Troubleshooting App Connectors using error messages

App connector errors can be seen in the app connector dialog after attempting to connect a cloud app using the API App connector.

Error message Relevant app Description Resolution
HttpRequestFailure: Server returned: 400 Bad Request: {"error":{"code":"AF20012","message":"Specified tenant ID (Tenant_ID goes here) is incorrectly configured in the system." Office 365 No assigned Office 365 licenses were found. Assign at least one Office 365 license to your tenant.
AuthFatalFailureException: com.box.boxjavalibv2.exceptions.BoxServerException: {"error":"invalid_grant","error_description":"Invalid refresh token"} Box The Box refresh token is not valid Follow the process to connect Box to Cloud App Security again.
BoxRestException: Failed to parse response. Box Internal error Click the Test now link again to test the connection to Box.
ContextManagerServiceException: com.adallom.adalib.httputils.exceptions.TokenRefreshException: {"error":"invalid_grant","error_description":"Invalid refresh token"}' Box The Box refresh token is not valid Follow the process to connect Box to Cloud App Security again.
BoxServerException: User cannot access this feature without having an enterprise Box The Box account is not an Enterprise account. Upgrade your Box license to the Enterprise version of Box and then follow the process to connect Box to Cloud App Security again.
BoxServerException: Unauthorized - Cannot authorize with this service Box The Box admin deleted the Cloud App Security application in Box. Follow the process to connect Box to Cloud App Security again.
HttpRequestFailure: Server returned: 401 Unauthorized Okta The Okta token is not valid. Follow the process to connect Okta to Cloud App Security again.
IOException: Okta Internal error Contact support
HttpRequestFailure: Server returned: 404 Not Found Okta Internal error Contact support
SocketTimeoutException: Read timed out Salesforce Internal error Click the Test now link again to test the connection to Salesforce.
HttpRequestFailure: Server returned: 400 Bad Request Salesforce Either the connection to Salesforce did not complete or is expired. Follow the process to connect Salesforce to Cloud App Security again.
HttpRequestFailure: Server returned: 401 Unauthorized Office 365 Internal problem Click the Test now link again
TokenRefreshException: {"error":"invalid_grant","error_description":"AADSTS70002: Error validating credentials. AADSTS70008: The provided authorization code or refresh token is expired. Send a new interactive authorization request for this user and resource. Office 365 Token expired Follow the process to connect Office 365 to Cloud App Security again.
SocketTimeoutException: Read timed out Office 365 Internal error Click the Test now link again
NullPointerException Office 365 Internal error Contact support
IgniteException Office 365 Domain or user are not valid Reset your settings and follow the process to connect Office 365 to Cloud App Security again.
ContextManagerServiceException: com.adallom.adalib.httputils.exceptions.TokenRefreshException: {"error":"invalid_grant","error_description":"AADSTS70002: Error validating credentials. AADSTS70008: The provided authorization code or refresh token is expired. Send a new interactive authorization request for this user and resource. Office 365 Domain or user are not valid Reset your settings and follow the process to connect Office 365 to Cloud App Security again.
HttpRequestFailure: Server returned: 400 Bad Request Office 365 Internal error Click the Test now link again in a few minutes, if it does not work, follow the process to connect Office 365 to Cloud App Security again.
GoogleJsonResponseException: 401 Unauthorized G Suite Access denied. You are not authorized to read activity records. The user you log into G Suite with must be an admin user. Follow the process to connect G Suite to Cloud App Security again using an admin account.
GoogleJsonResponseException: 403 Forbidden G Suite Problem running the G Suite API. If you just deployed the Cloud App Security App Connector for G Suite, check the following: If you clicked Unlimited, make sure that your G Suite account is really unlimited. If it is not, run the App Connector again and un-select the option for an unlimited account. Check that the scopes you defined during setup are correct. If this is not a new deployment and you see this error, it may be that you reached the API limit for today and G Suite events will be renewed tomorrow.
TokenResponseException: 400 Bad Request G Suite Either the connection to G Suite did not complete or is expired. Follow the process to connect G Suite to Cloud App Security again.
RuntimeException: com.adallom.adalib.httputils.exceptions.HttpRequestFailure: Server returned: 403 Forbidden ServiceNow Permissions are incorrect Follow the process to connect ServiceNow to Cloud App Security again using an admin account.
HttpRequestFailure: Server returned: 401 Unauthorized Exchange Online User or password are incorrect Make sure the username and password are correct and Follow the process to connect Exchange Online to Cloud App Security again.
HttpRequestFailure: Server returned: 404 Not Found Exchange Online The user you are using to log into Exchange Online does not have a primary mailbox in Exchange Online (for example, a user who does not exist in Azure AD or a user exists in Azure AD, but does not have an Exchange Online license). Follow the process to connect Exchange Online to Cloud App Security again using a new admin account.
NullPointerException AWS Internal error Contact support
HttpRequestFailure: Server returned: 500 Internal server error All apps There was an error in the app. Check the status of the app
Service timeout All apps A timeout was detected in the connection between Cloud App Security and the app. This could be due to a problem with the app. Try again later.

See Also

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For technical support, please visit the Cloud App Security assisted support page.
Premier customers can also choose Cloud App Security directly from the Premier Portal.