Restore Troubleshooting - Exchange Mailbox Agent

Table of Contents

Restore job hangs in a pending state

Problem

Restore job hangs in a pending state.

Solution

The restores will hang in pending state if the MAPI32.dll file is not removed from the <software installation directory>\Base directory prior to performing a non-PST restore. The MAPI32.dll file allows the client computer to support restores to PST. To resolve this issue, remove the MAPI32.dll file prior to performing a non-PST restore.

Completed with one or more errors

Restore jobs from Exchange Mailbox iDataAgent will be displayed as "Completed w/ one or more errors" in the Job History in the following cases:

  • During restore if few mailboxes cannot be restored and remaining mailboxes are restored successfully.

Storage limit prevents the entire list of items from being restored

Problem

All items selected to be restored are not being restored.

Solution

Before performing a mailbox, mailbox folder or mailbox message restore, ensure that the storage limits are disabled. Follow the steps below to remove or disable any storage limit:

  1. From the Exchange Server software hierarchy view, under the Exchange Server computer, select Private Information Store.
  2. Select the Private Information Store Properties box.
  3. Remove or disable any storage limits.

Storage limits can be set from an individual mailbox, or to use the value taken from the Private Information Store Properties box. If any individual mailboxes have set storage limits, disable them as well.

Restore operation time may exceed in case of restoring large amount of data

Problem

Restore time is exceeding the time allowed in the operation window for the client.

Solution

Perform restores either by breaking up the restore into many smaller restores, or perform an Exchange Server Database restore to prevent exceeding the time allowed in the operation window for the client.

Special characters might result in inconsistent restore

Problem

Restores from browse operation are inconsistent, with blank spaces or special characters being displayed in the mailbox or the display name.

Solution

The use of the characters "/", "\" and "" in the message subject line, mailbox name, alias, SMTP address, folder, or subfolder might cause inconsistent browse and restore operations.

For example, a slash or backslash in the subject header might appear as a pipe character. In addition, when a slash or backslash is used in the mailbox or display name, the entry might appear blank in the restore browse screen, and might not be a valid backup.

To resolve this issue, do not use the characters "/", "\" and "" in the message subject line, mailbox name, alias, SMTP address, folder, or subfolder.

Unable to view all alias name changes

Problem

Unable to view all alias names using image browse after an alias name change.

Solution

If you perform an incremental backup after an alias name change, and then if you perform an image browse of the data, then you will only see the latest alias displayed in the Browse window. You may not able to see all alias names. To resolve this issue, perform a non-image browse to see all alias names in the Browse window for the current index.

Follow the steps below to perform non-image browse operation:

  1. From the CommCell Browser, navigate to <Client>.
  2. Right-click <Client Computer> or Exchange Mailbox, click All Tasks | Browse&Recover/Browse Default Backup Set.
  3. From the Browse Options dialog box, select Show Deleted Items check box.
  4. Click OK.

"Overwrite" and "Skip" restore options are ignored

Problem

While performing an Out-of-Place restore to \recovered items folder the Overwrite and Skip restore options are ignored and the messages are appended.

Solution

To resolve this issue, specify another folder name during Out-of-Place restore.

Duplicate items appearing in browse results

Problem

You may see duplicate items during a browse operation at the BackupSet level if all MediaAgents for different subclients belonging to the same client are not upgraded together.

Solution

Make sure to upgrade all MediaAgents used by different subclients of the same client together.

If you encounter the issue, upgrade any remaining MediaAgents, you may not have upgraded previously to resolve.

Recovering data associated with deleted clients and storage policies

Symptom

In a disaster recovery scenario, use the following procedure to recover data associated with the following entities:

  • Deleted storage policy
  • Deleted client, agent, backup set or instance

Before You Begin

This procedure can be performed when the following are available:

  • You have a Disaster Recovery Backup that contains information on the entity that you are trying to restore. For example, if you wish to recover a storage policy (and the data associated with the storage policy) that was accidentally deleted, you must have a copy of the disaster recovery backup that was performed before deleting the storage policy.
  • Media containing the data you wish to recover is available and not overwritten.
  • If a CommCell Migration license was available in the CommServe when the disaster recovery backup was performed, no additional licenses are required. If not, obtain the following licenses:
    • IP Address Change license
    • CommCell Migration license

    See License Administration for more details.

  • A standby computer, which is used temporarily to build a CommServe.
Recovering Deleted Data
  1. Locate the latest Disaster Recovery Backup that contains the information on the entity (storage policy, client, agent, backup set or instance) you are trying to restore.
    • Check the Phase 1 destination for the DR Set or use Restore by Jobs for CommServe DR Data to restore the data.
    • If the job was pruned and you know the media containing the Disaster Recovery Backup, you can move the media in the Overwrite Protect Media Pool. See Accessing Aged Data for more information. You can then restore the appropriate DR Set associated with the job as described in Restore by Jobs for CommServe DR Data.
    • If the job is pruned and you do not know the media containing the Disaster Recovery Backup, you can do one of the following:
      • If you regularly run and have copies of the Data on Media and Aging Forecast report, you can check them to see if the appropriate media is available.
      • If you do not have an appropriate report, and know the media that contains the DR Backup, catalog the media using Media Explorer. Once the cataloging process is completed, details of the data available in the media are displayed.
  2. On a standby computer, install the CommServe software. For more information on installing the CommServe, see Install the CommServe.
  3. Restore the CommServe database using the CommServe Disaster Recovery Tool from the Disaster Recovery Backup described in Step 1. (See CommServe Disaster Recovery Tool for step-by-step instructions.)
  4. Verify and ensure that the NetApp Client Event Manager NetApp Communications Service (EvMgrS) is running.
  5. If you did not have a CommCell Migration license available in the CommServe when the disaster recovery backup was performed, apply the IP Address Change license and the CommCell Migration license on the standby CommServe. See Activate Licenses for step-by-step instructions.
  6. Export the data associated with the affected clients from the standby CommServe as described in Export Data from the Source CommCell.

    When you start the Command Line Interface to capture data, use the name of the standby CommServe in the -commcell argument.

  7. Import the exported data to the main CommServe as described in Import Data on the Destination CommCell.

    This brings back the entity in the CommServe database and the entity is visible in the CommCell Browser. (Press F5 to refresh the CommCell Browser if the entity is not displayed after a successful merge.)

  8. You can now browse and restore the data from the appropriate entity.

    As a precaution, mark media (tape media) associated with the source CommCell as READ ONLY before performing a data recovery operation in the destination CommCell.