Problem Description
After enabling the In-Place Archive feature for a user in Microsoft 365, the archive mailbox does not appear under the user's Druva backup status, or backups for the archive mailbox fail to trigger.
Active Backups: The user's primary/normal mailbox continues to back up successfully without errors.
Missing Data: Only the In-Place Archive data is missing from the Druva recovery points.
Cause
Druva locates and authenticates the In-Place Archive mailbox using the user's Primary SMTP email address. If there is a mismatch between the primary SMTP address registered inside Druva and the primary SMTP address configured in Microsoft 365, Druva cannot discover the archive mailbox. The In-Place Archive API requires an exact SMTP match.
Mismatch Example Scenario
Microsoft 365 Config: A user's primary email was updated from jdoe@company.com to jane.doe@company.com. The In-Place Archive is now linked to jane.doe@company.com.
Druva Config: The user account has not synchronized yet and still lists the old primary SMTP: jdoe@company.com.
Result: Druva requests the archive for jdoe@company.com, Microsoft rejects or fails to find it, and the archive backup drops out.
Resolution
To restore In-Place Archive backups, you must align the Primary SMTP email address in Druva with the current Primary SMTP in Microsoft 365 and ensure the backup profile is not explicitly excluding the archive data.
Step-by-Step Fix
1. Identify the Correct SMTP in Microsoft 365:
Log in to the Microsoft 365 Admin Center or Exchange Admin Center. Navigate to Users > Active Users, select the affected employee, and copy their Primary email address / SMTP (e.g., jane.doe@company.com).
2. Update the Email Value in Druva:
Choose the method below that matches how your users are managed:
If using Azure AD (Entra ID) Sync: Go to Microsoft 365 > Exchange Online > Azure AD Sync tab and click Sync Now. This pulls the new jane.doe@company.com address automatically.
If managing users manually: Go to Exchange Online > Users tab. Select the user, click Edit, and change their email from the old address (jdoe@company.com) to the new primary address (jane.doe@company.com). Save changes.
3. Verify Backup Profile Settings (Exclusions): Check for profile restrictions.
By default, Druva backs up the In-Place Archive unless it is explicitly excluded in the backup profile.
Navigate to Profiles and open the profile assigned to the affected user.
Click Edit and select SaaS Apps.
Expand the Exchange Online dropdown.
Review the Exclude Paths and Folders field. If In-Place Archive is written in this box, clear it out.
Click Save.
4. Trigger a Manual Backup: Validates the fix instantly.
Go back to the user's profile under Exchange Online > Users, select their checkbox, and click Backup Now. Check the job logs to ensure both the Primary Mailbox and the In-Place Archive complete successfully.
If the primary SMTP addresses match exactly across both environments, the exclusion field is completely clear, and the In-Place Archive still fails to appear or back up, please reach out to Druva Support.