Troubleshooting Exchange connectivity issues with Enterprise Vault (EV)

Article:TECH35774  |  Created: 2010-01-22  |  Updated: 2014-09-08  |  Article URL http://www.symantec.com/docs/TECH35774
Article Type
Technical Solution


Issue



Troubleshooting Exchange connectivity issues with Enterprise Vault (EV)


Cause



Enterprise Vault makes connections to Exchange when it performs the following operations:
  1. Enabling and disabling mailboxes
     
  2. Archiving items from user mailboxes, journal mailboxes, or public folders
     
  3. Restoring items to mailboxes or public folders
     

This technote provides a guide to the various Exchange connectivity issues and their resolutions.

Connectivity issues sometimes occur when Enterprise Vault is initially set up. If there are issues with the operations listed above, check the application event log on the server. It is possible to tell if the issue is related to Messaging Application Programming Interface (MAPI) by looking at the error description. If it begins with 0x8004 then the issue is a MAPI-related connection issue.

The most common issues are:

  1. Outlook not fully initialized.
     
  2. MAPI not configured correctly
     
  3. EV System Mailbox logon issues
     
  4. PST Migration failing to put shortcuts into mailbox
     

The most common MAPI error codes logged are: 

Error Code
Log Information
8004010F mapi_e_not_found
80040111 mapi_e_login_failed
8004011C mapi_e_unconfigured
8004011D mapi_e_failoneprovider
80040700 mapi_e_ambiguous_recip
80004005 mapi_e_call_failed


To understand most of the error codes that can be returned by MAPI, refer to the Microsoft Web site given below:

List of Extended MAPI numeric result codes
http://support.microsoft.com/default.aspx?scid=KB;EN-US;Q238119


Solution



Follow these steps to troubleshoot Exchange connectivity issues with Enterprise Vault
 

  • Check that Outlook is the default E-mail client

    Start Internet Explorer and from the Tools menu, select Internet Options | Programs and check that E-Mail is set to Microsoft Outlook.
     
  • Check that Collaborative Data Objects (CDO) is installed

    Note: for Outlook 2007 users, skip this step.

    Collaborative Data Objects (CDO) is part of Outlook and is a pre-requisite for EV servers, so check that it has been installed on the system. CDO. If not, install it, then reboot the server and try again.  This is not installed by default, a custom install of Outlook is required.
      
  • Fix an out-of-step version of mapisvc.inf

    A system may have more than one version of a file called mapisvc.inf.  In such cases, the wrong version can be used by MAPI, leading to connection issues. On the EV server, search the system disk for the file MAPISVC.INF. It is often found in the following locations:

    \Program Files\Common Files\System\MSMAPI\1033
    \Windows\system32

    If there is only one copy of the file, continue with the Outlook utility fixmapi.exe described below.

    If there are two copies of the file,  copy mapisvc.inf from one location to the other so that both versions are identical. Typically, one version of the file is a little larger than the other. Copy the larger version of the file on top of the smaller version, for example, copy mapisvc.inf from C:\Program Files\Common Files\System\MSMAPI\1033 to C:\Windows\system32.
       
  • Run the Outlook utility fixmapi.exe

    As part of the Outlook installation, it installs a utility called fixmapi.exe.  Usually it's found in C:\Windows\system32. To run this utility, simply double-click on it.

    Note:
     This utility runs very quickly and does not display any output.

    After completing the above steps, the server needs to be rebooted in order to allow the changes to take effect.
       
  • Log in to the EV system mailbox

    When EV connects to an Exchange server, it connects to a particular mailbox on that server. When you configure an EV service or task to use an Exchange server, the configuration process automatically creates a mailbox for that service. It typically has the name "Enterprise Vault System Mailbox for <Exchange server>."

    In certain cases, there could be problems connecting to this mailbox, for example:

    a. Outlook has not been fully initialized.
    b. The mailbox has not been fully created.
    c. The mailbox has been set to hidden.
    d. There is a mailbox of a similar name causing ambiguity.

    The following two sections can help to resolve these issues.
     
  • Create an Outlook profile and specify EnterpriseVault-<server> as the mailbox

    Logging into the mailbox completes the Outlook initialization. If logging into the mailbox is successful and there is no prompt with a list of mailboxes , go on to the next section.

    If there is a prompt with a list of mailboxes to connect to when logging in, then it is likely that the problem is due to ambiguous mailbox names. If the mailbox does not exist, it may not have been created or there may be a delay in creation, for example due to replication. If the mailbox cannot be logged into, check that it has not been hidden.
     
  • Changing the mailbox to which EV connects

    A good diagnostic step is to change the mailbox EV uses to connect to the Exchange System to an existing mailbox that does not have any issues. Follow these steps within the Vault Admin Console (VAC).

        1. Expand Enterprise Vault Servers > Enterprise Vault > Tasks
        2. Stop the archiving task that is going to be modified.
        3. Right click the now stopped archiving task > Properties > Settings tab.
        4. Click the Browse button to select an alternate System mailbox.
        5. Click OK and re-start the task.

 




Legacy ID



273298


Article URL http://www.symantec.com/docs/TECH35774


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