System Error: Could Not Initialize O365 Connector During Document Approval

Environment

• Product: SOLABS QM10
• Version: 10.10.0
• Component: Document Workflows — Review/Approval Routing
• Feature: Microsoft Office 365 (O365) Collaborative Review Integration

Issue / Symptoms

When a user attempts to send a document for approval or confirm an approval action in SOLABS QM10, the following system error is displayed:

System Error: Could not init O365 connector: authentication result was null

The error prevents the user from completing the document approval workflow. The document remains pending, and the approval action is not submitted.

Cause

This error occurs when SOLABS QM10 is unable to establish a connection with the Microsoft Office 365 connector used for collaborative review and online document editing. The authentication result returned is null, which indicates that the session token or OAuth handshake with Microsoft O365 has timed out or been interrupted.

This is typically caused by a stale browser session or a temporary authentication timeout between SOLABS QM10 and the Microsoft O365 service. It is not caused by a configuration change or a defect in the document itself.

Resolution

1. Do not click Confirm on the approval dialog while the error is displayed. Close the dialog or navigate away without submitting.
2. Log out of SOLABS QM10 completely using the logout option in the application.
3. Close the internet browser entirely — do not simply close the tab. Ensure the browser application is fully terminated.
4. Reopen the browser and navigate back to your SOLABS QM10 instance.
5. Log back in using your standard credentials.
6. Navigate to the document in question and attempt to open the document in approval
7. Attempt the approval action again.
   • If the error no longer appears, proceed to confirm the approval. The correct document version will be routed for approval.
   • If the error persists after following the steps above, contact SOLABS Support to initiate a deeper investigation of the O365 connector configuration.

Additional Information

• This error is specific to the Microsoft O365 collaborative review feature. It does not affect standard document approval workflows that do not rely on O365 integration.

• If this error recurs frequently for the same user or across multiple users, the issue may be related to the O365 connector token configuration or session management settings at the environment level. In such cases, a support ticket should be submitted for investigation.