Troubleshooting
An assessment is stuck or failed
Runs that never start or never finish are failed automatically and refunded. Here is how to read a failure and what to do next.
- Who can do this
- Member, Admin or Owner
- Plan
- All plans
- Time
- 5 minutes
Queued or running for a long time
- Queued or Dispatching for more than 30 minutes: the run is failed automatically with “the assessment engine did not start within 30 minutes. Quota refunded.”
- Running: very large tenants can take up to about 2 hours: the engine wraps up by about 110 minutes, skipping sections that don't fit. If no result arrives within about 2 hours 15 minutes of the start, the run is failed with “Quota refunded.”
Either way you don't need to do anything: the run isn't counted against your quota. Start it again with Run again.
Reading a failed run
Open the run. The red The assessment failed card shows the error message; the part in square brackets at the start names the step that failed.
If the card says admin consent is no longer active, the customer must approve again (Re-granting consent).
If the error mentions Conditional Access (AADSTS53003), the tenant blocks our app with a Conditional Access policy for workload identities. Ask the customer to exclude the M365 Assessment apps from that policy, then select Run again.
Otherwise select Run again. If it keeps failing, copy the run ID (the copy button next to Run in the header) and send it to support.
Good to know
Runs that fail because of the tenant (consent removed, Conditional Access, tenant not found) count toward your quota; failures on our side are refunded automatically (details).
Troubleshooting
The run completed but some chapters are missing
“Couldn’t start assessment”
Check the message in the notification. Consent and quota problems have their own messages; anything else, try again in a few minutes.
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