# Troubleshooting

## ![](/files/CBvqj0H8446fKLeXtHLv) 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:

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[Broken mention](broken://spaces/BCmlFAgApXdN9hoKOB0q/pages/Ywbmeg1cklx49asRb23L)
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<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;

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](/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, you only need to add the IP address for the US, not for Germany or Japan.
{% endhint %}

<table><thead><tr><th width="275.40362548828125">Region</th><th width="215.41015625">IP Address 1</th><th>IP Address 2</th></tr></thead><tbody><tr><td>United States</td><td>3.20.76.2</td><td>18.224.75.98</td></tr><tr><td>Germany</td><td>3.125.87.81</td><td>18.199.42.135</td></tr><tr><td>Japan</td><td>18.176.22.236</td><td>54.238.106.128</td></tr><tr><td>Australia</td><td>13.237.137.32</td><td>54.66.210.123</td></tr></tbody></table>

If you have any concerns about whitelisting IP addresses, please share them with 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="/files/ge2KJ7JvzImQxrLwKGuX" 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**:

Refreshing 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="/files/Hyd2Y2au5NEXVGxhAOy3" 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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