User(s) Unable To Search - Authentication Issue

On occasion, configured searches within the Search App may run into an issue where it will not authenticate the account credentials and therefore will not execute the search. This article will walk through options for troubleshooting and/or resolving this issue.

In this article

• Stack Trace - Error Messages
• Potential Resolutions

Stack Trace - Error Messages

When a user attempts to search and the account has not been authenticated, they will encounter an error. This may be shown both as a red "toaster" message when the user attempts to execute the search and within the Support Logs in the Configuration App. Below is one of the potential errors that could be thrown in the event of this issue occurring:

• System.Exception: Connector Service did not handle request. System.Exception: Failed to upload content: Sharepoint Connector Upload Error: System.Exception: Error in token request. BadRequest {"error":"interaction_required","error_description":"AADSTS70043: The refresh token has expired or is invalid due to sign-in frequency checks by conditional access. 
• Unable to obtain access token for user. Error: Error in token request. Unauthorized {"error":"invalid_client","error_description":"XXXXXXX7000222: The provided client secret keys for app '624afe93-1198-4128-a217-a8e19b91bf45' are expired.
• User has no authentication token for connector xxxxxxxx-xxxx-xxxx-xxxxx. Error - User token does not exist

This issue could also throw errors such as "bad token request" or "error in token request" or anything pointing to the refresh/authentication token being expired/bad, depending on the situation.

Potential Resolutions

There are a few steps you can take to attempt to resolve this issue. Below, we will go through the three resolution options you can try before reaching out to KL Support.

Re-Sync Search Catalog

1. Navigate to the Connections App then select Search Catalogs
2. Locate the search catalog that is connected to the search you are seeing the issue with
3. To the right of the catalog name there is a sync button  - click to resync the catalog with the destination it is connected to
4. If the sync is successful, the "syncing content types" window will disappear and nothing else will happen. If it is unsuccessful, a red toaster message will appear saying, "An error occurred while connecting with the repository service".
   To double-check whether the connection was successful, you can check the Repository service in the support logs.
5. For unsuccessful connections, please proceed to the next resolution option

Re-enter Credentials

1. Navigate to the Connections App then select Destinations
2. Locate the destination that the search is attempting to search in
3. Click the Edit button
4. In the configuration window, enter the credentials and then click Test Connection to verify the destination was successfully reached
   
   If the connection attempt was not successful, check your credentials and try again. If you are still unsuccessful after verifying that your credentials are correct, please contact Knowledgelake Support
5. After getting the Connection Successful message below the Test Connection button, click Next Page
6. Edit any information necessary or continue on until the last page
7. On the last page, click Save
8. Once the Destinations page loads, click the sync button to refresh the connection
9. Follow the below steps to enter the credentials for the search catalog
   
   
   1. Connections App > Search Catalogs
   2. Click the Edit button
   3. Enter the credentials and site information then click "Grant Access"
   4. Follow the prompts to authenticate and grant access for KL to run the search
   5. Once all information has been entered and access has been granted, click Save
10. Finally, have the user or administrator attempt to authenticate and search again

Update Client Secret/Refresh Token

If the above steps do not resolve the issue, the service account for the search may need to have the authentication token refreshed or the client secret regenerated. This article describes the steps to accomplish this. After your Microsoft administrator has updated the credentials, they or your KL administrator will need to enter the new information into the search catalog affected. It may also be useful to update the credentials in the other search catalogs as well, but that can be tested and updated at a later date if they are not out of date.

If, after completing the above steps, the search does not allow the user(s) to authenticate and/or execute the search, contact Knowledgelake Support for further assistance.