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How to Back Up and Recover Corrupted User Mailbox RRS feed

  • Question

  • After migrating mailboxes to Exchange 2010, we've had several users (5 or 6 out of 200) who, seemingly randomly, suddenly could not open Outlook.  They get vague error messages that 1) server is not available, or 2) .ost not available and must be syncrhonized one time before opening Outlook (which makes absolutely no sense to me -- how can it sync if Outlook can't open?).

    I have managed to get most users back into Outlook by doing one or more of these things:

    1. Restart Address Book Service.  Don't know why this works, but sometimes it does.
    2. Move mailbox from one database to another.  (We have two mail databases).
    3. Delete Windows profile and log in from scratch. (I suppose simply deleting .ost on client would achieve the same thing, but MS told me to delete the entire WINDOWS profile (not Outlook, but Windows) for one user, and this seemed to work.

    Now I have one user who simply cannot be fixed using any of the above methods.  In fact, she is a repeat offender.  She had the problem once, got fixed, and is now having it again.  When she opens Outlook, it says server not available.  If I try to log in as her from a different machine, she gets the same error.  If I go to 100 different machines and try to log on as her, they all give the same error.  Perhaps interestingly, she is able to log in using OWA.

    I restarted the address book service.  That did not work.  I tried to move her mailbox to a different database, but the "New Local Move Request" option is not available for her mailbox. 

    As I indicated, she had this problem before, and I now see that her mailbox is listed in the "Disconnected Mailbox" area.  I assume this has something to do with local move request not being available. 

    My last idea is to try "Removing" the mailbox from the user account, and then recreating it, and somehow try to import all her messages from a PST or something.  Is this possible in Exchange 2010, and does it sound like a reasonable stab at a fix?  I don't see ExMerge available for 2010.  How is the best way to export her current mailbox so it can be imported after I recreate it?

    Thanks, sorry so long winded. 

    Tuesday, May 10, 2011 3:34 PM

Answers

  • Hi,

    >My last idea is to try "Removing" the mailbox from the user account, and then recreating it, and somehow try to import all her messages from a PST or something. Is this possible in Exchange 2010, and does it sound like a reasonable stab at a fix?

    You can try and see if you can login.

    > How is the best way to export her current mailbox so it can be imported after I recreate it?

    before you delete the user, export the mailox to a pst file.

    read this article: http://www.msexchange.org/articles_tutorials/exchange-server-2010/management-administration/exporting-importing-mailboxes-exchange-server-2010.html


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    • Marked as answer by Novak Wu Friday, May 20, 2011 1:27 AM
    Thursday, May 12, 2011 5:56 AM

All replies

  • Alongwith all the steps above, you should also check your AD for any replication problems. If the user is showing up in Disconnected mailbox node of EMC then it could that Exchange is getting insufficient information from AD or not getting it at all.

    I see a least relevance of restarting the address book service and then outlook profiles start working after that but do suspect your AD is not healthy. Either there could be a problem with your exchange server's communication DS servers or if you have more than on domain controllers and GCs then a replication problem.


    Milind Naphade | MCTS:M (Exchange 2007 and 2010) | http://www.msexchangegeek.com RSS Feed
    Tuesday, May 10, 2011 3:55 PM
  • If OWA is available and runs without issue then it doesn't sound like a corruption issue.  Have you checked the Auto Discover settings to ensure that its not just that outlook is having connections issues?

    Try this: hold down the ctrl key and right-click the Outlook icon in the activity bar (bottom right) and select "Test Email AutoConfiguration..."

    In the log pane you should see some hints on why it doesn't work. Could be as simple as a missing DNS entry in the local DNS

    http://technet.microsoft.com/en-us/library/aa996324(EXCHG.140).aspx

    http://technet.microsoft.com/en-us/library/bb124251.aspx

     


    Troy Werelius
    www.Lucid8.com
    Tuesday, May 10, 2011 4:10 PM
  • You can use RSG. Here it is: http://www.petri.co.il/using_rsg_in_exchange_2007.htm.
    Tuesday, May 10, 2011 4:11 PM
  • Hi,

    >My last idea is to try "Removing" the mailbox from the user account, and then recreating it, and somehow try to import all her messages from a PST or something. Is this possible in Exchange 2010, and does it sound like a reasonable stab at a fix?

    You can try and see if you can login.

    > How is the best way to export her current mailbox so it can be imported after I recreate it?

    before you delete the user, export the mailox to a pst file.

    read this article: http://www.msexchange.org/articles_tutorials/exchange-server-2010/management-administration/exporting-importing-mailboxes-exchange-server-2010.html


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    • Marked as answer by Novak Wu Friday, May 20, 2011 1:27 AM
    Thursday, May 12, 2011 5:56 AM
  • So you have checked the original server to verify the mailbox does not appear to be active?  It may have a red X meaning it will be deleted when the store policy deletes it. It that account is still active, then you have two pointers to the same account. I have seen something like this when we removed the exchange attributes from an account and tried to add it to another.

    Make sure the first account is deleted, check Active Directory ( ADSI ) to verify the home server attributes and the legacyDN. When you add her account to a desktop profile, it should resolve to what AD has listed.

     

    Worst case scenerios, exmerge the data, get a copy of the legacy DN and delete the account or accounts. Check the legacyDN attribute. If it is now different, make a new x500 address to match it. This way Outlook clients that use nickname files or calendars entries won't bounce.

     

    Paul

     

     

    Monday, May 16, 2011 1:24 PM