When trying to upload or access documents to a Jive Place that is integrated with SharePoint storage, you may see the following error:
"There was a problem connecting to the external storage provider due to expired credentials. Please contact your community administrator."
This article contains solutions to resolve this problem.
- Jive - AWS
- Jive Hosted
- Any Jive Cloud Version
Steps to Reproduce
- Go to any place integrated with Sharepoint/Office 365.
- Click on Actions > Files.
- Upload a document and click Publish.
- The error message from above is triggered.
There are two possible solutions for resolving this issue:
Reapply the Jive App Identifier Token
The identifier token is generated from the SharePoint Authenticator App, which is installed on the Sharepoint side. Sometimes it may be necessary to reapply the identifier token in the storage configuration settings in Jive.
To re-apply the identifier token:
Login to SharePoint as the Jive Integration user or Administrator.
- The Authentication App will be installed in a specific Jive Integration site. Access this site and navigate to the 'Site contents' tab on the left.
- Locate and click on the O365/SharePoint Authentication App.
Warning: The app inherits the permissions of any user who clicks on the app. Do not click the app unless you are logged into SharePoint online as the Jive-SharePoint integration user or Administrator.
Once the link loads, it will display the authentication token you need to connect your SharePoint site collection to Jive external storage when you configure the Jive-side add-on.
Copy the Jive App Identifier Token to the clipboard.
In the Jive user interface, (logged in as an administrator), select Your avatar > Add-ons.
Go to the Storage Management tab.
Click on the
Edit Settingsbutton for each of the instances configured.
For each instance, replace the contents of the Jive App identifier Token field with the one that was copied from the Sharepoint side in Step 4.
Repeat this process for all the instances configured.
Reinstall the Sharepoint Authenticator App
If you encounter an error when you click on the authenticator App on the SharePoint side, it may be necessary to reinstall it from scratch.
Login to your Sharepoint administration console as the Jive Integration user or Administrator.
Download the latest version of the Authenticator app from Aureworks. (Be sure to download the correct version for your region).
Go to the Sharepoint Admin Centre.
Click the Apps for Sharepoint tab.
Delete any existing versions of the Jive authenticator App.
Select Upload and upload the SharePoint-side Jive app that was downloaded in step 2.
Revisit the Site Content in the Jive Integration site and click the App. If for some reason you need to reconfigure, see the instructions here.
Note: Once you reinstall the Authenticator App on the Sharepoint side, you may need to reapply the identifier token on the Jive side.
Upon refreshing the validity of the credentials, try uploading or accessing the document again. This time you should see no errors.