Troubleshooting Office 365 Import Issues (4293679)

If Archive Shuttle (AS) is unable to import data into Office 365, please follow the steps below to assist Support in diagnosing the issue and provide required information.

General Information:

Location of the Office365 Module (is it on the Archive Shuttle Core Server or bridgehead server?)
Archive Shuttle Core version
Archive Shuttle modules version

Steps to follow:

Step 1: Are all mappings affected?

Yes → Continue with Step 1 
No → Proceed to Step 2

Check if the Office 365 module is scheduled
– Go to the AS Modules page
– Take a screenshot of the schedule
Verify the module is enabled and communicating with the Core
– The module should not appear red on the Modules page
– Take a screenshot of the Modules page
Check that the Office365 link has the correct Office365 import module mapped
– Go to the Links page
– Take a screenshot, and highlight the link
Ensure the Office365 link uses the same staging area UNC path as the export source link
– Go to the Links page
– Take a screenshot, and highlight the link
Check that admin credentials are configured in the Office 365 Credentials Editor
– You can see this in the Office365 Credentials Editor on the server where the module is installed
– Take a screenshot of the appropriate tab in the Credentials Editor
Verify that the Office 365 service accounts have the Application Impersonation role granted
– Use PowerShell to confirm
– Take a screenshot of the role assignment
Review errors on the Archive Shuttle Failed Items screen
– If the Autodiscover service could not be located, update the setting in the module.exe.config file

Step 2: Are Some Items Failing for All Mappings?

Yes → Continue with Step 2
No → Proceed to Step 3

Verify the target mailbox storage quota is not exhausted
– Take a screenshot of the mailbox properties
Check if the "exported-but-not-imported" percentage exceeds 100%
– Take a screenshot of the Archive Shuttle System Health page
Review errors on the Failed Items screen
– Take a screenshot of the errors
 
Step 3: Investigate Interrupted Imports. Did the import start, and then just stop? 

Yes → Continue with Step 3
No → Proceed to Step 4

Check if the module has a defined schedule
– Go to the Modules page
– Take a screenshot of the schedule
Verify the target mailbox quota is not exceeded
– Take a screenshot of the mailbox properties
Check if the "exported-but-not-imported" percentage exceeds 100%
– Take a screenshot of the Archive Shuttle System Health page
Review errors on the Failed Items screen
– Take a screenshot of the errors
If failed items from Stage 1 are not visible in the AS Failed Items screen:
– Select the affected mapping on the Stage 1 screen
– Click Re-Export Items
– Choose "Failed Import" only (Do not select "All"!!!)
 
Step 4: Gather logs for Support

– Ensure that the module is configured for TRACE level logging
– This is configured on the AS modules page
– Reprocess the import failed item(s)
– Wait 3-5 minutes
– Generate a ‘Support Bundle’ for review by Support