Root Element Is Missing - Fatal Error
Resolve server region configuration issues in Office 365 connectors.
Last updated: 2025-01-15 Troubleshooting
Error Message
Fatal Error
Fatal error during migration process: Unable to connect. Please check your credentials. Error message = Root element is missing.
This error prevents the migration from connecting to Office 365.
Region Mismatch Issue
🌍
Your Tenant
Germany/China
≠
🌐
Connector
Worldwide
→
❌
Connection
Failed
Root Cause
Incorrect Server Region Selection
This error occurs when the Office 365 connector is configured with a server region that doesn't match your actual Office 365 tenant location. Microsoft operates separate Office 365 environments for different geographic regions.
Office 365 Regional Environments
- • Worldwide: portal.office.com (default for most tenants)
- • Germany: portal.office.de (German sovereign cloud)
- • China: login.partner.microsoftonline.cn (operated by 21Vianet)
Solution
Select the Correct Server Region
1
Identify Your Region
Determine which Office 365 portal URL you use to access your tenant.
2
Edit Your Connector
Navigate to your Office 365 connector configuration in Cloudiway.
3
Update Server Region
Change the server region setting based on your portal URL:
portal.office.com → Worldwide portal.office.de → Germany login.partner.microsoftonline.cn → China 4
Save and Retry
Save the connector configuration and restart your migration.
Most Common Setting
If you access Office 365 through the standard portal.office.com URL,
keep the server region set to "Worldwide" (the default setting).