Skip to main content

Failed Acronis Cyber Cloud O365 mail backup

Thread solved
Regular Poster
Posts: 50
Comments: 74

Hello.

This is a cloud product inquiry.

My client uses Acronis Cyber ​​Cloud to back up O365 mail.

I have had no problems for several months getting my mail backups using Acronis Cyber ​​Cloud.
However, since recently, more than 3 to 10 random mail backups fail every day as the following error message is displayed.

------------------------
Thrown .NET exception 'System.Net.WebException': The underlying connection was closed. Send unexpected error. Exception stack trace: Location: System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request) Location: System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request) Location: System.Web.Services.Protocols.SoapHttpClientProtocol. Invoke(String methodName, Object[] parameters) Location: ComEwsAdapter.ExchangeWebService.ExchangeServiceBinding.GetFolder(GetFolderType GetFolder1) Location: MsExchange.Ews.ReTryStrategy.DoTry[TReturn,TArg](TCallDelegate`2 call, TArg arg) Location: MsExchange.Ews.ReTryStrategy.DoTry[TReturn,TArg](TCallDelegate`2 call, TArg arg). Ews.ReTryExchangeServicePoint.GetFolder(GetFolderType getFolder) Location: MsExchange.Ews.ExchangeConnectionEngine.CheckConnection(IExchangeServicePoint service, RootObjectServicesProvider root) Location: MsExchange.Ews.ExchangeServiceFactory.GetService() Location: MsExchangeConnection..ctor() Location: MsExchange.Ews. NetworkCredential user, RootObject root, ConnectionOptions options) Location: MsExchange.Ews.ExchangeConnection..ctor(String url, Credentials user, RootObject root, ConnectionOptions options) Location: MsExchange.Ews.Exchang eClient.ConnectToAsUser(String url, Credentials user, RootObject root, ConnectionOptions options, IExchangeConnection& connection)
Additional information:-----------
Error code: 20250646
Field: {"$module":"service_process_vsa64_27904","CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4"}
Message: TOL: Failed to execute the command. back up
------------------------
Error code: 20250646
Field: {"$module":"gtob_backup_command_addon_vsa64_27904","CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4"}
Message: TOL: Failed to execute the command. back up
------------------------
Error code: 40829031
Field: {"$module":"arx_agent_fork_vsa64_27904","IsReturnCode":1}
Message: A generic error of Microsoft Exchange backup component.
------------------------
Error code: 5963794
Field: {"$module":"arx_agent_fork_vsa64_27904","IsReturnCode":1}
Message: Failed to back up document container.
------------------------
Error code: 5964060
Field: {"$module":"arx_agent_fork_vsa64_27904"}
Message: Nothing was backed up. See log for details. Last error:
------------------------
Error code: 5963787
Field: {"$module":"arx_agent_fork_vsa64_27904"}
Message: Could not open public folder or mailbox 'example@customer.com'.
------------------------
Error code: 1
Field: {"$module":"arx_agent_fork_vsa64_27904","uri":"https-outlook.office365.com-EWS-Exchange.asmx"}
Message: Failed to connect to Microsoft Exchange API using the following URL 'https-outlook.office365.com-EWS-Exchange.asmx'
------------------------
Error code: 5966877
Field: {"$module":"arx_agent_fork_vsa64_27904"}
Message: Error within COM EWS adapter.
------------------------
Error code: 5966892
Field: {"$module":"arx_agent_fork_vsa64_27904"}
Message: Thrown .NET exception 'System.Net.WebException': The underlying connection was closed. Send unexpected error.
Exception stack trace: Location: System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request)
Location: System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request)
Location: System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
Location: ComEwsAdapter.ExchangeWebService.ExchangeServiceBinding.GetFolder(GetFolderType GetFolder1)
Location: MsExchange.Ews.ReTryStrategy.DoTry[TReturn,TArg](TCallDelegate`2 call, TArg arg)
Location: MsExchange.Ews.ReTryExchangeServicePoint.GetFolder(GetFolderType getFolder)
Location: MsExchange.Ews.ExchangeConnectionEngine.CheckConnection(IExchangeServicePoint service, RootObjectServicesProvider root)
Location: MsExchange.Ews.ExchangeServiceFactory.GetService()
Location: MsExchange.Ews.ExchangeConnection..ctor(String url, NetworkCredential user, RootObject root, ConnectionOptions options)
Location: MsExchange.Ews.ExchangeConnection..ctor(String url, Credentials user, RootObject root, ConnectionOptions options)
Location: MsExchange.Ews.ExchangeClient.ConnectToAsUser(String url, Credentials user, RootObject root, ConnectionOptions options, IExchangeConnection& connection)
------------------------

(All forward slashes were changed to hyphens because hyperlinks should not be included in the content.)

I googled the error message, but couldn't find it.

What actions are needed to resolve this issue?

0 Users found this helpful
Forum Member
Posts: 15
Comments: 28

I can confirm this issue for multiple customers using Acronis Cyber Backup for local Office 365 backups.

If you repeat the same task, the issue may happen again on other mailboxes. Started to pop up around Monday or Tuesday last week.

Best greetings from Germany
Olaf

Regular Poster
Posts: 50
Comments: 74

Hello,

As a temporary workaround, we spread the backup window.
(For example, the existing schedule backed up the mail of 90 people at 1 o'clock. Now, the schedule has been changed to backup 30 people at 1 o'clock, 30 people at 2 o'clock, and 30 people at 3 o'clock.)

It's been about 3 days since the change, and so far no issues have occurred.

We will have to wait a few more days to see if the same problem occurs again.

Thank you.

Regular Poster
Posts: 50
Comments: 74

Hello,

When I checked the condition today, I still have the same symptoms.

Thank you.

Forum Member
Posts: 15
Comments: 28

The same still here - and an increasing number of fails.

Best greetings from Germany
Olaf

Regular Poster
Posts: 50
Comments: 74

I don't know if this is the correct workaround.
However, since October 30, after taking the action, there have been no problems.

I solved the problem by adding below registry value in CMD window. (TLS 1.2 Activation Registry)

> reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\TLS 1.2\Client" /v Enabled /t REG_DWORD /d 1 /f > reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\ Protocols\TLS 1.2\Client" /v DisabledByDefault /t REG_DWORD /d 0 /f > reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\TLS 1.2\Server" /v Enabled /t REG_DWORD /d 1 /f > reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols\TLS 1.2\Server" /v DisabledByDefault /t REG_DWORD /d 0 /f

thank you.