Account Access

Invalid Token Provided. Please refresh this page to sign in.

Reason: When the OwnBackup session expires, the user will be logged out and presented with the login screen again. This error occurs when a login attempt is made without refreshing the browser first.
Solution: Refresh the browser and re-select the region and log in again.

Unable to write to storage. Please check your key management service

Reason: The AWS BYOKMS configuration is not allowing write permissions via the provided key/alias.
Solution: Consult with your AWS expert to review the KMS and User configuration.

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:
- Verify the authenticated user’s profile in Salesforce has the permission “API Enabled”.
- Salesforce User Permission article link.

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:
- Verify the authenticated user’s profile in Salesforce has the permission “API Enabled”.
- Salesforce User Permission article link.

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:
- Verify that the authenticated user has the “Customize Application” permission in the profile.
- Salesforce User Permission article link.

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.

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. Solution 2: If you manually deleted data to the sandbox since the last seed, OwnBackup may not be aware of these changes. For OwnBackup to know what records exist in the selected sandbox, you need to run a reindexing process by clicking Seed in the template builder, and following the steps in the Seed popup. You can select to index the template objects (recommended), or all the destination objects. Indexing all destination objects will increase the duration of the seed.

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 if the trigger is part of a managed package
- Exclude the records that are causing the trigger to run

CANNOT_UPDATE_CONVERTED_LEAD

Reason: Salesforce does not allow updating data of a converted lead.
Solution:
- Use the filter: “converted” EQUAL TO “No” to exclude converted leads from the seeding template.

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. Solution 3: If this is a Partial Sandbox that contains records that we inserted via Salesforce refresh, you need to run a reindexing process by clicking Seed in the template builder, and following the steps in the Seed popup. This allows OwnBackup to know what records exist in the selected sandbox.You can select to index the template objects (recommended), or all the destination objects. Indexing all destination objects will increase the duration of the seed.

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.

OwnBackup for Salesforce Common Errors & Warnings

Account Access

Backup

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

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