Carbonite Backup O365 Error Diagnosis
General
Service account could not be found
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The service account <<User>> in Carbonite Backup for Microsoft 365 Admin cannot be found.
To sync new service accounts, either run a one-time scan job in Autodiscover or wait for a scheduled scan job to complete.
Solution:
You may receive this message if there is a synchronization problem.
Run the scan job in Auto Scan to resolve the synchronization issue, and then run the backup job again.
The user does not have a Project Online license
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The service account <<User>> or service account pool user used for the running job does not have a Project Online license in Microsoft 365.
Solution:
Assign the Project Online license to the user used to secure the Project Online site collections in Microsoft 365.
Exchange
Impersonation account in scanning profile does not have a product license
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Example: Exchange Public Folders: The impersonation account in the scanning profile does not have a product license for Exchange Online in Microsoft 365.
Solution:
Please note that the registered global administrator has assigned an Exchange Online license.
If there are no public folders or you do not want them to be backed up, you can alternatively deselect the "Public Folders" object type from the scan profile and have it performed again.
The specified mailbox may have expired
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The specified mailbox may have expired.
Solution:
Check whether the specific mailbox has a license.
The mailbox may have been deleted or there is no mailbox associated with this account
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You cannot find the mailbox for this email address. The mailbox may have been deleted or there may not be a mailbox associated with this account.
Please check whether the automatic search profile has been enabled to remove the objects that have been deleted in Microsoft 365.
Solution:
Check whether the specific mailbox exists in Microsoft 365 or whether the user has a mailbox associated with it.
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The mailbox is temporarily unavailable. The mailbox database may be offline, corrupted, down, or in other conditions.
Solution:
You can first try accessing the mailbox.
If the mailbox cannot be accessed, contact Microsoft Support; if the mailbox is accessible, wait for the next backup job
automatically includes this mailbox for backup.
The Exchange Server is busy
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The specified data from the Exchange Online server cannot be backed up. The server is now busy.
Solution:
This could be due to a throttling issue. You can wait for the next backup job to back up this mailbox.
Unable to connect to the Exchange Online server
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Unable to connect to the Exchange Online server. The network connection is not stable or the credentials used to scan mailboxes are incorrect.
Solution:
Check the network connection and credentials of the user used to scan the mailbox.
The user may not have a mailbox
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The Microsoft 365 user credentials specified for mailbox scanning cannot be used to connect to the Exchange Online server.
The user may not have a mailbox.
Solution:
Check whether a mailbox is associated with the user used to scan mailboxes.
The Microsoft 365 account does not have permission to access the mailbox
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Cannot connect to the mailbox. The Microsoft 365 account does not have permission to access the mailbox.
Solution:
Check whether the user used to scan the mailbox has permission.
The service account for the target node cannot be found
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The service account for the target node cannot be found. Please configure a service account in Carbonite Backup for Microsoft 365 Admin and then try again.
Solution:
The service account may have been deleted from Carbonite Backup for Microsoft 365 Admin.
Go to the Carbonite Backup for Microsoft 365 admin interface to configure the service account and run the auto-discovery job to scan the object into the system.
The service account for the source node cannot be found
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The service account for the source node cannot be found. Please configure a service account in Carbonite Backup for Microsoft 365 Admin and then try again.
Solution:
The service account may have been deleted from Carbonite Backup for Microsoft 365 Admin.
Go to the Carbonite Backup for Microsoft 365 Admin interface to configure the service account and run the auto-discovery job to scan the object into the system.
A service account or application profile for this mailbox cannot be found
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A service account or application profile cannot be found for this mailbox.
Please go to Carbonite Backup for Microsoft 365 Admin to configure an account or profile with access to this mailbox.
Solution:
Go to the Carbonite Backup for Microsoft 365 Admin interface to configure a service account or application profile with the account that has access to the mailbox.
There is no service account or application profile
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In Carbonite Backup for Microsoft 365 Admin, there is no available service account, application profile, or account pool for this Microsoft 365 account.
Please configure a service account or application profile with the required permissions in Carbonite Backup for Microsoft 365 Admin and then try again.
Solution:
Go to the Carbonite Backup for Microsoft 365 admin interface to create a service account or application profile with the required permissions for this tenant
to configure and then try the backup again.
(403) Forbidden
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The remote server returned an error: (403) Forbidden
Solution:
Connection authentication failed.
Check the authentication settings and test if it works in a public network environment.
(400) Bad Request
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The remote server returned an error: (400) Bad Request
Solution:
Invalid application. Contact support for help.
File not found
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File not found.
Solution:
Check whether the object exists in Microsoft 365. If it exists, contact support for help.
There was no endpoint at http://usr (...).svc
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There was no endpoint at http://usrXY (...).svc/Metad ataWebService.svc that could accept the message.
This is often caused by an incorrect address or a SOAP action.
Solution:
The connection to SharePoint Online Server is unstable. The failed objects are automatically included in the next backup job.
If this error persists, contact support for assistance.
The query channel was turned off while waiting for a response after 00:00:30
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The query channel was shut down after 00:00:30 while waiting for a response.
Increase the timeout value passed to the Request call or increase the Send Timeout value on the binding.
The time allocated to this operation may have been part of a longer timeout.
Solution:
The connection to SharePoint Online Server is unstable. For backup purposes, the failed objects are automatically included in the next backup job.
If you continue to experience this error, contact support for help.
An existing connection was forcibly closed by the remote host
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An existing connection was forcibly closed by the remote host.
Solution:
The connection to SharePoint Online Server is unstable. For backup purposes, the failed objects are automatically included in the next backup job.
If you continue to experience this error, contact support for help.
The underlying connection was closed: The connection was closed unexpectedly
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The underlying connection was closed: The connection was closed unexpectedly.
Solution:
The connection to SharePoint Online Server is unstable. For backup purposes, the failed objects are automatically included in the next backup job.
If you continue to experience this error, contact support for help.
The HTTP service at http://usr (...).svc/MetadataWebService.svc is not available
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The HTTP service at http://usr (...).svc/MetadataWebService.svc is unavailable.
This could be because the service is too busy or because no endpoint was found listening at the specified address.
Please make sure the address is correct and try to access the service again later.
Solution:
The connection to SharePoint Online Server is unstable. For backup purposes, the failed objects are automatically included in the next backup job.
If you continue to experience this error, contact support for help.
Exception from HRESULT: 0x8107054A
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Exception from HRESULT: 0x8107054A
Solution:
Throttling problem: Too many requests. To avoid the throttling problem, you can use the account pool to distribute the requests.
Exception from HRESULT: 0x80131904
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Exception from HRESULT: 0x80131904
Solution:
Throttling problem: Too many requests. To avoid the throttling problem, you can use the account pool to distribute the requests.
The remote server returned an error: (429)
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The remote server returned an error: (429)
Solution:
Throttling problem: Too many requests. To avoid the throttling problem, you can use the account pool to distribute the requests.
The site collection [SiteURL] is not available
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The site collection [SiteURL] is not available.
Solution:
Check whether the object exists in Microsoft 365. If it exists, contact support for help.
Unable to retrieve object metadata
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Unable to retrieve object metadata. They may have been deleted.
Solution:
Check whether the object exists in Microsoft 365. If it exists, contact support for help.
The changeToken refers to a time before the start of the current changelog
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The changeToken refers to a time before the start of the current changelog.
Solution:
The changeToken of an incremental backup has expired. The backup job automatically performs a full backup for this object.
Accessing the destination collection failed
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An error occurred while performing the backup. An error: Access to the destination collection failed.
The username or password is incorrect. Site collection URL: <<sitename>>.
Solution:
<<sitename>> displays the URL of the site collection. You must update the service account credentials in Backup for Microsoft 365 Admin and rerun the auto-discovery job.
Access denied. You do not have permission for this action
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Access Denied. You do not have permission to perform this action or access this resource.
Solution:
Add the service account you configured or the group used in the account pool to the Site Administrators group.
Backup cannot create a secure SSL/TLS channel
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An error occurred while performing the backup. An error: The request was canceled. Unable to create a secure SSL/TLS channel.
Solution:
ADFS custom authentication failed. Check the ADFS authentication settings and test if it works in a public network environment.
List does not exist
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List doesn't exist. The page you selected contains a list that does not exist. It may have been deleted by another user.
Solution:
Check whether the object exists in Microsoft 365. If it exists, contact support for help.
Article does not exist
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Article does not exist. It may have been deleted by another user.
Solution:
Check whether the object exists in Microsoft 365. If it exists, contact support for help.
The specified program requires a newer version of Windows
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The specified program requires a newer version of Windows. (Exception from HRESULT: 0x8007047E)
Solution:
The connection to SharePoint Online Server is unstable. If this error persists, contact support for assistance.
The website at the specified URL cannot be contacted
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The website at the specified URL [SiteURL] cannot be contacted. Access to this website has been blocked.
Solution:
The site collection has been blocked. Contact your SharePoint administrator for assistance.
The attempted operation is prohibited because it exceeds the list view threshold enforced by the administrator
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The attempted operation is prohibited because it exceeds the administrator-enforced list view threshold.
Solution:
The number of requests exceeded the list view threshold. Contact support for help.
This action cannot be completed. Please try again
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This action cannot be completed. Please try again.
Solution:
Invalid SharePoint Online data may exist in your environment. Contact support for help.
Invalid filename
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Invalid filename.
Solution:
Invalid SharePoint Online data may exist in your environment. Contact support for help.
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Microsoft.SharePoint.Client.ServerException: Exception of type 'System.ArgumentException' was thrown. Parameter name: Value.
Solution:
Unexpected client API exception. Contact Support for Help
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Microsoft.SharePoint.Client.ServerObjectNullReference Exception: Object reference not set to an instance of an object on the server. The object is linked to the CurrentUser property.
Solution:
Unexpected client API exception. Contact support for help.
The application uses too many resources
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The application uses too many resources.
Solution:
Client API resource limit. Contact support for help.
Save conflict
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Save conflict.
Solution:
Navigate to General Settings > Restore Settings, then select to use a single thread for the restore.
An error occurred while restoring the item
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An error occurred while restoring the item. Item name: <<Item name>>.
Error: An error occurred while restoring the document, loading the file failed: The file <<filename>> is being pulled for editing by <<username>>.
Solution:
Navigate to General Settings > Restore Settings, then select to use a single thread for the restore.
Exchange online, team and Microsoft 365 group mailbox messages
This group may have been removed
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This group may have been removed.
Solution:
Check if this group has been removed from Microsoft 365.
If the group has been removed, you can rerun the scan job to remove that group from the container.
You cannot find the mailbox for this email address
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You cannot find the mailbox for this email address. The mailbox may have been deleted or there may not be a mailbox associated with this account.
Please check whether the automatic search profile has been enabled to remove the objects that have been deleted in Microsoft 365.
Solution:
Check whether this mailbox has been deleted from Microsoft 365.
If so, you can rerun the scan job so that this mailbox is removed from the container. You can also ask support for help.
No changes were detected since the last backup
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No changes were detected since the last backup.
Solution:
The backup job will be skipped because no emails have been sent or received since the last backup.
With the Microsoft Graph API, a group/team can only have up to 200 plans
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With the Microsoft Graph API, a group/team can only have up to 200 plans.
Therefore, if the number of plans in the target group/team reaches 200, the new plans cannot be created during recovery.
Solution:
You can have a maximum of 200 plans in a Microsoft 365 group or team.
This group ID does not exist in your Microsoft 365 account
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This group ID does not exist in your Microsoft 365 account. This group may have been deleted from Microsoft 365 and restored from backup data.
Because the restore creates a new group, the group ID has changed and needs to be rescanned by Carbonite Backup for Microsoft 365 Admin to update the registration information.
Solution:
If you restore this group after it has been deleted from Microsoft 365, this restore job would create a new group.
The group ID is different. You must rescan the objects in Carbonite Backup for Microsoft 365 Admin to update the group ID in the registry information.
The account used to scan and register the Microsoft 365 group must have an Exchange Online product license assigned
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An Exchange Online product license must be assigned to the account used to scan and enroll the Microsoft 365 group.
Solution:
The Microsoft API requires an Exchange Online license in Microsoft 365. Assign an Exchange Online license to the Microsoft 365 account used for automatic search.
<<User>> has no owners or members. Carbonite Backup for Microsoft 365 does not protect the groups or teams that have no owners or members
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<<User>> has no owners or members. Carbonite Backup for Microsoft 365 does not protect the groups or teams that do not have owners or members.
Add a user to this group/team if you want to protect it.
Solution:
<<User>> displays the name of the private group or team. Carbonite Backup for Microsoft 365 must use an existing user to access the private group or team.
Therefore, to protect this group or team, add an owner or member to this private group or team.
This Microsoft 365 group has been removed from Microsoft 365
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This Microsoft 365 group has been removed from Microsoft 365.
You can either select the entire group to perform the restore or create the group manually in Microsoft 365 and then perform the restore
run again to restore the selected content.
Solution:
This order report comment appears when the Microsoft 365 group has been deleted and you have the objects within that Microsoft 365 group and not
selected the group itself for recovery.
A mailbox with the same name as the group already exists in the destination
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A mailbox with the same name as the group already exists in the destination.
Solution:
This Microsoft 365 Group's email address was used by another user, security group, or distribution list.
You can create a new Microsoft 365 group with a different name as the target of a stale restore, or you can select a different Microsoft 365 group as the target.
The account <<User>> does not have permission to impersonate the requested user
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The account <<User>> does not have permission to impersonate the requested user.
Please add the ApplicationImpersonation permission for this account in the Exchange Admin Center (Permission>Admin Roles>Add) and try again.
Solution:
<<User>> displays the user name. The error message appears because the Autodiscover job was unable to assign the ApplicationImpersonation permission to this account.
Add the permission as instructed, then run the Autodiscover job again.
Not all items in this folder are backed up successfully
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Not all items in this folder are backed up successfully.
Solution:
Not all items in this folder could be synced. This may be due to an unstable network or a busy Exchange Server.
You have exceeded the available concurrent connections for your account
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You have exceeded the available concurrent connections for your account. Please try again when your other requests are completed.
Solution:
Exchange Online Server is busy or the network is unstable. The next backup job will automatically contain failed objects.
If these objects still cannot be backed up, contact support.