3345431 - Groupware Error: "ISEC-005: Authentication error."

When provisioning an new user in the Groupware Integration, installing Add-In or enabling the sync for an user, the following error variants shows up:

• "ISEC-005: Authentication error. Please provide valid mailbox credentials for this user."
• "ISEC-005: Authentication error. The request failed. The remote server returned an error: (401) Unauthorized."
• "Exchange operation failed. Please provide valid mailbox credentials for this user."
• "AADSTS9002313: Invalid request. Request is malformed or invalid."

• SAP Cloud for Customer
• SAP Sales Cloud V2
• SAP Service Cloud V2

The user's mailbox connection is not stablished properly. This usually occurs when:

• A new user is provisioned and the user never configured the e-mail connection
• An existing user updates the mailbox password and the old connection is lost
• An existing user changes its e-mail address

Before it is possible to enable sync or install the outlook sever side it is necessary that the provisioned users follow below steps:

1. Go to the Groupware > Users
2. In the list find the user affected and open it
3. Navigate to "E-mail Configuration" tab
4. Select the e-mail access type (e.g Office 365)

Add-ins must be installed by the user directly, not by the admin. The end user should go to their groupware settings page and click "Install Add-in".
For further the Mailbox Types details, check the "See Also" section.

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IMPORTANT:

In case the user is using Google Direct Logon as mailbox access type, there are some additional steps to set up the Gmail Integration. Please refer to below steps:

1. Open the navigation menu and go to Groupware User Settings.
2. Click on My Sync Status.
3. In Email configuration section click on Change.
4. Choose Google.
5. In the window that appears, log on to the Google account and allow access.
6. Click on Tenant Settings
7. Under the Server-side integration for Outlook and Gmail section, click on the link 'Server-side integration for Gmail'
8. The Google Chrome Web Store opens to the correct extension.
9. Add the extension.
10. In Chrome browser, select the three dots option at the top-right corner and then More tools -> Extensions.
11. Enable the extension that was just added.
12. The tenant URL is automatically mapped to the SAP Sales Cloud Version 2 for Gmail extension.

After this, the Add-in will be available in the Gmail, so it's not necessary to click on the 'Install add-in' button.

• Help Documentation: Manage User Provisioning
• KBA 3589957 - Groupware Integration Mailbox types for users configuration
• KBA 3774648 - Frequently Groupware Integration Configuration error codes

Outlook Server Side, Enable Synchronization, The request is invalid, ExchEWSUrl, ExchMailboxId , KBA , CEC-CRM-GW , Groupware for SAP Sales/Service Cloud , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem

SAP Cloud for Customer core applications all versions ; SAP Sales Cloud and SAP Service Cloud Version 2 all versions