Forum Discussion
Is the Archive mailbox self-help diagnostic working for anyone?
Just curious: is the archive mailbox self-help diagnostic at https://aka.ms/PillarArchiveMailbox working for anyone?
When I run it, instead of getting results about the user whose UPN I entered, I get this:
The following issues were found with your archive mailbox.
- No account was found for [The UPN of my admin account]. Make sure you've entered the correct email address or create a new account with that name. For more information, see Add users to Office 365.
I tried opening a ticket with Microsoft Support, but they refused to work on it without requiring me to do all the legwork of gathering logs and HAR traces and who knows what else, despite the fact that the support agent was able to replicate the exact same issue in his lab.
Great news, everyone — the archive mailbox self-help diagnostic has finally been fixed.
After the tech refused to work on the ticket, I told him to close it. Of course, he did that thing they do when they know the customer will leave negative feedback, which is to leave it open for a while, hoping you'll forget to leave feedback when they eventually close it much later.
I've gotten wise to this trick, so I know to send a follow-up email after a few days, demanding that the tech close the ticket immediately so I can leave my feedback. Lo and behold, I got a reply from a different tech a few days later advising that the case had been escalated to the product team.
That was on April 30. Over the following weeks, I got a few emails from an Operations Manager and a Technical Lead letting me know that they were working with the Product Team. Finally, on June 5, I was told the feature had been "temporarily removed" and that "Instead, the portal now provides AI-driven recommendations along with relevant Microsoft documentation for guidance on the associated functionality" (?!)
Sure enough, when I tried to use the diagnostic again, instead of the bogus "No account was found" message, I just got... nothing. A blank panel. No error message, no explanation.
I replied to express my incredulity that this was the intended user experience. Then, on June 16, I got a message from a different Technical Lead saying that all the self-help diagnostics were being discontinued completely.
I replied to that message asking for a link to the Message Center post announcing this deprecation, and for an explanation as to why the documentation hadn't been updated to reflect this change.
Finally, on July 10, I got an email from a Senior Technical Advisor saying that the self-help diagnostics weren't being retired after all and that the archive mailbox self-help diagnostic had been fixed.
Folks, this is Microsoft in 2026.
3 Replies
Great news, everyone — the archive mailbox self-help diagnostic has finally been fixed.
After the tech refused to work on the ticket, I told him to close it. Of course, he did that thing they do when they know the customer will leave negative feedback, which is to leave it open for a while, hoping you'll forget to leave feedback when they eventually close it much later.
I've gotten wise to this trick, so I know to send a follow-up email after a few days, demanding that the tech close the ticket immediately so I can leave my feedback. Lo and behold, I got a reply from a different tech a few days later advising that the case had been escalated to the product team.
That was on April 30. Over the following weeks, I got a few emails from an Operations Manager and a Technical Lead letting me know that they were working with the Product Team. Finally, on June 5, I was told the feature had been "temporarily removed" and that "Instead, the portal now provides AI-driven recommendations along with relevant Microsoft documentation for guidance on the associated functionality" (?!)
Sure enough, when I tried to use the diagnostic again, instead of the bogus "No account was found" message, I just got... nothing. A blank panel. No error message, no explanation.
I replied to express my incredulity that this was the intended user experience. Then, on June 16, I got a message from a different Technical Lead saying that all the self-help diagnostics were being discontinued completely.
I replied to that message asking for a link to the Message Center post announcing this deprecation, and for an explanation as to why the documentation hadn't been updated to reflect this change.
Finally, on July 10, I got an email from a Senior Technical Advisor saying that the self-help diagnostics weren't being retired after all and that the archive mailbox self-help diagnostic had been fixed.
Folks, this is Microsoft in 2026.
Same experience here. I've pinged some folks on it, will let you know if I hear back.
It’s not working properly right now.
The diagnostic at "archive mailbox self-help diagnostic" appears to have a bug where it ignores the UPN you enter and instead tries to validate the currently logged‑in admin account, resulting in the “No account was found” error.
The issue occurs at the account identification stage, before the actual diagnostic logic even starts.
I couldn’t find any official KB article or supported workaround for this. At the moment, the only viable option is manual troubleshooting via EAC and/or PowerShell.
