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arcserve-KB : Troubleshooting Exchange Document Level error AE9603 and AW9627 on Exchange 2010

Last Update: 2016-04-12 11:48:10 UTC

CA Arcserve Backup r15, r15 SP1, r16, r16 SP1
Exchange 2010

Error Message:

'AE9603 Agent is not able to enumerate the storage group, database or mailbox'

followed by warning

AW9627 'No item was backed up'

While backup by CA Arcserve Exchange Agent Document Level the above error happens

The error could happen for 'Standalone' Exchange Server or DAG or Clustered systems.


Steps to check before contacting support:

Step 1. Check if the item you have selected is empty (Storage Group or Database). If there is no item available the error is correct and the object should be unselected from backup or you create a dummy item that contain dummy data.

Step 2. Disable SIS Option (Single Instance Storage option) in CA Client Agent Admin -> CA Agent for Exchange Configuration ->Document level tab

This option do not exist in Exchange 2010 but is selected by default installation. Restart the CA Universal Agent Service!

Step 3. Check if it is possible to browse and expand the Exchange document level part from Arcserve Manager ->Backup -> Source tab -> Exchange Organization

If it is not possible Exchange MAPi Collaborative Data Objects are too old or not properly installed or not working properly

Be aware that Exchange Server will not update MAPI C.D.O

3.1 Uninstall CA Arcserve Backup Exchange Agent
3.2 Uninstall MAPI C.D.O
3.3 Restart the server
3.4 Install current MAPI C.D.O belonging to your Operating System and Exchange Server Version
3.5 Install CA Arcserve Backup Exchange Agent again (please follow this order!)

3.6 Search for file MAPISVC.INF file on the server. Check how it have to look like in the attached example

3.7 check that the Exchange Agent user has Exchange Server MAPI Owner role assigned when backing up Public Folders
To assign this role, use the Exchange Management Shell command add-publicfolderclientpermission to grant the user Owner access rights.
For more information on shell command add-publicfolderclientpermission see the following link:

Step 4. If step 3. will not work check the MAPI profile by MAPIMFC tool.


Note: this site is not under CA control and responsibility. Using this tool can help to check bottlenecks with the MAPI Profile only!

Step 5. Arcserve System Account Mailbox may not be hidden on each of these Exchange servers

Step 6. Disable Windows 2008 / R2 User Access Control (a reboot is needed!)

For more information on turning off UAC please see the following link:


Step 7. Add the following details in the Windows hosts file (C:\WINDOWS\system32\drivers\etc\) as mentioned in the below example, both in the backup server and exchange server.

Ipaddress Hostname (Of Exchange server)
Ipaddress FQDN (Of Exchange server)

Ipaddress Hostname (Of Backup server)
Ipaddress FQDN (Of Backup server)

Step 8. Set the following registry key:

Path: 'HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows MessagingSubsystem'
REG_SZ: ProfileDirectory

Value: C:\WINDOWS\Temp (set in Environment variables of the system)

Step 9. Set the following registry key on all Exchange Server that has the Exchange Agent installed:

On each Exchange Server that has Exchange Agent installed:

Open the Registry and navigate to

HKEY_LOCAL_MACHINE\Software\Wow6432Node\ComputerAssociates\CA ARCServe Backup\ExchangeDocumentAgent\Parameters

KeepAliveTimeOut = 0x00004E20 or 20000 decimal
RetryCounter = 0x0000000A or 10 decimal
RetryDelay = 0x000000C8 or 200 decimal
Restart CA Universal Agent Service

Step 10. Check User rights / Permission as described here


Step 11. Check the following technical document and apply it on each Exchange Server:


Note: if you are not sure doing this contact Technical Support http://www.ca.com/us/support/phone.aspx.

Step 12. How to enable the debug for Document level related issues:

  • On each Exchange Server that has Exchange Agent installed:
    Refer to Article ID 4566 to enable debug for Agent For Microsoft Exchange setting debug level to 5.

  • Restart CA Universal Agent Service

Wait for the problem to reoccur and then just send the following:

If all these steps will not work contact technical support for help http://www.ca.com/us/support/phone.aspx.

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