Troubleshooting BetterCloud Registration

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General

Common Error Messages

This account is already integrated.

The integration you're attempting to register with is already in use on another BetterCloud tenant. Remove it from your existing BetterCloud instance. If you previously were a customer, tried BetterCloud in the past, or cannot track down the existing integration, please contact the Support team.

BetterCloud needs access to your profile and email to continue.

 If redirected to an app called "Auth0," approve the requested authentication.

Google

Common Error Messages

Super admin privileges required to connect integration.

BetterCloud's G Suite integration requires the connecting account to be a Google super administrator.

BetterCloud needs data access via G Suite Marketplace to continue.

If installing BetterCloud for the first time, be sure to click "Grant Access" when prompted.
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If BetterCloud was previously installed, make sure Data Access is set to "Granted":
https://admin.google.com > Apps > Marketplace Apps > BetterCloud
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BetterCloud did not receive permission to continue.

If installing BetterCloud for the first time, be sure to accept and agree to BetterCloud's right to access your G Suite domain data when prompted.
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Sometimes this permission is subject to a propagation delay. If you did accept and agree to BetterCloud's right to access your G Suite domain data and get this error message anyway, please attempt registration one more time.

If BetterCloud was previously installed, make sure BetterCloud is enabled for all organizational units:
https://admin.google.com > Apps > Marketplace Apps > BetterCloud
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Enable API Access

  1. Make sure you have API access enabled:
    https://admin.google.com > Security > API Reference > Enable API access

  2. Make sure API access is not blocked:
    https://admin.google.com > Security > API Permissions
    Note: If some API access is disabled, you can still add BetterCloud as a Trusted App (see below for instructions).

Adding BetterCloud as a Trusted App

If you’ve disabled API access to some Google services, you may need to add both BetterCloud platforms as Trusted Apps.

  1. Navigate to the Trusted Apps settings:
    https://admin.google.com > Security > API Permissions > Trusted Apps

  2. Click the “Whitelist an App” button:

  3. Add BetterCloud for G Suite (OAuth2 Client ID 780732048696) as a Trusted Web Application

  4. Add the new BetterCloud (OAuth2 Client ID 800521135851.apps.googleusercontent.com) as a Trusted Web Application

Okta

Common Error Messages

Invalid API token.

Ensure that your Okta API token is still active and was entered correctly.

Super admin privileges required to connect integration.

Ensure that your Okta API token was generated by an Okta Administrator. Ensure that the entered "Okta User Email" matches the email of the Okta Administrator that generated the token.

Invalid Okta URL.

 Ensure that your Okta Domain URL was entered correctly and matches the format "yourdomain.okta.com"

Okta user not found.

Ensure that your Okta User Email was entered correctly and that the user still exists in your Okta instance.

If you are having trouble registering BetterCloud with Okta, here are some troubleshooting steps that may be helpful:

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Other

If your first attempt to register BetterCloud with Okta failed, we recommend finding and deleting the "BetterCloud OIDC Client" app from Okta before trying to register again.

  1. Log into the Okta admin console
  2. Navigate to Applications > Active
    Image_2020-03-25_at_11.15.21_AM.png
  3. Find and Deactivate the "BetterCloud OIDC Client"
  4. Navigate to Applications > Inactive
    Image_2020-03-25_at_11.18.32_AM.png
  5. Find and Delete the "BetterCloud OIDC Client"

Microsoft

Common Error Messages

Required access or admin privileges needed to connect integration.

BetterCloud's Office 365 integration requires the connecting account to be a Global Admin.

In order to connect, your plan must be at least “Microsoft 365 Business Basic” or “Office 365 E1."

Ensure your plan is at least "Microsoft 365 Business Basic" (formerly known as "Office 365 Business Essentials") or "Office 365 E1."

Dropbox

Common Error Messages

Required access or admin privileges needed to connect integration.

 BetterCloud's Dropbox integration requires the connecting account to be a Team Admin.

Still Having Trouble?

  1. Open a Ticket
  2. Check the Status of BetterCloud
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