Troubleshooting source connections

A connected source has stopped working, or you are not sure whether it is working. This article covers how to tell, and what to do about work that ran while it was down.

Check the state first

1. Go to Settings, then Integrations.
2. Open the integration in question.
3. The screen shows its current state, and the reason where it has failed.

Failure is reported here rather than as empty search results. That is the design: if a broken connection returned nothing, an officer would read "no responsive records" and close a request on a search that never ran.

So an empty result means nothing matched. It only means that if the connection was healthy at the time.

The usual causes

Consent withdrawn. The admin consent granted at setup can be revoked on the Microsoft side without anything changing in Govflo.

License changed. Purview eDiscovery has to remain on the tenant's license.

Tenant reconfigured. Directory changes, conditional access policies and security tightening can all invalidate a working connection.

Who can fix it

Reconnecting usually needs someone able to grant admin consent in Microsoft 365, which is normally an IT administrator rather than a records officer.

If that is not you, send them the state shown on the integration screen. That is a more useful message than reporting that Govflo is broken, because the failure is usually on the tenant side.

Deal with searches that ran while it was down

Run them again. Do not rely on an empty result from a period when the connection was failing.

If you have already told a requester there were no responsive records on the strength of such a search, correct it rather than leaving it. The record of what you searched is itself discoverable, and a search that did not run is not a search.

Prevention

Check the connection before a large discovery run. Finding out that a search never ran is much cheaper before you have relied on the result than after.