Content Scanning Exceptions

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Integration authorization issue

AUTH_EXCEPTION

We failed to return valid credentials or were notified from the provider that the credentials were incorrect.

  • Cause: If only a few documents, this is most likely that Owner of the document has changed since we started the scan. If many of the documents for a provider have failed with this exception, there is a chance that the Integration is Suspended.

  • Remediation: Verify file status and/or Integration status, then rerun affected files.

Data Could Not Be Retrieved

MAX_RETRY_EXCEPTION

We have exhausted our number of retries for the document. BetterCloud will attempt to download a file 3 times in 30 minutes before throwing this error.

FILE_DOWNLOAD_EXCEPTION

When downloading the file from the specified provider, the provider gave us an empty response.

  • Cause: Provider issue or corrupt document.

  • Remediation: Check the provider's status page to ensure there are no outages. Rescan affected files.

FILE_METADATA_EXCEPTION

When requesting the file metadata from the specified provider, the provider gave us an empty response or was missing the download link.

  • Cause: Provider issue or corrupt document.

  • Remediation: Check the provider's status page to ensure there are no outages. Rescan affected files.

NOT_FOUND_EXCEPTION

Upon requesting the the file metadata or attempting to download the file, the provider notified us that the file no longer exists.

  • Cause: Typically this is due to the file having been deleted since the scan has started and it not yet being reflected in our system.

  • Remediation: Verify file has been deleted.

SCAN_EXCEPTION

Google DLP failed to scan the file contents, and threw an exception.

  • Cause: Failed to scan the file contents, this is likely due to an issue with the Google DLP API or with the content of the document itself.

  • Remediation: Rerun affected files. If this continues, contact our Support team.

TEXT_EXTRACT_EXCEPTION

We failed to parse the text from the downloaded file.

  • Cause: The file was encrypted, corrupted, or has been renamed so that the extension does not match the metadata. An example would be renaming the extension on a file from JPG to TXT before uploading it into Google (NOTE: this causes Google Drive to display it corrupted as well).

  • Remediation: Decrypt (if possible), fix, or re-upload the file into the specified provider.

Unsupported integration

UNSUPPORTED_PROVIDER_EXCEPTION

The document selected is for an Integration that we do not currently support in Content Scanning.

  • Cause: We do not currently support content scanning for files on this provider.

  • Remediation: Please enter a feature request for the provider.

Unsupported file type

UNSUPPORTED_MIME_TYPE_EXCEPTION

The document selected is for a file/MIME type that we do not currently support in Content Scanning.

  • Cause: We do not currently support content scanning for this type of file.

  • Remediation: Please enter a feature request for the file type.

File size too large

FILE_CONTENT_CHARACTER_COUNT_EXCEEDS_LIMIT_EXCEPTION

The document selected has a greater number of characters in its text than we can currently support scanning.

  • Cause: The number of characters in the file’s text exceeds our current limit of 500,000.

  • Remediation: Request if it is possible to split the document into multiple documents. Enter a feature request to increase the character limit.

FILE_SIZE_EXCEEDS_LIMIT_EXCEPTION

The document selected has a greater file size than we can currently support scanning.

  • Cause: The file size of the document exceeds our current limit of 50 MBs.

  • Remediation: Request if it is possible to split the document into multiple documents. Enter a feature request to increase the file size limit.

Unknown Error

UNKNOWN_EXCEPTION

The document has failed scanning due to an unknown reason. This category is a catch-all that we can use until the reason for the issue is known. Please try the content scan again and contact our Support team if the error persists.

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