59616: Acronis Backup Advanced 11.7: “An error in the COM EWS adapter” when backing up Information Store of Exchange 2016

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Applies to: 

Symptoms

  1. You back up Information Store of Exchange 2016 and set Metadata collection level to Include mailboxes and folders or Include e-mails.
  2. Backup is successful but mailboxes metadata was not collected and the message "An error in the COM EWS adapter" can be found in logs, here is an example of such log:

Cannot collect metadata of the e-mails in folder 'Session/ACS Default Database/DocsMetadata/ACS Default Database/<mailbox>/Sent Elements'. The e-mails will be added to the backup. However, it will not be possible to browse them in the backup or recover them without recovering the entire database or storage group.
Code: 5964205 (0x005B01AD) = MODULE_MSEXCHANGE_DB_BACKUP (91) + ERROR_ARX_CHILD_MAILS_METADATA_BACKUP_SKIP (429)
LineInfo: 0xF2DD8062218B0A98
File: enterprise/applications/msexchange/archiver/src/engine/folder_backup_task.cpp [267]
$module: arx_agent_fork_vs_50058

An error in the COM EWS adapter.
Code: 5966577 (0x005B0AF1) = MODULE_MSEXCHANGE_DB_BACKUP (91) + ERROR_ARX_EWS_COM_ADAPTER_ERROR (2801)
LineInfo: 0x5BDC0E05D88E7070
File: enterprise/applications/msexchange/technology/ews/service/com/src/exchange_connection_over_com.cpp [231]
$module: arx_agent_fork_vs_50058

.NET exception 'System.NullReferenceException' has occurred
Code: 5966592 (0x005B0B00) = MODULE_MSEXCHANGE_DB_BACKUP (91) + ERROR_ARX_EWS_DOT_NET_EXCEPTION_WITH_STACK (2816)
LineInfo: 0x5BDC0E05D88E7070
File: enterprise/applications/msexchange/technology/ews/service/com/src/exchange_connection_over_com.cpp [231]
$module: arx_agent_fork_vs_50058

Cause

It is an issue in the product which will be fixed in the next updates.

Solution

  1. Stop Acronis Managed Machine Service on the machine with Agent for Exchange: Start -> Search -> type services.msc -> locate Acronis Managed Machine Service and click Stop the service.
  2. Download ComEwsAdapter and unpack it.
  3. Navigate to C:\Program Files (x86)\Common Files\Acronis\BackupAndRecovery\Common\ and move ComEwsAdapter.dll to another folder.
  4. Paste the DLL downloaded in step 2 to C:\Program Files (x86)\Common Files\Acronis\BackupAndRecovery\Common\
  5. Start Acronis Managed Machine Service.

Start backup. Is should complete successfully. You can delete old ComEwsAdapter.dll.

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