61748: Acronis Backup 12.5: Troubleshooting mailbox backup failure

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    How to troubleshoot issues with mailbox backup

    Introduction

    A mailbox is a part of mailbox database that is a unit of granularity where mailboxes are created and stored. A mailbox database is stored as an Exchange database (.edb) file mostly on a separate mailbox server. A mailbox contains items like user's folders, calendar, meetings, attachments and etc.

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

    Acronis Backup accesses the contents using EWS (Exchange Web Service), 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).

    Acronis Backup 12.5 has following methods of backing up mailboxes:

    • Application aware backup of physical or virtual machine including Exchange DB with all mailboxes
    • Mailbox backup with the help of Acronis Backup Exchange Agent
    • Mailbox backup with the help of Agent for Office 365

    How is the backup created?

    • System checks Acronis Managed Machine service user access rights. If there are no rights then system requests credentials to Exchange Server from the user.
    • System connects to Exchange PowerShell with provided credentials using Client Access server role.
    • System can get server type and mailboxes list using PowerShell and show in Backup Console.

    Supported operating systems: see product documentation

    Supported Exchange server versions: see product documentation

    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

    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 the following privileges:

    • Exchange 2007: The account must be a member of the Exchange Organization Administrators role group.

      Exchange 2010 and later: The account must be a member of the Organization Management role group.

    • The account must be a member of the Recipient Management role group.
    • The account must have the ApplicationImpersonation management role enabled for all users or groups of users whose mailboxes the agent will access.

    See product documentation for more information.

    1.3 Common requirements:

    Ensure that:

    • The Microsoft Exchange Information Store service is started.
    • Windows PowerShell is installed. For Exchange 2010 or later, the Windows PowerShell version must be at least 2.0.
    • Microsoft .NET Framework is installed.For Exchange 2007, the Microsoft .NET Framework version must be at least 2.0.
    • For Exchange 2010 or later, the Microsoft .NET Framework version must be at least 3.5.
    • The Exchange writer for VSS is turned on (vssadmin list writers).

    If all prerequisites have been checked and issue still persists, go to error troubleshooting step.

    2. Error troubleshooting

    2.1.Usability issues

    Issue Solution
    You installed Agent for Exchange or use Agent for Vmware but mailboxes do not appear in the Devices tab

    Connect Agent for Exchange to CAS (Client Access server)

    • Click Devices > Add.
    • Click Microsoft Exchange Server.
    • Click Exchange mailboxes.
    • Follow the instructions 

    As a result, the mailboxes appear under Devices > Microsoft Exchange > Mailboxes.

    You run application-aware backup but mailboxes have Unprotected status The status changes only if a backup plan is applied directly to the mailboxes. Application aware backup does not change protections status of the mailboxes (although you can still recover mailboxes from the database backup)
    Backing up multiple mailboxes takes a long time This is expected behavior. 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).

    3. Collect information

    Collect following information and contact Acronis Customer Central.

    3.1 Debug logs

    1. Turn debug logs as described in Acronis Backup 12.5 and 12: how to collect debug logs (Windows)
    2. Reproduce the issue.
    3. Collect debug logs and turn off debug logging.

    3.2 Export of the backup plan

    Export the backup plan: select the backup plan, click Export in the menu and save the .json file.

    3.3 System Report

    Collect System Report from the machine where the backup fails: see instructions in Acronis Backup 12.5 and 12: how to collect system information, if this fails for any reason, you can use this AcronisInfo Utility.

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