Troubleshooting Egnyte

Table of Contents

 

Introduction

Both Workspace administrators and users can be prompted with an error message when they fail to complete the oAuth authentication flow. Or perhaps you are a Workspace administrator, but failed to set up the connection to Egnyte successfully? This article will help you on your way to troubleshooting these issues.

For additional information (oAuth flow, requirements, etc.) about Egnyte, see article: Add Egnyte to Global Search

 

Errors & Solutions

"Authentication required"

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Explanation: To make use of Egnyte in Global Search, consent is required when the user tries to use it for the first time. Or when their password has changed, because this invalidates the stored user access token. When you try to search for Egnyte files from the Egnyte tab in Global Search, you will be prompted with the message saying authentication is required.

Solution: 

  1. Click "Authenticate".
  2. Immediately click on "Allow access" to provide consent.
  3. Fill in your credentials from Egnyte.
  4. Click "Finish" to successfully complete the oAuth authentication flow.

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"Authentication failed. The authentication session is expired. Please try again"

Explanation: To make use of Egnyte in Global Search, consent is required when the user tries to use it for the first time. Or when their password has changed, because this invalidates the stored user access token. In this scenario, the user clicked on "Authenticate", but waited too long to provide consent (i.e. click "Allow access" and immediately fill in the credentials).

Solution:

  1. Click "Finish", so that you see the "Authenticate" button again.
  2. Click "Authenticate".
  3. Immediately click on "Allow access" to provide consent.
  4. Fill in your credentials from Egnyte.
  5. Click "Finish" to successfully complete the oAuth authentication flow.

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"Authentication failed. Please check the entered connection details and try again"

Explanation: When you add the Egnyte connection to Workspace, you will need to provide consent. You will be prompted with a red screen saying you need to check the entered connection details. This is most likely caused by a wrong entered 'Secret' in the Egnyte connection in Workspace.

Solution:

  1. Close this tab and go back to Workspace.
  2. Go back to your Egnyte connection by clicking on the arrow pointing left, next to the text "New Egnyte connection".
  3. This error message is most likely caused by a wrong entered 'Secret'. Look up the App Registration in Egnyte.
  4. In Workspace, adjust the 'Secret' as configured on the Egnyte public app.
  5. Click "Add".
  6. Click "Authenticate".
  7. Click "Allow access" and provide your credentials.
  8. Click "Finish" to successfully complete the oAuth authentication flow.

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DNS error: "This site can't be reached", "Hmm. We're having trouble finding that site", etc.

Explanation: When you add the Egnyte connection to Workspace, you will need to provide consent. When you click on "Authenticate", you will see a DNS error in your browser. This error message differs depending on the browser you're using. The error message is due to an incorrect entered 'Domain name' in the Egnyte connection in Workspace. You're trying to visit a URL without a DNS record.

Solution: 

  1. Close the browser tab with the DNS error and go back to Workspace.
  2. Go back to your Egnyte connection by clicking on the arrow pointing left, next to the text "New Egnyte connection".
  3. Look up the App Registration in Egnyte.
  4. In Workspace, adjust the 'Domain name' as configured on the Egnyte public app.
  5. Click "Add".
  6. Click "Authenticate".
  7. Click "Allow access" and provide your credentials.
  8. Click "Finish" to successfully complete the oAuth authentication flow.

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(Egnyte error) Message: "no valid app info found for API key"

Explanation: When you are trying to create and add the Egnyte connection, you will see this error. This is most likely caused by a wrong entered 'Key' in the Egnyte connection in Workspace.

Solution: 

  1. Close this tab and go back to Workspace.
  2. Go back to your Egnyte connection by clicking on the arrow pointing left, next to the text "New Egnyte connection".
  3. Look up the App Registration in Egnyte.
  4. In Workspace, adjust the 'Key' as configured on the Egnyte public app.
  5. Click "Add".
  6. Click "Authenticate".
  7. Click "Allow access" and provide your credentials.
  8. Click "Finish" to successfully complete the oAuth authentication flow.

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