> ## Documentation Index
> Fetch the complete documentation index at: https://docs.velatir.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What each Microsoft 365 connector alert means, and what to do about it.

When a connection needs your attention, the **Microsoft** card in **Inventory** shows an alert with **Reconnect**. Find the alert's title below.

## Alerts

<AccordionGroup>
  <Accordion title="Approval needed" icon="user-check">
    The Microsoft approval was never finished. Someone closed the Microsoft window, declined the consent screen, or signed in without the right role.

    Select **Reconnect** and sign in with an account that is a **Global Administrator** or **Privileged Role Administrator** in the directory you want to connect. Then accept the consent screen. See [Who can approve](/connectors/microsoft-365/permissions#who-can-approve).
  </Accordion>

  <Accordion title="Permissions missing" icon="key-round">
    The approval does not include every permission Velatir needs. The alert names the missing ones.

    This happens right after a new approval, while Microsoft is still applying it, or when someone revokes a permission in Entra. If you have just approved, wait a few minutes. Then select **Reconnect** and accept every permission Microsoft lists. See [If a permission is missing](/connectors/microsoft-365/permissions#if-a-permission-is-missing).
  </Accordion>

  <Accordion title="Access to Microsoft was removed" icon="shield-off">
    The connection worked before, but Microsoft no longer accepts Velatir's access. Usually someone deleted the **Velatir Connector** app, or its approval, in Microsoft Entra.

    Select **Reconnect** to approve the app again. Everything already imported is kept.
  </Accordion>

  <Accordion title="Microsoft couldn't accept the connection" icon="ban">
    Microsoft refused the request even though the permissions are in place. This usually means the tenant is not licensed for the data Velatir reads.

    Check that the tenant has Microsoft 365 Copilot licences, then select **Reconnect**. If it keeps happening, contact [hello@velatir.com](mailto:hello@velatir.com).
  </Accordion>

  <Accordion title="This sign-in does not match a connection started in this browser" icon="globe">
    You finished the Microsoft sign-in in a different browser, or a different browser profile, from the one that started the connection. Velatir can only complete the connection where it started.

    Select **Back to Velatir** and start again from the **Inventory**. Complete every step in one browser. If a Microsoft admin approves for you, they sign in in that same browser.
  </Accordion>
</AccordionGroup>

## Other Problems

<AccordionGroup>
  <Accordion title="The connection shows Error" icon="circle-alert">
    Velatir could not reach Microsoft on its last attempt, usually because of a Microsoft outage or throttling. There is nothing for you to fix. Velatir tries again on its own, and the last seat counts stay on the card meanwhile. If it lasts more than a few hours, contact [hello@velatir.com](mailto:hello@velatir.com).
  </Accordion>

  <Accordion title="There is no Connect button" icon="plug">
    * **You are a Reader.** Only an organisation **Administrator** can connect.
    * **Microsoft is not in the Inventory.** Declare a Microsoft service first, such as Microsoft 365 Copilot, with **Declare service(s)**.
    * **The button has a lock.** Connectors are not enabled for your organisation. Contact [hello@velatir.com](mailto:hello@velatir.com).
  </Accordion>

  <Accordion title="Connected, but no plans or seats" icon="id-card">
    The tenant has no licence that includes Microsoft 365 Copilot. Velatir reads licences once a day, so a licence bought today can take up to a day to appear.
  </Accordion>

  <Accordion title="Connected, but no conversations" icon="messages-square">
    * **Only licensed users are read.** Check that the people you expect hold a Microsoft 365 Copilot licence, and that Copilot is switched on in that licence.
    * **New activity takes a little time.** Conversations are read every 15 minutes.
    * **History arrives gradually.** The 30 days before you connected are imported in the background, most recent day first.
  </Accordion>

  <Accordion title="Copilot Chat users without a licence are missing" icon="users">
    Velatir sees their activity only through the Purview audit log. Check that the **Velatir Connector** app holds `AuditLogsQuery.Read.All` and that auditing is turned on in Microsoft Purview. Even then, their activity arrives without message text.
  </Accordion>

  <Accordion title="I connected the wrong tenant" icon="building-2">
    Velatir connects the directory of the account that signed in. **Disconnect** the connection, then connect again and sign in with an admin account from the right tenant. Data already imported from the wrong tenant is kept. Contact [hello@velatir.com](mailto:hello@velatir.com) if it needs to be removed.
  </Accordion>
</AccordionGroup>

Still stuck? Contact [hello@velatir.com](mailto:hello@velatir.com) with the name of the connection and the alert you see.

***

<CardGroup cols={2}>
  <Card title="Microsoft 365" icon="building-2" href="/connectors/microsoft-365">
    Connect a tenant and manage the connection.
  </Card>

  <Card title="Permissions" icon="key-round" href="/connectors/microsoft-365/permissions">
    Who can approve, and what each permission is for.
  </Card>
</CardGroup>


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