Troubleshooting
Use these checks to diagnose Azure Files connection and search issues. For the configuration procedure, see Set up Azure Files.
Setup and authentication
Check connector availability, the parent Microsoft 365 connection, and the Azure role assignments before investigating individual files.
Azure Files isn't available in setup
Symptoms:
- The Azure Files option is missing or unavailable in the parent Microsoft 365 connection
The following checks distinguish availability from incomplete parent setup.
| Cause | Fix |
|---|---|
| Availability: Azure Files isn't enabled for the deployment. | Confirm availability with your Glean account team. |
| Parent setup: The Microsoft 365 parent configuration hasn't been completed and saved. | Complete the parent connection before opening a child connector. Follow its certificate-based setup requirements. |
Setup can't access the storage account
Symptoms:
- Validation reports
Could not access the configured Azure Files storage account - Setup reports missing parent credentials or storage account details
Check these configuration values and grants against the source account.
| Cause | Fix |
|---|---|
| Resource identifiers: The subscription, resource group, or storage account value doesn't match the intended account. | Copy the values from the same storage account's Overview page in the Azure portal. |
| Parent credentials: The parent application and tenant IDs, certificate, or private key are missing or invalid. | Verify the saved Microsoft 365 connection and its certificate credentials. A client secret alone isn't sufficient. |
| Reader assignment: The application lacks Reader at the subscription containing the account. | Assign Reader to the parent application's service principal at subscription scope, not only resource-group scope. |
| Role propagation: A newly assigned role hasn't taken effect. | Allow the Azure role assignment to propagate, then retry validation. |
Still not resolved? Contact Glean Support with the connector instance name and exact validation message. Don't include certificates, private keys, or other secrets.
Content and search access
Setup validation covers resource discovery, not file-content access or the final search permissions. Check crawl results and representative user access separately.
Setup succeeds, but files are missing from search
Symptoms:
- The connection saves successfully, but an expected file isn't searchable
- A crawl reports progress or completion without the expected search results
Use the source item and connector configuration to narrow the cause.
| Cause | Fix |
|---|---|
| File-data access: Resource discovery succeeds, but the application can't read file content or permissions. | Confirm Storage File Data Privileged Reader is assigned to the same parent application at storage-account scope. If requests still fail, ask Glean Support to review file-access and network errors. |
| Content selection: The share isn't included or a path is excluded. | Review Included file shares (comma separated) and Excluded paths (comma separated) in Manage data. |
| File eligibility: The extension is excluded or the file exceeds the effective size limit. | Review Content selection and limits. These files are skipped, not indexed as metadata-only results. |
| Hidden attribute: The source file or folder is marked hidden. | Confirm that the hidden attribute is intentional. Hidden items aren't returned in search. |
| Incomplete processing: Content or permission processing hasn't produced a searchable item yet. | Review crawl and indexing status. A completed crawl isn't proof that all permission processing has finished. Contact Glean Support if the item remains missing. |
One user can't find a file that another user can find
Symptoms:
- Search visibility differs between users
- A user can open the source file but can't find it in Glean
Compare Azure share permissions and New Technology File System (NTFS) rules with the identity information available to Glean.
| Cause | Fix |
|---|---|
| Source permissions: Share-level and file-system rules don't both provide the expected access. | Review the user's applicable share permissions and the file's NTFS rules. Don't broaden application or end-user roles solely to make search results appear. |
| Identity mapping: Required user, group, membership, or security identifier information isn't available through the parent connection. | Check the associated Microsoft 365 identity crawl and ask Glean Support to review the affected mapping. |
| Advanced access rules: The share or file uses access rules outside the connector's supported handling. | Review Access-control limitations with Glean before relying on conditional or object-specific rules. |
| Permission processing: A source permission change hasn't been reflected in the indexed item. | Recheck after the relevant crawl and permission processing. Contact Glean Support if the discrepancy remains, rather than assuming an immediate refresh. |
Still not resolved? Provide Glean Support with the connector instance name, affected share and path, crawl time or identifier, the observed error, and the expected allowed or denied access. If a user can see content they shouldn't, report the access mismatch before expanding use of the connection.