Installer shows error message "failed to verify SMSMSE user has mailbox" when Exchange Powershell registry entries are missisng

Article:TECH141794  |  Created: 2010-10-13  |  Updated: 2014-02-12  |  Article URL
Article Type
Technical Solution


SMSMSE installer is run.  The Service Account information dialog box is displayed.  The SMSMSE service account username and password is entered.  After Next is clicked a dialog box displays the following error messasge:

Failed to verify SMSMSE user has mailbox

After clicking OK the installer stops and does not install SMSMSE.


  • Service account user has an Exchange Mailbox

Perform the following steps to check this condition:

1. Start the Exchange Management Shell.  Click on Start|All Programs|Microsoft Exchange Server 2010|Exchange Management Shell.

2. Enter the following command to get the mailbox 



Get-Mailbox <service account name> 


For example here is the command to get the mailbox for the service account Administrator: 



Get-Mailbox administrator



                               Here is the output from the command:   



Name                      Alias                ServerName       ProhibitSendQuota
----                     -----                 ----------       -----------------
Administrator          Administrator            2k8r2               unlimited  



  3. If the command succeeds then this condition is met.

  • The SMSMSE installer log SMSMSE65_Setup.log shows the following error message:  



"ExecMonadCmdLet.exe" "C:\Program Files\Microsoft\Exchange Server\V14\bin\exshell.psc1" .\CheckMailBox.ps1 \""symantec\administrator""
fnCheckMailbox: Process Execution  Failed, exit code : 100



 See the following KB on obtaining an installer log: Obtaining detailed installation logging for the installed Symantec Mail Security for Microsoft Exchange product.

  • Exchange Management PowerShell tools are not installed.

If the registry folder HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\PowerShell\1\PowerShellSnapIns\Microsoft.Exchange.Management.PowerShell.E2010 is not present then this condition is met.


The registry entries for the Microsoft Management Tools PowerShell snap-ins are missing.

The SMSMSE installer uses the PowerShell snap-ins.  When the tools are not installed the installer cannot verify that the service account user has an Exchange mailbox.  The installer then stops.



Work with Microsoft to get the registry entries installed onto the Exchange server.


This workaround has been determined through a support case with Microsoft.  Symantec makes no representations that this workaround applies in all situations.

The workaround involves inserting the registry entries manually.

1. Download the attachment:  Extract the files from the archive.

2. The installation path configured in the .reg files is C:\Program Files\Microsoft\Exchange Server\V14\bin.  If the installation path of the Exchange Server binaries is different then open each file in an editor and perform the following steps.

a. Replace each instance of C:\\Program Files\\Microsoft\\Exchange Server\\V14\\bin with the appropriate path for the Exchange Server binaries.  Ensure that each directory separator includes two backslash character separators.

b. Save the files and exit the editor.

3. Insert the new registry entries on the Exchange Server by double clicking on each .reg file.

4. Log off the Exchange server and log back in.

Technical Information

  • Microsoft Information

The missing registry entries have been reported to Microsoft.  Customers have seen this situation when Microsoft Exchange 2010 is installed then SP1 is installed over the existing Exchange 2010 installation.   

  • The registry script adds the following entries to the registry:

Under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\PowerShell\1\PowerShellSnapIns\Microsoft.Exchange.Management.PowerShell.E2010:






C:\Program Files\Microsoft\Exchange Server\V14\bin


 Microsoft.Exchange.PowerShell.Configuration, Version=, Culture=neutral, PublicKeyToken=31bf3856ad364e35


 Admin Tasks for the Exchange Server

 ModuleName  C:\\Program Files\Microsoft\Exchange Server\V14\bin\Microsoft.Exchange.PowerShell.Configuration.dll
PowerShellVersion 1.0
Vendor Microsoft Corporation

Under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\PowerShell\1\PowerShellSnapIns\Microsoft.Exchange.Management.Powershell.Support:






C:\Program Files\Microsoft\Exchange Server\V14\bin


 Microsoft.Exchange.Management.Powershell.Support, Version=, Culture=neutral, PublicKeyToken=31bf3856ad364e35


 Support Tasks for the Exchange Server

 ModuleName  C:\\Program Files\Microsoft\Exchange Server\V14\bin\Microsoft.Exchange.Management.Powershell.Support.dll
PowerShellVersion 1.0
Vendor Microsoft Corporation




Powershell registry files (1 kBytes)

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