Collection task from Office 365 Exchange mailbox with Online Personal Archive fails with MAPI_E_CALL_FAILED

Collection task from Office 365 Exchange mailbox with Online Personal Archive fails with MAPI_E_CALL_FAILED

  • Article ID:100041550
  • Last Published:
  • Product(s):eDiscovery Platform


After installing Veritas eDiscovery version 8.2 CHF7, version 8.3 CHF2 or version 9.x, Office 365 (O365) Exchange mailbox collection tasks fail for users with Online Personal Archive collection enabled.  Collections from O365 Exchange mailboxes without an Online Personal Archive complete successfully.

Error Messages

Job Status Log:

Connection to Office 365 failed with error - Could not open MsgStores.


ERROR [adapter] ( Could not OpenMsgStore for profile:  Store: Error:MAPI_E_CALL_FAILED


On October 31, 2017, Microsoft deprecated support for the RPC/HTTP protocol for connection to Office 365 in favor of MAPI/HTTP.  Updates to the Veritas eDiscovery Platform to utilize this protocol were made in versions 8.2 CHF7, 8.3 CHF2 and 9.0.

The MAPI/HTTP protocol introduced a number of new attributes returned in the response to the Outlook client AutoDiscover POST request.  The MAPI_E_CALL_FAILED error indicates that an Outlook call for a specific attribute is missing or the call itself is incorrectly formed.  In this case,  the missing information is required to access an O365 mailbox's corresponding Personal Online Archive message store..


A patch has been created that provides a property to supply the information missing in the Outlook AutoDiscovery POST response.  Please contact technical support to schedule a support session.  This is necessary to install the patch and determine the correct information to be used in the patch property.

If collection of O365 Online Personal Archives is not required, a property can be set to exclude them from a collection, allowing the mailbox and dumpster portions to complete successfully and be used in Collection Set creation.

In the UI, navigate to System > Support Features > Property Browser
• Name of property to change:
• New value (leave blank to remove): false
• Confirm change:  <check>
• Submit

Veritas Technologies LLC has acknowledged that the abovementioned issue is present in the current version(s) listed under the Product(s) Section of this article. Veritas Technologies LLC is committed to product quality and satisfied customers.

This issue is currently under investigation by Veritas Technologies LLC. Pending the outcome of the investigation, this issue may be resolved by way of a patch or hotfix in current or future revisions of the software. However, this particular issue is not currently scheduled for any release. If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Veritas Sales representative or the Veritas Sales group to discuss these concerns. For information on how to contact Veritas Sales, please see

Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.



JIRA : CFT-744

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