Knowledge Base

User Migration Failing:
Error -9330 Autoforward

A stale alternate user reference buried in FaxUtil notification settings causes this failure. It is not visible anywhere in EFM and will block the same user every time until cleared.

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Migration KB-006

User Migration Failing: Error -9330 Autoforward

When migrating RightFax users between servers or mailboxes, error -9330 ("An ID specified for autoforwarding received faxes is incorrect") is one of the more misleading failures you will encounter. Nothing in the Enterprise Fax Manager console surfaces the setting responsible, and the error message gives no indication of where to look. The root cause is a stale or invalid alternate user configured in the notification settings of the source mailbox, and the fix requires going into FaxUtil directly.

Indicators
  • User migration fails with error -9330: An ID specified for autoforwarding received faxes is incorrect
  • Failure occurs consistently for specific users but not others
  • No relevant configuration visible in the EFM admin console for the affected mailbox
  • The affected user's autoforward or routing settings appear normal or disabled in EFM
  • Re-running the migration without changes produces the same error every time
Resolution Steps
01
Open FaxUtil and Navigate to the Affected User's Mailbox Options
The setting responsible is not exposed in Enterprise Fax Manager. You must access it through FaxUtil, the legacy RightFax desktop client. Log in to FaxUtil with admin credentials, navigate to the mailbox for the affected user, and open Mailbox Options. If you are managing multiple affected users, work through each one individually before retrying the migration batch.
02
Go to Notifications and Locate the Alternate User Setting
Within Mailbox Options, open the Notifications tab. Look for the "Notify an Alternate User" option. This setting allows received faxes to trigger a notification to a second user account. Even when this option is toggled off, if the alternate user field contains a reference to a user ID that no longer exists in the system, the migration process will hit error -9330 when it attempts to validate the forwarding configuration during the move. The invalid reference persists silently in the field regardless of whether the notification is enabled or disabled.
03
Enable Alternate User and Set It to a Valid Existing Account
Before the invalid reference can be cleared, you must first enable the alternate user option and point it to a user account that currently exists in the RightFax system. Any valid active user will work. Save the mailbox options with this configuration in place. This step overwrites the orphaned user ID that is causing the migration validator to fail.
04
Disable the Alternate User Setting and Save Again
Once the valid user has been saved, return to the same Notifications settings and disable the alternate user notification. Save again. The field is now clean. The migration validator will no longer find an invalid ID reference when it processes this mailbox.
05
Retry the User Migration
Return to the migration process and retry the affected user. The -9330 error should no longer appear. If multiple users are failing with the same error, repeat the FaxUtil steps for each affected mailbox before re-running the migration batch. It is worth auditing all mailboxes in the source environment for stale alternate user references before the migration begins, rather than discovering them one at a time during the run.
Field Note
This issue appears most often in environments where users were configured years ago and staff turnover has left orphaned references in mailbox settings that were never cleaned up. The alternate user field in FaxUtil persists its value even when the notification is disabled, meaning a deleted or renamed user account can sit in that field undetected for years. It only surfaces when a migration forces a full validation of the mailbox configuration. During any pre-migration audit, checking FaxUtil notification settings for invalid alternate user references should be a standard step for any mailbox that has been active for more than a few years.
User Migration Error -9330 Autoforward FaxUtil Mailbox Options Notifications Alternate User EFM Migration Failure Orphaned Reference
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