Unable to view the email items after a successful GRT restore

Article:TECH8909

Created: 2000-01-01

Updated: 2012-11-29

Article URL http://www.symantec.com/docs/TECH8909

Article Type
Technical Solution

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Problem

After a successful GRT/brick-level (single mailbox) restore, the restored mail items are not displayed in the e-mail client and all the default folders at the Top of Information Store appear in English instead of the original language in which they were backed up.

Error

Exchange beremote shows these errors but restore completes successfully :

[5392] 2012-09-25T14:59:13.457 [fsys\mb2] - SendSeedMSG: Faied on remote server 80004003.
[5392] 2012-09-25T14:59:13.457 [fsys\mb2] - SendSeedMSG FAILED! RC = 0x00000000

Cause

A mailbox was created and was accessed by a non-English MAPI e-mail client and thus all default folders at the Top of Information Store (Inbox, Outbox, Sent Items, Deleted Items, Contacts, Journal, etc) were in that client's language. A brick level backup was performed on that mailbox. The mailbox was deleted, and then recreated for the purpose of restore. The Non-English mail client did not access the mailbox before the restore. The restore job was launched and terminated successfully. Upon opening the mailbox using the non-English mail client, none of the restored mail items appeared and all the default folders were in English rather than the original language in which they were backed up.

Solution

In order for non-English mail items to be properly restored, the mailbox must first be accessed by the e-mail client of the same language version as originally, before launching the restore job. If Outlook 2007 in German accessed the mailbox, for example, after recreating the mailbox and before beginning the restore, the mailbox owner must access the mailbox using Outlook 2007 in German. This will cause the language version of the Top of Information Store for that mailbox to be set to its original language i.e. German.

If one is no longer sure which language version initially accessed a mailbox, go the Restore Selections and expand the appropriate mailbox. The language version of Top of Information Store will indicate which language version was initially used. In Figure 1, the Top of Information Store is reported in German, which means that a German e-mail Client was used (either Outlook or Exchange Client).

This solution is also applicable to redirected single mailbox restores.

Figure 1

Other workarounds:

A) If the above procedure for creating a Non-English Top of Information Store does not work, the following procedure can be used to move the affected mails from one folder to the other:

1. Download and install the latest version of MFCMAPI from this link : http://mfcmapi.codeplex.com/

[For Exchange version 2010, download the EWSEditor from this link:https://ewseditor.codeplex.com/]

2. Logon to MFCMAPI with the affected users MAPI profile.

3. Once Logged in, select Session > Logon and Display Store Table - this should display the mailbox of the user.

4. Double click on the same and drill down to where it shows the Folder Hierarchy and you see the Non-English "Top of Information Store" as well as the English one.

5. Now expand the Non-English Top of Information Store and double click on the Inbox folder. This should open another window displaying all the emails in the Inbox.

6. Select All, right click and choose "Copy Messages". Now close this window.

7. Expand the English Top of Information Store and double click on the Inbox folder. Right click and select "Paste Messages".

8. Another prompt will be generated giving the option to select "MESSAGE_MOVE". We need to select this option to move the Messages across to the new Folder. Do not change any other setting and click on OK.

9. This will move the messages from the Non-English Inbox to the English Inbox. Once this is done, test if the content of the Inbox is now accessible through Outlook, OWA.

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10. We need to do this for the rest of the Folders to move the contents from the under the Non-English Top of Information Store to the folders under the English Top of Information Store.

B) The Exchange Agent of Backup Exec 2012 now provides the ability to restore mailbox or public folder items into PST files, which can be opened in Outlook or distributed to users.

For more information on this, please see the below article.

www.symantec.com/docs/TECH191622

Supplemental Materials

Description

The mail client who first accesses the mailbox determines the language version of the default folders at the Top of Information Store. If, for instance, the client who initially accesses a mailbox is Outlook 2000 in German, then all the default folders will be in German. After the deletion of the mailbox, the latter needs to be recreated so it can be restored individually. Once the mailbox is recreated and is displayed in Exchange (note that for Exchange 2000 at least one mail item must be registered for that mailbox before it appears in Exchange System Manager), the restore job can begin.

During the restore, the Backup Exec service account opens the target mailbox using mail client code. However, the service account makes a connection as if using an English mail client, which means that the Top of Information Store is set to English. The mail items with their non-English folders will be restored, but the e-mail client will not display them because of the language difference. The content of Posteingang (German for Inbox), for example, will not be directed to Inbox. The restore routine does not consider them the same.

This explanation is also valid for redirected single mailbox restore.

Legacy ID

232665