DropsuiteNA - Issue backing up user calendars – Incident details

All systems operational

Issue backing up user calendars

Resolved
Degraded performance
Started about 1 month agoLasted 30 days

Affected

Backups

Operational from 7:00 PM to 4:19 PM, Degraded performance from 4:19 PM to 2:04 PM

Updates
  • Resolved
    Resolved
    This incident has been resolved.
  • Update
    Update

    It has been determined that the cause of this issue is specific calendar items for which Microsoft is returning an error when we attempt to retrieve them from user mailboxes. As a temporary work-around, our team has deployed a code change which will skip the problematic items. While this does not resolve the issue, it does allow the rest of the calendar backup to complete.

    Investigation into the failing items is continuing.

  • Identified
    Identified

    We have received reports of customers who are getting errors when backing up individual user calendars. Currently this is affecting a small, but not insignificant number of users.

    Our team has identified an issue where we are receiving a 500 error stating "An internal server error occurred" from Microsoft when retrieving folder data from certain calendars.

    Currently, our engineering team is working on both identifying the root cause of the error as well as updating our logic to skip any failing items without causing the backup as a whole to stall/fail. If you are experiencing this issue or have any questions/concerns, please contact Dropsuite Support (support@dropsuite.com)