License Editions: For license details, see Plans & Pricing.
Microsoft 365 app: General issues
To know about the general Microsoft 365 issues, see Troubleshooting Microsoft 365 issues.
Exchange Online issues
Issue: User Mailbox or Shared Mailbox (SMB) continues to be backed up even though it's been deleted from Azure AD / Microsoft Entra ID.
Cause: This behavior occurs because the mailbox is in a soft-deleted state, not permanently removed.
When a user or shared mailbox is deleted:
It remains in the Azure AD recycle bin for 30 days by default.
During this period, the Exchange Online mailbox still exists on the backend.
Druva detects and continues to back up the mailbox until it is permanently deleted.
Explanation:
Deletion using Microsoft 365 Admin Center or the Remove-Mailbox PowerShell cmdlet triggers a soft delete.
The mailbox is retained in a recoverable state for 30 days to allow for accidental recovery.
Druva's backup will continue to run and EUSERNOTFOUND error will NOT BE SEEN as the mailbox still exists with EXO.
For more information, refer to the Microsoft 365 Exchange data deletion.
Resolution:
Option 1: Automatic Deletion (Wait for 30 Days)
After 30 days, the mailbox is automatically purged from Microsoft 365.
Druva will detect the deletion in the next backup cycle.
The user/mailbox will be:
Marked as Disabled in Druva.
Transitioned to a Preserved User (for user mailbox).
M365 / Shared mailbox license will be released.
Option 2: Manual Deletion (Immediate Cleanup via PowerShell)
If you want to expedite mailbox removal:
Permanently delete the user from Azure AD:
Go to Microsoft Entra ID → Deleted Users.
Perform a hard delete of the user.
Hard delete the mailbox from Exchange Online:
Use Exchange Online PowerShell:
Remove-Mailbox -PermanentlyDelete -Identity "<User or SMB Email>"
⚠️ Ensure you no longer need the data before performing a hard delete, as this action is irreversible.
Issue : Exchange Online backups are failing for users approximately 10 days after account configuration.
Admins receive the following email alert:
Subject: Cloud App Status Alert
Message: Microsoft 365 is not connected. Please re-configure Microsoft 365.
Root Cause
When a global admin account is created via a third-party SSO tool, the StsRefreshTokensValidFrom attribute is not set via Microsoft Graph APIs.
This results in OAuth token refresh failures, causing the Microsoft 365 integration to expire after 10 days.
Workaround
Follow the steps below to manually set the StsRefreshTokensValidFrom attribute using PowerShell:
Step 1: Install Required Azure Modules
Install Microsoft Online Services Sign-In Assistant:
Install Azure AD Module for PowerShell (64-bit):
Step 2: Connect to Azure AD
Open PowerShell and run:
Connect-MsolService
You’ll be prompted to enter your Azure AD Global Admin credentials.
Step 3: Retrieve Attribute Value
Run the following command to retrieve the current StsRefreshTokensValidFrom value:
$user = Get-MsolUser -UserPrincipalName ernie.carter@druva.com
$user.StsRefreshTokensValidFrom
Replace ernie.carter@druva.com with your global admin's UPN.
Step 4: Set the Attribute
Run the following to assign the current timestamp to the attribute:
$dt = Get-Date
Set-MsolUser -UserPrincipalName ernie.carter@druva.com -StsRefreshTokensValidFrom $dt.ToUniversalTime()
Step 5: Verify
Re-run the command to confirm the new value:
$user.StsRefreshTokensValidFrom
You should now see the current UTC time, confirming the update.
Step 6: Reconfigure Microsoft 365 in Druva
Re-integrate Microsoft 365 with inSync by following the instructions in the KB: Configure inSync with Microsoft 365
Summary
Step | Purpose |
Install Azure Tools | Enables attribute configuration via PowerShell |
Set | Fixes token refresh expiration |
Reconfigure Microsoft 365 | Restores Exchange Online backups |
Issue : Outlook backup errors
During Outlook backup via Druva inSync, users may encounter one or more of the following errors in the inSync Client interface or logs:
Outlook Sync completed with errors
Finished backup with errors: Errors observed during Outlook Backup
Outlook Sync failed: can't connect to GUI
The following errors may appear in the inSync Client logs. To know the locations of the logs for a different version on a different platform, click here.
Error 1: OLE error 0x8004011d
Log Output:
Error Opening store failed: (-2147221219,'OLE error 0x8004011d', None, None), skipping
Cause:
This error is typically caused by stale Outlook profiles.
Resolution:
Remove unused or outdated Outlook profiles.
Restart Outlook and initiate a manual backup via inSync Client.
Error 2: OLE error 0x8004010f
Log Output:
[2016-06- 30 10:08:40,572] [ERROR] Error (-2147221233, 'OLE error 0x8004010f',None, None), processing email – ‘Abcpro Rollout'
Cause:
inSync fails to back up emails with corrupted, encrypted, or password-protected attachments.
Resolution:
Identify the affected email and verify if attachments are accessible.
Remove or forward affected attachments to ensure clean backup processing.
Error 3: Outlook is not configured / MAPIInit failed
Log Output:
[2016-04- 05 14:13:37,161] [ERROR] MAPIInit failed with (-2147467259,'Unspecified error', None, None)
[2016-04- 05 14:13:37,161] [ERROR] pstlist got error Outlook is not configured.
(#10000004e)
Cause:
Occurs when Outlook is not set as the default email client.
Resolution:
Open Outlook → Tools > Options > Other tab.
Under General, check "Make Outlook the default program for E-mail, Contacts, and Calendar".
Or use Control Panel:
Go to Control Panel > Default Programs > Set Default Programs
Select Microsoft Outlook
Click Set this program as default
Error 4: OLE error 0x80040600
Log Output:
[2016-03- 20 15:50:24,302] [ERROR] Error (-2147219968, 'OLE error 0x80040600', None, None), processing email - 'FW: abc edf ghi Project - Agenda for today'
[2016-03- 20 15:50:24,302] [ERROR] Error <class 'pywintypes.com_error'>:(-
2147219968, 'OLE error 0x80040600', None, None). Traceback -Traceback (most recent call last):
File "inSyncMAPI\inSyncExtMsgs.pyc", line 291, in syncfolder
File "inSyncMAPI\inSyncExtMsgs.pyc", line 340, in _processmsg
File "inSyncMAPI\inSyncMAPIDrv.pyc", line 871, in getattr
File "inSyncMAPI\inSyncMAPIDrv.pyc", line 504, in getFields
com_error: (-2147219968, 'OLE error 0x80040600', None, None)
Cause:
inSync could not process one or more emails, possibly due to inline attachments or inaccessible content.
Resolution:
Locate and verify the mentioned email.
Ensure email and its attachments can be opened in Outlook.
Remove or move problematic emails to a different folder if necessary.
Error 5: Can't connect to GUI
Log Output:
[2016-02- 11 18:42:55,822] [INFO] Synchronizing ... Outlook Advanced
[2016-02- 11 18:42:55,835] [ERROR] Error <type 'exceptions.Exception'>:can't
connect to GUI. Traceback -Traceback (most recent call last):
File "inSyncLib\inSyncSyncer.pyc", line 3521, in syncmapi
Exception: can't connect to GUI
[2016-02- 11 18:42:55,836] [WARNING] Outlook Sync failed: can't connect to GUI
Cause:
Occurs when Outlook or inSync Client is not properly initialized under the logged-in user’s session.
Resolution:
Ensure the user is logged into Windows and Outlook at the time of the backup.
Confirm that
inSyncUSyncer.exeis running under the same user context as the inSync Client.If Outlook is not open, launch it before triggering a backup.
This information is applicable to all the supported client OS.