Restore user mailboxes (mailbox recovery) in Exchange Online

What does this guided walkthrough do?

This guided walkthrough is intended to provide the best possible way to recover a user and mailbox in Exchange Online.

Who is it for?

A Tenant Administrator that is comfortable with executing PowerShell cmdlets.

How does it work?

We are going to ask you some specific questions to scope your situation. Then we’ll take you through a series of steps tailored to your scenario.

Estimated time of completion:

30-45 minutes.

Select the current state of the On-Premises user account
If there is no Directory Synchronization in the environment, then the “Managed Account” option should be selected.
If Directory Synchronization is in place, you can search within “Active Directory Users and Computers” to see if the On-Premises account is Present or Deleted.
Select the current state of the On-Premises user account
If there is no Directory Synchronization in the environment, then the “Managed Account” option should be selected.
If Directory Synchronization is in place, you can search within “Active Directory Users and Computers” to see if the On-Premises account is Present or Deleted.
Azure Active Directory User Account Status
Connect to Azure Active Directory PowerShell and verify the Online Account Status:
  1. Install Azure AD Module
  2. Open the Microsoft Online Services Module (shortcut from the desktop)
  3. Run: $cred=Get-Credential.

  4. Run: Connect-MsolService -Credential $cred. This cmdlet connects you to Office 365. 
  5. Run: Get-MSOLUser –UserPrincipalName <UPN>
    Example: UserPrincipalName: user@contoso.com If the user information is returned the user is PRESENT. If the user information is not returned, please proceed to step #6
  6. Run: Get-MSOLUser –UserPrincipalName <UPN> –ReturnDeletedUsers |SELECT-OBJECT
    If the user information is returned, the user is SOFT DELETED.
  7. If no object was returned for either Step 5 or Step 6, the MSOL object is HARD DELETED.
Based on the outcome in the steps above, select one of the following: 
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential

  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user Alias> 
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user Alias>  
     If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential

  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user Alias> 
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user Alias>  
     If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential

  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user Alias> 
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user Alias>  
     If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
AD User Account Deleted, Online Account Present, Online Mailbox Present
Solution: 
Contact Microsoft Support

When an Active Directory User object is deleted from on-premises, the deletion will be synchronized to Azure Active Directory. This synchronization process could take up to three hours. If the deletion has not synchronized yet, there may be an issue with the directory synchronization application.

For additional Directory Synchronization troubleshooting tips, see: https://support.microsoft.com/en-us/kb/2684395


AD User Account Deleted, Azure AD Account Present, Online Mailbox not present
Solution:  
Contact Microsoft Support

Due to the way AAD Connect and the Online Services work, this should not be a possible scenario. Please contact Microsoft Support to get assistance with your issue.
AD Account Deleted, Azure AD Account Present (Soft deleted), Online Mailbox Soft Deleted
Solution:
Restore the AD user and run directory synchronization, which will “soft match” the AD user object and the Azure AD object, including reconnecting the “soft deleted” mailbox.

  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell
  2. Restore the onPremise AD User
  3. Run a Delta Directory Sync
  4. Apply a new exchange online license to the newly created Azure AD object
  5. Use the New-MailboxRestoreRequest to merge the content of the “soft deleted” mailbox to the active mailbox. See an example in the screen capture below:
    Asset not found 
AD User Account Deleted, Azure AD Account Hard Deleted, Online Mailbox Present
Solution: 
Recreate the user andrestore the data from the original mailbox

  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell
  2. Attempt to delete mailbox using by using the Remove-Mailbox cmdlet on the affected mailboxExample: From the Exchange Online PowerShell, run: Remove-Mailbox 
  3. If step 2 fails, skip to step 8
  4. Restore the on-premises AD User
  5. Run a Delta Directory Sync
  6. Apply a new exchange online license to the newly created Azure AD object
  7. Use the New-MailboxRestoreRequest to merge the content of the soft deleted mailbox to the active mailbox. See an example in the screen capture below:
    Asset not found 
AD User Account Deleted, Azure AD Account Hard Deleted, Online Mailbox Not present
Solution:
By Design

This situation is expected behavior if the customer deleted the On-premises object 30+ days ago. The mailbox is not recoverable at this point.
AD User Account Deleted, Azure AD Account Hard Deleted, Online Mailbox Soft Deleted

Solution:

Restore Inactive mailbox and perform a “soft match”

  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell

  2. Connect the Soft Deleted Mailbox to a new Azure AD Account with the steps below:

    1. If the tenant IS NOT using SSO (Single Sign-On), run the cmdlet:
      New-Mailbox -Name "UserName" -InactiveMailbox -MicrosoftOnlineServicesID UserName@contoso.com -Password (ConvertTo-SecureString -String 'Pa$$word1' -AsPlainText –Force)
    2. If the tenant IS using ADFS (Identity Federation), run the cmdlet:
      New-Mailbox -Name "UserName" -InactiveMailbox -MicrosoftOnlineServicesID UserName@contoso.onmicrosoft.com -Password (ConvertTo-SecureString -String 'Pa$$word1' -AsPlainText –Force)

  3. Restore or create a new On-premises AD user. Ensure that the on-premises account’s Primary SMTP Address matches the Primary SMTP Address of the Office 365 object. Change the on-premises object’s address to match if it does not.

  4. Using Azure Active Directory Connect to run a Directory synchronization will “soft match” the On-Premises account with the new Azure AD account.

AD User Account Deleted, Azure AD Account Soft Deleted, Online Mailbox Present
Solution:
If the Account is soft deleted the mailbox should not be present. However, we will take you through the steps to attempt to recreate the user and reconnect them to the original mailbox

To identify duplicates, run the following:
  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell
  2. Run: Get-msoluser -returndeletedusers -userprincipalname user@contoso.com |Select-Object ObjectID
  3. Run: Get-mailbox user@contoso.com |Select-Object ExternalDirectoryObjectID, UserPrincipalName
    •If the Object IDs match from step 2 and 3, then follow continue to step 4
    •If the Objects ID’s do not match from step 2 and 3 please call support
  4. Create a new On-premises AD user and ensure that the on-premises accounts Primary SMTP Address matches the Primary SMTP Address of the Office 365 object.
  5. Ensure the UPN of the AD user object matches what was returned in step 3
  6. Wait three hours for the account to replicate to the Online services
  7. If the Mailbox did not reconnect please call Microsoft Support

AD User Account Deleted, Azure AD Account Soft Deleted, Online Mailbox Not Present
Solution:
Contact Microsoft Support

Due to the way AAD Connect and the Online Services work, this should not be a possible scenario. Please contact Microsoft Support to get assistance with your issue.
AD Account Deleted, Online Account Soft Deleted, Online Mailbox Soft Deleted
Solution:
Restore the On-Premises Account

This best way to address the issue you are facing is to restore the original On-Premises Active Directory User Account. After the restore, the exchange online mailbox will be accessible again.
  1. Restore or create a new On-premises AD user and ensure that the on-premises accounts Primary SMTP Address matches the Primary SMTP Address of the Office 365 object.
  2. Ensure the UPN for the AD user object is the same as it was before the deletion
  3. Wait three hours for the account to replicate to the Online services
  4. If the Mailbox did not reconnect please call Microsoft Support

Azure Active Directory User Account Status
Connect to Azure Active Directory PowerShell and verify the Online Account Status
  1. Install Azure AD Module
  2. Open the Microsoft Online Services Module (shortcut from the desktop)
  3. Run: $cred=Get-Credential

  4. Run: Connect-MsolService -Credential $cred. This cmdlet connects you to Office 365. 
  5. Run: Get-MSOLUser –UserPrincipalName <UPN>
    Example: UserPrincipalName: user@contoso.com
    If the user information is returned the user is PRESENT. If the user information is not returned, please proceed to step #6
  6. Run: Get-MSOLUser –UserPrincipalName <UPN> –ReturnDeletedUsers |SELECT-OBJECT
    If the user information is returned, the user is SOFT DELETED.
  7. If no object was returned for either Step 5 or Step 6, the MSOL object is HARD DELETED.
Based on the outcome in the steps above, select one of the following:
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential
  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user alias>
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user alias>  
    If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential
  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user alias>
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user alias>  
    If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Exchange Online Mailbox Status

To Connect to Exchange Online Remote PowerShell and verify the status of the Exchange OnlineMailbox, follow the instructions below:

  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential
  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user alias>
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user alias>  
    If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Azure AD Account Present, Exchange Online Mailbox Present
Solution:
Service is functioning normally

This is the expected behavior of the Exchange Online Services.
Azure AD Account Present, Exchange Online Mailbox Soft Deleted
Solution:
Follow the steps below to recover the mailbox.
  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell
  2. Run: Get-Mailbox -Softdeletedmailbox user@contoso.com |Select-Object ExternalDirectoryObjectID
  3. Run: Get-Msoluser -ObjectID 
  4. Check if the ExternalDirectoryObjectID values from step 2 and step 3 match.
  5. If they do, soft-delete the Azure AD user by Running Remove-Msoluser -Userprincipalname user@contoso.com
      • Run: $DelUser = Get-MsolUser -UserPrincipalName FSlattery@contoso.com -ReturnDeletedUsers
      • Restore-MsolUser -ObjectId $DelUser.ObjectId
  6. After 5 minutes, restore the Azure AD user using the steps below: 
  7. If the ExternalDirectoryObjectID values from step 2 and step 3 do not match, it means there is a duplicate Azure AD user. Please contact support.
Azure AD Account Present, Exchange Online Mailbox Not present (Purged)
Solution:
This issue is often caused by having an unlicensed user account.
  1. Login to the Office 365 porta at http://portal.office.com and check the user’s license status
  2. Check to see if the user has a valid license. If user doesn’t have a valid license, apply an Exchange Online License.
  3. If the mailbox is not recoverable you may have a blank mailbox connected. While it is unlikely that we can recover your data you can call into support.
Azure AD Account Soft Deleted, Exchange Online Mailbox Present
Solution:
This behavior is by design, if the Azure AD user is deleted, the mailbox associated with it will get to a soft-deleted state. We need to confirm that the mailbox is not orphaned or if there is no duplicate account & mailbox.
  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell
  2. Run: get-mailbox -identity User@contoso.com |Select-Object ExternalDirectoryObjectID
  3. Run: get-msoluser -objectID < specify ExternalDirectoryObjectID from step 2> -returnDeletedUsers |select-object
  4. Confirm that the MSOLUser is returned from step 3 and then, simply restore the deleted MSOL user back to an Active user using the steps below:
    • Run: $DelUser = Get-MsolUser -UserPrincipalName User@contoso.com -ReturnDeletedUsers
      Run: Restore-MsolUser -ObjectId $DelUser.ObjectId 
  5. Login to the mailbox using the UserPrincipalName and verify you are able to access the mailbox.


Online Account Soft Deleted, Online Mailbox Soft Deleted
Solution:
Synchronize the user account to allow the mailbox to automatically reconnect to the user
  1. Using the on-premises Active Directory Users and Computers, move the user to an Organizational Unit that is not filtered in directory synchronization. To determine the type of filtering setup in your organization, follow this article
  2. Force delta synchronization 
  3. After synchronization is complete, confirm that the user is present in Azure AD (through O365 admin center ->Active users). The mailbox will get re-connected to the Azure AD user automatically.
Online Account Soft Deleted, Online Mailbox is not present (Purged)
Solution:
Follow the steps below to review the license status of the user. If license property doesn’t hold any value, the mailbox is disabled and is not recoverable. .
  1. Connect to Azure AD PowerShell
  2. Check License on the object using:
    get-msoluser -userprincipalname user@contoso.com |Select-object Licenses 
  3. If license property doesn’t hold any value, the mailbox is not recoverable.
  4. Using the on-premises Active Directory Users and Computers, move the user to an Organizational Unit that is not filtered in directory synchronization.
    To determine the type of filtering setup in your organization, follow this article
  5. Run a Delta Directory synchronization
  6. Once Azure AD user (MSOL User) has been restored, apply a license to provision new mailbox
Azure AD Account Hard Deleted, Online Mailbox Present
Solution:
Contact Microsoft Support

This scenario should not be possible because of the way Exchange Online Account provisioning in Office 365 works. It would be best to contact Microsoft Support so we can assist in working out the best solution for this issue.
Azure AD Account Hard Deleted, Exchange Online Mailbox Soft Deleted
Solution: 
  1. Connect to Azure AD PowerShell. In the same PowerShell window, connect to Exchange Online remote PowerShell
  2. Next, determine the state of the soft-deleted mailbox.
    Run: Get-mailbox –softdeletedmailbox –identity "<UserPrincipalName of the user>" |select-object IsInactiveMailbox
  3. Based on the value of IsInactiveMailbox, take the appropriate steps:
    If IsInactiveMailbox is True:
    1. Run: Get-Mailbox "<UserPrincipalName of the user>" -softdeletedmailbox| Select Name, DisplayName, MicrosoftOnlineServicesID, ExchangeGuid 
    2.  Run: New-Mailbox -Name "<Name from Step 2>" -inactivemailbox "<ExchangeGuid from Step 2>" -MicrosoftOnlineServicesID "<MicrosoftOnlineServicesID from Step 2>" -Password (ConvertTo-SecureString -String 'Pa##w0rd goes here' -AsPlainText -Force) 
    3.  Using the on-premises Active Directory Users and Computers, move the user to an Organizational Unit that is not filtered in directory synchronization.
      To determine the type of filtering setup in your organization, follow this article . The Azure Active Directory user will soft-match to the on-premises Active Directory user.
    If IsInactiveMailbox is False:
    1. Run: Undo-SoftDeletedMailbox user@contoso.com -WindowsLiveID user@contoso.com -Password (ConvertTo-SecureString -String 'Pa$$word1' -AsPlainText -Force)
    2. Connect to Azure AD PowerShell 
    3. Run: get-msoluser -userprincipalname user@contoso.com
    4. Once you verified that the MSOLUser is returned in the previous step force a delta sync from on-premises Active Directory. It will soft-match to the user in Azure Active Directory.
Azure AD account Hard Deleted, Exchange Online Mailbox not present (Purged)
Solution:
Mailbox might have been completely removed (outside the 30-day retention period) and hence cannot be recovered.
Follow steps below to provision a new mailbox for the affected user:
  1. Force a delta synchronization to sync the on-premises Active Directory user to Azure Active Directory
  2. If in an Exchange Hybrid environment
    1. Provision an Exchange Online mailbox for the user
      Enable-RemoteMailbox "Kim Akers" -RemoteRoutingAddress "kima@contoso.mail.onmicrosoft.com “
    2. Assign an Exchange online license to the user through the Office 365 portal.
  3. If not in an Exchange Hybrid environment, simply assign the Exchange Online License for the user
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential

  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user Alias> 
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user Alias>  
     If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential

  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user Alias> 
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user Alias>  
     If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Exchange Online Mailbox Status
Connect to Exchange Online Remote PowerShell and verify the status of the Exchange Online Mailbox using the instructions below:
  1. Click Start -> All Programs -> Accessories -> Windows PowerShell > Windows PowerShell 
  2. Type $Cred = Get-Credential

  3. Type $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell/ -Credential $Cred -Authentication Basic –AllowRedirection
  4. Type Import-PSSession $Session
  5. Run: Get-Mailbox –Identity <user Alias> 
    If the mailbox is returned, the MAILBOX PRESENT option should be selected. If not, go to step “6”
  6. Run: Get-Mailbox –SoftDeletedMailbox –identity <user Alias>  
     If the mailbox is returned, the MAILBOX SOFT DELETED option should be selected. If not, go to step “7”
  7. If nothing is returned from steps 5 & 6 above, select the MAILBOX NOT PRESENT option.
Online Account Present, Online Mailbox Present
Solution:
Service is functioning normally.

This is the expected behavior of the Exchange Online Services.
Online Account Present, Online Mailbox Soft-Deleted
Solution:
  1. Login to Exchange Online Remote PowerShell
  2. Recover the soft-deleted mailbox using the command below.
    Run: Undo- SoftDeletedMailbox user@contoso.com -WindowsLiveID user@contoso.com -Password (ConvertTo-SecureString -String 'Pa$$word1' -AsPlainText -Force)
    Reference: https://technet.microsoft.com/en-us/library/jj200770(v=exchg.160).aspx
  3. Login to the Office 365 portal and check the user’s license status If user doesn’t have a valid license, please apply the Exchange online license.
Azure AD Account Present, Online Mailbox Not Present
Solution:
The original mailbox is not recoverable. Assign a license to the user to create a new mailbox.
  1. Login to the Office 365 portal as the tenant Administrator
  2. Assign the Exchange Online License for the user.


Azure AD Account soft-deleted, Online Mailbox Present
Solution:
Contact Microsoft Support

Because of the way Exchange Online Account provisioning in Office 365 works, this should not be possible. It would be best to contact Microsoft Support to assist in working out the best solution for this issue

Azure AD account soft-deleted, Exchange Online Mailbox not present
Solution:
Mailbox might have been completely purged (outside the 30-day period) and hence cannot be recovered. Following the steps below will ensure that a new user account and new mailbox is provisioned for the affected user.
  1. Log in to Office 365 portal
  2. Create a new user account for the affected user
  3. Assign the Exchange Online License for the user.



Azure AD Account soft-deleted, Exchange Online Mailbox Soft Deleted
Solution:
Follow steps below to recover the mailbox.
  1. Connect to Azure AD PowerShell
  2. Restore the Azure AD user using the steps below:  
    • Run: $DelUser = Get-MsolUser -UserPrincipalName FSlattery@contoso.com -ReturnDeletedUsers 
    • Restore-MsolUser -ObjectId $DelUser.ObjectId 
  3. Log into Office 365 portal and assign the Exchange Online License for the user.
Azure AD Account Hard Deleted, Online Mailbox Present
Solution:
Contact Microsoft Support

Because of the way Exchange Online Account provisioning in Office 365 works, this should not be possible. It would be best to contact Microsoft Support to assist in working out the best solution for this issue.


Online Account Hard Deleted, Online Mailbox soft-deleted
Solution:
Follow steps below to recover the mailbox.

  1. Connect to Exchange Online remote PowerShell
  2. We need to determine the state of the soft-deleted mailbox.
    Run: Get-mailbox –softdeletedmailbox –identity "<UserPrincipalName of the user>" |select-object IsInactiveMailbox
  3. Based on the value of IsInactiveMailbox, take the appropriate steps:
    If IsInactiveMailbox is True:
    1. Run: Get-Mailbox "<UserPrincipalName of the user>" -softdeletedmailbox| Select Name, DisplayName, MicrosoftOnlineServicesID, ExchangeGuid 
    2. Run: New-Mailbox -Name "<Name from Step 2>" -inactivemailbox "<ExchangeGuid from Step 2>" -MicrosoftOnlineServicesID "<MicrosoftOnlineServicesID from Step 2>" -Password (ConvertTo-SecureString -String 'Pa##w0rd goes here' -AsPlainText -Force) 
    If IsInactiveMailbox is False:
    1. Run: Undo-SoftDeletedMailbox user@contoso.com -WindowsLiveID user@contoso.com -Password (ConvertTo-SecureString -String 'Pa$$word1' -AsPlainText -Force)
    2. Connect to Azure AD PowerShell 
    3. Run: get-msoluser -userprincipalname user@contoso.com
  4. Log into Office 365 portal and assign the Exchange Online License for the user.

Online Account hard deleted, Online Mailbox Not Present
Solution:
Mailbox is not recoverable. Following the steps below will ensure that a new user account and new mailbox is provisioned for the affected user. 
  1. Log in to Office 365 portal
  2. Create a new user account for the affected user
  3. Assign the Exchange Online License for the user.

Congratulations! Your scenario is complete.
We are glad you have resolved your mailbox recovery issue.Please scroll down to provide feedback on this walkthrough.
Additional Resources
Sorry, we couldn’t resolve your issue with this guide, use the resources below to continue troubleshooting. 
Visit the Office 365 Community for self-help support. Do one of the following:
  • Use search to find a solution to your issue.
  • Sign in with your Office 365 admin credentials, and then post a question to the community.
Visit the Contact Office 365 support page for information about how to submit a support service request.

Please scroll down to provide feedback on this walkthrough to help us improve this guide.
Azure Active Directory User Account Status
Connect to Azure Active Directory PowerShell and verify the Online Account Status
  1. Install Azure AD Module
  2. Open the Microsoft Online Services Module (shortcut from the desktop)
  3. Run: $cred=Get-Credential

  4. Run: Connect-MsolService -Credential $cred. This cmdlet connects you to Office 365. 
  5. Run: Get-MSOLUser –UserPrincipalName <UPN>
    Example: UserPrincipalName: user@contoso.com
    If the user information is returned the user is PRESENT. If the user information is not returned, please proceed to step #6
  6. Run: Get-MSOLUser –UserPrincipalName <UPN> –ReturnDeletedUsers |SELECT-OBJECT
    If the user information is returned, the user is SOFT DELETED.
  7. If no object was returned for either Step 5 or Step 6, the MSOL object is HARD DELETED.
Based on the outcome in the steps above, select one of the following:
Propriétés

ID d'article : 20804 - Dernière mise à jour : 30 août 2016 - Révision : 30

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