Troubleshooting

Troubleshooting Exchange Errors and Missing Mail Flow Data

If Exchange controls are failing or mail flow data is missing in Cloud Capsule, a Microsoft provisioning issue may have left the Exchange Administrator role unassigned. Learn how to verify and manually assign the role in Microsoft Entra to restore full Exchange visibility.

Troubleshooting Exchange Errors and Missing Mail Flow Data

If you are seeing Exchange-related control errors or mail flow traffic is not populating in Cloud Capsule, the cause is typically a missing Exchange Administrator role that was not provisioned correctly by Microsoft during the consent process. This article explains why this happens and how to manually resolve it from within your Microsoft Entra Admin Center.

Common Symptoms

  • Exchange policy controls are failing or not validating
  • Mail flow traffic data is not displaying for a tenant
  • Exchange-related errors appearing in the security assessment

What Causes This

In rare cases, Microsoft does not correctly provision the Exchange Administrator role during the consent process. Because the role is missing at the API level, Cloud Capsule is unable to assign it programmatically. This is a Microsoft-side provisioning issue outside of Cloud Capsule's control. The resolution requires manually assigning the role directly in the Microsoft Entra Admin Center.

Step 1: Verify the Exchange Administrator Role Assignment

  1. Go to the Microsoft Entra Admin Center
  2. Navigate to Roles and Administrators
  3. Search for Exchange Administrator and open the role
  4. Under Active Assignments, check whether CloudCapsule is listed

Step 2: Manually Assign the Role (if missing)

  1. From the Exchange Administrator role page, click + Add Assignments
  2. Search for CloudCapsule
  3. Select it and confirm the assignment

Step 3: Re-run the Assessment

  1. Return to the Cloud Capsule app
  2. Re-run the security assessment for the affected tenant
  3. Verify that Exchange controls are now validating and mail flow data is populating

Note: Role assignment changes in Microsoft Entra may take a few minutes to propagate. If the assessment still shows errors immediately after re-running, wait a few minutes and try again.

When to Contact Support

If you have completed the steps above and are still experiencing Exchange errors or missing mail flow data, please contact support with the following:

  • The name and tenant ID of the affected tenant
  • A screenshot of the Active Assignments page confirming CloudCapsule is listed
  • A screenshot of the errors or missing data in Cloud Capsule

Email: support@cloudcapsule.io
In-app: Navigate to Support and open a new ticket.