Connector Troubleshooting
Having trouble with a connector? Find solutions to common issues below.
General Connector Issues
Connector shows “Error” or “Disconnected”
Causes:
- OAuth token has expired
- Permissions were revoked
- Third-party service is down
Solution:
- Go to Settings > Connectors
- Click on the affected connector
- Click Reconnect
- Complete the OAuth authorization flow
- Wait for sync to restart
Sync is taking too long
Causes:
- Large amount of data to process
- Network issues
- Rate limiting from the provider
Solution:
- Initial syncs can take several hours for large datasets
- Check the sync status in Settings > Connectors
- Contact support if sync hasn’t progressed in 24 hours
Documents aren’t appearing in search
Causes:
- Sync not complete
- Document type not supported
- Processing still in progress
Solution:
- Check connector sync status
- Verify document format is supported
- Wait 10-15 minutes after sync completes for processing
Autodesk ACC Issues
”Unable to access project” error
Causes:
- You don’t have access to the project in ACC
- Project permissions changed
- Account was removed from project
Solution:
- Verify your access in Autodesk ACC directly
- Ask the project admin to confirm your permissions
- Reconnect the connector if permissions were recently granted
BIM data not syncing
Causes:
- Model hasn’t been published to ACC
- Insufficient Model Derivative permissions
Solution:
- Ensure models are published to the Document Management module
- Check that your ACC role includes model viewing permissions
- Contact your ACC admin about access rights
Missing RFIs or Issues
Causes:
- RFIs/Issues may be in a different project
- Filter applied in DatumOS
- Permission restrictions
Solution:
- Check that you’re looking at the correct project
- Clear any search filters
- Verify your ACC permissions include Issues and RFIs access
Microsoft 365 Issues
”Admin consent required” message
Causes:
- Your organization requires admin approval for third-party apps
Solution:
- Contact your IT administrator
- Request they approve DatumOS in the Azure AD admin center
- Once approved, try connecting again
SharePoint sites not appearing
Causes:
- Sites need to be explicitly accessible
- Permissions not propagated yet
Solution:
- Verify you can access the sites in SharePoint directly
- Wait 15-30 minutes after permission changes
- Try reconnecting the connector
OneDrive files missing
Causes:
- Files in personal OneDrive vs. OneDrive for Business
- Shared files vs. owned files
Solution:
- Check that files are in OneDrive for Business (not personal)
- Files shared with you may need additional permissions
- Contact support if specific files are missing
Google Workspace Issues
”Access denied” after connecting
Causes:
- Required scopes not granted
- Organization policy blocks third-party access
Solution:
- When reconnecting, ensure all permission checkboxes are selected
- If using Google Workspace (business), contact your admin
- Admin may need to allowlist DatumOS in admin console
Google Drive folders not syncing
Causes:
- Shared drives may need additional permissions
- Folder structure too deep
Solution:
- For Shared Drives, ensure you have Content Manager access or higher
- Move deeply nested content closer to the root
- Check that folder isn’t in Trash
Google Docs not searchable
Causes:
- Native Google formats need conversion for processing
- File is too large
Solution:
- Google Docs, Sheets, and Slides are automatically converted
- Very large documents may take longer to process
- If document hasn’t appeared after 1 hour, contact support
Still Need Help?
If your issue isn’t resolved here:
- Check the status page for any ongoing service issues
- Use the feedback button to report the specific problem
- Contact support at support@datumos.app
When contacting support, please include:
- Which connector is affected
- What error message you see (if any)
- What you were trying to do
- Screenshots if possible
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