IT37727: CTGGR0026 UNEXPECTED ERROR ON MICROSOFT OFFICE 365 EXCHANGE MAIL RESTORE

APAR status

• Closed as program error.

Error description

• Microsoft Office 365 protection with IBM Spectrum Protect Plus
  is available starting with version 10.1.5.
  A mail restore from Microsoft Office 365 Exchange using
  IBM Spectrum Protect Plus can fail with the following message
  seen in the job log :
  
  SUMMARY,<timestamp>,CTGGA2398,Starting job for policy
                                onDemandRestore_<ID> (ID:1234).
                                id -> <JobId>. IBM Spectrum
                                Protect Plus version 10.1.7-3051.
  ...
    ERROR,<timestamp>,CTGGR0009,[<ProxyHost>] EXCHANGE MAILBOX
                                RESTORE - <UserEmail> - Task
                                ended with a failed status.
    ERROR,<timestamp>,CTGGR0026,[<ProxyHost>] EXCHANGE MAILBOX
                                RESTORE - <UserEmail> - An
                                unexpected error occurred when
                                processing the job.
  SUMMARY,<timestamp>,CTGGR0012,[<ProxyHost>] EXCHANGE MAILBOX
                                RESTORE - <UserEmail> - processed
                                items: 1000 (success: 999
                                skipped: 0  failed: 1)
  SUMMARY,<timestamp>,CTGGA2340,Job policy onDemandRestore_<ID>
                                completed in 1 hr(s) 2 min(s) 5
                                sec(s) and ended with status
                                FAILED.
  
  in the CloudAgent.log found in the job log bundle, the actual
  error cause is found :
  
  <timestamp> [INF] [taskId=<RestoreTaskId>] [threadId=1]
                    Feature's type: EXCHANGE MAILBOX RESTORE
  <timestamp> [INF] [taskId=<RestoreTaskId>] [threadId=1] User's
                    login: <UserEmail>
  ...
  <timestamp> [ERR] [taskId=<RestoreTaskId>] [threadId=123]
                    ExchangeMailboxRestoreFeature -> Sender has
                    thrown an exception
     Microsoft.Exchange.WebServices.Data.ServiceResponseException:
     The message exceeds the maximum supported size.,
     The message exceeds the maximum supported size.
       at ...
  
  After the first failure, 5 retries are done until the final
  failure :
  
  <timestamp> [INF] [taskId=<RestoreTaskId>] [threadId=456] Item
                    '<MailItemId>', action '"Restore"', status
                    'failed, moved to queue'
  <timestamp> [ERR] [taskId=<RestoreTaskId>] [threadId=263] Item
                    '<MailItemId>', action '"ReRestore"', status
                    'failed, moved to queue (#1)'
  <timestamp> [ERR] ... 'failed, moved to queue (#2)'
  <timestamp> [ERR] ... 'failed, moved to queue (#3)'
  <timestamp> [ERR] ... 'failed, moved to queue (#4)'
  <timestamp> [ERR] ... 'failed (#5)'
  
  Microsoft Exchange Online has maximum message send and receive
  size limits that can block the possibility to restore messages
  above the defined size.
  See the "Exchange Online Limits" in the Microsoft 365
  documentation :
  https://docs.microsoft.com/en-us/office365/servicedescriptions/e
  xchange-online-service-description/exchange-online-limits#messag
  e-limits
  
  The Microsoft API used by the IBM Spectrum Protect Agent to
  interact with Microsoft Office 365 Exchange Web Service (EWS)
  allows the download of objects bigger than the message limits
  but prevents the upload of objects back again because of the
  same limits.
  
  Improved job log messaging is needed to allow the administrator
  to understand the cause of the failure.
  
  IBM Spectrum Protect Plus Versions Affected:
  IBM Spectrum Protect Plus 10.1.5 and later
  
  Additional Keywords: SPP, SPPLUS, TS005614339, restore, O365
  

Local fix

• The default message size restriction can be changed in the
  Exchange Admin Center, which requires global administrator role
  privileges.
  Select 'recipients' -> 'mailboxes' then click '...'
  Select 'Set default message size restrictions' and update the
  send and/or receive messages limits to a value higher than the
  biggest mail item to allow the restore to complete.
      Sent messages maximum size (KB): <xx>
  Received messages maximum size (KB): <yy>
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Spectrum Protect Plus level 10.1.5, 10.1.6, 10.1.7 and   *
  * 10.1.8                                                       *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * See ERROR DESCRIPTION                                        *
  ****************************************************************
  * RECOMMENDATION:                                              *
  * Apply the fixing level when available. This problem is       *
  * currently projected to be fixed in IBM Spectrum Protect Plus *
  * level 10.1.8 ifix2 and 10.1.9.                               *
  * Note that this is subject to change at the discretion of     *
  * IBM.                                                         *
  *                                                              *
  ****************************************************************
  

Problem conclusion

• When the M365 agent encounters a message that cannot be restored
  because of size limit the proper message will be displayed in
  the joblog and information that size needs to be changed in the
  M365 admin center.
  

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