45995: Acronis Backup: Troubleshooting Mailbox-level Backup Failures

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    Last update: 29-04-2021

    Mailbox-level backup - is a type of backup that stores contents of Exchange mailboxes and/or public folders.

    Acronis Backup accesses the contents using Messaging Application Programming Interface (MAPI), so backing up multiple mailboxes may take a long time.  Backing up at a mailbox level makes sense when you need to frequently back up a small number of mailboxes. Otherwise, consider a database-level backup (Information Store backup).

    Follow step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to error troubleshooting step.

    1. Prerequisites

    Complete all steps before proceeding to error troubleshooting step.

    1.1 Necessary permissions

    User specified for Acronis Managed Machine Service and in What to back up > Access credentials should have necessary rights to perform backup:

      • Log on as service
      • Adjust memory quotas for a process
      • Replace a process level token

    Check permissions and add if necessary as described in Adding Necessary Rights

    1.2 Sufficient privileges on Exchange databases

    Check that user specified for Acronis Managed Machine Service and in What to back up > Access credentials has privileges listed in Necessary User Accounts to Back Up Microsoft Exchange Server

    1.3 User has a mailbox and it is not hidden

    Make sure that the account you use is associated with the mailbox. The mailbox has to be initialized and available in a global address list. The mailbox database containing the associated mailbox must be mounted. The user account that is associated with the mailbox must reside in the same forest as the Exchange server.

    If all steps above have been executed and issue still persists, go to error troubleshooting step.

    2. Error troubleshooting

    Backup fails with a "Failed to create a MAPI profile. HRESULT" error. See the error message and determine the root cause of the issue. Follow instructions.

    Known issues:

    Acronis Backup Advanced 11.5: Backup of Databases or Mailboxes or Browsing of Mailboxes Fails with 'MAPI IMsgStore has not been retrieved from IMAPISession. HRESULT: -2147221219'

    Acronis Backup Advanced 11.5 for Exchange: Mailbox Fails with Error 'Failed to Create a Mapi Profile. HRESULT:. -2147221227'

    Acronis Backup Advanced 11.7/11.5 for Exchange: Microsoft Outlook, Which Prevents Backing Up, Recovering, and Browsing Mailboxes, Is Detected on Exchange Server

    If these steps do not resolve the issue, go to collect information step.

    3. Collect information

    Collect following information and contact Acronis Support.

    3.1 Debug logs

    1. Turn debug logs as described in Acronis Backup & Recovery: Collecting Debug Logs
    2. Reproduce the issue.
    3. Collect debug logs and turn off debug logging.

    3.2 Export of the backup plan

    Export the backup plan (right-click on the plan -> Export).

    3.3 Log

    Save log of the failing backup plan (right-click on the plan -> Log -> switch to Events -> Save to file).

    3.4 System Report

    Collect System Report from the machine: see instruction for Acronis Backup 11.7/11.5: Generating System Report or Acronis Backup 12.5 and 12: how to collect system information, if this fails for any reason, you can use this AcronisInfo Utility.