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Troubleshooting: PST Import Errors

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

  1. Ensure the Exchange Migrator prerequisites are met
  2. Ensure you have the latest version of the Exchange Migrator
  3. Ensure the admin account specified is a global administrator in Office 365 with a full mailbox license assigned.  A kiosk licensed admin account will not work.
  4. 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.
  5. Ensure you can manually configure an Outlook profile on the workstation the Exchange Migrator is installed on for the admin account being used.  Behind the scenes the Exchange Migrator 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.
  6. 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.  If it still doesn't work, you may have to create a dedicated import account in Office 365 whose sign in name and primary email address is the @domain.onmicrosoft.com domain associated with your account.  The autodiscover record for this domain will always point to Office 365.  This is often times necessary if you are running in a hybrid configuration.
  7. 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. Ensure that you are only running 1 instance of the Exchange Migrator per workstation and Office 365 Admin account.  Running multiple instances of the Exchange Migrator on a system is not supported.  If running multiple instances on different machines, ensure each is configured with a unique Office 365 Admin account to reduce throttling errors.
    3. 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.
    4. Attempt to run ScanPst.exe against the PST file to see if it fixes any bugs.  This can often times help if the PST came from other sources.
  8. Review the log file for the failed import located in c:\users\username\MessageOps\ExchangeMigrator\logs for error codes.  Some common errors have friendly messages which identify the issue and provide instructions on how to resolve.
  9. Search the Kaseya Knowledge Base for error codes which don't have a friendly message associated with them
  10. 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 attached the log files to it.
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