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Restore of individual email gives "waiting for reconnection"

Tom
Beginner
Posts: 1
Comments: 0

hello,

Everytime we try to recover an indiviual email of a mailbox of an exchange 2013 through the ams, the acronis management service fails. The interface gives us "waiting for reconnection". This happens when we click on a folder from the mailbox list. The exchange and the server with ams are different servers.

In the eventviewer we have the following errors:

Application error 1000:

Faulting application name: ManagementServer.exe, version: 11.7.0.50058, time stamp: 0x5808fead
Faulting module name: core_workers_shared_context.dll, version: 11.7.0.50058, time stamp: 0x5808e360
Exception code: 0x40000015
Fault offset: 0x00006908
Faulting process id: 0x6afc
Faulting application start time: 0x01d2e4de4e5df5c0
Faulting application path: D:\Program Files (x86)\Acronis\AMS\ManagementServer.exe

and: 

Application error 481 from source ESE

ArxDbBackupProvider64 (21696) An attempt to read from the file "C:\ProgramData\Acronis\Temp\84E08FF8-4B47-45F6-82E1-A07C92D7DFA3\Mount\MailBoxDEB1.edb" at offset 185139200 (0x000000000b090000) for 32768 (0x00008000) bytes failed after 3.774 seconds with system error 31 (0x0000001f): "A device attached to the system is not functioning. ".  The read operation will fail with error -1022 (0xfffffc02).  If this error persists then the file may be damaged and may need to be restored from a previous backup. 

Note that the ese.dll/msvrc110.dll files are current and are present in the programdata/acronis/ese folder.

Please help

TNX in advance!

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Posts: 58
Comments: 2184

Top

Hello Tom,

Thank you for your posting! First of all, it's recommended to update all components to the latest available build 50064. If Acronis Management Server still crashes, please open a support ticket to investigate the issue together with our engineers and development. As a temporary workaround, you can restore Exchange data under a bootable media or export archives to a different place, then attempt to restore.

Here some additional information on the Event ID 481 from source ESE

Event ID 481 is encountered due to the occurrence of an unexpected error while reading the specific file from Exchange database. The main cause of the error is normally depends upon the Error code and is explained below:

  • Error Code -1022 = 4294966274 = 0xfffffc02 = Jet_errDiskIO = Indicates Disk I/O error. This Error occurs due to Disk I/O failure. Due to this Error Exchange faces problem in accessing the required page from Database. May be the path of page that you have entered to access the page is not correct and causing the problem.

To resolve the error it's suggested to do the following things given below:

  • Check the file and disk in which you are facing error while reading. Check Integrity & Memory usage of the system. Check the access permissions and also ensure that the memory space is available to perform the operation. Also check the database size in bytes.
  • For the error code -1022, ensure that the Exchange database is accessible and the path you have entered is correct. After that run chkdsk/f/r. if it does not work then check the permissions of the folder :\Program Files\Microsoft\Exchange Server. Grant full access permission to the folder if it does not have.

 Thank you,