M365 Teams backups finish 'Done with errors' with 'Failed to refresh access token (BadRequest)' on Teams app metadata
Machine-distilled from a resolved support ticket on 2026-09-28. Source ref: 96e73fa0e18b. Verify before relying on it.
Applies to: HYCU R-Cloud protecting Microsoft 365 (Teams); version not specified
Symptom: Microsoft 365 Teams backup jobs complete with a 'Done with errors' status. Core Teams data (messages, files, user data) is backed up successfully, but capturing Teams app related metadata fails for some users with the error 'Failed to refresh access token (BadRequest)'. Teams app metadata is therefore missing from those backups, and backup integrity cannot be fully verified until the errors are cleared.
Cause: The OAuth token and Microsoft Graph permissions granted to HYCU for the Microsoft 365 source are no longer valid or are incomplete for the Teams Apps API. HYCU cannot refresh the access token used to read Teams app metadata, while other Teams data calls still succeed.
Resolution: 1. Ask a Microsoft 365 administrator with rights to grant tenant-wide consent to log in to the HYCU portal. 2. Open the Microsoft 365 source used for Teams protection and choose the option to reconnect or re-authorise it. 3. During the Microsoft consent process, accept all requested permissions. This refreshes the OAuth token, reapplies the Graph permissions and restores access to the Teams Apps API. 4. Allow the next scheduled backups to run, or run a manual backup, and confirm that the Teams jobs complete without the access token error. 5. If the customer needs internal change approval before re-granting consent, tell them that backup integrity for Teams app metadata cannot be confirmed until consent has been re-granted.
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