Topic
This article explains how to troubleshoot authentication issues in NinjaOne SaaS Backup.
Environment
NinjaOne SaaS Backup
Description
When encountering authentication issues in NinjaOne SaaS Backup, there are several possible causes. This guide is designed to help you troubleshoot issues and resolve the most common causes.
The first thing to determine, before we can properly investigate an issue, is what kind of problem you are having. The main question to ask yourself here is whether you are having issues connecting to your environment or to a specific user (or subset of users). The best way to check this is to take a look at all your backups and see if some of them are successful or if they are all failing.
Issues With Specific Users
If you are seeing an authentication or connection error with a single user or a small subset of users, the issue is typically specific to that user. In cases like this, sign in to your environment as an Admin and check the following:
- Confirm that the user exists and that the user's address matches what you see in NinjaOne SaaS Backup.
- Confirm that the user is active and not disabled or blocked within the environment.
- Check the licensing for the user in order to ensure they have a license that allows them a mailbox. When backing up OneDrive for a user, ensure the applied license includes it as well.
- Make sure the user's mailbox (and OneDrive, if applicable) is enabled and accessible to the user.
If you do not find any issues with the user themselves, please check the environment connections outlined in the next section. While not common, it is possible that issues with our connection to the environment are resulting in issues with just a few mailboxes.
Issues With Environment Connection
If you are seeing errors with all of your users, of if the error occurs during the setup of your organization, then the issue is not likely to be related to an individual user. It could be that some permissions have been revoked (or not added properly) or that a security setting in your tenant is blocking us. Take the following steps to troubleshoot these types of issues:
- Check within the NinjaOne SaaS Backup End-User Portal to see if there is an option available to re-authenticate. Note that you can access the end user portal by either logging into your organization directly or by using the “Login as Client” option from the Partner Portal.
- To check this, log into the end-user portal for your organization and navigate to the “Account Settings” page. This can be found in the account drop-down menu in the upper right corner of the page.
- The credentials tab in Account Settings shows the status of our connection to your environment. If there are errors here, you should see a re-authentication option.
- Check within Entra ID to see if you have any conditional access policies in place that might be interfering with NinjaOne SaaS Backup’s ability to connect to your environment. Likewise, check whether you have any connection filtering in place that requires whitelisting NinjaOne SaaS Backup IP addresses.
- If using the Global Admin connection method, ensure the backup admin account created still exists and has not been deactivated.
If you aren’t able to identify and resolve the issue with the above steps, please create a ticket with our support team. You can do this via the “Submit a request” button at in the upper right of this page (if signed in) or by sending an email to support@dropsuite.com. Our support team will assist in determining what is causing your issue and identify the steps needed to resolve it. When reaching out to us, providing screenshots of what you have checked will go a long way toward speeding up the investigation.