Article ID: 8104
Reviewed: 19/02/2021

Product Version:
Ahsay Software: 8.1 or above
OS: Windows

When performing an Office 365 backup, the following error message is received in the backup report:

The message suggests that AhsayOBM / ACB cannot retrieve the corresponding file(s) during the backup. Note that the error is actually returned by Microsoft, suggesting that the file(s) is infected by virus.

To resolve the issue, delete the corresponding malicious file (recommended), refer to this Microsoft Article for instruction on how to delete the infected file.

Alternatively, you can also exclude / un-select the infected file from the backup source. Refer to the Additional Information section for more details.

To locate the corresponding file in the error message(s), refer to the following examples and steps.

Example error messages:

• Error on SharePoint - Root site
  
  

  No.	Type	Timestamp	Log
  *	...	...	...
  *	erro	YYYY/MM/DD hh:mm:ss	[New File] File="Office 365/Site Collections/companyname.sharepoint.com/All Files/Shared Documents/ files/virus_folder/virus.zip" Error="The virus scanner discovered an issue while scanning the file. Please try opening the file directly from the browser, or contact your administrator. Additional information: 'virus_type' 500 Internal Server Error ...
  *	...	...	...

  Error on SharePoint - Other sites
  
  

  No.	Type	Timestamp	Log
  *	...	...	...
  *	erro	YYYY/MM/DD hh:mm:ss	[New File] File="Office 365/Site Collections/companyname.sharepoint.com/sites/Shared/All Files/Shared Documents/files/virus_folder/virus.zip" Error="The virus scanner discovered an issue while scanning the file. Please try opening the file directly from the browser, or contact your administrator. Additional information: 'virus_type' 500 Internal Server Error ...
  *	...	...	...

  For both error on SharePoint root site and other sites:
  
  
  1. Exclude the corresponding file from the backup source.
     
     
     • Login to the AhsayCBS web console / backup client interface.
     
     
     • Go to the setting of the affected backup set, Source, then "I would like to choose the items to backup".
       
       AhsayCBS web console
       
       
       AhsayOBM user interface
       
     
     
     • (For AhsayCBS web console only) In top-right corner, choose "Explorer" on the View drop-down menu if the File Explorer is not displayed.
       
       
     
     
     • Root site - Under Office 365, expand Site Collections > companyname.sharepoint.com > List and Libraries > Documents > files.
     
     
     • Other site - Under Office 365, expand Site Collections > companyname.sharepoint.com/sites/Shared > List and Libraries > Documents > files.
     
     
     • Expand the "virus_folder" folder.
     
     
     • Un-select the "virus.zip" file (click Show items if not displayed).
     
     
     • Click OK, then Save afterward.
     
     
  2. Ask the O365 administrator / user to delete the virus.zip file from the site > files > virus_folder.
  
  Important: The steps above refers to the example error messages provided. Refer to the error message(s) displayed in your backup report to locate the affected file(s).



• Error on OneDrive
  
  

  No.	Type	Timestamp	Log
  *	...	...	...
  *	erro	YYYY/MM/DD hh:mm:ss	[New File] File="Office 365/Site Collections/companyname-my.sharepoint.com/personal/user_company name_com/All Files/Documents/files/virus_folder/virus.zip" Error="The virus scanner discovered an issue while scanning the file. Please try opening the file directly from the browser, or contact your administrator. Additional information: 'virus_type' 500 Internal Server Error ...
  *	...	...	...

  For error on OneDrive:
  
  
  1. Exclude the corresponding file from the backup source.
     
     
     • Login to the AhsayCBS web console / backup client interface.
     
     
     • Go to the setting of the affected backup set, Source, then "I would like to choose the items to backup".
       
       AhsayCBS web console
       
       
       AhsayOBM user interface
       
     
     
     • (For AhsayCBS web console only) In top-right corner, choose "Explorer" on the View drop-down menu if the File Explorer is not displayed.
       
       
     
     
     • Under Office 365, expand User > user@companyname.com > OneDrive.
     
     
     • Expand the "virus_folder" folder.
     
     
     • Un-select the "virus.zip" file (click Show items if not displayed).
     
     
     • Click OK, then Save afterward.
     
     
  2. Ask the O365 administrator / user to delete the virus.zip file from user@companyname.com's OneDrive > files > virus_folder.
  
  Important: The steps above refers to the example error messages provided. Refer to the error message(s) displayed in your backup report to locate the affected file(s).