"Login Failure: Unknown user or bad password" when attempting to sign into the Enterprise Vault (EV) for Mac tool bar.

Article:TECH198273  |  Created: 2012-10-11  |  Updated: 2013-08-27  |  Article URL http://www.symantec.com/docs/TECH198273
Article Type
Technical Solution


Issue



When attempting to sign into the Enterprise Vault (EV) for Mac tool bar users receive "Login Failure: Unknown user or bad password". This issue will occur when using Outlook 2011 or Entourage 2008 EWS and and an Exchange 2007 environment with separate Client Access Server (CAS) and Mailbox Server (MBX) roles.

Users are not able to perform any tool bar driven actions such as Store, Restore etc.


Error



From the client machine users will receive "Login Failure: Unknown user or bad password" via a pop up warning.

The EnterpriseVault.log (client log) will show the following:

 Request URL
https://casserver.symantec.com/EWS/Exchange.asmx
2012-08-01 20:57:54 +0000 :
 Request Headers
{
    "Content-Length" = 819;
    "Content-Type" = "text/xml; charset=utf-8";
    Cookie = "sessionid=934a45c8-3d9a-4919-ba84-046608b39ea7; cadata=\"05snM8n/UupCp64KBCleKR+oRh21HO+H4s1Yx7YPlKP9eI1G8cJhYhx3/Hxp+yIXOk0QYyvCusasRaVz1sP4uLA==\"";
    Depth = 0;
    Host = "casserver.symantec.com";
    Soapaction = "http://schemas.microsoft.com/exchange/services/2006/messages/FindItem";
    "User-Agent" = EVClient;
}
2012-08-01 20:58:49 +0000 : Entering - [BackgroundActionThread registerMailClients]
2012-08-01 20:58:49 +0000 : Getting mailbox details from MailClient for mail client registration
2012-08-01 20:58:49 +0000 : Exiting - [BackgroundActionThread registerMailClients]
2012-08-01 20:58:57 +0000 : Entering - [BackgroundActionThread receiveNotification]
2012-08-01 20:58:57 +0000 : Exiting - [BackgroundActionThread receiveNotification]
2012-08-01 20:58:57 +0000 : Entering - [BackgroundActionThread handleMachMessage]
2012-08-01 20:58:57 +0000 : Recieved Client Registration Notification
2012-08-01 20:58:57 +0000 : Entering - [BackgroundActionThread performClientRegistrationAction]
2012-08-01 20:58:57 +0000 : User credentials are not available for the user "Joe.User", client registration will not happen at this time
2012-08-01 20:58:57 +0000 : Exiting - [BackgroundActionThread performClientRegistrationAction]
2012-08-01 20:58:57 +0000 : Exiting - [BackgroundActionThread handleMachMessage]
2012-08-01 21:00:00 +0000 : Exiting - [Http performRequest:]
2012-08-01 21:00:00 +0000 : Status Code = 500

Then the client log will show the following:

2012-08-01 21:00:00 +0000 : Exiting desktop setting from Exchange 2010
2012-08-01 21:00:00 +0000 : Entering desktop setting for Exchange 2007

Then the client log will show the following:

 Request URL
https://casserver.symantec.com/exchange/Joe.User@Symantec.com
2012-08-01 21:00:01 +0000 :
 Request Headers
{
    Authorization = "Basic SGFpLk5ndXllbjpCM2xrMW5xMjIwMTI=";
    "Content-Length" = 122;
    "Content-Type" = "text/xml; charset=utf-8";
    Cookie = "sessionid=934a45c8-3d9a-4919-ba84-046608b39ea7; cadata=\"05snM8n/UupCp64KBCleKR+oRh21HO+H4s1Yx7YPlKP9eI1G8cJhYhx3/Hxp+yIXOk0QYyvCusasRaVz1sP4uLA==\"";
    Depth = 0;
    Host = "casserver.symantec.com";
    "User-Agent" = EVClient;
}
2012-08-01 21:00:01 +0000 : Exiting - [Http performRequest:]
2012-08-01 21:00:01 +0000 : failed Authentication...
2012-08-01 21:00:01 +0000 : Status Code = 401

...

and later in the log:

</style>
 </head>
  <body>
   <div id="header">
     <h1>Server Error</h1>
      </div>
        <div id="content">
          <div class="content-container">
            <fieldset>
              <h2>401 - Unauthorized: Access is denied due to invalid credentials.</h2>
              <h3>You do not have permission to view this directory or page using the credentials that you supplied.</h3>
                </fieldset>
           </div>
        </div>
    </body>
</html>

The IIS log of the CAS server might contain the following: 

2012-08-01 21:00:01 <CAS IP> PROPFIND /exchange/joe.user@symantec.com - 443 - <MAC client IP> EVClient 401 2 5
2012-08-01 21:00:01 <CAS IP> PROPFIND /exchange/joe.user@symantec.com - 443 joe.user EVClient <MAC client IP> 401 1 1326


Environment



Mail Clients:

Outlook for MAC 2011 SP1
Entourage 2008 EWS

Server:

Exchange 2007 sp1 with Update Rollup 4 or later
Client Access Server (CAS) and Mailbox Server (MBX) on different servers
 


Cause



It is important to note that this issue is specific to Exchange 2007.

The login process goes from the Exchange 2010 code path to the Exchange 2007 code path as evidenced by the following log entry:

2012-08-01 21:00:00 +0000 : Exiting desktop setting from Exchange 2010
2012-08-01 21:00:00 +0000 : Entering desktop setting for Exchange 2007

It may be expected that the login process will attempt to make an EWS call for Exchange 2007 as EWS is available in Exchange 2007. However, the login process instead makes a webdav call. Skipping an attempt to sign into EWS in the Exchange 2007 code path is expected behavior as it is by design. This is because the EWS protocol which was introduced in Exchange 2007 has a limitation whereby it does not allow traversal of the associated contents of the folder. As a result we are unable to retrieve the Desktop Settings using EWS, therefore we fallback and use the WEBDAV protocol
to perform the traversal. 

This expected behavior is evidenced by the following log entry:

Request URL
https://casserver.symantec.com/exchange/Joe.User@Symantec.com

If webdav is enabled and working correctly the end user will never experience this issue. The process will login using webdav. This issue manifests itself in Exchange 2007 environments where webdav is disabled or not properly  configured.

The issue in the technote deals explicitly with the Exchange 2007 with webdav enabled.


Solution



The (EV) for Mac toolbar on Exchange 2007 does not support EWS. Therefore it is required that WebDav is enabled and functioning properly on Exchange 2007 in order to successfully log into the (EV) for Mac Toolbar. If EWS support is required for the (EV) for Mac Tool bar then it will become necessary to upgrade to Exchange 2010.

 

 


Supplemental Materials

SourceETrack
Value2911771
Description

 A login failure occurs when attempting to sign into the EV for Mac tool bar on Outlook 2011



Article URL http://www.symantec.com/docs/TECH198273


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