3829959 - Groupware Sync Suspended with "BrokenIntegrityException: no initialized folders" After Migrating to Microsoft Graph

After migrating users from the Exchange Web Services (EWS) connector to the Microsoft Graph connector in Groupware, one or more users' synchronization stops. Synchronization sessions fail with the following error:

• BrokenIntegrityException: Broken customization – there are no initialized folders

The affected users receive "Synchronization was suspended" notification emails, and their status in Groupware settings shows Disabled due to an error.

Users who had at least one synchronization object type enabled continue to synchronize successfully after the migration. No data loss occurs for the affected users, as they had no synchronization objects within scope before the migration.

No manual change to Groupware configuration was made by the affected users prior to the failure.

• SAP Sales Cloud and SAP Service Cloud Version 2

1. In the Groupware profile assigned to one or more users, disable all eight synchronization object types: Account, Appointment, Contact, E-Mail, Individual Customer, Phone Call, Task, and Visit.
2. Migrate the affected users from the Exchange Web Services (EWS) connector to the Microsoft Graph connector.
3. Allow a synchronization session to run.

• Result:
  • Synchronization fails with the error: BrokenIntegrityException: Broken customization – there are no initialized folders

After consecutive failed sessions, the system automatically suspends synchronization and sends "Synchronization was suspended" notification emails to the affected users.

• Expected Result: Synchronization completes successfully, or a clear configuration validation warning is shown before suspension occurs.

During initial setup, the Microsoft Graph connector creates synchronization folders in the user's mailbox based on the enabled synchronization object types in the assigned Groupware profile. If all synchronization object types are disabled, no folders are initialized. The connector's integrity check then rejects the configuration with the BrokenIntegrityException error.

This represents a behavioral difference from the previous Exchange Web Services (EWS) connector, which accepted a configuration where all object types were disabled and allowed synchronization sessions to complete (without synchronizing any data). After migrating to Microsoft Graph, the same configuration causes repeated session failures, which eventually trigger the system's automatic suspension mechanism.

Connector	Behavior When All Object Types Are Disabled
EWS (previous)	Sessions run successfully; no data is synchronized; no error
Microsoft Graph (current)	Initial setup fails; integrity check throws BrokenIntegrityException; sessions are suspended

Step 1 – Identify affected users

In the Groupware administration settings, identify users with status Disabled due to an error and the BrokenIntegrityException error message.

Step 2 – Enable at least one synchronization object type

In the Groupware profile assigned to each affected user, enable at least one synchronization object type (for example: Appointment, Contact, or Task). Save and reapply the profile to the affected users.

Step 3 – Re-enable synchronization

Re-enable synchronization for the affected users. Allow a few synchronization cycles for the status to recover. The Mailbox Status should change to Initialized once synchronization completes successfully.

Note: If synchronization was re-enabled before the object type configuration was corrected, additional "Synchronization was suspended" emails may be sent during the interim period. This stops once the profile is corrected and a successful session completes.

Prevention

• Every user enabled for server-side synchronization must have at least one synchronization object type enabled in their Groupware profile.
• If a user should not synchronize any data, disable synchronization entirely for that user rather than disabling all object types.
• Before migrating users from EWS to Microsoft Graph, verify that all active Groupware users have at least one synchronization object type enabled.

Additional: Outlook Add-in Behavior by Object Type

The behavior of the Groupware Outlook add-in differs depending on the object type when the corresponding synchronization type is disabled:

Object Type	Add-in Behavior When Sync Type Is Disabled
Appointment, Visit, Phone Call	The add-in blocks manual saving of Outlook meetings. The following message is displayed: "Appointments, visits, and phone calls were disabled in SAP Sales Cloud, server-side integration for groupware (Customization page). You cannot save any object of this type to SAP Sales Cloud." At least one of these three types must be enabled to allow saving Outlook meetings via the add-in.
Contact, Account, E-Mail, Task	The add-in allows manual saving from Outlook even when the corresponding synchronization type is disabled.

• Refer to: Error Caused by Customer Modification (Wrong Modification / Customization)

groupware synchronization, brokenintegrityexception, broken customization, no initialized folders, synchronization suspended, server-side integration, groupware profile, synchronization object types, appointment, visit, phone call, contact, initialization error, connector change, graph connector, outlook add-in , KBA , CEC-CRM-GW , Groupware for SAP Sales/Service Cloud , Known Error

SAP Sales Cloud and SAP Service Cloud Version 2 all versions