This article covers common errors that may occur when creating or running a Microsoft Entra ID sync plan with Dubber, including likely causes, troubleshooting steps, and recommended resolutions.
Error: Can't authenticate
Common causes
This error may occur when:
- The user creating or authorising the sync plan does not have the required Global Administrator permissions in the Microsoft tenant.
- The Microsoft Entra ID group configured for the sync has been deleted or is no longer accessible.
- Dubber or Microsoft is experiencing an incident or maintenance affecting authentication or related services.
What to check
- Check the Dubber Status page and the Microsoft service health status for any incidents or planned maintenance affecting the relevant services.
- If the error occurs while creating a new sync plan, confirm that the user completing the authentication has Global Administrator permissions in the Microsoft tenant.
- Confirm that the Microsoft Entra ID group associated with the sync plan still exists and is accessible.
How to resolve
If Dubber or Microsoft is experiencing an incident or maintenance, wait until the affected service has recovered and then retry the sync.
If the error occurs during authentication or approval, have a Microsoft Global Administrator complete the authentication and approval process for the sync plan.
If the Microsoft Entra ID group associated with the sync plan has been deleted, create a new sync plan using the Dubber Microsoft Teams web provisioning app.
Remove any obsolete sync plans from the Dubber web app if they are no longer in use.
Error: Not enough licences
Common causes
This error may occur when:
- The number of users in the Microsoft Entra ID group configured for Dubber recording exceeds the number of available Dubber licences.
- Your Dubber account contains multiple Dubber products and there are insufficient licences available for the product assigned to the sync plan.
- Your Dubber account has been cancelled, but the associated sync plan or recording configuration remains in your Microsoft environment.
What to check
If you are a Dubber account administrator, check your current subscription and licence allocation:
Account > General > Subscription
Confirm whether there are any unused licences available.
If your account contains multiple Dubber products, confirm that licences are available for the specific product assigned to the sync plan.
Review both:
- Users currently assigned a Dubpoint in Dubber.
- Users included in the Microsoft Entra ID group associated with the sync plan.
If your Dubber account has been cancelled, check whether the associated sync plan and recording policies are still present in your Microsoft environment.
How to resolve
If the number of users in the Microsoft Entra ID group exceeds the available licences, review the group membership and the users currently configured in Dubber.
For users who no longer require recording:
- Remove the user from the relevant Microsoft Entra ID group; or
- If the user has a Dubpoint in Dubber that is no longer required, remove the Dubpoint to release the licence.
After making the required changes, retry the sync.
Note: Changes made in your Microsoft environment may take up to 24 hours to propagate fully.
If your Dubber account contains multiple products, you may need to create multiple sync plans. Each sync plan can be associated with only one Dubber product. Create additional sync plans using the Dubber Microsoft Teams web provisioning app.
If all available licences are already assigned and additional users require recording, you will need to purchase additional licences. Depending on how your Dubber service was purchased, you can:
- Contact your Dubber Partner.
- Purchase additional licences through the relevant marketplace, where supported.
- Contact your Dubber Account Manager.
If you are unsure how to obtain additional licences, contact Dubber Support for assistance.
If your Dubber account has been cancelled, remove the associated sync plan and recording policies from your Microsoft environment.
Error: "status":500,"message":"Sorry, something went wrong while processing your request"
Common causes
This error may occur when:
- Dubber services are affected by an incident or maintenance.
- A username belonging to a user in the Microsoft Entra ID group configured for Dubber recording contains an unsupported character.
- The sync service is experiencing a temporary issue.
- Microsoft services are experiencing delays, an incident, or maintenance.
What to check
- Check the Dubber Status page for any active incidents or maintenance affecting Microsoft Teams services in your region.
- Check Microsoft service health for incidents or maintenance affecting your Microsoft environment.
- Review the usernames of users within the Microsoft Entra ID group configured for Dubber recording.
The following characters are not supported in usernames used by the Dubber sync:
< > & " $ % ! # ? § ; * ~ / \ | ^ = [ ] { } ( )
How to resolve
If a username contains an unsupported character, update the username to remove the character and then retry the sync.
Note: Changes to usernames in your Microsoft environment may take up to 24 hours to propagate fully.
If Dubber or Microsoft is experiencing an incident or maintenance, wait until the affected services have recovered and then retry the sync.
If no service incidents are present and the configuration appears correct, retry the sync. A temporary service issue may resolve without further changes.
How to get help
If the sync continues to fail after completing the troubleshooting above, raise a request with Dubber Support.
To help us investigate and resolve the issue as quickly as possible, include:
- The error message displayed when the sync fails.
- Screenshots of the error, where available.
- The troubleshooting steps you have already completed and their results.
- Whether the issue affects the entire sync plan or specific users.
- Details of any users that cannot be added to or removed from the sync.
- The name of the affected sync plan and Microsoft Entra ID group.
- When the issue first occurred and whether it is consistently reproducible.
Providing this information with your initial request can reduce the time required to diagnose the issue.