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M365 Backup - Backup of OneNote Items fails

Y
Userlevel 2

Good morning guys,

I recently noticed that some of our M365 backup jobs (various tenants and various backup VMs) always complete with warnings. We are having this problem for about a week or so.

 

The messages always look like this:

Failed to backup item: /personal/testuser_testdomain_com/Documents/Todo.one, Download request retry timeout exceeded.

 

Has anybody of you noticed similar problems when trying to backup OneNote-Files?

 

Thank you very much

 

best regards

yanni4iwx

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Best answer by MicoolPaul 6 October 2023, 22:34

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50 comments

Mildur
Userlevel 7
Badge +12

Hey guys, everyone who faces this issue should open a support case. We cannot fix something where our support team is not aware about :)
KB1771: How to Create a Veeam Support Case

Please let me know your case number in a DM or here after you have opened the case. Our Support will be able to check the logs and compare them with other cases.

If we find the issue in the logs, we can start developing a fix or make recommendations to solve the issue without a patch. 

 

Best,

Fabian

Product Management Analyst @ Veeam Software
I
Userlevel 1

We still have the same problem with version 7.0.0.4388 P20231015

MicoolPaul
Userlevel 7
Badge +20

Hi, this was fixed in Microsoft 365 7 P20230704 (7.0.0.3968):

https://www.veeam.com/kb4425?ad=in-text-link

Michael Paul - #VeeamLegend | #VeeamVanguard | Veeam Certified Architect | VMware vExpert | https://micoolpaul.com | Twitter: @MicoolPaul | Mastodon: @micoolpaul@masto.nu | Bluesky: @micoolpaul.bsky.social
J
Userlevel 1

We are experiencing the same problem. 7.0.0.4388 did not help.

D

Problem seems to be resolved by Microsoft, today no error message anymore 🙂

D

Hi, this was fixed in Microsoft 365 7 P20230704 (7.0.0.3968):

https://www.veeam.com/kb4425?ad=in-text-link

Not resolved for me after P20231015 (7.0.0.4388) installation

Y
Userlevel 2

Hi, this was fixed in Microsoft 365 7 P20230704 (7.0.0.3968):

https://www.veeam.com/kb4425?ad=in-text-link

Not resolved for me after P20231015 (7.0.0.4388) installation

Unfortunately updating to 7.0.0.4388 did not resolve the issue for us either🙁

J
Userlevel 1

@DSI Astreinte @yanni4iwx @jrgray93 @ict Did any of you open a support case regarding this issue?

Yep I have been working with support on it for weeks without any luck just yet.

R
Userlevel 1

I have a support ticket open with Microsoft so will post here if there’s any info that will help others resolve this.

P

Just to add to the choir, we’re experiencing the same issue on several tenants. Mostly on recycle bins and deleted items, but not only on those.

Sometimes the issues are transient, sometimes they’re persistent.

We’re on 7.0.0.4388 P20231015, and we’ve created a Veeam support request (07032504)

E

We are experiencing the same problem. 7.0.0.4388 did not help.

regnor
Userlevel 7
Badge +14

@tstarkenburg I'm sorry to hear that you didn't have a great experience with your case. Unfortunately some issues need to be addressed on Microsoft's side, so Support might not be able to solve them. But when you're not satisfied with a case, you can always escalate it. Or, if that doesn't help, contact support management: https://www.veeam.com/kb2320

 

Max M. | Systems Engineer @Veeam | VMCE/VMCA | former Legend & Vanguard
I
Userlevel 1

I opened a case today.

MicoolPaul
Userlevel 7
Badge +20

Problem seems to be resolved by Microsoft, today no error message anymore 🙂

Amazing news!

Michael Paul - #VeeamLegend | #VeeamVanguard | Veeam Certified Architect | VMware vExpert | https://micoolpaul.com | Twitter: @MicoolPaul | Mastodon: @micoolpaul@masto.nu | Bluesky: @micoolpaul.bsky.social
Chris.Childerhose
Userlevel 7
Badge +20

What version of VB365 are you using?  Also what is the size of the OneNote file?

This is an older post but similar message which might help - https://forums.veeam.com/veeam-backup-for-microsoft-365-f47/onedrive-backup-t72996.html

 

Chris Childerhose - VMCA2022 | VMCE2023 | Veeam Vanguard 7* | Veeam Legend 3* | vExpert 5* | VCAP-DCV/VCP-DCV | Object First Ace | Cisco Champion | Twitter: @cchilderhose | Blog Site – https://just-virtualization.tech
D

@DSI Astreinte @yanni4iwx @jrgray93 @ict Did any of you open a support case regarding this issue?

I opened a support ticket yes and for the moment response of support is a Microsoft issue or corrupted OneNote page … but we have several users with erreor when backing up about :

/personal/user@domain/Documents/User @ domain/OneNote_RecycleBin/OneNote_DeletedPages.one.

Download request retry timeout exceeded.

Case #06400649

Comment :

Hello,
 
I did some testing on this scenario and I found a way to be able to verify if the files can be downloaded.
 
In the majority of the cases the file is corrupted so you can try to download it but in the last couple of weeks, Microsoft have done some changes to SPO and you can't download OneNote files  anymore, so you can to try to open and download the tabs using this method:
 

1.Navigate to the location where the OneNote is stored:
 
In the O365 Admin center click on Users -> Active usersFind and open the user for which the backup failsClick on OneDriveClick on "Create link to files"Open that link
 
2.In the same folder, create a new folder with this format: Name of the OneNote+2
 
You can just copy the name of the OneNote and add a 2 at the end. EG: "problemItem2"
 
3.Open that folder in the browser
 
4.Edit the path to the folder and remove the 2
 
OneNote file name is test and I created folder test 2.

This will open a tab and the OneNote will be displayed like a document library and not a file, in there you can see the OneNote tabs and other OneNote additional files, in that list you need to find the file called %%%%%%%%%% and try to download it.
 
Those items are downloadable:

After that, please download the file from there and remove it. Reupload the file after that to the same location and start the backup job again.
 
If this fails with the same message, please consider moving the file to another location or add the file to a .rar archive.
 
============================================
 
If the files can't be downloaded this means that the problem is with the source.
 
In this situation, please raise a ticket with Microsoft in regards with this behavior and present them with the results from our previous tests.
 
Another workaround will be to copy each OneNote page to a new section and delete the corrupt one afterwards. After that the download button will work again and the backup will work.

D

Hello together,

 

we had the same error for several customer installation and different files.

I created also Case #06409979

 

Kr

Dieter

Chris.Childerhose
Userlevel 7
Badge +20

Hi, this was fixed in VB365 v7 CP4:

https://www.veeam.com/kb4425?ad=in-text-link

Yes, but remember they pulled CP4 due to some issues so you cannot get it right now.

Chris Childerhose - VMCA2022 | VMCE2023 | Veeam Vanguard 7* | Veeam Legend 3* | vExpert 5* | VCAP-DCV/VCP-DCV | Object First Ace | Cisco Champion | Twitter: @cchilderhose | Blog Site – https://just-virtualization.tech
MicoolPaul
Userlevel 7
Badge +20

Yep I recall, my point is that it’s a known issue so when Microsoft 365 7 P20230704 (7.0.0.3968) is re-released or from what I’m hearing Veeam might skip ahead beyond this version, the fix will be included 🙂 so there’s nothing else we can do until that update is available, other than see if Veeam support can issue a Microsoft 365 7 P20230704 (7.0.0.3968) + hotfix or a hotfix for 7.0.0.3604 P20230512 (aka the currently available latest release)

Michael Paul - #VeeamLegend | #VeeamVanguard | Veeam Certified Architect | VMware vExpert | https://micoolpaul.com | Twitter: @MicoolPaul | Mastodon: @micoolpaul@masto.nu | Bluesky: @micoolpaul.bsky.social
regnor
Userlevel 7
Badge +14

@DSI Astreinte @yanni4iwx @jrgray93 @ict Did any of you open a support case regarding this issue?

Max M. | Systems Engineer @Veeam | VMCE/VMCA | former Legend & Vanguard
PaMik

Hello,

We are experiencing the same problem. Unfortunately updating to 7.0.0.4388 did not resolve the issue.

 

Thank you @DSI Astreinte for sharing! After replacing the corrupted .one-Files our issues were gone.

 

@DSI Astreinte @yanni4iwx @jrgray93 @ict Did any of you open a support case regarding this issue?

I opened a support ticket yes and for the moment response of support is a Microsoft issue or corrupted OneNote page … but we have several users with erreor when backing up about :

/personal/user@domain/Documents/User @ domain/OneNote_RecycleBin/OneNote_DeletedPages.one.

Download request retry timeout exceeded.

Case #06400649

Comment :

Hello,
 
I did some testing on this scenario and I found a way to be able to verify if the files can be downloaded.
 
In the majority of the cases the file is corrupted so you can try to download it but in the last couple of weeks, Microsoft have done some changes to SPO and you can't download OneNote files  anymore, so you can to try to open and download the tabs using this method:
 

1.Navigate to the location where the OneNote is stored:
 
In the O365 Admin center click on Users -> Active usersFind and open the user for which the backup failsClick on OneDriveClick on "Create link to files"Open that link
 
2.In the same folder, create a new folder with this format: Name of the OneNote+2
 
You can just copy the name of the OneNote and add a 2 at the end. EG: "problemItem2"
 
3.Open that folder in the browser
 
4.Edit the path to the folder and remove the 2
 
OneNote file name is test and I created folder test 2.

This will open a tab and the OneNote will be displayed like a document library and not a file, in there you can see the OneNote tabs and other OneNote additional files, in that list you need to find the file called %%%%%%%%%% and try to download it.
 
Those items are downloadable:

After that, please download the file from there and remove it. Reupload the file after that to the same location and start the backup job again.
 
If this fails with the same message, please consider moving the file to another location or add the file to a .rar archive.
 
============================================
 
If the files can't be downloaded this means that the problem is with the source.
 
In this situation, please raise a ticket with Microsoft in regards with this behavior and present them with the results from our previous tests.
 
Another workaround will be to copy each OneNote page to a new section and delete the corrupt one afterwards. After that the download button will work again and the backup will work.

 

I have opened the Veeam support case and received the same answer as above. I have followed this method and I was unable to download the files.

I had to copy each OneNote page to a new section and delete the corrupt one afterwards. After that the download button started working again and the backups finished without warnings.

 

Pamik
Y
Userlevel 2

Thank you very much for your help guys :)

Mildur
Userlevel 7
Badge +12

Thanks “a lot” to Veeam Support - nobody cares:

Hi Laxi

 

Community edition users get support on best effort. This is well documented in our support policy → Veeam Customer Support Policy

4.3. Community, Free and NFR licensed products

We do not provide phone support for Community, Free or NFR licensed products. Email support is provided on a best-effort basis depending on staff availability, but there are no response goals or response guarantees for this service. Access to hot fixes, patches and updates requires an active maintenance contract for at least one deployment of the corresponding product. Users without an active maintenance contract receive fixes by downloading periodic generally available product releases.

Similarly, General Inquiry cases regarding feedback for Veeam websites and services do not have SLA’s or Phone Support.

 

This month we released multiple new product versions and we have first to troubleshoot cases from our licensed users before taking over cases from our free product offerings. I suggest you try again in early 2024 when we expect lower load on our support team from licensed customers.
 

Best,

Fabian

Product Management Analyst @ Veeam Software
L

This month we released multiple new product versions and we have first to troubleshoot cases from our licensed users before taking over cases from our free product offerings. I suggest you try again in early 2024 when we expect lower load on our support team from licensed customers.
 

Best,

Fabian

Hello, I would understand everything. It's just that we licensed the product. When creating the support request, only the free version can be selected as the product.

Mildur
Userlevel 7
Badge +12

@Laxi 

Is it possible that your account is not marked as a case administrator? —> https://www.veeam.com/kb2211

 

Best,

Fabian
 

Product Management Analyst @ Veeam Software

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