Troubleshooting PST Importer Errors

This article lists the general troubleshooting steps if you are encountering problems importing PST files to Office 365 using the PST Importer.

  1. Ensure the PST Importer requirements are met.
    1. Outlook 2010 or higher (fully patched)
    2. .Net Version 2.0 and 3.5
  2. Ensure you have the latest version of the PST Importer
    1. The latest version is 3.21
  3. Ensure the user account you are importing the PST data into has a full mailbox license assigned.  A kiosk licensed user will not work.  You can temporarily assign the user a full mailbox license, and then swap the user back to a kiosk license to perform the import.
  4. Ensure you can manually configure an Outlook profile on the workstation the PST Importer is installed on for the user account being used.  Behind the scenes the PST Importer uses Outlook for some functions.  Manually setting up a profile will confirm that the autodiscover process is working and connectivity to Office 365 is working.
  5. If your autodiscover record points to your on premise Exchange Server, check the Use Direct Discover on the import screen to bypass the Autodiscover process.
  6. If the migration starts and you see messages being processed, but the migration fails after running for some times there are a few things to check
    1. Trying importing the same file again.  If the connection is interrupted the import can sometimes fail, but if you import the exact same PST file it will detect which items have been upload and not create duplicates.
    2. Try unchecking the box on the import screen for Use MAPI and EWS for Upload.  This will force the application to only use Exchange Web Services to do the upload which can be more reliable than using both MAPI and EWS.
  7. Review the log file for the failed import located in c:\users\username\MessageOps\PSTImporter\logs for error codes.  Some common errors have friendly messages which identify the issue and provide instructions on how to resolve.
  8. Search the Kaseya Knowledge Base for error codes which don't have a friendly message associated with them
  9. If the error code is not in the Kaseya Knowledge Base or the steps provided do not resolve the issue, please open a support ticket and attach the log file to it.
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