Page 1 of 6

Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 10:20 am
by pmansfield
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?

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 10:23 am
by Mike Resseler
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

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 10:52 am
by pmansfield
No problem. I've logged Case # 02027272.

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 10:53 am
by Mike Resseler
Thanks! Please keep us updated with the outcome.

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 11:16 am
by pmansfield
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.

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 2:07 pm
by flash
I have the same issue
17 out of 350 mailboxes started to fail
Where can I get this update to O365 backup you mentioned ?

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 3:36 pm
by foggy
Please contact support to request the updates.

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 4:10 pm
by flash
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

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 4:11 pm
by Mike Resseler
Flash,

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

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 4:12 pm
by foggy
Right, this is your company support ID, not the product one.

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 4:16 pm
by flash
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

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 4:17 pm
by Mike Resseler
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 :-)

Re: Mailbox backup failures since 01/01/17

Posted: Jan 03, 2017 4:30 pm
by pmansfield
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.

Re: Mailbox backup failures since 01/01/17

Posted: Jan 04, 2017 10:12 am
by m.novelli
Hello, I'm having the same issue since one week, 3 mailbox failing out of 15

Marco

Re: Mailbox backup failures since 01/01/17

Posted: Jan 04, 2017 10:13 am
by Mike Resseler
Marco,

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

Thanks
Mike