Knowledgebase: Office 365
PST Import failure (multiple entries)
Posted by Kieran Ballard, Last modified by Kieran Ballard on 16 December 2020 01:02 PM
When a PST import fails, check the log to find out why.

Look for the error (usually on line 14 of the csv). If the error matches this, it's because the account has been deleted and recreated, so Office365 doesn't know which mailbox to target:

The operation couldn't be performed because 'username@domain.tld' matches multiple entries.

To resolve this we can target the mailbox by ExchangeGuid, rather than address.

If you haven't connected to Exchange Online via Powershell before, do
this first:

Run Powershell as Administrator

Install-Module ExchangeOnlineManagement

Now run these commands (provide admin credentials to office 365 when prompted):

Import-Module ExchangeOnlineManagement
Connect-ExchangeOnline -Credential $UserCredential -ShowProgress $true
get-mailbox username | FL ExchangeGuid
get-mailbox username | -SoftDeletedMailbox | FL ExchangeGuid

Verify that the two ExchangeGuids are different. If the 2nd command doesn't return anything, there's a different issue - not a recently deleted user.
Copy the ExchangeGuid from the 1st command into the Mailbox field of the mapping file and upload the PST using AzCopy as usual.
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