Troubleshooting Tips



  • Atleast Microsoft .NET version 4 and PowerShell version 5.1 must be installed.

    • If you have installed the product in any machine that runs an OS version lower than Windows 8 (Windows 7 SP1, Windows 2008 R2 SP1 & Windows 2008 SP1), please make sure that you have Microsoft .NET version 4 and PowerShell version 3 installed in your system.

    1. To check if Microsoft .NET Framework is installed, open Command Prompt from Run. Enter the following command wmic product where "Name like 'Microsoft .Net%'" get Name, Version. Check the displayed version. If the version is below 4, install Microsoft .NET Framework 4 from here.

    2. To check if PowerShell is installed, type PowerShell from Run. If PowerShell is installed, check for its version number by running the command $PSVersionTable. If the version is below 3 or if PowerShell is not installed, install PowerShell V 3.0 from here.

    Note : For machines running Windows 8 and later, Microsoft .Net version 4 and PowerShell version 3.0 come pre-installed.


  • Windows Azure Active Directory Module v1 (MSOnline) must be installed.

    • If Windows Azure Active Directory Module v1 (MSOnline) is not installed, you will not be able to generate a few Azure reports.

    Steps to install MSOnline Module

    1. To check if this module is installed, open PowerShell and enter Get-Module -ListAvailable -Name MSOnline. This will list the module if it is installed. If it is not installed,

      • Open PowerShell as Administrator.
      • Install the MSOnline module with the below command:
        • Install-Module -Name MSOnline -Force
    2. After installing the module, please restart the application.
    3. After starting the application, refresh the tenant data.
      • Click Tenant Settings found in the top right corner.
      • Under Actions,Click on Refresh icon of the tenant.

  • Windows Azure AD v2 (AzureAD) module must be installed to perform this action. 

    • Windows Azure AD v2 (AzureAD) module must be installed to generate reports and do management actions on Azure AD. Please follow the below mentioned steps with administrative rights:

    1. If you had already installed PowerShellGet and nuget package provider, proceed to step (2).
      • Install PowerShellGet using this link
      • Install nuget package provider in PowerShell with the following command Install-PackageProvider -Name Nuget -MinimumVersion 2.8.5.201 -Force;
    2. Now, use the below command to install Azure AD v2 (AzureAD) module Install-Module -Name AzureAD -Force
    3. If the problem still persists, your firewall might be blocking it. Please contact m365managerplus-support@manageengine.com.

  • Azure AD module is incompatible with 32-bit version of the product.

    • You must be using 32 bit version of M365 Manager Plus. Windows Azure Active Directory Module v2 (AzureAD) must be installed to manage and generate reports on Azure Active Directory, which is not available in 32 bit version.

    Hence follow the below mentioned steps, 

    1. Download and install M365 Manager Plus (64-bit)

    2. To install Azure Active Directory Module v2 (Azure AD):

      • Install PowerShellGet using this link
      • Install nuget package provide in PowerShell with the following command Install-PackageProvider -Name Nuget -MinimumVersion 2.8.5.201 -Force;
      • Now, use the below command to install Azure AD v2 (AzureAD) module Install-Module -Name AzureAD -Force
      • If the problem still persists, your firewall might be blocking it. Please contact m365managerplus-support@manageengine.com.

  • Internet Connection! Please check your internet connection.

    1. The product requires an active internet connection to interact and function as desired. Please make sure that your internet connection is active and stable.

    2. To allow the product to interact with Microsoft 365, add these ports and url’s to your firewall’s allowed to connect to the internet list. Failure to do so will result in certain features not working as intended.
  • Database backup failed.

    • PostgreSQL

    The backup fails due to one of the following reasons.

    1. The backup file size exceeds the available free space.
      • Free up some space in the product installation directory and try again.
    2. User Logon Account does not have Write permission for the backup folder
      • Provide the User Logon Account Write permission for <product_installation_directory>/Patch/backupDB folder.
    3. The database is down.
      • Bundled PostgreSQL users,
        • Navigate to <product _installation_directory>\bin folder
        • Start Command Prompt as an administrator
        • Execute the command startDB.bat to start the database.
      • External PostgreSQL users,
        • Open Run window using Winkey + R
        • Type services.msc
        • Locate PostgreSQL service based on version installed.
        • Right click and choose Start.
        • If the External PostgreSQL is not listed
          • Open Command Prompt
          • Navigate to <postgres_installation_directory>\bin
          • Execute pg_ctl -D "<postgres_installation_directory>\data" start
    4. Missing pg_dump.exe file in the <product _installation_directory>\pgsql\bin folder.
      • Download the file from this page based on the PostgreSQL version you are on. To find the PostgreSQL version. Run the below command in <product _installation_directory>\pgsql folder.
        • postgres -V

    If the problem still persists please contact m365managerplus-support@manageengine.com.

    MSSQL

    The backup fails due to one of the following reasons.

    1. The backup file size exceeds the available free space.
      • Free up some space in the product installation directory and MSSQL Installation directory and try again.
    2. User Logon Account does not have Write permission for the backup folder
      • Provide the User Logon Account Write permission for
        - <product_installation_directory>/Patch/backupDB folder.
        - <MSSQL_SERVER_installation_directory>/MSSQL/Backup folder.
    3. Database Version incompatibility.
      • M365 Manager Plus and M365 Security Plus supports MSSQL 2008 and above. Please migrate to a compatible database version.
    4. The database is down.
      • To start your database,
        • Ensure that the TCP/IP port is set to static in the SQL Server Configuration Manager.
        • Ensure that the SQL Server Browser is Enabled and Running.
        • Restart the MSSQL Server.

    If the problem still persists please contact m365managerplus-support@manageengine.com.


  • Untrusted certificate provider

    • This error occurs when certificate based authentication is used in firewall, and the product's JRE does not trust the certificate. To rectify this condition, the certificates must be added to the JRE's trusted certificate store. To add the certificate to the trust store,

    • Navigate to <product_installation_directory>/jre/bin.
    • Open command prompt as an administrator.
    • Run the following command
      • keytool.exe -import -trustcacerts -alias "certAlias" -file "certPath" -keystore ..\lib\security\cacerts
      • certAlias - A name of your choice.
      • certPath - Path of the certificate.
    • You will be prompted for a password. The default password is changeit. Provide the password and hit Enter.
    • Restart the product.

  • Elasticsearch has been switched to read-only mode due to low disk space (<1 GB). Please free up some space.

    • Elasticsearch is a distributed search engine which helps to analyze huge volumes of data in near real-time. Unlike conventional techniques, Elasticsearch fetches data real quick which results in reduced report generation time, quicker threat detection, and a lot more. In M365 Manager Plus we use Elasticsearch in the following modules,

    • Reports
    • Audit
    • Alert
    • Content search

    Recommended:

    It is advised to have at least 1 GB free hard disk space for Elasticsearch to function effectively. If the disk space runs low, Elasticsearch will be switched to read-only mode, during which the data collected from native will not be stored in the engine. To enable Write for Elasticsearch,

    1. Free up space in hard disk to maintain the recommended threshold.
    2. Restart the product.

  • MicrosoftTeams module must be installed.

    • If MicrosoftTeams module is not installed, you will not be able to view any general reports on Skype for Business.

    Note: PowerShell version 5.1 or higher is required to install MicrosoftTeams PowerShell module.

    Steps to download and install MicrosoftTeams Module

    1. To check if the module is installed, open PowerShell and enter Get-module -ListAvailable -Name MicrosoftTeams.
    2. If MicrosoftTeams module is already installed, it will be listed in the result. Else, run the below PowerShell command as an administrator.
      3. Install-Module -Name MicrosoftTeams -Force;
    3. After installing the module please restart the application.

  • .NET version needs to be upgraded to generate this report.

    • For General Skype reports, Microsoft .NET framework version 4.7.2 or higher is required.

    1. To check if Microsoft .NET Framework is installed, open Command Prompt from Run.
    2. Enter the following command
      3. wmic product where "Name like 'Microsoft .Net%'" get Name, Version.
    3. If the version is below 4.7.2, Download and install Microsoft .NET framework 4.7.2 from here

  • MicrosoftTeams module is incompatible with 32-bit version of the product.

    • You must be using 32 bit version of M365 Manager Plus. MicrosoftTeams, which is required to generate reports on Skype for Business is not available for 32-bit version.

    To resolve this issue,

    1. Download and install M365 Manager Plus (64-bit)
    2. Follow these steps to install MicrosoftTeams module.
    3. After installing the module, please restart the application.

  • Updating the Microsoft Teams PowerShell module

    • Microsoft retired all the earlier versions of the Microsoft Teams PowerShell module on June 15, 2022. Only the module versions present in the 4.x.x series and later are supported now. Therefore, it is recommended that you update the Microsoft Teams PowerShell module to the latest version available for smooth functioning of the product.

    Follow the steps below to update the Microsoft Teams PowerShell module:

    1. Run the PowerShell command below as an administrator on the machine where the product is installed:
      Update-Module -Name MicrosoftTeams -Force
    2. Once the module has been updated, please restart the product.
    3. If the problem persists, please contact m365managerplus-support@manageengine.com.

  • Enable access to Azure AD applications configured in M365 Manager Plus

    • M365 Manager Plus uses applications in Azure AD to fetch data for report generation and other tasks. When the administrator disables access to these applications, report generation will fail. If this happens, users will face this error.

    To resolve this error, Azure AD application access must be enabled for all users.

    Note: Only an administrator or a user with appropriate permissions can enable access.

    To enable Azure AD application access:

    • Log into Azure.
    • From the left pane, choose Enterprise Applications.
    • From the Application type drop-down, choose All Applications.
    • Find and select the application created for M365 Manager Plus.
    • Select Properties from the left pane.
    • Toggle to Yes next to Enable users to sign-in?

  • Install the latest MSOnline module

    • To install the latest MSOnline module:

    • Uninstall the old MSOnline module v1.0.
      • Go to Control Panel > Uninstall a program.
      • Search for Windows Azure Active Directory Module for Windows PowerShell and uninstall it.
    • Now, run the following command in the Command Prompt as an administrator to install latest MSOnline module in the machine where M365 Manager Plus is installed:
      • Install-Module -Name MSOnline -Force

  • The service account is disabled for remote PowerShell

    • If your service account is disabled for remote PowerShell execution, enable it by running the following command in PowerShell as an administrator:

    Set-User -Identity <service account> -RemotePowerShellEnabled $true

  • Tenant configuration errors

    • You will see one of the following conditions if tenant configuration is incomplete.

  • REST API Access column in Tenant Settings shows 'Enable Now'

    • Cause

    • The above error will be shown if you have not granted all the permissions required by M365 Manager Plus while configuring the tenant.

    Solution

    • Follow the steps in this document to enable REST API access with the required permissions.
  • REST API Access column in Tenant Settings shows 'Update Permissions'

    • Cause

    • The above error will be shown if M365 Manager Plus needs a few additional permissions for the newly added features to work.

    Solution

    • Follow the steps in this document to grant the required permissions for REST API access.
  • 1. Service Account column in Tenant Settings shows 'Configure'.
    2. Status column in Tenant Settings shows 'Failed to create a service account' or 'Service account is not configured'.

    • Cause

    • One of the above errors will be shown if the service account creation could not be completed.

    Solution

    • Follow the steps below to resolve this issue.
      • Create an Microsoft 365 service account with following roles: Exchange Admin, Global Reader, Privileged Authentication Admin, Privileged Role Admin, Teams Service Admin, and User Admin.
      • In M365 Manager Plus, click on the Configure option under the Service Account column.
      • Provide the credentials of the service account you had created.
      • Click on Update.
  • Status column in Tenant Settings shows 'Service Account password has expired'.

    • Cause

    • The above error will be shown if the service account password has expired.

    Solution

    • Reset the service account password from its user profile in the Microsoft 365 admin center, and update the new password for the service account in the configured tenant.
  • Status column in Tenant Settings shows 'Azure AD Secret Key is invalid'.

    • Cause

    • The above error will be shown if the Application Secret Key is invalid or has expired.

    Solution

    • Check this document to know how to get your Azure AD Application Secret Key.
    • Update the Secret Key in the product's Tenant Settings.

  • To test the connectivity of your Microsoft 365

    1. To test the connectivity of your Microsoft 365 environment using PowerShell, follow the steps listed here.


  • Dashboard graph empty

    1. Make sure that the report corresponding to the graph can be generated without any issue for the specified number of days.

    2. If the report cannot be generated, follow the troubeshooting tips listed based on the cause of error.

    3. If the report can be generated but the graph in the dashboard does not mirror the values, contact m365managerplus-support@manageengine.com .


  • Access Denied

    1. Make sure that you have entered the correct user name and password.

    2. Check if the user account is blocked. To check if an account is blocked, follow the steps listed here.

    3. Check if the required roles are assigned to the service account. Click here to view the list of required roles.

    4. Run the Microsoft365Troubleshoot.ps1 script file

      • Open PowerShell as the administrator.
      • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
      • Run the below script:
        <install-dir>/bin/Microsoft365Troubleshoot.ps1

        • Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.

      • Enter the username and password of the configured Microsoft 365 account.
      • If Exchange session returns a value Error Occurred, the problem is with the configured account.
        • If the problem occurs when you try to configure an Microsoft 365 tenant, try using a dedicated service account to configure M365 Manager Plus by following the steps listed here.
        • If the problem occurs at any other stage, please contact m365managerplus-support@manageengine.com with a screenshot of the error.

  • Invalid account

    1. Make sure that you have entered the correct user name and password.

    2. Run the Microsoft365Troubleshoot.ps1 script file

      • Open PowerShell as the administrator.
      • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
      • Run the below script:
        <install-dir>/bin/Microsoft365Troubleshoot.ps1

        • Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.

      • Enter the username and password of the configured Microsoft 365 account.

  • Password Expired

    1. Please check if you can log in to the Microsoft 365 portal with the user account.

    2. Reset the account password and try again.


  • Logon failure

    1. Please check if you can log in to the Microsoft 365 portal with the user tenant.

    2. Check if the user account is blocked. To check if an tenant is blocked, follow the steps listed here.


  • Open Session failure/ Connection Error

    1. The error occurs when a PSSession can not be opened successfully.

    2. Run the Microsoft365Troubleshoot.ps1 script file

      • Open PowerShell as the administrator.
      • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
      • Run the below script:
        <install-dir>/bin/Microsoft365Troubleshoot.ps1

        • Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.

      • Enter the username and password of the configured Microsoft 365 account.
      • If Exchange session returns a value Error Occurred, the problem is with the configured account.
        • If the problem occurs when you try to configure an Microsoft 365 tenant, try using a dedicated service account to configure M365 Manager Plus by following the steps listed here.
        • If the problem occurs at any other stage, the error may be temporary and try again after some time. If the issue persists, please contact m365managerplus-support@manageengine.com .

  • Permission denied

    1. Run the Microsoft365Troubleshoot.ps1 script file

      • Open PowerShell as the administrator.
      • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
      • Run the below script:
        <install-dir>/bin/Microsoft365Troubleshoot.ps1

        • Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.

      • Enter the username and password of the configured Microsoft 365 account.
      • If Exchange session returns a value Error Occurred, the problem is with the configured account.
        • If the problem occurs when you try to configure an Microsoft 365 tenant, try using a dedicated service account to configure M365 Manager Plus by following the steps listed here.
        • If the problem occurs at any other stage, please contact m365managerplus-support@manageengine.com with a screenshot of the error.

  • Authentication Error

    1. Make sure that you have entered the correct user name and password.

    2. MicrosoftTeams module does not support App Password. If the Service Account is MFA-enabled, please provide the account password.

    3. The Microsoft 365 authentication system may be not functioning properly. Please try again after some time.


  • Operation Stopped

    1. MSOnline module might have some compatibility issues.
      • To check your module version run the below script:
        (Get-Item C:\Windows\System32\WindowsPowerShell\v1.0\Modules\MSOnline\Microsoft.Online.Administration.Automation.PSModule.dll).VersionInfo.FileVersion
      • If the version is higher than the suggested version, uninstall the module and install the compatible module using the below command
        1. Open PowerShell as Administrator.
        2. Install the MSOnline module with the below command:
          • Install-Module -Name MSOnline -Force
      • If the version matches, try reinstalling the module.
    2. Microsoft Online Services Sign-in Assistant may not be ready yet. To restart the service:
      • Type services.msc in Run and hit enter.
      • Find Microsoft Online Services Sign-in Assistant, right click and select restart.
    3. This error may arise due to credentials without proper permission when the product is installed as a service. To resolve this, try using Domain User account as a Service Logon account. To do this:
      • Type services.msc in Run and hit enter.
      • Right click ManageEngine Office365 Manager Plus and select Properties.
      • Select Log On tab.
      • Select This Account and type the valid credentials.
      • Click OK.
    4. Your tenant might not be available in default Azure environment :

      • Click Tenant Settings option found at the top right corner.

      • Choose the correct Azure cloud environment from Azure Environment drop-down.

    5. If the problem still persists, run the Microsoft365Troubleshoot.ps1 script file a
      • Open PowerShell as the administrator
      • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
      6. Run the below script: <installdir>/bin/Microsoft365Troubleshoot.ps1

      Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.


  • Unified Audit Log must be enabled to fetch data

    • The following reports require Unified Audit Log to be enabled:

    • Azure Admin Activity
    • SharePoint Admin Activity
    • All OneDrive activity reports 

     

    To enable collection of Unified Audit Log data, follow either of these two steps.

    1. Enable collection of unified audit log data through Microsoft Microsoft 365 portal.
      • Login to Microsoft 365 Portal and navigate to Security & Compliance Center tab.
      • Click Search and investigation menu from the tab in the left and click Audit log search.
      • In the window that appears, click on Start recording user and admin activity.
      • In the pop-up that appears, click Turn On.

    2. Enable collection of unified audit log data through PowerShell
      • Run the following cmdlets in PowerShell.
      • $UserCredential = Get-Credential;$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell-liveid/ -Credential $UserCredential -Authentication Basic -AllowRedirection;Import-PSSession $Session -CommandName Set-AdminAuditLogConfig
      • Set-AdminAuditLogConfig -UnifiedAuditLogIngestionEnabled:$True
      • Remove-PSSession $Session

  • Incomplete Audit Reports

    • To generate audit reports for all operations, follow the steps listed below.

    • Open PowerShell as the administrator.
    • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
    • Run the below script:
      <install-dir>/bin/Microsoft365Troubleshoot.ps1

      • Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.

    • Enter the username and password of the configured Microsoft 365 account.
    • If Exchange session returns a value Error Occurred, please contact m365managerplus-support@manageengine.com to resolve this issue.
    • If the Exchange session returns a success value, follow the steps listed below:
      • Run the script provided below to enable auditing for the connected Microsoft 365 tenant.
        Set-AdminAuditLogConfig -UnifiedAuditLogIngestionEnabled $true
      • Proceed with enabling auditing for the individual mailboxes.
        • Enabling complete auditing for all mailboxes
        • Enabling complete auditing for particular mailboxes
        • Enabling auditing for select operations for all mailboxes

          • To enable complete auditing for all mailboxes

          Get-Mailbox -ResultSize unlimited |Set-Mailbox -AuditEnabled $true -AuditOwner Create,HardDelete,MailboxLogin,Move,MoveToDeletedItems,SoftDelete,Update -AuditAdmin Copy,Create,FolderBind,HardDelete,MessageBind,Move,MoveToDeletedItems,SendAs,SendOnBehalf,SoftDelete,Update -AuditDelegate Create, FolderBind, SendAs, SendOnBehalf, SoftDelete, HardDelete, Update, Move, MoveToDeletedItems


          To enable complete auditing for particular mailboxes

          Set-Mailbox -Identity abc@microsoft.com -AuditEnabled $true -AuditOwner Create,HardDelete,MailboxLogin,Move,MoveToDeletedItems,SoftDelete,Update -AuditAdmin Copy,Create,FolderBind,HardDelete,MessageBind,Move,MoveToDeletedItems,SendAs,SendOnBehalf,SoftDelete,Update -AuditDelegate Create, FolderBind, SendAs, SendOnBehalf, SoftDelete, HardDelete, Update, Move, MoveToDeletedItems


          To enable auditing for select operations for all mailboxes

          Get-Mailbox -ResultSize unlimited |Set-Mailbox -AuditEnabled $true -AuditOwner Create,HardDelete,MailboxLogin,Move,MoveToDeletedItems,SoftDelete,Update -AuditAdmin Copy,Create,FolderBind,HardDelete,MessageBind,Move,MoveToDeletedItems,SendAs,SendOnBehalf,SoftDelete,Update -AuditDelegate Create, FolderBind, SendAs, SendOnBehalf, SoftDelete, HardDelete, Update, Move, MoveToDeletedItems
          Identify the operations that you want to be audited from the underlined section and exclude the rest from the script.


  • Incomplete User Reports or Mailbox Reports

    • If any of the generated reports under users or mailboxes section do not contain information for certain individuals, then follow the steps listed below.

    • Check if the user’s information is displayed in the All Users report or Mailbox Users report.
    • If the user’s information is displayed there, the reason for the partial data in the report is that the specific user is not managed by M365 Manager Plus.

    To rectify this, purchase more licenses or reassign licenses to accommodate the user by following the steps listed below:

    • In M365 Manager Plus, select the Tenant Settings option found at the top right corner.
    • Click Manage Licenses link at the right-corner of the window.
    • Click the Total Number of Users in the Managed Users column. This will open a pop-up.
    • Click icon to search for the specified user
    • Select the check box against the particular user
    • Click OK to save the selection.

  • This Microsoft 365 account has been blocked

    1. This account has been blocked by the administrator.

    2. Contact your administrator to login to M365 Manager Plus.


  • The data for this report is currently being generated in the background.

    • This message indicates that,

    1. The data for this report is currently being generated in the background for some other report opted by you.

    2. Or the data is already being generated in the background by some other user.

    Note:

    If the data generation was successful in either of the above mentioned cases, it will be updated automatically. Hence try switching to any other report and check the required report at a later time.


  • Please choose the correct Azure environment.

    • Click Tenant Settings option found at the top right corner.

    • Choose the correct Azure cloud environment from Azure Environment drop-down.

  • Invalid service account password.

    • Cause

    • This error will be shown if the service account password entered is incorrect or has expired.
    • Also, if the service account was configured earlier, using the application password.

    Solution

    • Create a new password in the Microsoft 365 portal and update it in the product.
    • If MFA has not been enabled, reset the service account password in the Microsoft 365 portal and update the password in the product.
    • If MFA has been enabled, bypass MFA for the service account. Follow the steps listed here to bypass MFA.
  • Invalid Application Password.

    • Cause

    • This error message is shown if the application password entered has been deleted or expired.

    Solution

    • Create a new application password and update the same in the product's tenant settings.
  • Missing Azure AD application.

    • Cause

    • This error message is shown if the Azure AD application is deleted.

    Solution

    • Configure a new application in the Azure portal. Follow the steps listed here to configure your application, manually.
  • Missing Azure AD application scope or permission.

    • Update the necessary permissions in the application.
    • You can check and update permissions by navigating to Tenant Settings > Rest API Access > Update Permissions.
  • Data collection API is not available in this environment.

    • Unable to generate reports that use the /identity/conditionalAccess/ endpoint of data collection API as it is not supported for national clouds like Azure AD for US Government, Azure AD China, and Azure AD Germany.
  • Tenant does not have a SharePoint Online license.

    • Unable to generate SharePoint Online reports in M365 Manager Plus as your tenant does not have a SharePoint Online license. Kindly purchase a Microsoft SharePoint Online license and try again.
  • The Microsoft Graph API required to generate this report is not supported for your tenant.

    • This error occurs when the /reports endpoint of Microsoft Graph API is not supported for national clouds like Azure AD for US Government and Azure AD Germany. M365 Manager Plus is unable to generate certain reports that use the /reports endpoint to retrieve information from Azure AD.
  • User information hashed in reports.

    • Error: Identifiable user information hashed in M365 Manager Plus reports.

    Solution: Due to Microsoft's privacy settings, identifiable user information may appear hashed in M365 Manager Plus reports. Follow the steps below to show identifiable user information in reports.

    • Login to the Microsoft 365 admin center as a Global Administrator.
    • Go to Settings > Org Settings > Services.
    • Select Reports from the given list.
    • Uncheck Display concealed user, group, and site names in all reports.
    • Click Save.

    Note: Please note that the changes will automatically reflect in the product only after the next report sync.

    To perform manual sync, go to Product scheduler > DefaultRestAPISync > Run now.

  • Basic authentication is disabled.

    • If basic authentication is disabled, the user will not be able to run Exchange-related activities through PowerShell scripting. In such cases, reports or management tasks will fail to execute. To turn on basic authentication in WinRM, open an elevated Command Prompt and run:

    winrm get winrm/config/client/auth

    If Basic = true is not found, run the below command:

    winrm set winrm/config/client/auth @{Basic="true"}

    In elevated PowerShell, run the below command to modify the Windows registry:

    Set-ItemProperty -Path 'HKLM:\SOFTWARE\Policies\Microsoft\Windows\WinRM\Client' -Name 'AllowBasic' -Type DWord -Value '1'

    For more details, please refer to this document.

  • Frequent Microsoft credential pop-up.

    1. This can happen if the configured service account password is invalid or the account is blocked.
    2. Check if MFA is enabled for the account. To bypass MFA for the account, kindly read this.
    3. Once the above changes are made, close the pop-ups and wait for a few minutes. If the pop-up reappears, restart the product.

  • Other Errors

    1. Run the Microsoft365Troubleshoot.ps1 script file

      • Open PowerShell as the administrator.
      • Run the command Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Force -Scope process.
      • Run the below script:
        <install-dir>/bin/Microsoft365Troubleshoot.ps1

        • Note: <install-dir> here refers to the directory in which you have installed the M365 Manager Plus application.

      • Enter the username and password of the configured Microsoft 365 account.
      • If Exchange session returns a value Error Occurred, the problem is with the configured account.
        • If the problem occurs when you try to configure an Microsoft 365 tenant, try using a dedicated service account to configure M365 Manager Plus by following the steps listed here.
        • If the problem occurs at any other stage, please contact m365managerplus-support@manageengine.com with a screenshot of the error.

  • Insufficient privilege to perform the operation

    1. When REST API is enabled appropriate roles are required for the Azure application to perform privileged operations like Reset password, Block/Unblock users, Change authentication information, Delete user, Restore user and Hard delete user.

      • Help Desk Administrator role should be assigned to allow technicians to update details of non-administrators and other help desk administrators.

      • Privileged Authentication Administrator or Global Administrator role should be assigned to allow technicians to update details of all users (administrators and non-administrators).

    2. Check this page to know how to assign roles.


  • Data generation failed. Update REST API permissions in Tenant Settings.

    • Cause

    • This error occurs when the product fails to fetch data from Azure AD due to insufficient REST API permissions.

    Solution: Update REST API permissions with the following steps.

    • Go to Tenant Settings at the top-right corner of the product's home page.
    • Click on Update Permissions in the Rest API Access column for the required tenant.
    • You will now be redirected to Microsoft 365 login. Enter the credentials of a Global Administrator account.
    • Click on Accept to grant Read Service Health permissions and to update the REST API permissions successfully.

  • This Microsoft 365 account has been blocked

    1. This account has been blocked by the administrator.

    2. Contact your administrator to login to M365 Manager Plus.


  • You must change your Microsoft 365 account password before you can login

    1. An Administrator has changed the password to your Microsoft 365 account.

    2. Login to Microsoft 365 Portal and reset your password to login to ManageEngine M365 Manager Plus


  • Rest API authentication required

    1. Rest API based authentication must be enabled for MFA-enabled / Federated Help Desk Technician accounts.

    2. Once enabled, users with MFA-enabled / Federated Accounts will be redirected to Microsoft 365 portal for authentication to access M365 Manager Plus.

    3. Click here to enable Rest API based authentication


  • An unexpected error occurred

    1. The error occurs when a PSSession can not be opened successfully.

    2. Make sure that you have entered the correct user name and password.

    3. If the problem still persists, contact your administrator.


  • Access Denied

    1. Make sure that you have entered the correct user name and password.

    2. If the problem still persists, contact your administrator.


  • The Redirect URI is not found in the application

    1. In the Redirect URI of the application configured for M365 Manager Plus in Azure AD, add your machine name or IP address, port number, followed by the paths mentioned below. (Eg: https://testmachine:8365/webclient/GrantAccess, http://localhost:8365/AADAuthCode.do) Know more.
      • /webclient/VerifyUser
      • /webclient/GrantAccess
      • /AADAuthCode.do
      • /AADAppGrantSuccess.do
    2. Click Add URI to add the below Redirect URIs in the subsequent rows. Please note that for users with M365 Manager Plus build 4409 or higher, Redirect URIs (b) and (c) are optional.
      • https://identitymanager.manageengine.com/api/public/v1/oauth/redirect
      • https://demo.o365managerplus.com/oauth/redirect
      • https://manageengine.com/microsoft-365-management-reporting/redirect.html
    3. If M365 Manager Plus is accessed from AD360 or Log360 products with reverse proxy enabled update the endpoints by providing the above mentioned paths in the Redirect URI fields. The user should include the accessing URI with the above mentioned paths, like:
      • For context based reverse proxy: https://<AD360/Log360 hostname>:<reverse proxy port>/<reverse proxy context>/webclient/VerifyUser
      • For port based reverse proxy : https://<AD360/Log360 hostname>:<reverse proxy port>/webclient/VerifyUser.
  • Unable to save the changes. Please try again later.

    1. Make sure that the product is running in the standby server.

    2. Ensure that firewall is disabled for the port in which the product is installed.


  • Data engine update failed due to insufficient storage.

    1. The storage space of the drive in which the product is installed is insufficient to complete the migration. When you increase the storage space and restart the product, the migration will restart automatically.

  • Product successfully updated. Data engine update failed due to insufficient storage.

    1. The storage space of the drive in which the product is installed is insufficient to complete the migration. When you increase the storage space and restart the product, the migration will restart automatically.


  • Please install the correct version of MSOnline module.

    • App Password is required to configure MFA-enabled accounts in Tenant Settings, which is not supported by the latest MSOL version. Please contact m365managerplus-support@manageengine.com.

  • Steps to check whether a user account is blocked from logging in:

    • Log in to Microsoft 365 portal .
    • Navigate to Users → Active Users.
    • In the filters drop-down box, select Sign-in Blocked.
    • Check if the user account is blocked from logging in.

  • Steps to create a dedicated service account:
    • Log in to the Microsoft 365 portal .
    • Navigate to Users → Active Users → Add a User.
    • Create a new user by filling the mandatory fields display name and user name.
    • In the password section, select Let me create the password and enter a password for the user account.
    • Uncheck the Make this user change their password when they first sign in.
    • In the product licenses section, select Create user without product license.
    • Click Next.
    • Under the Roles option, select Admin center access and choose the required roles (Exchange Admin role is mandatory). Click here to view the list of the required roles. Click Next.
    • Click Save.
    • Use this account to configure your Microsoft 365 tenant in M365 Manager Plus.

    If the problem persists, contact m365managerplus-support@manageengine.com.


  • When I add my domains manually, the domain controllers (DCs) are not resolved. Why?

    1. This problem occurs when the DNS associated with the machine running M365 Manager Plus does not contain the necessary information. You need to add the DCs manually.


  • When I add a DC, I get an error that says "The Servers are not operational." What does that mean?

    • This error could be due to any of the following reasons:

    • The DC is down.
    • The product server is not available.
    • A firewall has been enabled, and port 389 is closed.
    • The network is busy.

  • When I add a DC, I get an error that says "Unable to get domain DNS / FLAT name." What does that mean?

    • This error could be due to any of the following reasons:

    • The specified username or password is invalid.
    • An anonymous login (where no username and password are provided) was performed.
    • The IP address of the DC is specified instead of its name.
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