Troubleshooting your installation

Exchange Server Archiver - 3.0

Versions available: 3.0

Learning Exchange Server Archiver - 3.0

Troubleshooting your installation

Some common problems that you may encounter when you install and configure Exchange Server Archiver are described below.

Admin Console
Installing and configuring services
Archiving and retrieving messages
Accessing messages

When you have completed the installation and configuration, to validate your setup:

In the Admin Console, check the Maintenance tab for any error messages.
Check the Alerts tab for any error messages.
Set up and run an archive, and check the Alerts tab for any error messages.
Open an archived message from Outlook.

Open an archived message from Outlook Web Access.

Admin Console

Access error opening the Admin Console

To use the Admin Console, you must be a domain administrator with full permissions. If the user logged on is not a domain administrator, an error is displayed in the Alerts tab of the Admin Console, for example:

Error in configuration of Archive Service 'computername'. 'domain'\'username' is not a valid account for access.

If you see this error:

Check that the Admin Console user is a domain administrator with no permissions explicitly denied.

If you cannot set up a domain administrator user to use the Admin Console:

In Active Directory®, create a new security group.
Add the Admin Console user to the security group.
In the .NET configuration file for the Archive Service, the Storage Service, and the UAA Service, edit the SecureRemoting value to the new security group:
<add key="SecureRemoting" value="New_Security_Group" />

The Archive Service and Storage Service configuration files are located in <Installation Directory>/RedGate.ExchangeArchiver.<component>.exe.config

The UAA Service configuration file is located in <Installation Directory>/Web.config

Installing and configuring services

Errors setting up the Archive Service

If an error is displayed when you click Next on Step 1 of the Configuration Wizard, there may be a problem with the permissions of the Archive Service user.

If any Exchange Server that you want to archive is not on the same domain as the Archive Service user, manually grant the permissions required for the Archive Service user.
For details, see Creating the Archive Service user for version 3.0, or for version 2.1 or earlier, as appropriate.

Archive Service installer: remoting security exception

If you see a remoting security exception error connecting to the Exchange server when you are installing the Archive Service, this may be caused by the system clocks of the Archive Service server and the Domain Controller server being out of sync by more than 10 minutes.

Reset the computer account in Active Directory.
For details, see Active Directory Users and Computers in the Microsoft KB support article Resetting computer accounts in Windows.

Archive Service user not recognized

If the Archive Service user is not recognized by the Active Directory (AD) server, an error is displayed when the Admin Console refreshes the list of mailboxes in the dashboard. For example:

Error populating Active Directory user cache for domain DC=example,DC=com: System.Runtime.InteropServices.COMException (0x80040E37): Table does not exist.

This may be because AD replication is not working.

Check the AD global catalog to ensure that the Archive Service user has been replicated across the forest.
For more information, see the Microsoft TechNet article Troubleshooting Active Directory Replication Problems.

UAA Service installer: .NET 2.0 not installed error

When you are installing the UAA Service, you may see the following error:

Error_metabase_compatibility

If this error is displayed:

Run aspnet_regiis /iru
Check that ASP .NET 2.0 is installed.
Check that ASP .NET 2.0 is allowed in Web Service Extensions.
Ensure the subfolder \aspnet_client\system_web\2_0_50727 exists in the location specified by the PathWWWRoot registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\InetStp\PathWWWRoot

The default value is:

C:\Inetpub\wwwroot

If the subfolder does not exist, create it in the specified location.

UAA Service installer: IIS 7 metabase compatibility error

You may see the following error when you are installing the UAA Service:

Error_metabase_compatibility

Check that you are using the correct UAA Service installer for your architecture (x64 or x86).
For IIS 7, check that you have set up IIS 6 Metabase Compatibility; for details, see Configuring IIS.

Archiving and retrieving messages

Indexing service errors

If you see errors in the Alerts tab that refer to the Indexing Service when Exchange Server Archiver is archiving or retrieving archived messages, this may be because the Indexing Service is not running, or because it was not started before the Storage Service was installed. For example:

Error_Indexing_Service_not_configured

To fix this:

On the Storage Service server, run services.msc to open Services.
Stop the ESA Storage Service.
Check that the Indexing Service Startup Type is set to Automatic.
If it is not, double-click to open the Indexing Service Properties, and change the Startup type to Automatic.
If the Indexing Service status is not started, right-click the Status and click Start; otherwise, click Restart.
Start the ESA Storage Service.

To ensure the Indexing Service catalog is up-to-date:

Run mmc to open the Microsoft Management Console.
If necessary, add the Indexing Service snap-in.
Under Exchange Server Archiver, Directories, right-click each Archive Store folder and click Rescan.

If there are still problems, the Indexing Service catalog may be corrupt. To recreate the catalog:

On the Storage Service server, run services.msc to open Services.
Stop the Indexing Service.
Run mmc to open the Microsoft Management Console.
If necessary, add the Indexing Service snap-in.
Right-click the Exchange Server Archiver catalog and click Properties.
Note down the catalog location, and then click Cancel to close the dialog box.
Right-click the Exchange Server Archiver catalog, and click Delete.
Right-click Indexing Service, and click New, Catalog.
In Name, type Exchange Server Archiver, enter the Location that you noted in step 6, and click OK.
For each Archive Store:
1. Under Exchange Server Archiver, right-click Directories, and click New, Directory.
2. Enter the Path of the Archive Store, and click OK.
Start the Indexing Service.
Under Exchange Server Archiver, Directories, right-click each Archive Store folder and click Rescan.

Archive Service errors

If the DN of a user contains an apostrophe, an Archive Service error is displayed in the Alerts tab. For example:

User 'domain'\'username' cannot be granted permission on the mailbox 'user@domain.com' - no archive service which could be contacted allowed this.

For a patch to fix this, contact Red Gate support at: https://www.red-gate.com/supportcenter/contactsupport.aspx

InvalidCastException error

If you are using Exchange Server Archiver version 2.0 or later and you are retrieving messages that were archived using version 1.1 of Exchange Server Archiver, you may see an InvalidCastException error, for example:

Unable to convert from type Byte[] to Byte[][]

For a patch to fix this, contact Red Gate support at: https://www.red-gate.com/supportcenter/contactsupport.aspx

WSAECONNRESET error

When you run an archive rule or when the Admin Console retrieves mailboxes sizes for an Exchange 2007 system, you may see the following error:

ArchiveService

COMException logging on to Exchange Server: System.Runtime.InteropServices.COMException (0x81002746): Error in IMsgServiceAdmin::ConfigureMsgService: WSAECONNRESET

The most common cause is that the Archive Service user has been hidden from the Exchange Global Address List. To stop hiding the user from the Exchange Address List, see WSAECONNRESET error when archiving or retrieving mailbox sizes.

MAPI_E_NOT_FOUND error

You may see the following error message when you run an archive rule:

Archive Service

COMException logging on to Exchange Server: System.Runtime.InteropServices.COMException (0x8004010F): Error in IMsgServiceAdmin::CreateMsgService: MAPI_E_NOT_FOUND

This error can occur if MAPI is not installed, or if the version of MAPI is not compatible with Exchange Server Archiver.

Check that MAPI is installed.
You must ensure that you install a version of MAPI that is compatible with your Exchange configuration. For details, see MAPI versions supported for Exchange Server Archiver.
Check that the installed version of MAPI is supported.
For more information, see MAPI versions supported for Exchange Server Archiver.
If you have installed the standalone MAPI client, reboot the server.

Accessing messages

Message placeholders are shown in Outlook

If you see a message placeholder when you open a message in Outlook instead of the full message:

Check that the Outlook Add-in is installed.
Check that the Outlook Add-in is not disabled:
In Outlook, click in the Exchange Server Archiver toolbar; if the About Exchange Server Archiver box is not displayed, the Outlook Add-in is disabled. For information about how to enable the add-in, see Disabling the Outlook Add-in.
On the Admin Console Maintenance tab, check that the Storage Service is running, and the Archive Stores are attached.
Check that the UAA Service Web site is running.