> For the complete documentation index, see [llms.txt](https://docs.flosum.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.flosum.com/backup-and-archive/general-information/troubleshooting.md).

# Troubleshooting

## ![](https://646917531-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Focom3JROuDKOidclKbQx%2Fuploads%2Fgit-blob-3f6faa4230b72167926fbc0a31dd17dc7d74581d%2FSummary2-Small-Icon.svg?alt=media) 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:

{% content-ref url="/spaces/BCmlFAgApXdN9hoKOB0q/pages/Ywbmeg1cklx49asRb23L" %}
[Broken mention](broken://spaces/BCmlFAgApXdN9hoKOB0q/pages/Ywbmeg1cklx49asRb23L)
{% endcontent-ref %}

<details>

<summary>500 Internal Server Error</summary>

**Problem**:

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

**Resolution**:&#x20;

To resolve a **500 Internal Server Error**, whitelist the IP address for the region your Flosum tenant uses. For the table of IP addresses, see the following article.

* [Creating a Network Access IP Range](/global-settings/security/network-access/creating-a-network-access-ip-range.md)

{% hint style="info" %}
For example, if your tenant is in the US region, add only the US IP address, not the addresses for Germany, Japan, or Australia.
{% endhint %}

If you have concerns about whitelisting IP addresses, contact your Flosum Success Manager.

</details>

<details>

<summary>OAUTH_APPROVAL_ERROR_GENERIC Error</summary>

**Problem**:

You receive an OAUTH\_APPROVAL\_ERROR\_GENERIC error message when connecting to a Salesforce org.

**Resolution**:&#x20;

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](/resources/user-guides/backup-and-archive/salesforce-api-access-control.md)

If **API Access Control** is not enabled, the Salesforce user's profile must have the following permission enabled:&#x20;

* **Approve Uninstalled Connected Apps**&#x20;

This will prevent the **OAUTH\_APPROVAL\_ERROR\_GENERIC** error message.

</details>

<details>

<summary>Backup &#x26; Archive Logged into an Incorrect Tenant</summary>

**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.

</details>

<details>

<summary>New Organization Not In Backup &#x26; Archive</summary>

**Problem**:

A new Salesforce Organization 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**:&#x20;
   1. Log out of Backup & Archive.
   2. Log back in to Backup & Archive.
   3. Check if the connection appears.
2. **Assign Backup & Archive to an Organization**:
   1. Verify in Global Settings that the **B\&A** app is assigned to the organization.&#x20;

      <div align="left"><figure><img src="https://646917531-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Focom3JROuDKOidclKbQx%2Fuploads%2FYsU8kPOt5hAeeRXbzGka%2FTroubleshooting-NoConnection-01.png?alt=media&amp;token=db401799-3c50-4709-8d9f-f8dcfc4e7fb4" alt="" width="563"><figcaption></figcaption></figure></div>
   2. If the **B\&A** app is not assigned, assign it by following the instructions in the following article.
      1. [Assigning an App to an Organization](/global-settings/environment/organizations/assigning-an-app-to-an-organization.md)
   3. Log out and back in to Backup & Archive.

</details>

<details>

<summary>Unhandled Error when creating a Backup or Archive Template</summary>

**Problem**:

You encounter an **Unhandled Error** message when creating a Template for a Backup or Archive job. This known issue was resolved in early January 2026, but may persist due to your web browser's cache.

**Resolution**:

Refresh the page to resolve this issue. If the issue still persists, try clearing your browser's cache.

</details>

<details>

<summary>You do not have the required "App settings" permission...</summary>

**Problem**:

You receive the following error message:

> You do not have the required "App settings" permission to access "\[Organization Name]". Please contact your administrator for further assistance.

<div align="left"><figure><img src="https://646917531-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Focom3JROuDKOidclKbQx%2Fuploads%2FGd0jUhdPUKQ7xkS8AUgS%2FTroubleshooting-AppSettingsPermission-01.png?alt=media&amp;token=41874205-b1ed-48bd-96a2-e23299450c78" alt="" width="563"><figcaption></figcaption></figure></div>

**Resolution**:

This error occurs because your Flosum Cloud App user account does not have the **App Settings** permission for \[*Organization Name*]. As a result, you cannot access the \[*Organization Name*] Settings page.

{% hint style="info" %}

#### Other Operations

This error message does not prevent you from performing other Backup & Archive operations with \[*Organization Name*], such as creating a backup or initiating a restoration.&#x20;

Use the left sidebar menu to navigate to your desired operation and select \[*Organization Name*] from the Organization Switcher in the breadcrumb path.
{% endhint %}

Access to the Backup & Archive app's pages and operations is controlled by the following permissions: **Backup & Archive**, **Restore**, **Export**, and **App Settings**. For more information on these permissions, see the following article.

* [Backup & Archive Permissions](/global-settings/user-management/flosum-cloud-app-permissions/backup-and-archive-permissions.md)

User accounts are managed in the Global Settings app, and only a System Administrator can edit user account permissions. While you can view your user account's Group, Role, and permissions, contact a System Administrator for any changes. For more details on Flosum Cloud Apps users, refer to the article below.

* [Overview of Roles, Groups, and Users](/global-settings/user-management/overview-of-roles-groups-and-users.md)

</details>


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