Overview

You are experiencing an issue where Archiver is not archiving emails and you noticed that the journal mailbox is continuously increasing in count; no emails are being processed/consumed from O365 journaling mailbox.

You made sure the Mailbox test is passing as per the article: Configuring EWS OAuth Authentication with GFI Archiver 

Although the Mailbox test is successfull, the Event Viewer shows an error:Process There is an error in XML document error message.

Symptoms also include your journaling mailbox reporting error processing email:

Cause

This issue is occurring due to recent changes in the implementation of EWS protocol by Microsoft 365. Thus some emails using the updated implementation (for instance emails generated by Calendar Sharing request), are using unexpected EWS tags, which causes Archiver to be stuck re-processing these emails.

Solution

[Update 1/4/2024]

The Development team released GFI Archiver 15.6 to handle this issue. You can also check the GFI Archiver 15.6 Release notes

[Update 12/26/2023]

The Development team released a new Beta version to get Archiver working: [Beta] GFI Archiver 15.6 Build 20231226

Note that this release is not officially released yet, however preliminary tests showed that the package consistently resolved the issue, with no known issues in the new release. GFI Archiver customers can use and deploy this release while the Development team announces the official public release.

[Update 12/24/2023]

To avoid deleting stuck emails periodically, please consider the following workaround (also recorded here for convenience).
The workaround automatically moves offending emails to another folder, to unblock the processing of the journaling folder:

• Load the webmail view for the journal mailbox on Outlook 365
• Navigate to Settings > Mail > Rules
• Create rule with the following values:
  • Condition dropdown: Message Header includes
  • Condition Value: Content-Class: Sharing
  • Action: "Move to", and select the new folder
    
• To archive the moved emails:
  • Manually import the emails into Archiver: Importing Emails in GFI Archiver
  • Or you can wait for the permanent fix to be released and applied on your environment, then move all items back to the Inbox folder for reprocessing.
• In case you find other emails causing Archiver to be stuck (and the event viewer is still showing the same error: There is an error in XML document), please share the .eml or email header with the Support team for further analysis.
• Note that this rule will not automatically apply to the mails already moved to the inbox folder. If you need to manually run the rule on the Inbox to move already stuck messages, you will need to use Outlook Desktop, to run the same rule created through O365 (or you can create a new one)
  

[Update 12/19/2023]

Microsoft has declared the issue has been resolved, however some customers reported that emails are still not consumed from the Inbox folder.

This is still being investigated on our side, but the following workarounds solved the issue for the affected customers:

• Remove the oldest email(s) in the current journaling folder:
  • A specific email might be causing the consumption of emails to be stuck.
  • Open the journaling mailbox on Outlook 365 and remove the oldest email(s) in the journaling folder (this is usually the Inbox folder)
  • To locate the offending emails, check the oldest 10 emails, and look for any emails having Shared calendars, or attached xml for calendar/resource sharing. 
  • Check if the count in the folder starts decreasing, if it does, this indicates Archiver is consuming emails now.
  • The offending email might have the following subject: "Sharing request: Calendar"

Additional Workarounds if Journaling mailbox is full:

Please review the below general workarounds to avoid losing emails when the Journaling mailbox is filled up:

1. Convert the emails into .eml files and Import the EML files into GFI Archiver
2. Move the emails to a PST and Import the PST into Archiver using the Import Export Tool.
3. Create a 3rd Party external mailbox and add that mailbox as a contact in M365. For more details, please view the following articles for reference:
   • Setting up a 3rd Party Mailbox in Microsoft 365
   • Configuring a New Mail Server to Archive Using External Mailbox
4. Create a new Journal mailbox on 365:
   • Since the current Journal mailbox is being filled up, there is a risk that the mailbox will be saturated, and new journaled emails will be lost.
   • As a workaround, you can monitor the number of items in the mailbox, and when it is close to the maximum, you can create a new mailbox for journaling, and assign it as the new journaling destination on 365.
   • Once the original issue is resolved, you can then configure Archiver to read and process emails from both/all Journal mailboxes.

Summary

This article provides a solution to the issue of GFI Archiver not archiving emails and not consuming emails from the journal mailbox on O365. After applying all steps in the article Configuring EWS OAuth Authentication with GFI Archiver, the solution involves some temporary workarounds, in addition to the permanent solution is Archiver version 15.6.