Troubleshooting

The messages the app shows, what they mean, and what to do.

Connecting

The consent screen was declined or closed. Cancel was chosen on the provider's screen, or it was closed, so nothing was connected. Start again and choose Accept. Microsoft reports this as AADSTS65004.

The account you signed in with is not an administrator of that organisation. Microsoft only lets a global administrator grant application permissions for a tenant (AADSTS90094). Sign in as one, or ask one to attach the organisation from their own Mailgestor login.

The organisation does not know Mailgestor yet, or removed it. Microsoft could not find our application in that tenant (AADSTS700016), usually because the enterprise application was deleted. Start again and accept the consent as a global administrator.

That sign-in link had expired or did not belong to you. The provider round trip took longer than ten minutes, or it was started in another session. Start again.

Your session ended before the provider returned. You were signed out of Mailgestor during the round trip. Sign in and start again.

The consent granted no application permissions (Microsoft 365). The consent was accepted for a different tenant than the one you then signed in to, usually because the browser was already signed in elsewhere. Use a private window, sign in as the global administrator of the tenant to archive, and start again.

Redirect URI mismatch (Microsoft). Mailgestor's registration is missing a redirect address; this is Mailgestor's to fix. Tell us.

The delegation test failed (Google Workspace). The client ID or scopes in the Admin console do not match. Check both against the connection form, and allow a few minutes after saving for Google to apply them.

This organisation is attached to another account. A domain or tenant can be attached to one Mailgestor account. Remove it from the other account first.

Jobs

Could not be sized / over the limit. A mailbox is over 50 GB. Take it out of the job and create the job again.

No mailbox. The directory account has no mailbox at the provider, so it was dropped from the job. Nothing to do.

Not enough licences. The balance is short by the number shown. Buy that many and start again.

Failed, with a message from Google or Microsoft. The run could not make progress. Common causes are a credential that was revoked (reconnect, then Retry), or a provider outage (Retry later). The licences are kept until you cancel.

Precondition check failed (Gmail). Gmail refuses to return a few messages, often ones already in Bin or with a policy on them. Those are recorded as failed items; the run continues and the job still archives.

Quota exceeded (Gmail). Mailgestor paces itself under Google's limits and waits when it is told to. A run slows but does not fail.

The job shows Archiving but the run shows Fetching for a long time. Large mailboxes take hours. The progress figures and the run log keep moving; if they do not for over an hour, tell us.

Exports and downloads

Waiting. Exports build one at a time per job; this one is behind another.

The export failed. The message says why. Retry by creating the export again; the licences are unaffected.

The file has expired. Exports are deleted seven days after they are built. Build the export again while the archive is still there: six months after its last archive pass, or until you delete it.

Deletion scheduled on a mailbox you did not delete. Its archive is six months old, so deletion was scheduled with a week's notice. Choose Cancel deletion on the mailbox page to keep it for another six months.

Revoked: removed after six months without a run. The connection went unused for six months and its credential was removed. Connect it again from the Connections page; its archives are unaffected.

Getting help

Email [email protected] with the account name and, for a job, the job page's address. Provider error text in the app is safe to include; it never contains your credentials.