Troubleshoot migration scans

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Here's how to fix problems you might have with a Microsoft Exchange Online migration scan.

Can't start a migration scan

If you get an error when you try to start a migration scan, make sure that a Google Workspace user with super administrator privileges sets up and initiates the migration.

Need permission to access resources error

If you get a Needs permission to access resources in your organization that only an admin can grant error, make sure that you're trying to connect to the Microsoft account using a valid Global Administrator account. For details, go to Connect to your Microsoft account.

User account issues

A user account that is not set up, or set up incorrectly, can cause the following issues in the reports.

Report message How to fix

Mail service not enabled for source user

The source email address is invalid
  • Confirm that the Microsoft Exchange Online source account in your list of source users is correct.
  • Confirm the Microsoft Exchange Online source account in your identity map is correct.
  • Confirm that you chose to copy user addresses that aren't found in the list you uploaded.
  • Ensure that the source user has the correct licenses assigned in Microsoft and is able to access their mailbox.

For other errors with the new data migration service, go to general troubleshooting help.

Error uploading user list

When you upload the list of users you want to scan, you might get one of the following errors at the bottom or next to Tasks.

Error message How to fix

Internal error occurred while adding to this entry

Invalid CSV file

 Confirm that the CSV headers are correct. For details, go to Select users to scan.
Entry already exists A source email address was added more than once in your migration map. Check for duplicate source users.
Source identity for all entries must be valid email Confirm all email addresses are the correct format (example: user@example.com).

Migration scan fails to start

Make sure that a target domain super admin starts the migration.

Migration scan completes with failed items

Click Export user report, and use the report to identify items that didn't scan and why. For details, go to Understand migration scan reports.

Once you identify the issues, re-scan the data.

Error migrating folders

Sometimes messages present in a folder migrate in a warning state. The messages won't have the label that corresponds to their folder attached.

To troubleshoot, re-scan the data. If the issue persists, you can:

Then, re-scan the data.


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