Archiving Troubleshooting

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Important Notice. This page is probably outdated and will be removed soon. All troubleshooting content is now available in the knowledgebase of our Customer Service Centers.

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Error message while creating new archiving profile: User not found

Affected: MailStore Server 6

Problem: After finishing the set up of a new archiving profile the error User not found occurs.

Solution: Please use only lower case character in your user name for logging into MailStore Server.


Error message: No file group is currently available for message archiving

Problem: During execution of the archiving process, MailStore reports the above message; no emails are archived.

Solution: MailStore cannot find any file group in which to store the new messages. This can happen when moving file groups to another directory manually.

To fix this problem, please proceed as follows:

  • Open MailStore Client and log in as a user with administrative rights.
  • Click on Management
  • Click on Storage Locations
  • Here you can create a new file group or select an existing one from its new location.

Existing archiving profiles should now execute without this error message.

Error message: HTTP 404

Problem: While archiving Exchange 2003 mailboxes via the "archive multiple mailboxes" function in MailStore Server, HTTP 404 errors are reported in the debug log although authentication was successful.

Solution: MailStore uses the WebDAV URL in the format http://<yourserver>/exchange/<mailbox> where <mailbox> is a valid email address including a local part and a domain part or so called "User Principal Name (UPN)".

These URLs were introduced to Microsoft Exchange 2003 with Service Pack 1. To use MailStore's archive multiple mailboxes feature together with Exchange 2003, please make sure that Service Pack 1 or later is installed.

Error message HTTP 500

Problem: While trying to access a Microsoft Exchange mailbox or during archiving, an HTTP 500 (Internal Server Error) or EWS 500 (Internal Server Error) error occurs.

Solution: HTTP 500 or EWS 500 errors are very unspecific errors, indicating an internal server error while IIS is processing the request. These errors are often caused by a communication problem between IIS or Exchange. Most common reasons are incorrect mailbox names, corrupt objects in the Exchange database, misconfiguration or missing permissions.

Information on how to configure IIS to get more detailed logging of HTTP 500 errors can be found under http://learn.iis.net/page.aspx/772/troubleshoot-with-failed-request-tracing/

Also HTTP 500 errors create entries under the application log of the Windows' event log system as "Exchange Web Service" application. Important stack traces are included in those entries.

If EWS 500 or HTTP 500 errors occur repeatedly, you should contact Microsoft about that issue.

EWS Error Code: ErrorMimeContentConversionFailed

Problem: While archive email from a Microsoft Exchange server an EWS 500 (Internal Server Error) with error code ErrorMimeContentConversionFailed occurs.

Solution: This kind of Exchange internal server error is caused by an internal Exchange function that is not able to convert a message from Exchange's internal MAPI format into the RFC822 compliant MIME format as requested by MailStore Server. In nearly all cases the original MIME message received by the Exchange server already contained invalid data, such as an appointment request confirmation without references to the original appointment. Therefore it is usually safe to delete those emails.

Due to that error the archiving profile itself terminates with a non-successful status code. This behavior can be changed by modifying the global property public.arcclient.skipMimeContentConversionFailed by executing the following command in MailStore's Management Shell:

store-setprop --name="public.arcclient.skipMimeContentConversionFailed" --value="true"

Please note: Independent of this global property, MailStore Server is neither able to archive messages where the above error occurred nor delete them from the Exchange server.

IMAP: Unable to parse server response

Problem: While archiving IMAP mailboxes the error unable to parse server response occurs.

Solution: Although this error message is generic, some IMAP server related issues and solutions are known:

  • MDaemon: Sometimes the MDaemon server just return UID 0 for a message while fetching the list of UID for a particular folder. UID 0 is not allowed by the IMAP RFC. The fix is to delete the IMAP.MRK file from the folder on disk. This will cause the IMAP server to re-index all messages (losing all IMAP flags -- All messages will become UNSEEN and UNREAD). If you want to preserve flags, messages can be moved to another folder using IMAP or webmail first, then delete the IMAP.MRK and restore the messages.

I/O error during archiving

Problem: During the archiving process, an input/output error occurs. The MailStore Server error log shows the following:

 ERROR Server Exception: I/O-Error

Solution: This error indicates a defective container file. To fix this problem, please proceed as follows:

  • Stop the MailStore Server service.
  • Search for the highest numbered .DAT-file in the current file group on your hard-disk, e.g. 88.DAT
  • Create a 0-byte file with the next higher number, e.g. 89.DAT
  • Restart the MailStore Server service

Access violation while archiving a PST file (Outlook 2007 SP2)

Problem: While archiving a PST file (with Outlook 2007 SP2 installed), an access violation occurs:

   Access violation at address xxxxxxxx in module 'mspst32.dll'. Read of address xxxxxxxx

Solution This error occurs due to a confirmed bug in the Outlook 2007 Service Pack 2. A hotfix for Outlook is available at Microsoft's Knowledge Base article 968858.

Unpredictable random errors during Exchange archiving

Problem: An existing archiving task, which was executed successfully before, fails with the following error message in the MailStore Server debug log:

 Object Reference not set to an instance of an object

Solution: In most cases this error occurs when anti-virus software has moved an email to a quarantine folder while it was accessed by MailStore. The anti-virus software settings should be checked.

Automatically delete archived emails from Google Mail mailbox

Problem: Setting up an IMAP archiving profile for Google Mail accounts with a configured automatic deletion rule in MailStore, does not delete emails from the Google Mail mailboxes but instead removes all labels and adds the "Deleted" label to the messages.

Solution: Please note: Using the generic IMAP archiving profile with Google Mail is not recommended. MailStore offers a special Google Mail archiving profile for that purpose.

If you still require the automatic deletion feature and use the generic IMAP archiving profile in MailStore, have a look at Google Mail Labs. There is a lab available called "Advanced IMAP Controls", which allows you to configure the behavior Google Mail when receiving IMAP delete requests.

To make the auto-deletion feature work in MailStore, go to Settings > Forwarding and POP/IMAP and configure the IMAP Access-section as shown in the following screenshot. Please note that these settings only have the effect that deleted emails are moved into the trash folder. Google Mail automatically deletes emails older than 30 days from the trash folder of your Gmail account. As a result of this fact you should exclude the trash folder from archiving with MailStore.

GoogleDeleteIMAP.png

Error Message While Archiving from Google Mail: Application-specific password required

Problem: While trying to archive a Google Mail mailbox the following error message occurs:

Application-specific password required:
http://www.google.com/support/accounts/bin/answer.py?answer=185833

Solution: You have enabled 2-step authentication for your Google account. This requires the creation of application specific passwords for every third party application you use. Afterwards you need to user the application specific password instead of the original user's password.

For using 2-step authentication with third party applications, Google provides comprehensive information under http://www.google.com/support/accounts/bin/answer.py?answer=185833

Error message "User not found" when creating an archiving task

Problem: At the end of the setup of an archiving profile for a MailStore integrated user the error "User not found" occurs.

Solution: While logging into MailStore Server, enter the user name in lower case letters (e.g. warren instead or Warren).

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About MailStore


  • MailStore Server is one of the leading email archiving solutions for SMB.
  • For private use there is a free tool for email archiving furthermore: MailStore Home.