71047: Acronis Cyber Protect Cloud: C2C mailbox backup fails with "[Microsoft][ews-code=ErrorInternalServerError]: An internal server error occurred. The operation failed" or "Cannot get the user's email address for connecting to the Microsoft 365 group mailbox"

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Last update: 29-08-2022

Symptoms

  • You have created a backup plan for your Microsoft 365 mailboxes
  • Backup of the mailbox fails with: "[Microsoft][ews-code=ErrorInternalServerError]: An internal server error occurred. The operation failed" OR "Cannot get the user's email address for connecting to the Microsoft 365 group mailbox. At least one group owner is required to back up or recover the group mailbox. An owner must be a licensed user"
  • Some users look like deleted or greyed out although they still exist in Microsoft
  • Some resources are not recognized properly: for example, user has only mailbox, but in fact there should be OneDrive as well
  • The issue occurred after 17th of August, 2022.

Cause

This is a temporary Microsoft-side issue and can't be resolved on our side. Microsoft has been executing some maintenance on archive and primary mailboxes between 17th and 28th of August. This causes service interruptions and frequent connectivity errors.

To find the exact root cause, check the current service health status on Microsoft website.

You will need to sign in with Microsoft credentials to check the current service health status.

Solution

As for the 29th of August, the number of failures is rapidly decreasing.

Backups of some mailboxes may still fail because Microsoft is currently deploying fixes, but the issue is resolved for the most of accounts.

Workaround

There is no workaround for the issue with primary mailboxes.

If you receive errors regarding archive mailboxes, you can do the following:

  1. Disable the Archive mailbox switch in the backup plan settings of the affected plan.
  2. Refresh the M365 organization
  3. Start backup manually: as connectivity issues are unstable, this may help to have backups of the most critical resources

 

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