When you use the Add Storage Wizard to register a .pst file, the registration operation may fail with the error “Format of the following file is not supported: '<full path to .pst file>'.” This problem occurs if the .pst file you are trying to register is password-protected. The expected behavior is that while the registration operation is in progress, the Add Storage Wizard should prompt you to type a password for the password-protected .pst file.

WORKAROUND

1. Use Outlook to open the password-protected .pst file you want to register.
2. Type the password for the .pst file when prompted by Outlook.
3. Keep the file open in Outlook.
4. Use the Add Storage Wizard to register the .pst file as a storage. For more information, see the User Guide supplied with this release of Recovery Manager for Exchange.

Renaming the Recovery Manager for Exchange computer may result in Recovery Manager for Exchange being unable to connect to its database on SQL Server.

WORKAROUND

CAUTION: The next steps involve making changes to the system registry. Incorrectly editing the registry may severely damage your system. Before making changes to the registry, you should back up any valued data on the computer.

1. Locate the ConnectionString registry value in each of the following sub-keys of the HKLM\SOFTWARE\Quest\Recovery Manager for Exchange registry key: - Backup Catalog - EDB Information - Storages
2. In each of these three sub-keys, modify the ConnectionString value data to replace the old name of the Recovery Manager for Exchange computer with the current name of the computer.

Registration of Exchange Server database extracted from backup may fail with the following error: “Unable to initialize Jet engine and retrieve information about <path to .edb file>: No such database (Source: “ExchDB.ExchDB.1”).” This problem occurs in a situation where the full path to the extracted Exchange Server database includes non-English characters.

WORKAROUND 1

1. Take note of the path to the extracted Exchange Server database. This is the same path as the path to .edb file provided in the error message quoted in the description of this problem.
2. Create a new folder on the root of the local drive where Recovery Manager for Exchange is installed and move the extracted Exchange Server database to that folder.
3. Make sure the full path to the Exchange Server database does not include any non-English characters.
4. Start the Add Storage Wizard and register the offline .edb file from the folder to where you moved the extracted Exchange Server database. For more information, see the User Guide supplied with this release of Recovery Manager for Exchange.

WORKAROUND 2

1. Extract the Exchange Server database from the backup with the backup software that was used to create that backup.
2. Make sure the full path to the extracted Exchange Server database does not include any non-English characters.
3. Start the Add Storage Wizard and register the offline .edb file from the folder to where the Exchange Server database was extracted. For more information, see the User Guide supplied with this release of Recovery Manager for Exchange.

When restoring a folder whose name includes a backslash, for example, One\Two, you may get the following unexpected result: In the target storage, the folder One\Two being restored appears as a folder named One with a subfolder named Two.

WORKAROUND

Manually change the folder structure in the target container as appropriate.

After you have deleted a registered source storage based on an Exchange Server database from the Recovery Manager for Exchange console tree, you may get the following unexpected result: The log and patch files belonging to the database still remain in the location to where the database was extracted from backup during the registration operation.

WORKAROUND

To delete a source storage with all its associated Exchange Server database files:

1. Before you proceed with the delete operation, right-click the source storage you want to delete in the console tree, and select Properties.
2. In the dialog box that opens, take note of the Path field value. This is where the database files were extracted at the time of the database registration. By default, the path is <Disk>:\Recovery Manager Sources\<DatabaseLocation> where <DatabaseLocation> is the folder holding the associated Exchange files for the source storage you want to delete.
3. Delete the source storage from the console tree.
4. Manually delete the folder represented as <DatabaseLocation> in step 2 of this procedure.

Your attempt to register an Exchange Server database from a recovery storage group (RSG) may fail with the following error message that incorrectly describes the problem: “Cannot access the file <FileName> because it is being used by another process.” In fact, this error message indicates that the database you attempt to register from RSG is currently mounted.

WORKAROUND

Manually dismount and then register the database.

Your attempt to export messages to the .eml, .msg, or txt format may permanently fail with the following error message that fails to describe the problem correctly:

“Illegal characters in path.”

In fact, this error message may display when the names of the source storage folders from which you export data are identical to reserved names in Windows, for example, AUX, PRN, NUL, CON, LPT1, or COM1. This problem only occurs if during the export operation you retain the original source storage folder structure.

WORKAROUND

Perform the export operation without retaining the source storage folder structure.

You may receive the following error message when using the Access online Exchange Server option to register a storage from a recovery storage group located in an Exchange cluster: “Registration of storage <Path to .Edb> has failed. Details: System.IO.IOException: The network path was not found.”

WORKAROUND

1. Copy the database you want to register to the Recovery Manager for Exchange computer.
2. Start the Add Storage Wizard, click Next, and use the Access offline Exchange database, Domino databases, or .pst files option to register the database in question.

When attempting to catalog removable storage media by using the Microsoft Removable Storage library option in the Catalog Wizard, you may receive the “Class not registered” error message that fails to describe the problem properly. In the situation in question, this error message indicates that the Removable Storage Manager (RSM) feature is disabled on the Recovery Manager for Exchange computer.

WORKAROUND

Enable the Removable Storage Manager (RSM) feature on the Recovery Manager for Exchange computer.

Your attempt to export messages to individual .msg files may fail with the following error message: “An error occurred while processing the message with subject “<subject>” from “<location>”. Details: The system cannot find the path specified.”

WORKAROUND

CAUTION: The next steps involve making changes to the system registry. Incorrectly editing the registry may severely damage your system. Before making changes to the registry, you should back up any valued data on the computer.

1. On the Recovery Manager for Exchange computer, start Registry Editor: Click Start, then click Run, type regedit, and click OK.
2. Do one of the following:
   • In a 32-bit edition of Windows, expand the appropriate nodes to locate and select the subkey HKLM\SOFTWARE\Quest\Recovery Manager for Exchange\EnableExtraRecipientsProcessing
   • In a 64-bit edition of Windows, expand the appropriate nodes to locate and select the subkey HKLM\SOFTWARE\Wow6432Node\Quest\Recovery Manager for Exchange\EnableExtraRecipientsProcessing
3. From the main menu, select Edit | Modify.
4. In the dialog box that opens, under Value data, change the value to false, and click OK.

You may receive the following uninformative error message when on the Specify Backed Up Exchange Server page in the Add Storage Wizard you specify an Exchange Server located in an Active Directory domain different from the one where Recovery Manager for Exchange is installed:

“Value cannot be null. Parameter name: backedUpExchange”.

WORKAROUND

Join the Recovery Manager for Exchange computer to the domain where the backed up Exchange Server resides or installRecovery Manager for Exchange on a computer in that domain.

Your attempt to register an Exchange Server recovery database or database from a recovery storage group may permanently fail with the following error message: “Unable register storage <StorageName>. The file cannot be accessed by the system.” This problem occurs when the account under which the Recovery Manager Console is running does not have sufficient access rights on the target Exchange Server.

WORKAROUND

Do one of the following:

• Start the Recovery Manager Console under an account that has Read access right to the files located on the Exchange Server database files you want to register.
• Copy the .edb file you want to register to a location on which the account under which the Recovery Manager Console is running has Read access right, and then register the file from there.

You may encounter the following problem after you click the Add button on the Add Mailboxes page in the Add Storage Wizard, and then select an Exchange Server: The Mailboxes list is empty, although there are mailboxes hosted on the Exchange Server you selected.

This problem occurs when the domain that includes the Exchange Server does not have any global catalog servers.

WORKAROUND

Add a global catalog server to the domain, and then retry the mailbox registration operation.

You may experience the following issue on a Windows Server 2008-based computer where the Desktop Experience feature is installed: When started, Recovery Manager for Exchange may display an error message reading that Microsoft Outlook is not set as the default e-mail client, whereas it actually is.

WORKAROUND 1

Uninstall the Desktop Experience feature, and then start Recovery Manager for Exchange.

WORKAROUND 2

CAUTION: The next steps involve making changes to the system registry. Incorrectly editing the registry may severely damage your system. Before making changes to the registry, you should back up any valued data on the computer.

1. Use Registry Editor to open one of the following registry keys: - If the Recovery Manager for Exchange computer is running a 32-bit edition of Windows Server 2008, open the HKLM\SOFTWARE\Clients\Mail registry key. - If the Recovery Manager for Exchange computer is running a 64-bit edition of Windows Server 2008, open the HKLM\SOFTWARE\Wow6432Node\Clients\Mail registry key.
2. Set the (Default) entry value to Microsoft Outlook.
3. Start Recovery Manager for Exchange.

Unexpected behavior when you uninstall Recovery Manager for Exchange: the Recovery Manager for Exchange Setup program may unexpectedly delete all .log files from the folder where Recovery Manager for Exchange stores its .log files. Thus, if the folder includes .log files of other applications, they also get deleted.

WORKAROUND

Make sure that the folder where Recovery Manager for Exchange stores its .log files does not include any .log files of other applications.

You may encounter the following issue when using the Import .Pst Files Wizard: If you select the Delete source file after successful import check box, Recovery Manager for Exchange fails to delete the Personal Folders (.pst) file and returns an error message reading that the file is locked.

WORKAROUND 1

Locate the Personal Folders (.pst) file and delete it manually.

WORKAROUND 2

Disable the Windows Search service on the Recovery Manager for Exchange computer:

Open the Services tool.

In the list of services, right-click Windows Search, and then click Properties.

On the General tab, from the Startup type list, select Disabled, and then click OK.

Unexpected behavior in the Import .Pst Files Wizard when you attempt to match Personal Folders (.pst) files to online mailboxes by owner: The wizard may fail to match the source Personal Folders (.pst) files to the mailboxes that satisfy the matching criteria. This issue affects only those Personal Folder (.pst) files that were created by a user account that is a member of the local Administrators or Domain Administrators group.

WORKAROUND

Match the files to mailboxes manually or by file name.

Your attempt to compare an item to an entire online Exchange store may fail with the error “The client operation failed.” This issue only occurs when the user account under which you are running the Recovery Manager for Exchange console does not have access to some or all mailboxes in the Exchange store.

WORKAROUND

Make sure the account you are using has access to all mailboxes in the Exchange store.

You may encounter the following issue when registering an offline Exchange Server database (.edb file) as a storage: The storage registration fails with the error “Non-database file or corrupted DB.” This issue only occurs when the Recovery Manager for Exchange computer runs a Windows version different from that installed on the Exchange Server whose offline database you attempt to register as a storage.

WORKAROUND 1

1. Install Recovery Manager for Exchange on a computer that runs the same Windows version as the Exchange Server whose database you want to register.
2. Retry the storage registration operation.

WORKAROUND 2

1. Perform a hard repair operation on the Exchange Server database you want to register, and then try to register the database.
2. If the registration operation still fails, use the Add Storage Wizard to defragment the Exchange Server database, and then register the database as a storage.

Your attempt to open a registered storage based on an online Exchange Server mailbox may fail with the error “Could not connect to mailbox <MailboxName> on server <ServerName>. Details: Undefined MAPI error. Detailed description is not available.”

This issue only occurs when the Exchange Server mailbox is located on an Exchange Server 2007 and IPv6 is enabled both on the Exchange Server and on the computer running Recovery Manager for Exchange.

WORKAROUND

Disable IPv6 on the Recovery Manager for Exchange computer.

Your attempt to preview a meeting or task request in the Recovery Manager Console may fail with the error “The operation failed. An object cannot be found.” This issue only occurs if Outlook 2013 is installed on the Recovery Manager for Exchange computer.

WORKAROUND

To preview the meeting or task request:

1. Export the request to an .msg file.
2. Open the .msg file in Outlook.

Unexpected behavior when the Find View is in the Advanced Mode: When you use the Sent To field to search by SMTP e-mail address, your search may return no results, although the source storages do contain messages that meet your criteria.

WORKAROUND

Use the Find View in the Standard Mode.

When simultaneously running several automated tasks that restore data, you may experience the following problem: The tasks fail or complete with errors, returning any of the following error messages on the Output tab in the Task Manager View:

“Operation <OperationName> failed. Details: Violation of PRIMARY KEY constraint 'PK_Stores'. Cannot insert duplicate key in object 'dbo.Stores'. The statement has been terminated.”

“Operation <OperationName> failed. Details: Someone else deleted this index while you were updating it.”

“An error occurred while processing the message with subject “<Subject>” from “<Path>”. Details: Attempted to read or write protected memory. This is often an indication that other memory is corrupt.”

“Operation <OperationName> failed. Details: Could not process one or more databases.”

WORKAROUND

Run one data restoration task at a time.

An automated task that is configured to restore messages to .pst files may permanently fail. This problem occurs when all of the following conditions are true:

• You set a custom maximum size limit for the target .pst files.
• The messages being restored are grouped by their source folder or mailbox.

WORKAROUND

Restore the data using one of the Recovery Manager for Exchange restore wizards.

An automated task that restores data to an online Exchange mailbox may fail to run on a schedule, returning the error “Cannot connect to mailbox.” This problem occurs when the target mailbox is in a domain that is different from the one where RRecovery Manager for Exchange is installed.

WORKAROUND

Run the task manually:

1. In the Recovery Manager for Exchange console tree, select the Task Manager node.
2. In the task list in the right pane, click the task you want to run.
3. Click the Run Now button.

Message export to a .txt, .eml, or .msg file performed in the Web Interface may fail with the following error:

“The Compressed Folder is invalid or corrupted.” This problem occurs when the subject of the message being exported exceeds 260 characters.

WORKAROUND

To export the message, use the Recovery Manager Console.

Your attempt to open a storage based on a .pst file in the Web Interface may fail with the following error message: “The file <file name> could not be created or opened.”

This problem occurs when the .pst file is in use by another application or the storage based on the file is open in the Recovery Manager Console.

WORKAROUND

Make sure that

• The .pst file is not in use by any application.
• The storage based on the .pst file is closed in the Recovery Manager Console.

You may encounter the following non-informative error message when using the Recovery Manager for Exchange Web Interface to register an online Exchange server mailbox as a storage: “[SFxServerDidNotReply]”

This problem only occurs if the online mailbox is located in an Active Directory domain different from the one where Recovery Manager for Exchange is installed.

WORKAROUND

To register the mailbox as a storage, use the Recovery Manager Console. For more information, see the “Registering a Storage” section in the Recovery Manager for Exchange User Guide.

You may encounter the following error message when using the Recovery Manager for Exchange Web Interface to open a registered storage: “Retrieving the COM class factory for component with CLSID {<ID>} failed due to the following error: <ErrorID>.”

This problem occurs if you change the display language on the computer where Recovery Manager for Exchange is installed without restarting the computer.

WORKAROUND

Restart the Recovery Manager for Exchange computer, and then use the Recovery Manager for Exchange Web Interface.

Unexpected behavior when you specify a nonexistent new folder in the Web interface output folder option on the Web Interface tab in the Settings dialog box, and then click OK: Recovery Manager for Exchange does not create the folder.

WORKAROUND

Create the folder manually.

Unexpected behavior in the Recovery Manager for Exchange Web Interface: Keyboard input fails to work in the text boxes when you attempt to type in the Japanese, Korean, or Chinese language.

WORKAROUND 1

1. Create a .txt file (for example, in Notepad).
2. In the .txt file, type the text you want to insert into the Web Interface, and then copy and paste the text into the appropriate Web Interface text box.

WORKAROUND 2

NOTE: This workaround disables the shortcut menus in the Recovery Manager for Exchange Web Interface.

1. Open the Recovery Manager for Exchange installation folder (by default, this is %ProgramFiles%\Quest\Recovery Manager for Exchange).
2. Locate the Default.htm file, and then open the file in a text editor (such as Notepad).
3. In the file, change the Windowless parameter value for the Silverlight object from TRUE to FALSE.
4. Save changes and close the file.

Your attempt to register Exchange Server databases from a compressed backup created with Veritas NetBackup 6.5 may fail with the following error message: “Failed to process backup media: The next file media was not found in the folder '<FolderName>'.”

WORKAROUND

1. Use Veritas NetBackup 6.5 to extract the Exchange Server databases from the compressed backup to a recovery storage group on a live Exchange Server.
2. Use the Add Storage Wizard to register the Exchange Server databases (.edb files) from the recovery storage group to which you extracted data in step 1.

Your attempt to directly access Exchange Server backups created with EMC Legato NetWorker 7.4.4 may permanently fail with the error “Column ID is constrained to be unique.”

WORKAROUND

To register storages from such backups, use the instructions provided in the “Working with EMC Legato NetWorker” section in the Recovery Manager for Exchange User Guide.

Your attempt to use the Exchange Server Emulation feature to extract and register Exchange Server databases from backups created with CA BrightStor ARCserve Backup 12.5 may permanently fail. This problem occurs when Recovery Manager for Exchange and ARCserve Backup 12.5 are installed on the same computer and the ARCserve Backup Manager window is open while you are performing the storage registration operation.

WORKAROUND

Follow these steps to register storages:

1. Start Exchange Server emulation.
2. Restart the ARCserve Backup Manager.
3. Proceed with the storage registration operation.

Exchange Server emulation may fail when the 8.3 naming convention (short file and directory names) is disabled on the Recovery Manager for Exchange computer.

WORKAROUND

Ensure the 8.3 naming convention is enabled. For details, see the documentation for your version of Windows.

When using Exchange emulation to extract and register two or more Exchange databases from a backup created with NetBackup 7.0.1, you may encounter the following issue: The extract operation fails after the first database has been successfully extracted.

WORKAROUND

Extract and register the Exchange databases one at a time.

Your attempt to register Exchange Server databases from a backup created with Windows Server Backup may fail with the error “The backup destination is not readable.”

WORKAROUND

1. Use Windows Server Backup to extract the Exchange Server databases from the backup into a custom location. For more information, see the documentation for your version of Windows Server Backup.
2. In the Recovery Manager Console, start the Add Storage Wizard (select the Recovery Manager for Exchange console tree root, and then click Register Storages in the right pane.
3. Step through the wizard until you are on the Select How to Add Storages page.
4. Click the Access offline Exchange database, Domino databases, .pst files, or Archive Manager instance option, and then step through the wizard to register the Exchange Server databases you extracted in step 1.

Your attempt to register storages from backups created with EMC NetWorker by using the Access Exchange and/or Domino backups directly option in the Add Storage Wizard may fail with the error “Catastrophic failure.” This issue only occurs if the backup media contains both Exchange and non-Exchange backups.

WORKAROUND

To register storages, either connect to NetWorker backup server or use Exchange emulation. For more information on each of these methods, see the “Working with EMC Legato NetWorker” section in the Recovery Manager for Exchange User Guide.

Unexpected result when you export messages from an Archive Manager instance to Text (.txt) files: Message bodies may be missing from the target Text (.txt) files. This problem only affects messages whose bodies have HTML format or Rich Text Format (RTF).

WORKAROUND

1. Restore messages from the Archive Manager instance to a Personal Folders (.pst) file.
2. Export the messages from the Personal Folders (.pst) file to Text (.txt) files.

Your attempt to use Exchange emulation to extract and register Exchange Server databases from a backup created with NetBackup 7.5 may cause Recovery Manager for Exchange to stop responding.

This issue only occurs when you attempt to start Exchange emulation two or more times in a row.

WORKAROUND

Restart the Recovery Manager Console, and then start Exchange emulation.

You may encounter the following issue when using Exchange emulation to restore an Exchange Server database from a backup created with NetVault Backup: The restore operation fails with the following error being displayed in the NetVault Backup console: “Fatal error: Restore failed”.

This issue only occurs when Windows Management Framework 3.0 which includes Windows PowerShell 3.0 is installed on the computer running Recovery Manager for Exchange.

WORKAROUND

Uninstall Windows Management Framework 3.0, and then retry the restore operation.

When you use Exchange emulation to register multiple Exchange Server databases from backups created with ARCserve, the registration may fail. This issue occurs if the ARCserve agent installed on the Recovery Manager for Exchange computer is incompatible with the versions of Exchange Server from which the databases originate. In this situation, Recovery Manager for Exchange does not perform any checks to confirm the compatibility of the agent.

WORKAROUND

Check to make sure that the ARCserve agent is compatible with the Exchange Server versions whose databases you plan to register as storages.

Your attempt to register a new storage may fail when you use the Exchange Emulation feature to register an Exchange Server database held on a backup server running Symantec NetBackup version 7.5.0.5. This issue only occurs when the Recovery Manager for Exchange computer does not have a disk volume whose letter is identical to the one on which the database being registered resided on Exchange Server. This issue is caused by a problem known to exist in Symantec NetBackup 7.5.0.5 and described in Article TECH196858 available on the www.symantec.com Web site. For a complete description of the problem, follow this link: www.symantec.com/docs/TECH196858.

WORKAROUND 1

1. Make sure the Recovery Manager for Exchange computer has a disk volume whose letter is identical to the one on which the database you want to register resided on Exchange Server.
2. Retry the storage registration operation.

WORKAROUND 2

1. Downgrade Symantec NetBackup from version 7.5.0.5 to 7.5.0.4.
2. Retry the storage registration operation.

Unexpected behavior: The Rme.exe process may keep running when you close the Recovery Manager Console after working with vRanger.

WORKAROUND

Use the Task Manager to stop the Rme.exe process manually.

Unexpected result when you use Exchange emulation to simultaneously extract and register two Exchange Server databases from a backup created with Symantec NetBackup: Only one database is extracted.

WORKAROUND

Extract and register only one Exchange Server database at a time.