Article ID: 8104
Reviewed: 2021-02-19

Product Version:
Ahsay Software: 8.1 to 8.x
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, you have two options:

• Option 1 - Delete the corresponding malicious file (recommended), follow the steps provided in this Microsoft Article for instruction on how to delete the infected file.
  
  Try to locate the infected file(s) by referring to the error message(s) in the backup report.



• Option 2 - Exclude the infected file(s) from the backup source.
  
  Refer to the following example errors and steps to locate and exclude the infected file(s).
  
  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:
    
    
    • 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.
      
      
    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:
    
    
    • 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.
      
      
    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).

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