Error Message

When searching for an exchange mailbox to do a collection against, the mailbox does not show in the search for selection.  The exchange account definitely exist but cannot be found when configuring a collection task.

When an environment has Exchange servers in multiple domains/sub-domains, an Active Directory Synchronization (ADSync) job may fail to obtain a list of mailboxes for Exchange servers in one more domains.

At the end of the ADSync job, the incomplete list of mailboxes obtained is compared with the display-enabled mailboxes obtained from previous ADSync jobs.  When the display-enabled mailboxes are missing from the list obtained in the current job, those mailboxes are then disabled for display.  Even though subsequent ADSync jobs correctly list those mailboxes, they are never re-enabled for display in the mailbox picker.

At this point in time there is not an option to automatically or manually enable these mailboxes within the user interface.

This issue exists in eDiscovery versions 9.0.x and 9.1.0.  If users email accounts were negatively impacted by this issue and not corrected before Clearwell software upgrades the symptoms of the issue can be seen in newer versions of the product.

A hotfix for on-premise Exchange collection tasks is now available for this issue in version 9.1 of the eDiscovery product. Refer to the link below for the release notes and download information.

Ediscovery Version 9.1 CHF1

There are currently no plans to address this issue for M365 Exchange collection tasks using the Graph API by way of a patch or hotfix in the current or previous versions of the software at the present time. While this issue may be resolved in a future major revision of the software at a later time, it is not currently scheduled for any release.  The issue has been found to be caused by environmental issues.  Please open a support case with on the Veritas Support portal to investigate the cause for v9.5.1 and higher versions of eDiscovery.