Transient error FolderHierarchyContainsMultipleRootsTransientException has occurred.

Question

How to resolve my issue? i'm getting this error:

I already check and there is no unusual subfolder or structure from the email like: (Junk, trash, Sent and Inbox)

Transient error FolderHierarchyContainsMultipleRootsTransientException has occurred. The system will retry (281/600).

The Microsoft Exchange Mailbox Replication service 'ME1PR01MB1396.ausprd01.prod.outlook.com' (15.1.947.20 caps:37FFFF) is examining the request.

Connected to target mailbox 'enables.onmicrosoft.com\ba1b66de-65a8-4cba-bb3e-098aaf980dab (Primary)', database 'AUSPR01DG088-db016', Mailbox server 'ME1PR01MB1396.ausprd01.prod.outlook.com' Version 15.1 (Build 947.0).

ICS sync state for request a1a7d93c-576d-4d19-9ce4-b5e20d0886d8 is null.

Connected to source mailbox '******@enables.com.au (IMAP)', database '', Mailbox server 'mail.enables.com.au' Version 0.0 (Build 0.0).

Request processing started.

Thanks,

Tata

Answer 1

Hi Tata,

Since we don't know the type of your IMAP account, please try contacting the email service provider for the URL of web client. Regarding you are using thunderbird client, I understand it is not feasible to export/import the email data via PST file. Given the situation, I'd like to know whether your Office 365 subscription includes the Office ProPlus license. If yes, please install Office suites to your computer by referring to the following steps, and then configure your IMAP account to the Outlook client to export/import the email data.

1. Go to https://portal.office.com/account/# with your Office 365 account.
2. Click My installs > Install Office 2016.

Thanks,

Gary

Answer 2

Hi Gary,

Sorry for late reply i'll proceed now for your suggestion. I'll let know the result.

Thank you,

Tata

Answer 3

Hi Tata,

Have you referred to my reply? Do you need further assistance?

Thanks,

Gary

Answer 4

Hi Gary,

Do you have sample steps or procedures on how to log into the web client using my IMAP acct? maybe this one i'm missing out.

I can't export/import PST file since we are using  thunderbird.

Thank you,

Tata

Answer 5

Hi Tata,

Based on my research and experience, the error message may be caused by that there are some embedded folders within the key folders like Junk, Trash and Sent. This obviously doesn't fit with the IMAP standards and the exchange server couldn't accept it as it was. I understand you checked those key folders. To investigate the issue, please log into the web client using your IMAP account to check if there are embedded folders within the key folders. If yes, please remove the sub-folders out of the key folders and restart the sync process.

Moreover, if the issue still exists, I would recommend you export/import PST file instead. Here are some article for your reference:

https://support.office.com/en-us/article/Export-or-backup-email-contacts-and-calendar-to-an-Outlook-pst-file-14252b52-3075-4e9b-be4e-ff9ef1068f91?ui=en-US&rs=en-US&ad=US

https://support.office.com/en-us/article/Import-email-contacts-and-calendar-from-an-Outlook-pst-file-431a8e9a-f99f-4d5f-ae48-ded54b3440ac?ui=en-US&rs=en-US&ad=US

Thanks,

Gary