An Exchange 2007 Information Store backup to tape using the Granular Recovery Technology (GRT) option does not show the "DATABASE" selections in the Restore pane

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An Exchange 2007 Information Store backup to tape using the Granular Recovery Technology (GRT) option does not show the "DATABASE" selections in the Restore pane.

Following a successful backup of Exchange 2007 Information Store database to tape using the GRT option, the "DATABASE" selection is missing under the Restore Selections for that backup set. (Figure 1)

Figure 1:


A non-GRT backup to tape/disk or a GRT backup to disk shows the selections correctly.


Error Message

 If debugging is enabled while running the backup job, the following error is reported in the Beremote debug log on the Exchange server:

[9560] 11/06/08 15:00:55 ese command 6 timed out
[9560] 11/06/08 15:00:55 GetMailboxInfo returned 80004005 -> DXBHQ-VEXM-01
[9560] 11/06/08 15:00:55 get mbox info failed hr = 80004005
[9560] 11/06/08 15:01:55 ESE07 process not ready
[9560] 11/06/08 15:01:57 ese command 14 timed out


The above error is seen to occur when the Active Directory for the Exchange server has lots of users created, both mail enabled and non-mail enabled users. Backup Exec runs the following Exchange 2007 PowerShell command on the Exchange server during the GRT backup to tape:

get-User  -ResultSize unlimited

If the command takes longer than 60 seconds to complete, then the above mentioned problem can occur. 


Run GRT backup to disk and then duplicate the backup set to tape.


This issue had been addressed by way of a hotfix for Backup Exec for Windows Servers 12.5. Please refer the Related Documents section for more information about the hotfix.

After applying the hotfix on the Backup Exec server and updating the Remote Agent on the Exchange server, the following steps will have to be followed:

1. Add a DWORD value called MonadRpcTimeout in the Registry on the Backup Exec server and the Exchange server into the following location:

HKLM\Software\Symantec\Backup Exec For Windows\Backup Exec\Engine\Exchange
Set the value to 0

Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

2. To determine what value should the registry setting be set to, run the command   get-User  -ResultSize unlimited    in Exchange 2007 Management Shell console on the Exchange server. Calculate the approximate time it takes for the command to complete and accordingly set the registry value.
3. Restart the Backup Exec Remote Agent service on the Exchange server, and all Backup Exec services on the media server.


The value is a decimal value and has to be specified in seconds (decimal). The default value is 60 seconds and can be increased up to 1 hour = 3600 seconds.


Terms of use for this information are found in Legal Notices.



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