Troubleshooting

This guide covers common issues you may encounter when using CloudMove.

Agent Issues

Agent Won't Connect

Symptoms: Token entered but agent shows "Disconnected"

Solutions:

1. Check your internet connection
2. Verify the token is correct (tokens are case-sensitive)
3. Ensure the token hasn't expired (tokens last 24 hours)
4. Generate a new token from the dashboard

Agent Shows "Connection Lost"

Symptoms: Agent was connected but now shows disconnected

Solutions:

1. Check network connectivity
2. Restart the agent application
3. Verify the project still exists in the dashboard
4. Check if another agent connected with a new token (only one agent per token)

Agent Crashes on Startup

Solutions:

1. Windows: Check Event Viewer for error details
2. macOS: Check Console.app for crash logs
3. Reinstall the agent from the latest release
4. Ensure your OS meets minimum requirements

Scan Issues

Scan Takes Too Long

Possible Causes:

• Large number of files (100,000+)
• Network storage with slow access
• Antivirus scanning files as they're accessed

Solutions:

1. Be patient - large scans can take 30+ minutes
2. Exclude CloudMove from antivirus real-time scanning
3. Consider running during off-hours

Scan Shows 0 Files

Possible Causes:

• Source folders not selected
• Permissions issues on source folders
• Empty folders selected

Solutions:

1. Re-select source folders in the agent
2. Run agent as administrator (Windows) or with appropriate permissions
3. Verify folders contain files

Migration Issues

Migration Stuck at 0%

Possible Causes:

• M365 tenant not connected
• SharePoint site permissions issue
• Network connectivity problem

Solutions:

1. Verify M365 is connected (check client page)
2. Reconnect M365 if needed (may need re-consent)
3. Check network connectivity from agent machine

Migration Fails with "Access Denied"

Possible Causes:

• SharePoint permissions changed
• App consent revoked
• Site collection administrator required

Solutions:

1. Verify the admin who consented still has access
2. Re-consent the CloudMove application
3. Ensure destination site allows external apps

Files Missing After Migration

Possible Causes:

• Files had issues that weren't addressed
• Files were blocked by SharePoint
• Migration cancelled before completion

Solutions:

1. Check migration error log for specific files
2. Verify files weren't in blocked extensions list
3. Re-run migration (only missing files will transfer)

"File Already Exists" Errors

This is normal when resuming or re-running a migration. CloudMove treats existing files as success since they were uploaded in a previous run.

SharePoint Issues

"Site Not Found" in Destination Picker

Possible Causes:

• Site was recently created (may take time to appear)
• User doesn't have access to the site
• Site is a personal OneDrive (not supported yet)

Solutions:

1. Wait 5-10 minutes for new sites to appear
2. Have a site owner grant access
3. Use a SharePoint team site, not OneDrive

"Library Not Found"

Possible Causes:

• Library was deleted or renamed
• Library has restricted permissions

Solutions:

1. Verify the library exists in SharePoint
2. Check library permissions
3. Select a different library

M365 Connection Issues

"Consent Required" Error

Cause: Admin consent was not granted or was revoked

Solution:

1. Click "Connect Microsoft 365" again
2. Sign in with a Global Admin or SharePoint Admin
3. Click "Accept" on the consent screen

"Invalid Client" Error

Cause: App registration issue (rare)

Solution: Contact CloudMove support at hello@cloudmove.app

Performance Issues

Slow Migration Speed

Possible Causes:

• SharePoint throttling
• Network bandwidth limitations
• Large files being processed

Solutions:

1. Check migration logs for throttling warnings
2. Run during off-peak hours (nights/weekends)
3. Large files take longer - this is normal

Dashboard Not Updating

Possible Causes:

• Browser caching
• Network issue
• Session expired

Solutions:

1. Refresh the page
2. Check the browser console for errors
3. Log out and back in

Getting Help

If you can't resolve an issue:

1. Export logs from the migration for analysis
2. Email support at hello@cloudmove.app with:
   • Description of the issue
   • Steps to reproduce
   • Migration/scan logs (exported CSV)
   • Screenshots if helpful

We typically respond within 24 hours on business days.