Troubleshooting Native Format Import (PST) Issues (4294120)

Native Format Imports not working
If Archive Shuttle is unable to import data into PST files, the following steps and information will help Support investigate the issue:

General Information
– Location of the Native Format Import Module (is it on the Archive Shuttle Core Server)
– Archive Shuttle Core version
– Archive Shuttle modules version
– Outlook version

Steps to follow
Is it all items for all mappings? Yes/No. If yes, go to step 1, if no, go to step 2

Step 1
Check that the Native Format Import Module are scheduled
– This is on the Modules page
– Take a screenshot of the schedule
Check that the Native Format Import Module is enabled, and the Core is able to communicate with it
– The module should not show as ‘red’ on the Modules page
– Take a screenshot of the Modules page
Check that the target PST link does have the Native Format Import module mapped
– This is on the Links Page
– Take a screenshot, and highlight the link
Check that the link has the same staging area as the export was performed to
– This is on the Links page
– Take a screenshot, and highlight the link
Check the version of Outlook which is installed where the module is located
– Ensure that the default profile is configured for an account which has full control on all mailboxes
– Ensure that the default profile is configured to launch straight into Outlook, and that it is an online profile
– Ensure that the default profile is configured to launch straight into Outlook
Review errors on the Failed Items screen

Step 2
Is it some items for all mappings? Yes/No. If yes, continue with this step, if no, go to step 3
– Collect a screenshots
– Take a screenshot of the System Health page
Review any errors on the Failed Items screen
– Take a screenshot of the errors
 
Step 3
Did the import start, and then just stop? Yes/No. If yes, continue with this step, if no go to step 4
Check that the module doesn’t have a schedule defined
– This is on the modules page
– Take a screenshot of the schedule
– Take a screenshot of the System Health page
Review any errors on the Failed Items screen
– Take a screenshot of the errors
– You may try to enable re-export for the problematic PST sub-containers.
– Outlook profile recreation might help resolve the ingest issue.

Step 4
Gather logs:
– Ensure that the module is configured for TRACE level logging
– This is done on the modules page
– Reprocess the item(s) or click on ‘Failed Imports’, or click on ‘Hanging Imports’
– Wait 1-5 minutes
– Generate a ‘Support Bundle’ for review by Support