Question

Issue with creating a recovery point for Exchange database

  • 13 June 2024
  • 5 replies
  • 24 views

Userlevel 3
Badge +8

Hi!

 

We trying to create a Recovery Point to recover a specific e-mail but the job fails after a couple of seconds. We do see a “ Error Code [655362] returned - [Error decrypting password]. “ in the logs. Not sure what password is referenced here. It concerns a intellisnap snapshot which is available on the storage. Has anyone seen this error before?


5 replies

Userlevel 6
Badge +14

@Jeremy That error might just be noise. Make sure that the media agent you selected when creating the recovery point has all the prereqs

https://documentation.commvault.com/2023e/expert/preparing_mediaagent_for_message_recovery_from_exchange_database_jobs.html

Userlevel 3
Badge +8

Hi Scott,

Thanks for your reply! The prereqs all look good, the only difference is the outlook version, we have a 2016 version installed instead of the 2010 or 2013 version, but I fail to see why this would block the mount action.

If it keeps failing, we might just have to restore the entire 1TB database and recover messages from it.

Userlevel 6
Badge +14

Correct outlook version would not matter, you can attempt to mount the snap to the MA used for live browse to see if that is where the failure is occurring This link shows vsa but backup agent does not matter steps are identical

https://documentation.commvault.com/2023e/expert/mount_snapshot.html

Userlevel 3
Badge +8

Hi Scott,

That seems to be working! Also I’m afraid I was too quick to go over the prereqs, I do notice the “ Visual C++ Redistributable for Visual Studio 2012 Update 4” missing from the Media Agent. I will get in touch with my colleague to have this installed and retry creating the recovery point.

I’ll make sure to update this post afterwards.

Userlevel 6
Badge +14

@Jeremy Okay great sound good, that is common missing item on the MA.

We know snapshots can mount so most likely that C++

If you still have issue, I suggest opening a case so logs can be reviewed.

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