Mountability checks fail with "Mail store 'dbname' is not mountable. Error: 'Database was not shutdown cleanly...' (4044783)

In some cases, customers using the Rapid Recovery 6.2.0.17839 and 6.2.1.99 agents with an Exchange server have experienced Mountability Check failures.

Stack Trace Example:

This error is not experienced by all customers using a 6.2.x Agents on an Exchange server. However, the error can be experienced on any supported Operating System and supported build of Exchange server. Until the issue is fully resolved, all 6.2.0.17839 agents have been removed from customer portals & web UI deployment, and have been replaced with the 6.1.3 agent. The 6.2.1.99 build has been replaced by the 6.2.1.100 build.

Solution

Issue is resolved in Rapid Recovery 6.2.1.100. Please upgrade to the most recent version of Rapid Recovery @ Rapid Recovery - Download Software.

Work Arounds for 6.2.0.17839 & 6.2.1.99 builds:

Agent Work Around:

Replace the 6.2.x Agent with a 6.1.3 Agent.

NOTE: This will require two reboots of the Exchange server and trigger a base image.

1. On the Exchange server, open Programs and Features.
2. Select the Rapid Recovery Agent and remove it.
3. In the Installation Wizard at the Remove Options tab, do not select Uninstall the configuration settings and data. Leave blank and click Uninstall.
4. Click Finish to reboot.
5. After reboot, install the 6.1.3 Agent and click Finish to reboot.
6. Protection will resume with a base image on the next back up.

Hyper-V Agentless Work Around:

Have Hyper-V take checkpoint snapshot.

1. Open the Core console.
2. Go to the Exchange server under the Hyper-V host and select the Settings tab.
3. On the Setting tab click on Hyper-V.
4. For the Snapshot configuration setting, select Do not create VSS snapshot during transfer, and click the Check mark to apply.

NOTE: Issue is Agent related. VMware agentless protection is not affected as it does not use an Agent.

Mailbox Restore Notice:

The following steps are needed to restore Exchange data from any recovery point taken with a 6.2 agent where the Mountability Check failed.

NOTE: Eseutil /p drops the log files from an Exchange database.

1. Mount the recovery point volume(s) containing the Exchange database, Log files, and System files. Be sure to mount the volumes writable.
2. Run eseutil /p on the EDB(s).
3. Once eseutil has completed, keep the recovery point mounted.
4. Open Mailbox Restore and click Open.
5. In the Open Recovery Source window, manually select the correct paths required, click Next to continue through the wizard until completed.
6. You can use Mailbox Restore normally to recover data in the the Exchange database.