Resolve errors in Microsoft 365 retention and retention label policies

If you encounter an error about Microsoft 365 retention or retention label policies, select the applicable error description from the following list:

• Settings not found
• Something went wrong
• The ___location is ambiguous
• The ___location is out of storage
• The site is locked
• We're still processing your policy
• We can't process your policy
• We couldn't find this ___location
• We ran into a problem
• You can't apply a hold here
• Your policy is stuck in PendingDeletion

If none of the resolutions apply to your issue, contact Microsoft Support.

For information about how to identify retention policy errors, see Identify errors in Microsoft 365 retention and retention label policies.

Error: Settings not found

Symptoms

When you check the details pane for a retention policy in the Microsoft Purview portal, you see the error message, "Settings not found."

Cause

Your retention policy has no retention rules.

Resolution

To resolve this issue, use either of the following methods.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. Select the policy, and then select Edit.

3. In Retention settings, add rules to your retention policy.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Use the applicable cmdlet for your workload to add rules to your retention policy.

   Use the New-RetentionComplianceRule cmdlet for policies that target:

   • Microsoft Exchange Online email
   • Microsoft SharePoint sites
   • Microsoft OneDrive accounts
   • Microsoft 365 Groups
   • Microsoft Skype for Business conversations
   • Exchange Online public folders
   • Microsoft Teams chat messages
   • Teams channel messages

   For example, to add a rule that specifies an unlimited retention period, run the following command:

   New-RetentionComplianceRule -Name "<new rule name>" -Policy "<existing policy name>" -RetentionDuration Unlimited
   

   Use the New-AppRetentionComplianceRule cmdlet for policies that target:

   • Teams private channel messages
   • Microsoft Viva Engage user messages
   • Viva Engage community messages

   For example, to add a rule that specifies an unlimited retention period, run the following command:

   New-AppRetentionComplianceRule -Name "<new rule name>" -Policy "<existing policy name>" -RetentionDuration Unlimited
   

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Error: Something went wrong

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "Something went wrong."

If you run the following command, you see PolicyNotifyError in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

An unspecified error occurred in the notification pipeline of the policy sync and distribution process.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. To open the policy details pane, select the policy. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

3. In the policy details pane, select Retry. The policy enters a pending state until policy sync and distribution finishes.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: The ___location is ambiguous

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "The ___location is ambiguous."

If you run the following command, you see MultipleInactiveRecipientsError in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

The system returned more than one result for the specified ___location. For the system to apply a policy, each applicable ___location must have one match.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane that opens when you select the policy name.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. Select the policy, and then select Edit.

3. Remove the duplicate locations from the policy.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Remove the duplicate locations from the policy by using the Set-RetentionCompliancePolicy cmdlet. For example, to remove an Exchange ___location use the RemoveExchangeLocation switch.

3. Retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: The ___location is out of storage

Symptoms

When you try to create or update a policy in the Microsoft Purview portal, the operation fails. In the details pane for the policy, you see the error message, "The ___location is out of storage."

If you run the following command, you see SiteOutOfQuota in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

The ___location doesn't have enough available storage for the system to apply your policy or policy update.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. Increase the storage quota for the specified ___location. Contact the site administrator or global SharePoint administrator to manage the quota for the ___location. You can also delete unnecessary items to increase available storage.

2. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

3. Select the policy to open the policy details pane. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

4. In the policy details pane, select Retry. The policy enters a pending state until policy sync and distribution finishes.

Method 2: Use PowerShell

1. Increase the storage quota. Contact the site administrator or global SharePoint administrator to manage the quota for the ___location. You can also delete unnecessary items to increase available storage.

2. After you increase the storage quota, connect to Security & Compliance PowerShell.

3. Retry policy sync and distribution. To redeploy the policy, use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: The site is locked

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "The site is locked."

If you run the following command, you see SiteInReadOnlyOrNotAccessible in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

An administrator locked the site, or the system temporarily locked the site during an automated process. During an automated process, updates aren't permitted.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. Contact the site administrator or Global SharePoint administrator to unlock the site, and then redeploy this policy.

2. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

3. Select the policy to open the policy details pane. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

4. In the policy details pane, select Retry. The policy enters a pending state until policy sync and distribution finishes.

Method 2: Use PowerShell

1. To unlock the site, contact the site administrator or global SharePoint administrator, and then redeploy this policy

2. Connect to Security & Compliance PowerShell.

3. When the site is unlocked, retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: We're still processing your policy

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "We're still processing your policy."

If you run the following command, you see PolicySyncTimeout in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

The policy sync didn't finish within the expected timeframe.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for extra resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. Select the policy to open the policy details pane. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

3. In the policy details pane, select Retry. The policy enters a pending state until policy sync and distribution finishes.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: We can't process your policy

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "We can't process your policy."

If you run the following command, you see ActiveDirectorySyncError in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

The policy didn't sync with Microsoft Entra ID.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. Select the policy to open the policy details pane. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

3. In the policy details pane, select Retry. The policy enters a pending state until policy sync and distribution finishes.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: We couldn't find this ___location

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "We couldn't find this ___location."

If you run the following command, you see FailedToOpenContainer in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

The policy can't sync to a ___location because the ___location doesn't exist. The ___location might have existed previously.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. Select the policy to open the policy details pane. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

3. Remove the problematic locations from the policy.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Remove the problematic locations from the policy by using the Set-RetentionCompliancePolicy cmdlet. For example, to remove an Exchange ___location use the RemoveExchangeLocation switch.

3. Retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: We ran into a problem

Symptoms

When you check the details pane for a policy in the Microsoft Purview portal, you see the error message, "We ran into a problem."

If you run the following command, you see InternalError in the value returned by the DistributionResults property:

Get-RetentionCompliancePolicy -Identity "<policy name>" -DistributionDetail | Select -ExpandProperty DistributionResults

Cause

An unspecified error occurred in the policy sync and distribution process.

Resolution

To resolve this issue, use either of the following methods. If you use method 1, check for other resolution options in the policy details pane.

Method 1: Use the Microsoft Purview portal

1. In the Microsoft Purview portal, search for the policy on the following tabs:

   • Data Lifecycle Management > Microsoft 365 > Retention policies
   • Data Lifecycle Management > Microsoft 365 > Label policies
   • Records Management > Label policies

2. Select the policy to open the policy details pane. Make sure that you select the policy name and not the corresponding checkbox. Otherwise, the details pane doesn't open.

3. In the policy details pane, select Retry. The policy enters a pending state until policy sync and distribution finishes.

Method 2: Use PowerShell

1. Connect to Security & Compliance PowerShell.

2. Retry policy sync and distribution. Use the Set-RetentionCompliancePolicy cmdlet together with the RetryDistribution switch to redeploy the policy:

   Set-RetentionCompliancePolicy -Identity "<policy name>" -RetryDistribution
   

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Error: You can't apply a hold here

Symptoms

When you try to add a ___location to a policy in the Microsoft Purview portal, the operation fails and you see the error message, "You can't apply a hold here."

If you try to add a ___location to a policy by using PowerShell, you receive the RecipientTypeNotAllowed error message.

Cause

You tried to add a mailbox ___location to a policy, but the policy doesn't support the mailbox type. This error occurs only when a ___location is added to a policy.

Resolution

To resolve this issue, use either of the following methods.

Method 1: Use the Microsoft Purview portal

1. Go back to the step in which you specified the policy locations, and then remove the problematic locations from the policy.

2. Retry your update.

Method 2: Use PowerShell

1. In the script or command that you used to add locations, remove the problematic locations. The applicable PowerShell cmdlets are:

   • New-RetentionCompliancePolicy
   • Set-RetentionCompliancePolicy
   • New-AppRetentionCompliancePolicy
   • Set-AppRetentionCompliancePolicy

2. Retry your update.

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Error: Your policy is stuck in PendingDeletion

Symptoms

When you try to delete a policy, the operation fails.

Cause

An unspecified error occurred when you tried to delete the policy.

Resolution

1. Connect to Security & Compliance PowerShell.

2. Remove the policy. Use the Remove-RetentionCompliancePolicy cmdlet together with the ForceDeletion switch:

   Remove-RetentionCompliancePolicy -Identity "<policy name>" -ForceDeletion
   

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More information

For information about how to troubleshoot eDiscovery issues, see Resolve common eDiscovery issues.