Employee Communications Error Codes & Resolution Guidance
The following document outlines various error codes you may see from the Employee Communications platform as well as various resolution steps.
| Error Code | Error Message | Error Description | Resolution Guidance |
|---|---|---|---|
| 1 | Unknown Error | Unknown Error | These errors are usually transient error that Moveworks has not encountered before, if you see a large majority of Error Code 1, file a support ticket for further investigation. |
| 2300 | Remote Chat System Error | Moveworks received a generic error from the chat platform | This type of error is usually transient, try your campaign again in a few hours. |
| 2301 | Chat Client Configuration Error | Microsoft Teams did not allow Moveworks to install itself to the user | Verify the Microsoft Teams App Permission policies to ensure that the user is allowed permission to access Moveworks. |
| 2701 | User Not Found | The user does not exist or has since been deleted from Moveworks. | Check your identity systems to ensure the user is active in all platforms. |
| 2702 | No Bot Access | User does not pass the "Bot Access Rule" defined in Moveworks Setup | Verify the user passes the Bot Access Rule or modify the Bot Access Rule as needed. |
| 626 | Chat API Not Implemented | This results with Google Chat when Domain wide delegation to install the bot to a received an error. | Try your campaign in a day or two, if still facing errors, reapply domain wide delegation and try again in another day. |
| 630 | Chat Message Timeout | This error is due to a timeout received from the Chat Provider | These errors are transient, and resending the campaign should work. Filter down to the users with this error code, and send another campaign retrying this message. |
| 2703 | Other Error | This error code indicates that the Chat route preference settings is not set | Navigate to the config in Moveworks Setup under Chat Bots > Notifications > Notification Routes and ensure a Priority is set for all Chat Providers |
| 2705 | User Not Reachable | The user is missing the chat external ID information of the user | Verify the user's join key in the primary identity system and ensure it matches up with the join key in the chat platform. |
| 2713 | Rate Limit Error | Moveworks hit a rate limit, retried, and then cancelled the message due to continuous errors. | These errors are transient, and resending the campaign should work. Filter down to the users with this error code, and send another campaign retrying this message. |
| 2711 | Duplicate Notification Error | A notification has been sent to the user, and it appears that the notification is being retried to the same user. | This may be caused by multiple email IDs for the same user listed in the campaign report or sheet. Double check the sheet you have uploaded. |
| 6561 | Campaign Scheduled in the past | The Campaign was set to go out in a time that is in the past for the user's timezone | Reschedule your campaign to a future date. Be sure to keep timezones in mind when scheduling. |
Updated about 2 months ago