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Frequently Asked Questions (FAQs)

Table of Contents

Why are the recalls slow?

Why can I not locate the restored messages of the root folder of an Archive Mailbox when they are restored to a .pst file?

What will be backed up if I switch from "Include Only Messages That Meet the Message Rules" to "Include All Messages"?

How can I browse or find and restore data that has been protected by a mailbox across all subclients?

How do I fix MAPI issues?

Why are the recalls slow?

The recall process might become slow when old data is not aged off. Schedule synthetic full backups at regular intervals so that the archived items are aged off based on their retention criteria.

Why can I not locate the restored messages of the root folder of an Archive Mailbox when they are restored to a .pst file?

When you restore messages of the root folder of an Archive Mailbox to a PST file, the messages are restored to the Inbox folder under the PST node.

If messages from the root of Archive Mailbox and Inbox of Primary Mailbox are restored to a PST file, all the messages are treated as Primary Mailbox messages and are restored to the inbox under the PST node.

In case the Inbox folder is unavailable, the restore to PST operation creates an Inbox folder and restores the messages of the root folder of the Archive Mailbox to it.

What will be backed up if I switch from "Include Only Messages That Meet the Message Rules" to "Include All Messages"?

If you switch from "Include Only Messages That Meet the Message Rules" to "Include All Messages", the subsequent backup operation backs up everything.

How can I browse or find and restore data that has been protected by a mailbox across all subclients?

If you are using Enable Auto Discover Database Affinity with Manage Content Automatically option, or if you are moving mailboxes between subclients manually, perform a Browse and Restore or Find and Restore operation at the backupset level so that all data that has been protected from that mailbox across all subclients is browsed.

How do I fix MAPI issues?

If you experience MAPI issues, you should first do the following:

  • Check the following:
    • The Exchange Services are running.
    • The databases are mounted.
    • Check the Windows Application Event logs on the Exchange Server for any errors.
    • For Exchange 2010, check the logs located in Exchange_installation_path\v14\Logging\RPC Client Access) for any errors.
    • For Exchange 2010, the throttling policy is set.
  • If you cannot open an existing Microsoft Outlook profile, create a new profile.
  • If you get a MAPI_E_FAIL_ON_PROVIDER (8004011d) error while running a backup, check if the Outlook profile is in the Cache Mode.

    See MAPI_E_FAIL_ON_PROVIDER (8004011d) for more details.

  • If multiple backup jobs that run in parallel are failing with profile errors, create the CreateProcessSpecificProfile additional setting.

    See Multiple Jobs Failing with Profile Errors for more details.

  • To fix Service Account permission issues, use ADSIEDIT for Exchange 2007 and set extended rights to Receive As for Exchange 2010.

    See Backup process remains in a pending state for more details.

  • For Microsoft Outlook, if automatic profile creation is failing, make the service account name unique for the auto discovery process.

    See Automatic Profile Creation is Failing for more details.

  • If you receive the MAPI_E_NETWORK_ERROR, for Exchange 2010, make sure that there is connectivity to the Client Access Role Server. For Exchange 2007, make sure that there is connectivity to Mailbox Role Server.
  • If you receive the Could Not Open the Exchange Private Message Store with Profile ExchAdm (E_FAIL (0x80004005)) error message, verify that the extended rights on the service account have Receive As set on all database on the Exchange server.

    See Could Not Open the Exchange Private Message Store with Profile ExchAdm (E_FAIL (0x80004005)) for more details.

  • If you receive the ERROR CODE [28:153]: The Mailbox Profile Used by this Product is Invalid error message, verify that the extended rights on the service account have Receive As set on all database on the Exchange Server.

    See ERROR CODE [28:153]for more details.

  • For Exchange 2010, if you receive the "Cannot Open Folder for Mailbox “username” MAPI_E_NOT_FOUND (0x8004010f)" error message during backups, verify that the extended rights on the service account have Receive As set on all database on the Exchange Server.

    See MAPI_E_NOT_FOUND (0x8004010f) for more details.

  • If the backup process stops responding when you enable or disable MAPI, create a new profile with Enable Referral option selected.

    See Process Stops Responding While Enabling or Disabling MAPIfor more details.

  • The process of profile creation might fail if the service account name is not unique. In addition, if you use Exchange Server 2010, verify that the Exchange server name specified in agent properties has the Client Access Role installed.

    See Cannot Log on to Microsoft Information Store or Profile Creation Is Failing for more details.

  • If the backup process stops responding with the extask.cpp:HrInitialize(1342) Initializing MAPI subsystem error message, uninstall MAPI CDO and install MAPI.

    See extask.cpp:HrInitialize(1342) Initializing MAPI subsystem error for more details.

Last modified: 4/12/2018 9:04:28 PM