Troubleshooting

Why does my job stay on Ready?

A job starts only when all of these are true:

The SMART Migration server is running and connected. Look at the Dashboard or the Live / Offline mark at the top right: Offline means the server has not been in touch for over two minutes. Start the server, or check its connection to Nextcloud and its app password.
Its scheduled date has come. A Ready job with a scheduled date in the future waits for it.
It is not disabled. A disabled job keeps its status but is never picked up.
A slot is free. The server runs at most four jobs at a time; the rest wait by priority, then by scheduled date.
Nobody has it open. A job open in the job dialog is held back until the dialog closes.
The versions match and the licence is valid. See the questions below.

Why can I not set a job to Ready?

The job is Not validated: its definition is incomplete, or a value does not suit its field. Open the job: the fields in question, and the wizard steps they are on, carry a mark that says what is wrong. A ticked Notifications box holds a job back too while no one is chosen in Notify to. A CSV Import job is never Ready either; import its file with Save and import CSV now.

Why can I not delete a job?

A job that is Running or Canceling, or Ready and not disabled, cannot be deleted, because SMART Migration has it queued or is working on it. Set it to Hold or disable it first, or cancel it if it is running.

The app says Offline: the SMART Migration server is not running

Nothing has called the app's API recently: Offline shows in red at the top right, and its tooltip names the time of the last call. Check on the Windows machine that the SMART Migration server is running, that it can reach this Nextcloud, and that its app password has not been revoked under Settings → Security. If the server was moved to another machine, Reset server status on the Settings tab clears the old name until the new one calls. See Set up SMART Migration for the app

Jobs do not run and a version message is shown

The server reported a SMART Migration version other than the one the app requires. Only the first two parts of the version are compared. Update the SMART Migration server, or install the version of the app built for the server you have; your partner can tell you which.

The licence has expired

While the licence is expired, the SMART Migration server does not service the app, and jobs stay where they are. Your partner renews it; the Support tab names your partner. See The Support tab

A OneDrive job does not validate

No domain mapping is set. Set Map From and Map To on the Settings tab.
The UPN's domain differs from Map From. Use the domain the mapping covers, or the user's onmicrosoft.com address.
Its Nextcloud user cannot be found — this holds back a Test Migration or Migration only; a Discovery job validates without one. Create the user, or add the OneDrive's e-mail address to their Nextcloud account, then open the job and save it again.

See OneDrive to Nextcloud

A SharePoint URL is refused

The address points at a site, not a document library. Add the library, for example https://contoso.sharepoint.com/sites/S1/LibA — or, to create jobs for every library of the site, use an Import job that scans it. See Sources

My CSV file is refused

The headings are wrong. The first line must be Title,Description,Source,Destination — in that order, with commas or semicolons, and no extra column.
A line has no Title. Every job needs one.
Values do not suit the types. The file still imports, but those jobs are created not validated. Check the Import job's source and destination types against what the lines hold — in a Discovery import, only the source type counts.

See Import jobs from a CSV file

The Power BI report does not show the latest runs

The report changes only when SMART BI.pbix is refreshed in Power BI Desktop and uploaded again; the Dashboard offers the latest upload. After deleting Run History rows, wait until the mark on the Dashboard's Power BI heading is no longer red. See Refresh, upload and share SMART BI.pbix

The metadata settings are missing from a job

They appear only for a Migration or Test Migration job with a SharePoint or OneDrive source, a Team Folder destination, and MetaVox installed and enabled. The Settings tab shows MetaVox's state. See Metadata, MetaVox and SharePoint views

Some files were not migrated

They are on the File Issues tab with the reason. A file type blocked by an admin policy — such as .exe files refused by Nextcloud's File access control — cannot be migrated; neither can a file whose metadata the destination will not accept, unless Migrate Files With Metadata Warnings is on. Fix the cause and run the job again. See File Issues

The migration is slow

Microsoft 365 throttles heavy reads. The run details show the delay its rate limits imposed (SPO Rate Limit Delay). Spread the largest libraries over time.
Version history multiplies the volume. Discovery shows the volume including versions; a narrower Version History Scope moves less. See Version history
Four jobs run at a time, per server. Enterprise+ migrates at up to three times the Enterprise speed.
Interruptions add up. Network dropouts, server reboots, missing permissions and files in use stop files or whole runs; the time until someone runs the job again is lost. Watch the Dashboard and the notifications to keep it short.

How to measure the speed and plan the waves around it: Estimate volume and duration · what a migration involves and what interrupts it: What a migration involves, and what sets its speed

Nextcloud answers 429 Too Many Requests

Nextcloud's brute-force protection is throttling the SMART Migration server's address after failed sign-ins: every job stops, and the app shows Offline.

Fix the password. An app password revoked under Settings → Security, or a changed password for the service account, fails on every request and keeps the throttling going.
Clear the address. occ security:bruteforce:reset <address> lifts it at once.
Keep it from coming back. Add the server's address to the Brute-force allow list under Administration settings → Security.
Behind a proxy, set trusted_proxies in Nextcloud's configuration, or one user's wrong password throttles everyone.
Not from Nextcloud? A proxy, a firewall or a hosting provider's protection in front of it can answer 429 too; let the server's address through there.

See Size the servers for a large migration

A team folder is not created: "Password confirmation is required"

The SMART Migration server creates a job's destination Team Folder through Nextcloud's Team folders app, which asks for password confirmation before it creates, renames or deletes a folder. An app password can never confirm one — only a sign-in with the account's own password does — so with an app password every create answers Password confirmation is required, and the job cannot write its files.

Trust the server's address for it. Nextcloud lets requests from chosen addresses skip password confirmation. On the Nextcloud server, with the SMART Migration server's address or range:
occ config:system:set allowed_no_password_confirmation_ranges 0 --value="203.0.113.10/32"
A second address takes index 1, and so on. On a snap installation the command is nextcloud.occ.
Nothing else is opened. The address still signs in with its app password; it only skips the extra confirmation the Team folders app asks for. Every other address still has to confirm.
Keep the app password. Signing the server in with the account's own password also gets past it, but a password that is never revoked on its own, and one that stops working when two-factor sign-in is switched on, is the worse trade.

It worked before, and suddenly fails

The list trusts addresses, not servers. When the SMART Migration server's requests start reaching Nextcloud from an address that is not on it, Nextcloud asks for password confirmation again, and the error comes back although nothing changed in Nextcloud or in this app. The usual causes are a new or replacement SMART Migration server, a move to another network or data centre, a VPN, or a new public address from the internet provider. The run's error message then reads Failed to create team folder '<name>': HTTP 200 - … "statuscode":403,"message":"Password confirmation is required".

Find the address Nextcloud sees
Look up the failing request in the web server's access log on the Nextcloud server: the line with POST /index.php/apps/groupfolders/folders at the time of the run. The address at the start of the line is the one to trust. Nextcloud's own log (nextcloud.log) names it as remoteAddr. On a snap installation both are in /var/snap/nextcloud/current/logs/.
See what the list holds
occ config:system:get allowed_no_password_confirmation_ranges
Each line is one entry, the first at index 0.
Add the new address at the next free index
With two entries already, the next is index 2:
occ config:system:set allowed_no_password_confirmation_ranges 2 --value="198.51.100.20/32"
Setting index 0 again replaces the first entry rather than adding one, and the address it held stops working.
Run the job again
The change takes effect at once, with no restart. Set the job back to Ready; once the run has started, occ groupfolders:list shows the new team folder.

An address no longer used is best replaced at its own index with the new one, so the list holds only the servers that call today.
Behind a proxy or load balancer, Nextcloud sees the proxy's address unless the proxy is in trusted_proxies. Set that first, then trust the SMART Migration server's own address — trusting the proxy's would let every request through it skip the confirmation.
A server whose address keeps changing is better given a fixed public address than covered by a wide range: every address in the range skips the confirmation.

I cannot see the reports in Nextcloud Files

The SMART Migration Reports Team Folder is shown only to members of the group of the same name. An administrator is added when they open the app — reload it once the first job has been claimed. Anyone else asks an administrator to add them to that group in Nextcloud's Accounts settings. See Reports and run folders in Nextcloud Files

Still stuck?

Ask AI Help in the help panel, or contact your SMART Migration partner, named on the Support tab. Copy the link of the job or run in question — Copy link in its row menu — so they can open it straight away.

See also