Troubleshooting

Throttling Limit Reached, Stopping Migration

You notice the error “Throttling limit reached, stopping migration” in the user migration logs. Cause 1 Google connector: As explained in this article, Google has its own throttling limitations which means you can only migrate between 2.5 and 3.5 GB of data within 18-24 hours per user. Cloudiway automatically stops the migration of a user […]

Contents (Contacts, Appointments, Files) Are Ignored

You are migrating a mailbox and you are seeing ignored items. This article explains what are ignored items. You may have ignored mails or ignored calendars if you are migrating between specific date ranges. You may have ignored mails if migration of Trash is disabled. The platform migrates the mails. When an item is not […]

Pre-Processing Error – Wrong Tenant

You may receive an error saying something similar to: Pre-Processing Error for (username) : Error Authenticating : invalid_resource…(additional error info)…  You might have sent your authentication request to the wrong tenant. This error is common in cases where the source or target Office 365 connector contains an incorrect Tenant Name or improperly formatted Tenant Name. In […]

Can’t Edit Appointments After Migration

This article explains why users cannot edit an appointment after migration and provide a solution to address this issue.   This issue is supposed to happen only for migration between Exchange servers (Exchange to Office 365, Office 365 to Office 365, for example). When calendars are migrated from an Exchange server and injected into another […]

How to remove the licenses limit in the project

If you face this error “Initialization error: Limit of allowed licenses reached” you may need to check the limit number of licenses that a project can consume. To do so, edit the project by clicking the pen icon to the left of the project name: Then set the limits in the Licenses Settings section. The […]

Wrong Permission Everyone Except External Users In OneDrive

Sometimes, a default permission “Everyone except External users in OneDrive” appears in all files and folders in your OneDrive. This permission has not been created by the Cloudiway platform. The Cloudiway platform creates permissions on individual files and folders. But this permission comes from the site settings and Cloudiway has no code that creates permissions […]

Cloudiway License Is Invalid

Before starting the migration, a mail, file, group, etc., you may get the message “License Is Invalid”.  This is due to the type of license you are using to migrate that source.  More information on license can be found here: https://help.cloudiway.com/article/license-management/ Please make sure you purchased the right license from the Shop: You will need […]

Migration Status: License Exceeded

During your migration, a user, site, group, etc., migration may stop with the message “License Exceeded”.  This is due to the limitations of the license you are using to migrate that source.  More information on license limits can be found here: https://help.cloudiway.com/article/license-management/   To continue the migration, you will need to make sure there are […]

Troubleshoot Permissions Or Membership Migration Issues

During migration, you may hit 2 distinct problems, very similar in the resolution: Migration of permission issue: one or more permissions may not be migrated Migration of group membership issue during a group or a site migration. For troubleshooting these issues, please follow these steps and if necessary, open a ticket to our support and […]

Cloudiway Support And Services SLA

Support SLA Standard Support: Support SLA are described here: https://cloudiway.com/support/ Basic support is done during your business hours from Monday to Friday 9:00 AM – 6:00 PM. SLA are 8 business hours. Only critical issues (platform down) have a one-hour SLA 24×7. SLA means maximum response time but we usually respond faster. Basic support is […]

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