61534: [Fixed] Acronis Backup: backup sporadically fails with "Can't connect to the mailbox of user Mailbox database guid"

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Symptoms

Backup of Office 365 mailboxes sometimes fails with:

Error code: 3
Module: 91
LineInfo: 0x5B3CC972C81BD710
Fields: {"$module":"arx_agent_fork_vsa64_10170"}
Message: Cannot find email '{0}'.
------------------------
Error code: 3118
Module: 91
LineInfo: 0x5B3CC972C81BD710
Fields: {"$module":"arx_agent_fork_vsa64_10170"}
Message: The EWS server has responded with error code 'ErrorItemNotFound'. Response message: The specified object was not found in the store., Can't connect to the mailbox of user Mailbox database guid: 20500020-662b-4995-a334-5071c5928146 because the ExchangePrincipal object contains outdated information. The mailbox may have been moved recently.

Cause

Issue in the product.

Solution

The issue has been fixed in version 7.7 Update 1 of Acronis Backup Cloud and Update 3.1 of Acronis Backup 12.5. Please update to the latest build.

As a workaround without updating, revoke the backup plan, apply it again, and click Run now. You might need to repeat this 1-3 times.

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