How do I resolve the 'Incorrect Login details' error message I'm seeing on the Notifications page?

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If you cannot re-enable a user's disabled services, you will need to check some settings in your Google Apps domain admin panel.

If these screenshots do not look like your Google admin panel you probably have Google's old admin panel UI.

Solution 1: Verify that the user is active in your Google Apps Domain Management dashboard:

1) Log into your Google Apps domain panel

2) Select the 'Users' section to view your user setup

3) From the ‘Filters’ dropdown select 'Suspended Users'

4) Locate the user in question and verify that their Status is Suspended. If the user is currently suspended then you will need to click on their username to get to their details. Then, click on the 'Restore User' link.

5) Once the user has been restored, please re-enable the jobs for that user from your Notifications page

Solution 2: Verify that access has not been revoked to our services by the individual user:

1) Please log in to Gmail as the user that is receiving the incorrect login details error

2) Go to the Gear and select 'Settings'

3) Now select  the 'Accounts' tab followed by 'Google Account Settings'

4) Click 'Connected Apps & Sites' under 'Sign In & Security'.

5) This will display the services that the user has granted access to under the Connected Applications and Sites header.

6) Click Manage Apps to expand the list, and confirm that Backupify is listed (or click here)

7) If Backupify is not listed, the only way to resolve this issue is to have the end users themselves log into the Backupify. Just direct the user or users to navigate to http://app.backupify.com, and click the Log In Using Google button. Once their credentials are entered, they should receive a prompt to 'Integrate With Google'.

Once access is 'Allowed' again, this will resolve their 'incorrect login details' notification and 'unrevoke' access to the app in the users Google Apps settings.

Note: If end user access is turned off on your domain, the process outlined in step 7 above will still work, and the end user will still not have access to the site.

If you find from the above steps that the user is active in Google Apps, and all services have been granted access in the user's settings, then you should re-enable the jobs for that user from your SaaS Protection/Backupify Dashboard page. After the next job is run for that user, please check on the status. If the error persists then please contact Backupify Support.

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To contact Backupify/Datto SaaS Protection support, click here to submit a Support Request, or click here for more contact options.


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