Existing mailbox dissappear

Question

The users email stopped working and i noticed that in admin centre it shows mailbox being prepared and the following error:

Exchange: The execution of cmdlet Enable-Mailbox failed. {"error":{"code":"InternalServerError","message":"Internal server error","innererror":{"message":"Internal server error","type":"Microsoft.Exchange.Admin.OData.Core.ODataServiceException","stacktrace":"","internalexception":{"message":"Unable to retrieve disconnection date of previous archive.","type":"System.InvalidOperationException","stacktrace":"","internalexception":{"message":"Access is denied.","type":"System.UnauthorizedAccessException","stacktrace":"","internalexception":{"message":"Access is denied.","type":"System.Runtime.InteropServices.COMException","stacktrace":""}}}},"******@odata.type":"#Collection(String)","@adminapi.warnings":[]}}.;

Can anybody help?

Answer 1

Hi Tony Lavini

Good day and thank you for contacting us.

We understand that it's not easy to deal with these types of technical issues, especially when it comes to something as essential as your mailbox. The details you've provided point to a more complex issue that might require advanced troubleshooting.

Since the error message points to a problem get-Mailbox cmdt that shows that there is no such mailbox. this may go beyond what can be resolved with basic troubleshooting. it would be useful for the Microsoft backend team (Get support - Microsoft 365 admin | Microsoft Learn) to examine the issue remotely.

Note: If you're an end user, you may need to contact your enterprise organization's Office 365 global administrator to contact a support engineer for further processing.

Important: If any of your organization's Office 365 Business/Enterprise/Education subscriptions are from a federated partner or reseller and the global administrator can't open a service request on your end, you may need to contact the reseller's support provider so that they can help the global administrator open the service request on your end. After that, the Office 365 support team will participate in the service request that was created.

Thank you for your valuable time and cooperation.

Answer 2

Hi Pascaline

I have tried to unassign and re-assign the license but it still gives that error. If i use the Get-Mailbox cmd it states that there is no such mailbox on the tenant.

There was no previous archive on this account, the problem started when i wanted to enable archiving.

Answer 3

Dear Tony Lavini

Good day!

Thank you for posting to the Microsoft Community.

Based on your issue description "Existing mailbox disappear "I understand that a specific user is unable to access their mailbox and sees the message "mailbox being prepared". Despite having a valid Microsoft 365 license assigned, the mailbox has not been provisioned, and the users email stopped working.

Here are some steps you can take to troubleshoot the issue:

1. Ensure that the user has the correct license assigned. Sometimes, even if the license appears valid, it might not be properly assigned. You can try reassigning the license to the user. for reference: Assign or unassign licenses for users in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft Learn
2. : Make sure you have the necessary permissions to run the Enable-Mailbox cmdlet. You need to have the Mail Recipients role assigned.
3. If the mailbox was recently deleted, it might be in a soft-deleted state. You can use the Get-Mailbox -SoftDeletedMailbox cmdlet to check for this.
4. The error mentions an issue with retrieving the disconnection date of the previous archive. Make sure that the previous archive was properly disconnected and that there are no lingering issues.

If the issue persists after trying these steps, we recommend raising a support ticket with Microsoft’s front line support team. the error point to a more complex issue that might require advanced troubleshooting. it may go beyond what can be resolved with basic troubleshooting.

it would be useful for the Microsoft backend team (Get support - Microsoft 365 admin | Microsoft Learn) to examine the issue remotely, and they can run backend diagnostics for the affected mailbox.

Note: If you're an end user, you may need to contact your enterprise organization's Office 365 global administrator to contact a support engineer for further processing.

Important: If any of your organization's Office 365 Business/Enterprise/Education subscriptions are from a federated partner or reseller and the global administrator can't open a service request on your end, you may need to contact the reseller's support provider so that they can help the global administrator open the service request on your end. After that, the Office 365 support team will participate in the service request that was created.

Thank you for your cooperation. stay safe!