, you will not see the domain listed as claimed on the Domains page. If the domain is already claimed, go to Cause 3 below.

Solution

1. Go to the Domains page.
2. Claim the domain.

Cause 3

The Synctool is trying to convert a Zivver user account to a functional account, or the other way around. The Synctool cannot change account types.

Solution

Change the account type of the account. Use the table below for the recommended Zivver account type for each mailbox type.

BadRequest: Unknown in set

There are several possible causes for this error:

Cause 1

An object in the Read and Manage mailbox delegations does not have an email address. This does not necessarily have to be a user account; it can also be an Active Directory security group.

Solution

Remove the user or Active Directory security group from the Read and Manage mailbox delegations in Exchange.

Cause 2

There are duplicate entries in the Exchange shared mailbox Full Access permissions. For example, this can happen when delegates are assigned Full Access to a shared mailbox both directly and through a (mail-enabled) security group. Because the delegates have Full Access both directly and indirectly, the Synctool receives duplicate results when querying delegates for a shared mailbox.

Solution

Contact support.

Error reported: PowerShell exception: System.Management.Automation.CmdletInvocationException: Cannot find an object with identity …

Cause

After completing a synchronization silently or manually, this error might appear in the overview that you can access by clicking the status bar in the Zivver Synctool, or in the zivver_synctool_app.log file located in the configured folder.

Solution

This error could indicate that specific PowerShell cmdlets cause PowerShell exceptions. If such exceptions occur, you can assess whether these PowerShell commands are actually needed by reviewing this Zivver documentation and checking the currently configured PowerShell command options in the Synctool, under the Connection section of the relevant Exchange Source configuration.

If all applied PowerShell cmdlets are indeed necessary, the errors might occur because obsolete (unassociated) SIDs are still present in the FullAccess attribute of certain mailboxes for which the Synctool tries to establish delegations.

If you have difficulty interpreting the errors, their validity, or possible actions, don’t hesitate to contact support and include the zivver_synctool_app.log file along with your questions.

MethodNotAllowed. Details unknown

Cause

The Synctool attempts to update an account but is not permitted to do so — for example, because the user’s email address is not claimed in Zivver.

Solution

This error will be resolved automatically once all other errors for that account have been fixed.

BadRequest: Invalid division

Cause 1

Invalid division indicates that the Synctool is configured to assign accounts to an Organizational Unit (OU) with an identifier (OU UID) that does not exist. This could be because the OU does not exist yet, or because it has a different identifier.

Solution

Check the OUs in the admin portal. Ensure that an OU exists with the identifier being used (OU UID).

Cause 2

OUs are not being used at all.

Solution

In the SyncProfile, disable the Assign Zivver OU setting.

Error: Group with a member that is also a group

Problem

The Synctool triggers this error when previewing data from the source or after running a synchronization via an email report. Introduced in Synctool v2.

Cause

This error occurs when a shared mailbox has access to another shared mailbox in the source. This behavior is not supported in Zivver; only individual users can be granted access to a functional account.

Solution

Remove the delegation(s) from the shared mailbox in the source. Alternatively, adjust your source filter settings to exclude the mailbox or delegation(s) causing the error from synchronization.

Found source and target mismatch

Problem

When running the Zivver Synctool, you may encounter an error about a mismatch between the source and target. Due to this error, the Synctool cannot update the account in Zivver with new information.

An example of this error is:

Found source and target mismatch: source user example@zivver.com and target group example@zivver.com

Cause

There is a mismatch in account types between the source and Zivver. The accounts are listed as a user in the source for the Synctool, but a functional account already exists in Zivver, or vice versa. As a result, the Synctool cannot resolve this automatically.

Solution

Manually change the type of the account to match the source. Refer to these instructions for more information: Change account type.

The certificate is expired

Problem

When running the Synctool or a custom PowerShell script, you may see the following error:

The certificate is expired. Please link a new certificate to your app and pass the valid value.

Cause

You are using a self-signed certificate for App-only authentication in Exchange Online. The self-signed certificate has an expiration date, with a default validity of 1 year.

Solution

Refer to the dedicated Synctool article explaining how to update the self-signed certificate.

Too many users are being added at once (10601)

Problem

After an automatic synchronization, you may receive an email with the Synchronization Summary that includes the following error:

Too many users are being added at once: <number_of_users_to_add> of <number_of_users_in_zivver> (10601)

Cause

The automatic synchronization is stopped when it tries to add more than 5% of the current number of users in your Zivver organization.

Solution

Run the synchronization manually. When running it manually, you can override the protection mechanism by selecting the confirmation options in the Synctool. After confirming the addition of a large number of accounts, run the synchronization again, and the accounts will be created.

Error: Unknown members email address (11603)

Problem

Members are not synchronized to Zivver for a functional account.

Cause 1

The members do not yet have a Zivver account.

Solution

Create the accounts either manually or using the next synchronization.

Cause 2

The member is a suspended mailbox that still has delegated access to one or more shared mailboxes.

Solution

Remove the delegated access in Exchange Online.

Error: Unknown delegate email address (11601)

Problem

Members are not synchronized to Zivver for a functional account.

Cause

This could be caused by the fact that the user accounts are not synchronized in the same profile as the shared mailboxes. You may encounter this error during the shared mailboxes synchronization.

Solution

Consider synchronizing the user mailboxes and shared mailboxes in a single synchronization profile.