OwnBackup for Salesforce Common Errors & Warnings

    Backup

    Invalid Credentials: unable to connect the service to Salesforce
    • Reason 1: Connected the OAuth app blocked
    • Solution:
      • In Salesforce--> Setup > Apps > Connected Apps > Connected Apps OAuth Usage page.
      • Verify the "Block" button next to OwnBackup for Salesforce (Data service), or (Metadata service) is not selected.
    • Reason 2: Salesforce IP restrictions - IP Restrictions are set in Salesforce and OwnBackup Application IP addresses need to be white-listed in Salesforce.
    • Solution: Verify the relevant OwnBackup IP addresses are white-listed at the Org level and profile level of the authenticated user assigned to the service.
    • Reason 3: Custom Domain - If a custom domain is enabled and defined as the only way to login to your org at the Salesforce login screen.
    • Solution: Select the “Custom domain” option before entering the username/password to authenticate the service. Read more about Custom Domain setting in Salesforce.
    User Not Authorized / INSUFFICIENT_ACCESS: insufficient access rights on cross-reference id.
    • Reason 1: No "Modify All Data" Permission
    • Solution: Verify that the authenticated user has the “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
    • Reason 2: Sandbox Re-authentication - A Sandbox environment was refreshed recently and now the backups are failing.
    • Solution:
      • Select the Failed Sandbox Service and then the “Re-authenticate Service” option.
      • Log in with the authenticated user’s username/password. If you have a custom domain ensure you use this prior to entering the credentials.
      • Once completed a new Sandbox Service box will appear on the Backup page. 
      • If the service is not displayed on the Backup page, ensure the service is not listed under the Archived tab in OwnBackup. You may Unarchive it directly from the Archived page into active-backup status.
    Sorry, this Salesforce Org has already been taken.
    • Reason: This Salesforce Org is already connected as a service with another active OwnBackup user account.
    • Solution: If you are unable to locate the owner of this OwnBackup account or believe this message is in error, please contact Support.
    Invalid Query Locator
    • Reason 1: Too many threads (limit is 10) are being requested by the user at a given time.
    • Solution:
      • Dedicate an authenticated user to OwnBackup thusly avoiding other requests being used by the currently authenticated user for other Salesforce requests.
      • Consider separate dedicated authenticated users for OwnBackup Data and Metadata services on the same Salesforce Org.
      • Salesforce 'INVALID_QUERY_LOCATOR ' error article link
    • Reason 2: A thread request started by OwnBackup has expired in Salesforce and is no longer responding to further queries.
    • Solution: These warnings are temporary and don’t require any action and should resolve on their own
    Failed to process query: OPERATION TOO LARGE
    • Reason: No "View All Data" and" Modify All Data" Permissions and the query has exceeded 100000 distinct ids
    • Solution: Verify that the authenticated user has the "ViewAllData" and “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
    Malformed_Query
    • Reason: No "View All Data" and" Modify All Data" Permissions
    • Solution: Verify that the authenticated user has the "ViewAllData" and “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
    File Download Limit Reached / API Download limit reached
    • Reason: Some of the indexed files, attachments, content documents, content versions have not been downloaded to the backups.
    • Solution:
      • The default limit is set to 5,000 files per backup which can be increased to 300,000 files. See this article for more on setting limits.
      • Check API consumption in Salesforce: Setup > System Overview > API Requests. Review the Maximum amount of calls your org is allowed within 24 hours.
    Some objects could not be backed up: Auth Provider (for MetaData Service).
    • Reason: The Manage Auth. Providers definition is set to "Raise session to High Assurance" (in Setup-> Identity Verification)
    • Solution:
      1. In Salesforce navigate to: Setup > Apps > Connected Apps > Connected Apps OAuth Usage page.
      2. Click "Install" for OwnBackup for Salesforce Metadata App\Salesforce Sandbox Metadata App
      3. Once installed, click Manage App Policies and edit the App.
      4. Navigate to High assurance session required and check Raise the session level to high assurance and click Save.
      5. Navigate to: Setup > Session Settings > Session Security Levels and verify that Multi-Factor Authentication & Username Password moved to the High Assurance list. 
      6. Return to your OwnBacup account and re-authenticate the service.
    API_DISABLED_FOR_ORG
    • Reason 1: The Salesforce org doesn’t support API access. API Access is available for Enterprise, Unlimited, Performance, and Developer edition organizations. In this scenario, the Data service will be successful in backup, but the Metadata service will fail with this error message. 
    • Solution: Contact Salesforce support if you believe your organization should have API access and you’re getting an API_DISABLED_FOR_ORG error
    • Reason 2: The authenticated user does not have the API feature enabled. 
    • Solution:
    REQUEST_LIMIT_EXCEEDED
    • Reason: This Salesforce error is usually returned when the API quota has been exceeded. 
    • Solution: 
      • Check API consumption in Salesforce: Setup > System Overview > API Requests. Review the Maximum amount of calls your org is allowed within 24 hours for both REST and Bulk.
      • Contact Salesforce support if you believe your organization should have sufficient API count in the timeframe of receiving this message. For more on this please read here.
    QUERY_TIMEOUT "Salesforce Error: QUERY_TIMEOUT Your query request was running for too long"
    • Reason 1: The object is too large to be queried via the REST API and needs to leverage the Bulk API.
    • Solution: Configure Bulk API limits via the Service Options screen.
    • Reason 2: If the "Unlisted Chatter Groups" is enabled and permission is not granted. Feed Items and Feed Attachments are particular objects that are susceptible to this error.
    • Solution: Enable the manage unlisted groups, permission on the profile of the authenticated user.
    Bulk PK Error: Script Internal Error
    • Reason: An optimized object being queried by the Bulk API via the primary key chunking method is error and has not been backed up.
    • Solution: Contact OwnBackup Support to further investigate.
    Service Backup Failed - API is Disabled for user
    • Reason: The profile permission of the authenticated user’s profile cannot connect to the Salesforce API.
    • Solution:
    Service Backup Failed - INSUFFICIENT_ACCESS - ModifyAllData or ModifyMetadata permissions required
    • Reason: No "Modify All Data" Permission
    • Solution:
      • Verify that the authenticated user has the “ModifyAllData” permission. In addition, check to see if the authenticated user has appropriate access to the specified object and all referenced objects.
      • Salesforce User Permission article link.
    Service Backup Failed - Connected Applications connected_applications fail Bulk batch ended with state Failed and message: InvalidBatch: Failed to process query: INSUFFICIENT_ACCESS: insufficient access rights on cross-reference id.
    • Reason: No Customize Application permission to the Authenticated User.
    • Solution:
    Unable to retrieve metadata object
    • Reason: Sometimes, the Salesforce Metadata API is unable to query certain metadata objects.
    • Solution: These warnings are temporary and don’t require any action and should resolve on its own.
    Insufficient access to the specified data category
    • Reason: In Lightning for Salesforce, data categories are used in communities. A particular category is marked as invalid.
    • Solution:
      • Log in to Salesforce > Setup
      • Go to Quick Find and search “Data Categories”. Review the Category Groups and review which categories are marked as active/inactive. 
      • Verify the data categories that are needed to be active are marked as active so the communities can be retrievable through the API and accessible through the authenticated user on the service.
    sObject not sorted by Id:
    • Reason: OwnBackup uses REST APIs to request data from Salesforce, which are sorted by the RecordId when using the Compare, Restore and Replicate tools. Certain objects are not sortable due to Salesforce limitations, therefore they are excluded in these tools. 
    • Solution:
      • The particular sObject is not sortable.
      • The object is still backed up and available in the backups.
    Messaging Sessions  Bulk Error: Salesforce Error
    • Reason: This is a known Salesforce issue that can be found here.
    • Solution: Enable 'Access Conversation Entries' under Administrative Permissions for the authenticated user.

    You have reached the API download limit for this service

    (downloaded {} files out of {} files available)

    • Reason: The API limit has been reached. OwnBackup downloads the number of files (up to the API limit). OwnBackup only downloads the new and changed files.
    • Solution: The remaining files will be downloaded the following day once the daily API limit resets.

    Content Documents: Salesforce Error: invalid character encoding.

    • Reason: A Non-UTF-8 character(s) were used in the Content Document which is incompatible with the Salesforce API. 
    • Solution: Solution: Reach out to OwnBackup Support for a list of the corrupted ids. Review and delete the corrupted files to resolve this error. See further reading from Salesforce here.
    Timeout Error too many errors in request #1- Warning for “Knowledge Article Versions” and “Knowledge KAVs”
    • Reason: Due to missing permissions for the authenticated user.
    • Solution: Grant the following permissions to the authenticated user:
      • View Draft Articles
      • View Archived Articles
    • If the error still persists, please contact OwnBackup Support
    Too Many Requests: The user has sent too many requests in a given amount of time. 
    • Reason: A query has failed to archive multiple records and therefore stopped the archiving activity.
    • Solutions: Disable the trigger or validation rule that is inhibiting the Policy from deleting these records.
    • If the issue is due to dependency, Archive the referenced dependency first before archiving this record.
    Unable to write to storage. Please check your key management service
    • Reason: The AWS KMS configuration is not allowing write permissions via the provided key/alias.
    • Solution: Consult with your AWS expert to review the KMS and User configuration.

    Restore, Replicate, Sandbox Seeding, Anonymize, Archive, Unarchive

    INVALID_CROSS_REFERENCE_KEY
    • Reason 1: INVALID_CROSS_REFERENCE_KEY: Record Type ID: This ID value is not valid for the user. The authenticated user does not have the correct permission to the Record Type.
    • Solution: Verify the authenticated user has the correct permission to the Record Type provided in the error.
    • Reason 2: INVALID_CROSS_REFERENCE_KEY: invalid cross reference id: The Parent record is not included in the Replication job or permission issue(s) on the parent object or a lookup relationship is not included in the Replication job.
    • Solution: Verify the parent object is included in the replication job. Review the authenticated user has access to the parent record that is referenced within the error. If it is a lookup relationship ensure the parent object is included in the replication job.
    ENTITY_IS_DELETED
    • Reason 1: This error occurs in Salesforce when at least one record references a deleted record in the destination org.
    • Solution: Check that the record does not reference to a deleted record (could also be the record’s parent) in the destination org.
    CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY
    • Reason: Occurs when an object has a trigger and data being updated or created causes the trigger to run and error out.  More specifically, it is called an Unhandled Exception.  
    • Solution: 
      • Change the Apex code to handle exceptions

      • Disabling the trigger (you may need to reach out to the vendor the trigger is part of a managed package

      • Exclude the records that are causing the trigger to run

    INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST:Status: bad value for restricted picklist field
    • Reason 1: Destination org does not have the value enabled that is selected in the source environment. This can be a common error as environments evolve over time and may change the possible pick-list values that are available to be selected upon record creation. 
    • Solution: If the object(s) have multiple record types enabled in the source environment, then the value for the record type in the destination environment must be also be enabled.
    • If the object does not have a record type enabled then the pick-list value for the object In the destination environment should be enabled.
    • Reason 2: The source org data set contains a, no longer active picklist value. This will prevent you from successfully restoring and seeding data. Please clean the data and update the value to a current active value
    • Solution: Go to Setup, <Object>, Fields and Relationships, Select the PL Field and view the inactive values.
    'INACTIVE_OWNER_OR_USER'
    • Reason: The owner of the record in the source environment is disabled in the destination environment.  
    • Solution 1: Enable the “Set Audit Fields and Update Records with Inactive Owners “ Permission. Once this setting has been enabled, create a permission set or edit the profile of the authenticated user and give them the 'Update Records with Inactive Owners' permission. You can enable this permission by using the following Salesforce knowledge article. 
      Solution 2: Activate the record owner in the destination environment.
    DUPLICATES_DETECTED” or “DUPLICATE_VALUE: duplicate value found
    • Reason: Salesforce found a matching value in a unique identifier field when inserting/updating a record.  
    • Solution 1: Delete the duplicate records in the destination.
      Solution 2: Disable duplicate rules in your Salesforce organization - See this article.
    FIELD_CUSTOM_VALIDATION_EXCEPTION:
    • Reason: If all automations were not disabled before the Replication/Seed job was started, records being seeded don’t meet the requirements of the active automation(s) to allow seeding.
    • Solution 1: Temporarily disable automations before the job begins. Once the job completes re-enable the automations. 

      Solution 2: Modify the template or dataset of records included in the Replication/Seed job that meets the requirements of the active automations. 
      Solution 3: Update the source records to meet the requirement of the automations.

    FAILED_ACTIVATION
    • Reason: Failed to activate/re-enable automations on the Order object.
      1. Check for permissions to manage and change flows.
      2. Unable to change Apex triggers.
    • Solution: Confirm the following permissions are assigned to the integration user
      1. Author Apex.
      2. Customize Application.
      3. Manage Flow.
    FIELD_INTEGRITY_EXCEPTION
    • Reason: Attempt to insert the wrong object ID in the destination record’s lookup field.
    • Solution: Validate the object ID being inserted in the destination org record’s lookup field.
    SKIP_INSERT
    • Reason: A record cannot be inserted because of a dependency that has not been met but is required. For example, a lookup to a parent that does not exist.
    • Solution: Check for the data inclusion of the parent record.
    STRING_TOO_LONG
    • Reason: Field Exceeds Field Size Limit.  See Help Article.
    • Solution: Review the data in the source org and/or update the field size limit.
    INVALID_FIELD_FOR_INSERT_UPDATE
    • Reason: Trying to anonymize Person Account while the Anonymization template contains replacement value for "Name" field that is not editable.
    • Solution: To anonymize Person Accounts, set replacement values for FirstName and LastName while skipping the Name field.
    INVALID_FIELD: Failed to deserialize at col {number}
    • Reason: A file is missing from the backup, therefore OwnBackup could not restore it during the job.
    • Solution: Check whether all files/attachments were backed up in the source backup.

    Archive

    Get Organization Storage Statistics operation encountered an error, please contact support and provide them with the following Error code - 10076#10035#10200
    • Reason: The authentication token has been revoked or IP access is blocked to the Archive backend servers.
    • Solution 1: Verify Archive is installed properly via this article. 
    • Solution 2: Review IP restrictions and ensure access to the Archive servers is white-listed.
    Validate Query operation encountered an error
    • Reason: New Org or Refreshed Sandbox hasn't been fully configured.
    • Solution 2: Verify Archive is installed properly via this article. 
    Query time out: [{"message": "Your query request was running for too long.","errorCode":"QUERY_TIMEOUT”}]
    • Reason: The policy created has hit the Salesforce query limitations and cannot execute due to one of more reasons such as the limit being too high, the range too broad, the request is querying too many tables. This happens when the query exceeds the 120-second query time limit in Salesforce.
    • Solution: Lower the limit or decrease the number of objects being queried. Test a problematic query in Workbench to ensure it's executable within 120 seconds.
    Too_many_failures: failures limit crossed
    • Reason: A query has failed to archive records due to a trigger, dependency, or validation rule.
    • Solution: Disable the trigger or validation rule that is inhibiting the Policy from deleting this record. 

      If the issue is due to dependency,  Archive the referenced dependency first before you can archive this record. 

    Failed, Record is considered hot data because it was modified in the last 90 days
    • Reason: Hot data is considered as any data that has been modified within the last 90 days. This is a protection mechanism that can be manually reconfigured from its default "on" state.
    • Solution: Disable hot data protection through Archive settings from the App's homepage and re-run the policy. 
    UNSUPPORTED_APEX_TRIGGER_OPERATION', 'message': 'Apex Event trigger cannot handle batch operations on recurring events.'
    • Reason: Recurring Tasks are unsupported.
    • Solution: When archiving a Task object, set up the query to avoid it, such as: "Select Id From Task Where LastModifiedDate < LAST_N_DAYS: AND IsRecurrence= false Limit 1000"
    INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY:insufficient access rights on cross-reference id: [different record id]
    • Reason: Unarchiving requires a reference to the above record and the authenticated user cannot access it.
    • Solution: Check whether the referenced record exists. If the record exists, check for the authenticated user’s permissions to the record. Verify the authenticated user has the “ModifyAllData” permission. If the error continues to persist, please contact OwnBackup Support.

     

    You can't specify version for namespace sf_com_apps because this namespace is not installed to your organization
    • Reason: Ensure the 'Salesforce Connected Apps' package is installed before installing the OB Archive package.
    • Solution: 
      • Before installing the OwnBackup Archive app, the 'Salesforce Connected Apps' Version 1.7 must already be installed in your environment. To check if you have the app installed with the latest version, navigate to Setup > Installed Packages and search for “Salesforce Connected Apps”
      • If you do not see the package listed in your Installed Packages, simply install the app by adding the following string after the Salesforce URL for your instance: https://mysalesforceurl.com/packagingSetupUI/ipLanding.app?apvId=04t30000001DUxx
    Fail to insert/update policy Upsert failed. First exception on row 0; first error: STORAGE_LIMIT_EXCEEDED, storage limit exceeded: [] 
    • Reason: Your Salesforce environment is beyond its limits and no new records can be created.
    • Solution: Manually delete some records so that Archive can create the record for the archiving policy.
    Connection Reset by Peer Connection Aborted
    • Reason: The issue may be due to temporary connection issues with Salesforce. Archive tries to rerun but gets the same error. Archive will run the policy as scheduled (daily/weekly/monthly basis).
    • Solution: 
    1. ​​​​​​​Rerun the operation. 
    2. Wait for the next policy run.
    3. Reduce the number of lookups in the policy (if possible from a business perspective). 
    4. Split the policy if it includes lookup children. Add other policies that their root objects are the lookup children. 
    5. If all the above fails to resolve the error, raise a case with support. An internal optimization might be possible that reduces the probability of getting this error from Salesforce .  
    The integration user has limited permissions
    • Reason: The permission, granting access to query the storage details using the tooling API is missing.
    • Solution: Add one of the following permissions:
      • API enabled
      • View setup and configuration and multi-factor authentication
      • Manage Multi-Factor Authentication in API
    FIELD_CUSTOM_VALIDATION_EXCEPTION: You are not authorized to delete this email, sobject_id: None
    • Reason:

      When unarchiving, Salesforce can encounter data validations such as: validation rules, restricted picklist, duplicate rules etc. In addition to this error message you will be able to see additional text with: Validation rule message,  sf_delete_error_message_object: status_code.

    • Solution: Deactivate the validation rules.
    FIELD_CUSTOM_VALIDATION_EXCEPTION: Bad value for restricted picklist field
    • Reason:

      When unarchiving, Salesforce can encounter data validations such as: validation rules, restricted picklist, duplicate rules etc. In addition to this error message you will be able to see additional text with: Validation rule message,  sf_delete_error_message_object: status_code: FIELD_CUSTOM_VALIDATION_EXCEPTION, error_message: bad value for restricted picklist field: Closed Lost - Account Merged; Originating Class: UpdateOpportunityBeforeMergeAccount, sobject_id: 001C000001CVN1sIAH

    • Solution 1:
    1. Uncheck restricted picklist value.
    2. Add a new value.
    • Solution 2:
    1. Check the restricted picklist option.
    2. Deactivate the new picklist value - and replace with existing picklist value.
    Process Halted
    • Reason:

      The process failed as part of the bulk delete process.

    • Solution: Update configuration settings:
    1. Uncheck the hard delete option in the archive configuration
    2. Uncheck the lookup relation (if possible). If one of the children fails to delete because of the lookup relation.
    INVALID_OPERATION
    • Reason:

      The "Enable Email Drafts for Cases" feature is not enabled.

    • Solution: To insert the email message, add the option to enable Draft emails: Read more here
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