Use this guide to troubleshoot common issues when connecting Microsoft SharePoint to Applaud, including authentication, permissions, site discovery, and synchronization.
The SharePoint knowledge connector isn't available
Symptoms
The SharePoint knowledge connector doesn't appear under Knowledge connectors.
Cause
The SharePoint knowledge connector isn't enabled for your Applaud tenant.
Resolution
Contact Applaud Support to enable the SharePoint knowledge connector for your tenant.
Microsoft sign-in fails
Symptoms
You can't sign in to Microsoft, or the authentication process doesn't complete.
Cause
Possible causes include:
- Your Microsoft session has expired.
- Your browser contains outdated authentication information.
- Your Microsoft account doesn't have access to the required SharePoint resources.
Resolution
- Sign out of your Microsoft account.
- Clear your browser cache and cookies.
- Sign in again.
- Confirm that your Microsoft account has access to the required SharePoint sites.
If the issue persists, contact your Microsoft administrator.
You receive an access denied error
Symptoms
You receive an Access denied message when connecting to SharePoint or viewing available sites.
Cause
Possible causes include:
- Your Microsoft account doesn't have permission to access the SharePoint sites.
- A Microsoft Entra administrator hasn't granted administrator consent for the Applaud application.
Resolution
- Confirm that your Microsoft account can access the required SharePoint sites directly.
- Ask your Microsoft Entra administrator to verify that administrator consent has been granted.
For more information, see Prepare Microsoft authentication for the SharePoint knowledge connector.
No SharePoint sites are available
Symptoms
The Connected SharePoint sites window doesn't display any available sites.
Cause
Possible causes include:
- Your search term doesn't match any available sites.
- Your Microsoft account doesn't have access to any SharePoint sites.
Resolution
- Clear the search field or search using a different keyword.
- Confirm that you can open the SharePoint site directly.
- Verify your SharePoint permissions with your Microsoft administrator.
Connection or synchronization fails
Symptoms
A connected SharePoint site displays an error or doesn't complete synchronization.
Cause
Possible causes include:
- Temporary Microsoft service issues.
- Network connectivity issues.
- Incorrect SharePoint permissions.
- Missing or revoked Microsoft Entra administrator consent.
Resolution
- Review the error message displayed for the connected site.
- Confirm that your Microsoft account still has access to the SharePoint site.
- Verify that Microsoft Entra administrator consent is still active.
- Select Sync now and try the synchronization again.
You reached the SharePoint site limit
Symptoms
You can't connect another SharePoint site.
Cause
You've reached your subscription's connected site limit.
Resolution
- Disconnect an existing SharePoint site to free capacity.
- Upgrade your subscription or contact Applaud if you need additional connected sites.
You can't reconnect a previously disconnected site
Symptoms
A previously disconnected SharePoint site isn't available to reconnect.
Cause
The site is still within the 30-day reconnection period.
Resolution
Wait until the 30-day reconnection period has expired before reconnecting the site.
For more information, see Disconnect a SharePoint site.