Granular Restore Technology (GRT) enabled backup of the Exchange Information Store fails with error "Cannot log on to MAPI with the specified credentials"

Article:TECH64095  |  Created: 2008-01-15  |  Updated: 2013-11-28  |  Article URL http://www.symantec.com/docs/TECH64095
Article Type
Technical Solution

Product(s)

Issue



Granular Restore Technology (GRT) enabled backup of the Microsoft  Exchange Information Store fails with error "Cannot log on to MAPI with the specified credentials"


Error



0xe00002fe - Cannot log on to MAPI with specified credentials. Review the resource credentials for the job, and then run the job again.

V-79-57344-766 - Cannot log on to MAPI with the specified credentials. 

 


Cause



Reason 1: The account used in Backup Exec to backup the Exchange server does not have sufficient privileges to perform a GRT backup of Exchange 2003/2007 Information Store.

Reason 2: The Microsoft Exchange Server MAPI Client and Collaboration Data Objects (MAPI CDO) installed on the Exchange 2007 servers is corrupt.

Reason 3: When backing up Exchange 2007, the version/patch level of Microsoft Exchange Management Tools installed on the Exchange Server and Media Server (Required for Granular Restore Technology backups) does not match.

Reason 4: The Exchange Agent component was not upgraded properly during the upgrade of Backup Exec from one version to another.

Reason 5: When backing up Exchange 2007 in a clustered environment, the MAPI/CDO package is not at the same version on both Exchange servers.

Reason 6: Exchange 2007 is running on a Windows 2008 Server, in the backup selection list Information Store is not the first resource to be backed up for the Exchange Server and job is targeted to tape device.

Reason 7: A storage group that was formally backed up and is no longer available or has been renamed.

Reason 8: If the Backup Job is going to Tape, MAPI may not be functioning correctly preventing successful authentication to the Exchange Database or Mailboxes.

Reason 9: If the Exchange server runs low on Paged Pool Memory, This will prevent successful authentication to the Exchange Mailbox or Public Folder database during the backup or restore job.

 

Microsoft Exchange Information Store backup of Exchange 2003/2007 with the GRT option enabled, may fail with the above mentioned error message due to following:

Backup Exec should have all updates applied. Run Live Update twice on the Media server to apply the latest Service Pack and then the Hot Fixes. Then Update the Remote Agent on the Exchange Server (s).

The Backup Exec Support Tool can assist with many of the troubleshooting steps of this document by analyzing your system for you.  Use the following link to download the tool:
http://www.symantec.com/docs/TECH135126

 


Solution



Solution 1

  1. Ensure that the logon account has the following rights:

    • Backup Exec logon account should have Unique Active Mailbox. Activate the mailbox of Backup Exec "Logon Account" by sending an email to account and accessing the mailbox for this user. The Backup Exec Support Tool can automatically test this condition (Click here).

    • Backup Exec "Logon Account" should have Exchange Full Administrator rights for Exchange 2003 and Exchange Organization Administrators and Exchange Server Administrators role as mentioned in the following document. The Backup Exec Support Tool can automatically test this condition (Click here).
      www.symantec.com/docs/TECH51740

    • Backup Exec "Logon Account" being used to backup Exchange is a member of Domain Administrators.The Backup Exec Support Tool can automatically test this condition (Click here).

    • Backup Exec "Logon Account" mailbox being used to backup Exchange is not hidden from the Global Address List as mentioned in the following document. The Backup Exec Support Tool can automatically test this condition (Click here).
      www.symantec.com/docs/TECH17737

    • Backup Exec "Logon Account" being used to backup Exchange is Unique within Exchange Organization as mentioned in the following document. The Backup Exec Support Tool can automatically test this condition (Click here).
      www.symantec.com/docs/TECH24691

    • Verify that the Backup Exec "Logon Account" being used to backup Exchange is a member of Local Administrators Group on exchange server. The Backup Exec Support Tool can automatically test this condition (Click here).

  2. If Exchange Server or Media server is Windows 2008, update the hosts file on Windows 2008 server with IPV4 entries and restart the Backup Exec services. Please refer to below article.
    www.symantec.com/docs/TECH86155

  3. Make sure that Outlook is not installed on the Exchange Server.

  4. If all the privileges have been given to the BE user and if still the backup fails with the same error:
    1. Create a new user and add it to the Administrators, Domain Admins, Backup Operators and Exchange Organization roles.
    2. The new user should have an activated mailbox.
    3. Make the new user the System Logon a/c and the BESA.
    4. Re-try the backup.

 

Solution 2

To reinstall the MAPI CDO client follow the steps below:

  1. Uninstall the Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1 from the Exchange 2007 Servers.
  2. Download the Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1 from the following link, and install it on the Exchange 2007 servers.
    www.microsoft.com/downloads/en/details.aspx?FamilyID=e17e7f31-079a-43a9-bff2-0a110307611e&displaylang=en

 

Solution 3

The Backup Exec Support Tool can automatically perform this test (Click here).

To verify the version of the Exchange Management Consoles (only applicable when backing up Exchange 2007):

  1. Perform a search for ese.dll on both the Exchange Server and the Backup Exec Media Server.
  2. Ensure that the file version for ese.dll matches exactly. If it does not, review Add/Remove Programs (Programs and Features in Windows Server 2008) with the option to view installed updates and ensure the Service Pack level and Rollup level are the same.

 

Solution 4

  1. Verify the Exchange Agent component has been updated correctly, in Backup Exec Console, click Help | About Symantec Backup Exec for Windows Servers | License Information and ensure that "Agent for Microsoft Exchange Server" lists "Yes" under the "Installed" column.
  2. If not, re-run through the installation and check the option for "Agent for Microsoft Exchange Server".
  3. Otherwise remove the "Agent for Microsoft Exchange Server" license key and reinstall the key. And Restart Backup services.

 

Solution 5

  • To fix the MAPI/CDO package mismatches when backing up Exchange 2007 in a clustered environment, review Add/Remove programs on both the Exchange physical nodes for "Messaging API and Collaboration Data Objects 1.2.1.
  • The "Support Information" (Windows Server 2003) or "Version" column (Windows Server 2008) will reveal the actual file version information (e.g. 6.5.8069.0).
  • If versions on both the Exchange servers do not match exactly, then correct this issue by uninstalling both MAPI/CDO packages and downloading and installing it again on both the physical nodes.
  • The link to download MAPI/CDO:
    www.microsoft.com/downloads/en/details.aspx?FamilyID=e17e7f31-079a-43a9-bff2-0a110307611e&displaylang=en

 

Solution 6

To backup Exchange 2007 installed on a Windows 2008 server follow the document listed below:
www.symantec.com/docs/TECH62113

 

Solution 7

  1. Edit the selection list for the Exchange backup job.
  2. Deselect the Microsoft Exchange Server Information Store (this will deselect all the storage groups).
  3. Reselect the Microsoft Exchange Server Information Store.
  4. Save the selection list.
  5. Run the job again.

 

Solution 8

Confirm if MAPI is functioning properly:

  1. Use the Microsoft MFCMAPI Tool to test MAPI
    www.symantec.com/docs/TECH53597

  2. If this issue is experienced for an Exchange 2003 environment and another Exchange 2003 server exists that is not showing the MAPI error :
    1. Locate the MAPI32.dll file in C:\Windows\System32 on the Exchange 2003 Server experiencing the issue and rename to MAPI32.old
    2. Locate the MAPI32.dll file on the working Exchange 2003 Server
    3. Copy the MAPI32.dll file from the working Exchange 2003 Server to the Exchange 2003 Server experiencing the issue into C:\Windows\System32
    4. Reboot the Exchange Server
    5. Re-attempt an Exchange 2003 GRT Backup to Tape

  3. If the MAPI troubleshooting steps do not resolve then Microsoft Support should be contacted to resolve MAPI connectivity issues.

 

Solution 9

When using Windows 2003 as the host for the Exchange server, Paged Pool Memory can limit the size of the snapshot which is necessary to allow the backup to complete. Microsoft has released documentation on how to resolve the limitation on the memory for sizable backups like Microsoft Exchange databases. The following link from Microsoft provides steps on making changes on the Exchange server. The same changes should be made on the Backup Exec server if it is also a Windows 2003 server and you are using the GRT (Granular Restore Technology) to allow individual email restores.
support.microsoft.com/kb/304101

 


Supplemental Materials

SourceUMI
ValueV-79-57344-766
Description

Cannot log on to MAPI with the specified credentials. Review the resource credentials for the job, and then run the job again.


SourceError Code
Value0xe00002fe
Description

Cannot log on to MAPI with the specified credentials



Legacy ID



311718


Article URL http://www.symantec.com/docs/TECH64095


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