Maintain control of your Microsoft Office 365 email data
pmansfield
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Mailbox backup failures since 01/01/17

Post by pmansfield » Jan 03, 2017 10:20 am

My last completely successful O365 backup was 31/12/16 at 22:00. The job backed up 397 mailboxes without problem, and no configuration changes have been made.

On 1st January, 7 mailboxes failed, and the retries for those 7 mailboxes failed too. The failing mailboxes gave the error:
01/01/2017 22:49:43 :: Processing mailbox <email address removed> failed with error: Object reference not set to an instance of an object.

On 2nd January, 15 mailboxes failed with the same error, and the retries for those mailboxes also failed. Only one of the mailboxes that failed on the 1st also failed on the 2nd, so it doesn't seem particularly related to mailboxes. Either something changed in O365 over the new year, or the date change has caused an issue with the software.

Any suggestions?

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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 03, 2017 10:23 am

Hi,

Please log a support case and post the support case here (and the follow-up). I am not familiar with issues because of the date change but I would like to see this investigated

Thanks
Mike

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Re: Mailbox backup failures since 01/01/17

Post by pmansfield » Jan 03, 2017 10:52 am

No problem. I've logged Case # 02027272.

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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 03, 2017 10:53 am

Thanks! Please keep us updated with the outcome.

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Re: Mailbox backup failures since 01/01/17

Post by pmansfield » Jan 03, 2017 11:16 am

Seems to be a known issue which is under investigation. It has been suggested I install an update for O365 Backup, plus an update for B&R 9.5.

flash
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Re: Mailbox backup failures since 01/01/17

Post by flash » Jan 03, 2017 2:07 pm

I have the same issue
17 out of 350 mailboxes started to fail
Where can I get this update to O365 backup you mentioned ?

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Re: Mailbox backup failures since 01/01/17

Post by foggy » Jan 03, 2017 3:36 pm

Please contact support to request the updates.

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Re: Mailbox backup failures since 01/01/17

Post by flash » Jan 03, 2017 4:10 pm

foggy wrote:Please contact support to request the updates.
I'm trying to open support ticket, but it asks for Support ID and I can't find it in O365 Backup Application

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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 03, 2017 4:11 pm 1 person likes this post

Flash,

Can you open the license file with a text editor? The Support ID is in there

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Re: Mailbox backup failures since 01/01/17

Post by foggy » Jan 03, 2017 4:12 pm

Right, this is your company support ID, not the product one.

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Re: Mailbox backup failures since 01/01/17

Post by flash » Jan 03, 2017 4:16 pm

When you open a case it say "Support ID can be found in Help > License Information" this is why I was looking for it in the app
Anyway I found it in the license file

Thanks

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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 03, 2017 4:17 pm 1 person likes this post

Yes, we are aware that the ID is missing in the license information dialog. We will try to fix that as soon as possible. In the meantime, this is a workaround by viewing it in the license file :-)

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Re: Mailbox backup failures since 01/01/17

Post by pmansfield » Jan 03, 2017 4:30 pm

For what it's worth, the updates didn't fix my problem. I still had failing mailboxes.

I'm just waiting on another update from Support.

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Re: Mailbox backup failures since 01/01/17

Post by m.novelli » Jan 04, 2017 10:12 am

Hello, I'm having the same issue since one week, 3 mailbox failing out of 15

Marco

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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 04, 2017 10:13 am

Marco,

Please create a support call also. Our engineers are working on it

Thanks
Mike

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Re: Mailbox backup failures since 01/01/17

Post by TBeckner » Jan 05, 2017 2:47 pm

Same problem, multiple mailbox failures since 12/31/2016. Found the License File and have the Support ID, will open ticket. Thanks.

Mike Resseler
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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 05, 2017 3:10 pm

Hi Timothy,

Thanks for opening the ticket. We are working hard on creating a hotfix but it is not available yet at this moment. But please still open the ticket to get the latest information

Thanks
Mike

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Re: Mailbox backup failures since 01/01/17

Post by jvandevelde » Jan 06, 2017 7:55 am

Sample problem. 4 out of 88 mailboxes failing since the 1st of Jan. Created support ticket#02031030. Waiting for feedback from support.

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Re: Mailbox backup failures since 01/01/17

Post by SKratzTS » Jan 06, 2017 7:25 pm

"Me too" - Case opened - #02031718.

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Re: Mailbox backup failures since 01/01/17

Post by Mike Resseler » Jan 07, 2017 6:47 am

Thanks all!

We are working on it. Stay tuned.

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Re: Mailbox backup failures since 01/01/17

Post by Delo123 » Jan 09, 2017 7:34 am

Last week someone asked my why why still had Exchange on-premises, this week some of the same guys didn't sleep very well...

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Re: Mailbox backup failures since 01/01/17

Post by mcz » Jan 09, 2017 7:46 am

Hello, we are having exactly the same problem, our support ID is 02026238

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[MERGED] mailboxes start failing

Post by MarksJHF » Jan 09, 2017 8:06 am

Lately the backup starts skipping more and more mailboxes.

it started with just 1 or 2 mailboxes but now we are at 103 mailboxes that fail during the backup.
they all give the same error message (Error: Object reference not set to an instance of an object.)

in the log file i find this but i cant find a way to resolve the issue.
I tried editing the job and organisation but it still fails on multiple mailboxes.

21 (2892) Stack:
1/8/2017 9:31:22 PM 21 (2892) at Veeam.Archiver.Source.SyncPage.SaveChanges(IFolderRepository repository)
at Veeam.Archiver.Source.ItemProcessor.ProcessFolder(Byte[] id, ExFolder folder, Byte[] currentState)
at Veeam.Archiver.Source.ItemProcessor.<>c__DisplayClass6_0.<Process>b__0()
at Veeam.Archiver.Source.FolderRetry.<>c__DisplayClass14_0`1.<Process>b__0()
at Veeam.Archiver.Source.FolderRetry.Process(Action action)
at Veeam.Archiver.Source.FolderRetry.Process[T](Func`1 func)
at Veeam.Archiver.Source.ItemProcessor.Process(ExFolder folder)
at Veeam.Archiver.Source.FolderProcessor.DoMailboxWork(CancellationToken cancel)
at Veeam.Archiver.Source.MailboxAction.DoWork(CancellationToken cancel)

Mike Resseler
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Re: mailboxes start failing

Post by Mike Resseler » Jan 09, 2017 8:08 am

Hi,

I assume this will be the same as in this thread: veeam-backup-for-microsoft-office-365-f ... 39955.html

Please create a support case and post the case ID here. We are aware of this issue and our teams are working hard on creating the solution

Brgds,
Mike

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Re: mailboxes start failing

Post by MarksJHF » Jan 09, 2017 8:30 am

Dear Mike,

thanks, I am having the same issue indeed. I've opened a support case Case #02032372 was created.

Regards

Mark

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Re: Mailbox backup failures since 01/01/17

Post by GregorS » Jan 09, 2017 9:10 am

Adding my case # 02029991.

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Re: Mailbox backup failures since 01/01/17

Post by mcz » Jan 09, 2017 10:50 am

OK I have just talked to the support engineer and he told me that this issue can been reproduced in the veeam labs. R&D is working on it and should provide a suitable patch or update within approx. one week. Just for information!
There has been a new kb article created https://www.veeam.com/kb2217

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Re: Mailbox backup failures since 01/01/17

Post by MarksJHF » Jan 09, 2017 11:37 am

adding my case aswell Case #02032372

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Re: Mailbox backup failures since 01/01/17

Post by cdlane » Jan 09, 2017 4:57 pm

Just in for the first time since the Christmas break and same here: - #02033226

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Re: Mailbox backup failures since 01/01/17

Post by nicolasross » Jan 09, 2017 4:57 pm

Same here, case # 02032975

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