"Your archive appears to be unavailable" error when users try to access a cloud-based archive mailbox in a hybrid deployment

Article translations Article translations
Article ID: 2860302 - View products that this article applies to.
Not sure which release of Microsoft Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
Expand all | Collapse all

PROBLEM

A user experiences the following symptoms in a hybrid deployment of on-premises Microsoft Exchange Server and Microsoft Exchange Online in Office 365:
  • When the user tries to access a cloud-based archive mailbox by using Outlook Web App, the user receives the following error message: 
    Your archive appears to be unavailable. Try to access it again in 10 seconds. If you see this error again, contact your Help Desk.
  • When the user tries to access the cloud-based archive mailbox by using Microsoft Outlook, the archive mailbox may be present in his or her profile. However, the user can't update the archive mailbox.

CAUSE

This issue may occur if the root certificates on the Exchange hybrid server are missing or corrupted. These certificates are used to validate your on-premises Exchange environment.

SOLUTION

To resolve this issue, update the root certificates, and then rerun the Hybrid Configuration Wizard on the hybrid server. To do this, follow these steps.
Be aware that these steps must be completed by an Office 365 administrator. If you are a user who is experiencing this issue, contact your administrator to resolve this issue. 

Step 1: Update the root certificates

To update the root certificates, run Windows Update on the Exchange hybrid server.

For more information about how to update root certificates for a particular version of Windows or about how to use Group Policy to distribute updates, see the following Microsoft Knowledge Base article:
931125 Windows Root Certificate Program members

Step 2: Rerun the Hybrid Configuration Wizard

Rerun the Hybrid Configuration Wizard to update the deployment and resolve the issue. For more information about how to run the Hybrid Configuration Wizard, go to the following Microsoft websites:

MORE INFORMATION

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2860302 - Last Review: July 1, 2013 - Revision: 2.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Exchange Online Archiving
  • Microsoft Exchange Online
Keywords: 
o365 o365a o365e o365m o365062011 o365022013 pre-upgrade after upgrade hybrid KB2860302

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com