Troubleshooting errors that occur while adding Microsoft 365 monitor (For versions upto 16300)

Troubleshooting errors that occur while adding Microsoft 365 monitor (For versions upto 16300)

Prerequisites: 

Ensure that you have met all the prerequisites for the Microsoft 365 monitor.
From Applications Manager version 16300 onwards, Microsoft 365 monitor will use Microsoft Graph API as the primary mode of data collection. 
We have migrated from PowerShell to Graph API as Microsoft 365 PowerShell commands were taking more time to execute for huge resources and needed Administrative user privileges to execute the commands. Microsoft provides only archived data in the Graph API. To monitor live data, use the PowerShell mode considering the user privileges and the time taken to fetch huge resources.
For REST API related common errors in Applications Manager from version 16310, refer this KB.

How to fix "Unable to install Microsoft 365 PowerShell modules" error?

When you try to install the MSOnline module using the Install-Module -Name MSOnline command, if there is an error similar to "Unable to download the list of available providers. Check your internet connection.", it might be due to any of the following reasons:
  1. No internet access: Check if there is proper internet connectivity in the Applications Manager installed server.
  2. TLS 1.2 not present:
    1. To check the available TLS versions, execute the below command in the admin PowerShell window: 
      [Net.ServicePointManager]::SecurityProtocol
    2. If the output does not have the value Tls12, then TLS version 1.2 is not present 
    3. To enable this, open the admin command prompt and execute the following commands: 
      REG ADD HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319 /v SchUseStrongCrypto /t REG_DWORD /d 1 
      REG ADD HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319 /v SchUseStrongCrypto /t REG_DWORD /d 1
    4. Once done, open a new Powershell window and check if the Tls12 is enabled.
    5. If enabled, then try installing the MSOnline module.
If the issue still persists, contact Microsoft Support to troubleshoot the issue as the Install-Module commands are the direct commands provided by Microsoft.

How to fix "Microsoft 365 connectivity modules are not installed." error?

Check if the MSOnline module mentioned in the prerequisites is installed in the AppManager server. Open PowerShell in administrator mode and run the below command and check if the module is listed:
 Get-Module -ListAvailable
If the module is not installed, you need to install it. If you face any issues while installing the module, refer the prerequisites.

How to fix "Tenant Not Found" error?

Open PowerShell in administrator mode and run the below commands and check if the Tenant name used while adding the monitor is same as the Account name in the output. (Enter the credentials when prompted.)
Import-Module MSOnline
Connect-MsolService
Get-MsolAccountSku | select *


How to fix "Authentication Failed. Invalid username and password." error?

  1. Please check the Office 365 tenant name, user email and password provided for monitoring by signing into the office 365 portal (https://portal.office.com/).
    1. Example office 365 user account : username@tenantname.onmicrosoft.com.
  2. If the credentials can be used to sign into the office 365 portal successfully, Please check the below privileges for the account used. The account used for monitoring in Applications Manager should be an administrator with the below roles assigned :
    1. Global Reader
    2. SharePoint Administrator
    3. Microsoft Teams Administrator
  3. If the above is verified, and the Error still exists, Please do the following on the Applications Manager installed machine and send us the output files to troubleshoot further:
    1. Open Powershell -> Run as Administrator.
    2. Navigate to Appmanager_home\working\conf\application\scripts\powershell directory.
    3. Execute the below:
    4. .\Office365CheckConnectivity.ps1 ‘tenant-name’ ‘office365-useremail’ ‘office365password’ ‘Office365,ExchangeOnline,SharepointOnline,MicrosoftTeams’
    5. Copy the full output to a text file and send us the file.

How to fix "Connecting to Microsoft 365 / Exchange Online / Sharepoint Online / Microsoft Teams failed." error?

How to fix "Error : Unable to establish connection. Please check the connection and try again." error?

Please do the following on the Applications Manager installed machine and send us the output to troubleshoot further:
  1. Please check the internet connectivity of the machine.
  2. Open Powershell -> Run as Administrator.
  3. Navigate to the "Appmanager_home\working\conf\application\scripts\powershell" directory.
  4. Execute the below:
  5. .\Office365CheckConnectivity.ps1 'tenant-name' 'office365-useremail' 'office365password' 'Office365,ExchangeOnline,SharepointOnline,MicrosoftTeams'
  6. Copy the full output to a text file and send us the file.

How to fix "Error : Service health retrieval failed" error?

From Applications Manager v15520 & v15511, we have revamped Service Health Monitoring in Microsoft 365 monitors using Microsoft Graph APIs.
To troubleshoot the issue, follow the steps given below:
  1. Check whether all the prerequisites are met.
  2. Check if all the steps mentioned in the following link are implemented and the required permissions are provided: https://www.manageengine.com/products/applications_manager/help/prerequisites-for-applications-manager.html#Office365ServiceHealth
  3. Check if the TenantID, ClientID, and ClientSecret are correctly taken from the created app.
  4. Open admin powershell in the AppManager installed server and navigate to <Applications Manager Home>\working\conf\application\scripts\powershell directory.
  5. Execute the below command by replacing TenantIDClientID, and ClientSecret with that used in the Microsoft 365 monitor: 
    .\Office365ServiceHealth.ps1 'TenantID' 'ClientID' 'ClientSecret' 'MS365'
  6. Above script is to check the Service health in Microsoft 365 parent monitor. Similarly, execute the script mentioned below for individual services using its own keywords Exchange Online, Sharepoint Online, Microsoft Teams separately. 
    .\Office365ServiceHealth.ps1 'TenantID' 'ClientID' 'ClientSecret' 'Exchange Online'
  7. Copy the full output to a text file.

Exchange Online errors

  1.  Refer to the steps given in this KB.

SharePoint Online errors

  1. Refer to the steps given in this KB.

Microsoft Teams errors

  1. Refer to the steps given in this KB.
Reach out to our support team with the text file containing the output of the PowerShell commands and email the same to appmanager-support@manageengine.com along with the latest Support Information File (SIF) from Applications Manager with print all logs enabled for analysis.

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