Error Message

From: Sender@veritas.com
Sent: < Date / Time >
To: admintest@arctera.com;
Subject: Active Directory Synchronization failure(s)

Hello Administrator,

This is an auto-generated email to notify you that Active Directory Synchronization encountered 3 failure(s) while it was processing some User(s) from your company. Following is the list of failed User(s):

demoaccount@democloud.com
JohnDoe@democloud.com
12345@democloud.com

Please try to run the synchronization process again. If the problem persists, please contact your client services representative

For Cloudlink synchronizations:

1. Logon to Exchange Server with Exchange Powershell Access
2. Use this command to glean mailbox GUID (Edit Primary SMTP Address):

get-mailbox Test123@arctera.com |fl name,GUID

3. Should return

Name: Test123@arctera.com

GUID: 7f858372-fe69-4a2b-917f-1e1055720033

4. Copy the GUID and store in a Notepad document for safekeeping.
5. Repeat for any other users who's sync has failed.

For O365 Synchronizations:

1. Install and import the Exchange Online Management module (if not already installed)
2. Open PowerShell as an administrator and run the following commands.  

Install-Module -Name ExchangeOnlineManagement -Force
Import-Module ExchangeOnlineManagement

2. Connect to your O365 Exchange Online organization by running the command:

Connect-ExchangeOnline

4. Sign in with your O365 administrator account when prompted.
5. Retrieve the user's GUID by using the Get-Mailbox command

Get-Mailbox -Identity "john.doe@contoso.com" | Select-Object Name, Guid

5. Copy the GUID and store in a Notepad document for safekeeping.
6. Repeat for any other users who's sync has failed. If all users fail use the following command to create a CSV file containing all users' GUID

Get-Mailbox -ResultSize Unlimited | select PrimarySMTPAddress,GUID | Export-CSV C:\O365userguids.csv -NoTypeInformation

Once the GUIDs have been gathered, open a case with Arctera support.  In the body of the update request, please include the users full primary SMTP address and GUID, or the CSV file to be updated

For issues where the email address is already in use, follow these steps:

If there are only a small number of accounts to modify, the changes may be made directly in the Arctera Administration portal.

Before changes can be made in the Arctera Administration portal, ensure the environment is configured to Manage account provisioning using the console application.

1. On the left hand side of the Arctera Administration portal click User Management

2. Select the radio button Manage account provisioning using the console application.

1. Click Save
2. Click Account Management
3. Search for the email address that was listed in the notification email

4. Click the user account, in the list, to open it for editing, then click Edit
5. Modify or remove the email address/alias, so that it can be added to the new user.
6. Click Save, once the updates are complete.

NOTE:

Be sure to update Active Directory (AD), as well. Failure to do so, will cause the error will return, with the next synchronization, if the email address being updated/removed, is still listed in AD, on this same account.

If the account no loner needs to be synchronized, they should be removed from the Sync Jobs/Tasks to resolve this issue.

If the email address cannot be found, in the Arctera Administration portal, this is an indication the account or one of its aliases has been deactivated.

To modify a deactivated account or alias, please open a case with Support.