Troubleshooting

Overview

This page provides troubleshooting instructions for common issues with the Backup & Archive app. If your problem is not addressed here or you still need help, contact Flosum's Customer Support:

Flosum Customer Support

500 Internal Server Error

Problem:

You encounter a 500 Internal Server Error during Salesforce org authentication and have enabled limited access with Network Access restrictions.

Resolution:

Please add both IP addresses from the table for your region only. See the following article for instructions on adding a Network Access IP Range.

• Creating a Network Access IP Range

For example, if your tenant is in the US region, you only need to add the IP address for the US, not for Germany or Japan.

Region	IP Address 1	IP Address 2
United States	3.20.76.2	18.224.75.98
Germany	3.125.87.81	18.199.42.135
Japan	18.176.22.236	54.238.106.128
Australia	13.237.137.32	54.66.210.123

If you have any concerns about whitelisting IP addresses, please share them with your Flosum Success Manager.

OAUTH_APPROVAL_ERROR_GENERIC Error

Problem:

You receive an OAUTH_APPROVAL_ERROR_GENERIC error message when connecting to a Salesforce org.

Resolution:

If API Access Control is enabled in your Salesforce org, follow the instructions in the API Access Control Users Guide found on the page below.

Salesforce API Access Control

If API Access Control is not enabled, the Salesforce user's profile must have the following permission enabled:

• Approve Uninstalled Connected Apps

This will prevent the OAUTH_APPROVAL_ERROR_GENERIC error message.

Backup & Archive Logged into an Incorrect Tenant

Problem:

If you manage multiple tenants, logging into Global Settings with one tenant and then opening Backup & Archive while still logged into a different tenant may cause issues.

Resolution:

Log out of all Flosum Cloud apps, including both Backup & Archive and Global Settings. Simply closing the tab will not log you out of a tenant. Once all apps are logged out, you can log back in with the correct tenant.

New Connection Not In Backup & Archive

Problem:

A new Salesforce connection was added in Global Settings, but it is not appearing in Backup & Archive.

Solution:

Here are two potential solutions to resolve this issue.

1. Log Out:

   1. Log out of Backup & Archive.

   2. Log back in to Backup & Archive.

   3. Check if the connection appears.

2. Assign Backup & Archive to Connection:

   1. Verify in Global Settings that the B&A app is assigned to the connection.

      
   2. If the B&A app is not assigned, assign it by following the instructions in the following article.

      1. Assigning an App to a Salesforce Connection

   3. Log out and back in to Backup & Archive.