Troubleshooting SharePoint stub access denied errors

Description

Either of the following error messages are shown when trying to access or download a file in Alta SaaS Protection (ASP) from a stub (e.g., filename.stub.url) in SharePoint Online (SPO): 

You do not have the required permissions to access this item (ItemID) in Stor ID {storID}. Click here for more details or contact your administrator to review the permissions for this item located at {admin portal content page url} 

OR 

The currently authenticated principal ('Principal Name’, ID: {Principal ID}) does not have access to item ID {ItemID} in stor ID {storID} . Your administrator can review the permissions on the item in ASP at – {admin portal content page url}. For more information please refer to : https://www.veritas.com/content/support/en_US/article.100072851

Troubleshooting: 

The end user facing this issue should share the following ASP details:

• Complete error message 
• Name of the file attempting to access
• Login account attempting to access the file in ASP

The ASP administrator can use the link to the item on the Content page in the Admin Portal, to check if the permissions are on the file as seen on the ASP admin portal content page has the permission for the end user trying to access the ASP content through the stub on the SPO site. The end user may be part of an AD group which may be given permission. The permissions on that item in ASP should also be matched to the stubbed item in SPO. 

An access denied error may come if the permission to the item in ASP is missing or incorrect. This could be due to one of the following reasons: 

• The user does not have the ASP permissions to download or restore a stub file as stated in the Managing end-user experience with stubbed items. 

• The item has the 'View only' permission, or some other SharePoint permissions not supported in ASP.  Reference End-user SharePoint data access in Veritas Alta SaaS Protection for more detailed information.

• The file/user permission has changed but a backup has not happened yet.  

• The stub is copied/moved to another location in SPO, or restored back from the Recycle Bin.  This is detailed in Issues when accessing or restoring files from copied or moved stubs (.stub.url) in SharePoint Online 

• When a user's User Principal Name (UPN) has been renamed, and the ASP Directory Synchronization is unable to merge it with the existing Principal. In this case, if the user logs in with the new UPN, they might see this error when trying to access the data which was backed up under the previous UPN. 

• The UPN of a user is used as a proxy email address of another user. 

• If two different AD tenants are backed up by ASP and the end user trying to access items in ASP is shared between the tenants (e.g. a user in tenant A is present as an external user in tenant B and tenant A and tenant B are backed up and synced by ASP), items which have permission to the shared users will face permission issues when accessing items. 

For more information, please refer to the End User Guide, or contact your ASP administrator.