IC79770: AFTER UPGRADING TO DATA PROTECTION EXCHANGE 6.3.0, INDIVIDUAL MAILBOX RESTORE HANGS OR WITNESSES AN ACN0004E ERROR

APAR status

• Closed as program error.

Error description

• After upgrading the Tivoli Storage Manager for Mail: Data
  Protection for Microsoft Exchange Server software to version
  6.3.0, Mailbox Restore operations initiated via the MMC GUI
  will restore the Storage Group, but hang when doing the actual
  mailbox processing
  .
  If manually running the Data Protection Exchange client, then
  the restore does not hang, but ends with the error message:
    ACN0004E  An unknown error has been detected .
  .
  Performing a trace of the hang shows that there is a time out
  on the TDPMAPI interface:
   11/04/2011 14:51:13.302 [004692] [12096] : MAPIFacade.cpp
     (238): TDPMapi failed to initialize. Timed out waiting...
   11/04/2011 14:51:13.302 [004692] [12096] : MAPIFacade.cpp
     (262): BackEndHandle is 1924
   11/04/2011 14:51:13.302 [004692] [12096] : MAPIFrontEnd.cpp
    (391): Initialize rc = -1
   ...
   11/04/2011 14:51:13.302 [004692] [12096] : errormsg.cpp
    (422): An internal processing error has been detected.c
    An unknown agent return code (-1) has been detected.
  .
  Also, if the TDPMAPI command is run manually:
     TDPMAPI TESTMAPI /TRACEFILE=testmapi.log
  it also fails with the message:
    The program can't start because the MSVCP100.dll is missing
    from your computer.  Try reinstalling the program to fix this
    problem.
  .
  The cause of these problems is that the Exchange 2010 32-bit
  C++ Redistributable package is not installed on the system. This
  is documented as a prerequisite to using Data Protection for
  Microsoft Exchange Server 6.3. This package should have been
  installed automatically as a part of the Data Protection for
  Microsoft Exchange Server 6.3 upgrade process. However, the
  upgrade installation process is not installing this
  prerequisite as intended.
  .
  Initial Impact: Medium
  .
  Additional Keywords: TSM TDP DP FCM
  

Local fix

• Manually install the 32bit C++ restributable package.
  This can be downloaded from the Microsoft website:
    http://www.microsoft.com/download/en/details.aspx?id=8328
  

Problem summary

• ****************************************************************
  * USERS AFFECTED: TSM For Mail: DP For Exchange versions 6.3   *
  *                 running on all Microsoft Windows x64.        *
  ****************************************************************
  * PROBLEM DESCRIPTION: After installation of Data Protection   *
  *                      for Exchange 6.3. (fresh install or     *
  *                      an upgrade from a previous release),    *
  *                      Individual Mailbox Restore hangs or     *
  *                      displays an ACN0004E error message      *
  ****************************************************************
  * RECOMMENDATION: Apply fixing level when available. This      *
  *                 fix is projected to be included in the       *
  *                 6.3.0.2 interim fix level and the 6.3.1      *
  *                 Fix Pack. Note: This information is          *
  *                 subject to change at IBM's discretion.       *
  ****************************************************************
  The Data Protection for Exchange package did not properly
  install "Microsoft Visual C++ 2010 SP1 Redistributable Package
  (x86)"
  

Problem conclusion

• The Data Protection for Exchange install process has been
  updated to eliminate this problem.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  TDP EXCHANGE WI

• Fixed component ID

  5698DPXAP

Applicable component levels

• R63W PSY

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