Synchronization log errors

Introduction

The Zivver SyncTool can email synchronization logs and stores them in the %appdata%/zivver/synctool/logs location of the user that ran the SyncTool synchronization.

The synchronization logs can contain errors. These errors can prevent the SyncTool from creating, updating, blocking or deleting an account in Zivver. Therefore these errors should be solved so that the SyncTool can automatically manage the account again.

BadRequest: Error creating alias: Domain Not Owned

Cause

The domain mentioned in the error is not claimed in Zivver. In order to create accounts or email aliasses in Zivver the email domain must be claimed in Zivver.

Solution

  1. If your organization sends or receives email on the domain that is not owned, then claim the domain in Zivver
    or

  2. If your organization does not send or receive email on the domain, then use the domain filter to exclude the domain from synchronizations.

BadRequest: Error creating alias: Alias is a guest

Cause+ Alias is a guest means that the email address mentioned in the error has received Zivver messages before the Synctool tried to create the account. The messages received must be transferred to the inbox of the primary address.

Solution

To keep the received Zivver messages accessible to the recipient, email alias must be manually merged on our platform to the primary email address.

On the Account page, find the Zivver account that is mentioned first in the error and merge the account mentioned after "error creating alias: Alias is a guest: "email address alias"" in the error.
How to merge two accounts

BadRequest: Error creating alias: Alias is already taken

Cause

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

Solution

To keep the received Zivver messages accessible to the recipient, email alias must be manually merged on our platform to the primary email address.

On the Account page, find the Zivver account that is mentioned first in the error and merge the account mentioned after "error creating alias: Alias is already taken for "ZivverUID" in the error.
How to merge two accounts

Tip
Quickly find out which email alias can be merged to the primary email address. The primary email address is mentioned in the Synctool error logs. Copy the Zivver ID from the Synctool error logs, which should like something like 123xxx45-67x8-9xx1-1x23-45678x9xx123 and paste it after the following URL: http://app.zivver.com/organization/account/ so that combined it looks like http://app.zivver.com/organization/account/123xxx45-67x8-9xx1-1x23-45678x9xx123. The combined URL will take you to the Zivver account page 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 should contain an smtp address that you should add to Zivver.

BadRequest: Account is outside the organization

There are multiple possible causes for this error:

Cause 1

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

Solution

Cause 2

The Synctool tries to convert a Zivver user account to a functional account or the other way around. The Synctool can’t change account types.

Solution

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

Mailbox type Recommended Zivver account type

User mailbox

Normal account

Shared mailbox

Functional account

BadRequest: Unknown in set

There are multiple possible causes for this error:

Cause 1

An object in the Read and Manage mailbox delegations that does not have an email address. This does not always have to be a user account, this could 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 duplicates in the Exchange shared mailboxes' Full Access permissions. For example because delegates are assigned full access to a shared mailbox via direct assignment and via a (mail-enabled) security group. Because delegates get Full Access directly via the direct assignment, as well as indirectly via the (mail-enabled) security groups, the Synctool will receive duplicates results when querying delegates for a shared mailbox.

Solution

Please contact support.

MethodNotAllowed. Details unknown

Cause

The SyncTool performs an update action to an account, but is not allowed to do so, for example because the email address of the user is not claimed in Zivver.

Solution

This error will be solved automatically if all other errors for that account have been solved.

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