IT35372: MESSAGES CTGGR0019 CTGGR0009 ON MICROSOFT OFFICE 365 BACKUPS

APAR status

• Closed as program error.

Error description

• Backups of Exchange Web Services mailboxes in a Microsoft
  Office 365 environment with IBM Spectrum Protect Plus might
  unexpectedly stop when damaged or encrypted mail items are
  encountered:
  
  ERROR,<id>,<date&time>,2,CTGGR0009,[spp-o365proxy.host.name]
        EXCHANGE MAILBOX BACKUP - name@email.com- Task ended with
        status: failed.
  ERROR,<id>,<date&time>,2,CTGGR0019,[spp-o365proxy.host.name]
        EXCHANGE MAILBOX BACKUP - name@email.com - The following
        error occurred during processing: (500) There was an
        internal server error while processing the request.
  ...
  SUMMARY,<id>,<date&time>,2,CTGGA2444,Total number of mailboxe
          (s)/contact(s)/calendar(s)/onedrive(s) protected by
          this job:2/4
  
  Office 365 backup support started with version 10.1.5
  
  All remaining items are successfully backed up for that
  mailbox, but they are not restorable.
  
  Problematic messages can be found in the audit.log, which is
  the part of diag logs.
  <date&time> Backup Failed name@email.com Message <date&time>
     FW:(HD:2) <text> (Ref.:000000000019569D)
  <date&time> Backup Failed name@email.com Message <date&time>
     FW:(HD:3) <text> CRM:02590279 (Ref.:000000000018FDFC)
  <date&time> Backup Failed name@email.com Message <date&time>
     FW:(HD:2) <text> (Ref.:00000000001948F2)
  
  IBM Spectrum Protect Plus Versions Affected:
  IBM Spectrum Protect Plus 10.1.5, 10.1.6 and 10.1.7
  
  Initial Impact: Medium
  
  Additional Keywords: SPP, SPPlus, TS004456391, Office 365,
                       Microsoft, Exchange, Mailbox
  

Local fix

• Exclude or remove all the mail items that are currently failing
  from the BACKUP.
  For example the encrypted ones or the ones which cannot be
  converted and downloaded from Exchange Web Services.
  Only specific mailbox messages need to be excluded.
  The only way to exclude these objects is to ensure they are not
  available in the Microsoft Office 365 Environment.
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Spectrum Protect Plus level 10.1.5, 10.1.6 and 10.1.7    *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * SEE ERROR DESCRIPTION                                        *
  ****************************************************************
  * RECOMMENDATION:                                              *
  *  Apply fixing level when available. This problem is          *
  * currently projected to be fixed in IBM Spectrum Protect Plus *
  * level 10.1.7 iFix2  and 10.1.8. Note that this is subject to *
  * change at the discretion of IBM                              *
  ****************************************************************
  

Problem conclusion

• This problem has been fixed so that after encountering a
  corrupted object, that cannot be converted to the MIME type by
  the Exchange Web Services the object is skipped during the
  backup job. After the backup job is completed, the restoration
  point will be created.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  SP PLUS

• Fixed component ID

  5737SPLUS

Applicable component levels