Knowledgebase: Solar Vault
Troubleshooting MS Exchange mail level backup (MS Exchange mail level backup)
Posted by Support, Last modified by Support on 23 January 2014 05:46 PM

Product Version:
SolarVault Pro: All
OS: Windows

Steps:
Below are the steps that you should follow to troubleshoot errors with MS Exchange mail level backup (MS Exchange Mail Level Backup module):
Important: These steps may vary depending on the Exchange version.



Microsoft Exchange Server 2003


        • SolarVault Pro installation
          Did you install SolarVault Pro on the Exchange server with mailbox role?

          Important: For version 6.9.2.0 or above, SolarVault Pro must be installed on the Exchange server hosting the database (e.g. Exchange server with mailbox role).



        • Security setting of Administrative Group
          Did you assign full control permission of the corresponding administrative group to the system account for backup? Confirm on the security setting of the account.

          Perform the following procedure:

          • Click [Start], point to [All Programs], [Microsoft Exchange] and then click [Server Manager].

          • Browse to the mailbox store within the corresponding [Administrative Group].

          • Right click on [Mailbox Store (MAIL)] and select the [Security] tab:

             

          • Check if corresponding operating system user configured for backup have sufficient permission (e.g. full control).



        • Membership setting of the operating system account
          Did you assign the system account for backup to the correct security group? The account must be a member of the Enterprise Admins and a Domain Admins security group.

          Perform the following procedure:

          • Click [Start], point to [Control Panel], [Administrative Tools], and then click [Active Directory Users and Computers].

          • Browse to the organization unit containing the corresponding operating system account.

          • Right click on the user, and select [Properties].
             
          • Select the [Member Of] tab to check on the membership setting:





        • Reboot the affected machine
          Have you restarted the affected computer recently?

          After any permission change, reboot the MS Exchange Server in order for the changes to take effect immediately:



          Note:
          If you have multiple domain controllers in the forest, you may also have to wait for directory replication to complete.



        • Mailbox enabled
          Is the account for backup mailbox enabled?

          Perform the following procedure:

          • Click [Start], point to [Control Panel], [Administrative Tools], and then click [Active Directory Users and Computers].

          • Browse to the organization unit containing the corresponding operating system account.

          • Right click on the user, and select [Properties].
             
          • Select the [Exchange Advanced] tab to check on the advanced setting:



          Note:
          A mailbox-enabled user is a Windows Active Directory user that has one or more Exchange Server mailboxes associated with it ( http://support.microsoft.com/kb/275636/en-us ).



        • Exchange related Windows Services
          Are the Exchange related Windows services running properly?

          Ensure that all MS Exchange related services have been started. Pay close attention to the 'MS Exchange Information Store' and 'MS Exchange System Attendant' services:





        • Messaging Application Programming Interface (MAPI) profile setting
          Is the MAPI profile in use configured properly?

          The Messaging Application Programming Interface (MAPI) profile is use by SolarVault Pro when a mail level backup job is performed, ensure that the profile setting is correctly configured.

          Perform the following procedure:

          • Download the MFCMAPI 32-bit executable (MfcMapi.exe).

          • Open the Microsoft Exchange Server MAPI Editor.

          • Select [Profile], and then [Show Profiles]:




          • Right click on the [Online Backup Manager] profile.

          • Select [Open Profile]:




          • Right click on the [Microsoft Exchange Server] entry and then select [Configure Service]:




          • (Optional) Edit the hosts file, enter the corresponding Exchange server IP address and hostname within the hosts file found in the following directory:

            C:\Windows\system32\drivers\etc\hosts (Updated)

             
             Copyright (c) 1993-1999 Microsoft Corp.
             
             This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
             ...
             IP_address       Hostname
             

            Important: Perform this step only if the Exchange server hostname cannot be resolved.


          • Enter the local IP address of the MS Exchange server in the [Microsoft Exchange server] text box, and username in the [Mailbox] text box, press [Check Name] for validation, and [Apply] afterward:



            Note:
            For domain environment with multiple Exchange servers, enter the IP address of the Exchange with Client Access Role.


          • Confirm if the MS Exchange permisson settings are configured correctly.

          • Restart the SolarVault Pro client software afterward.



        • Re-create the Messaging Application Programming Interface (MAPI) profile
          In some instances, you can resolve the issue by re-creating the MAPI profile. Try deleting, then re-creating the profile.

          Perform the following procedure:
           
          • Open the Microsoft Exchange Server MAPI Editor.

          • Select [Profile], and then [Show Profiles]:




          • Right click on the [Online Backup Manager] profile.

          • Select [Delete Profile]:




          • Re-create the profile afterward by clicking [Actions], [Launch Profile Wizard]:




          • Click OK in the [Launch Profile Wizard]:




          • Select [Microsoft Exchange Server] under [User the following information services]:




          • Enter the following [Profile Name]:

            • For SolarVault Pro version 6.9.2.0 or above - [Online Backup Manager %os_username%]
            • For SolarVault Pro version pre-6.9.2.0 - [Online Backup Manager]




          • Enter the Exchange server name and service account mailbox name:




          • Click [Next] and [Finish].

          • Confirm if the MS Exchange permisson settings are configured correctly.



        • Java crash
          Did SolarVault Pro crash while you were trying to create the backup set?

          If the software crash when you are trying to create a mail level backup set, restart SolarVault Pro in debug mode to confirm if there is any Java crash error displayed.

          Refer to knowledge base article "How to start SolarVault Pro / SolarVault Lite in debug mode" for instruction.


Important

        : For instruction on how to properly setup your MS Exchange mail level backup, refer to the users guide for details.





Microsoft Exchange Server 2007 / 2010 / 2013


        • SolarVault Pro installation
          Did you install SolarVault Pro on the Exchange server with mailbox role?

          Important: For version 6.9.2.0 or above, SolarVault Pro must be installed on the Exchange server hosting the database (e.g. Exchange server with mailbox role).



        • Mailbox access permission
          Did you granted full mailbox access to the system account for backup? Confirm on the mailbox access permission of the account.

          Perform the following procedure:

          • Click [Start], point to [Microsoft Exchange Server], then click [Exchange Management Shell].

          • Enter the following command:

            Exchange Server 2007

            >Get-MailboxServer | Add-ADPermission -User "%os_username%" -AccessRights GenericAll -ExtendedRights ms-exch-store-admin,receive-as,send-as -InheritanceType All

            Exchange Server 2010 / 2013

            >Get-Mailbox | Add-MailboxPermission -User "%os_username%" -AccessRights FullAccess

            Note: %os_username% is the username of the operating system account for backup.

          • Reboot the Exchange server afterward.



        • Membership setting of the operating system account
          Did you assign the system account for backup to the correct security group? The account must be a member must be a member of the following security groups:

          • Exchange Server 2007

            • Microsoft Exchange Security\Exchange Organization Administrators
            • Microsoft Exchange Security\Exchange Servers
            • Users\Domain Admins
          • Exchange Server 2010 / 2013

            • Microsoft Exchange Security\Organization Management
            • Users\Administrator
            • Users\Domain Admins
            • Users\Enterprise Admins


          Perform the following procedure:

          • Click [Start], point to [Control Panel], [Administrative Tools], and then click [Active Directory Users and Computers].

          • Browse to the organization unit containing the corresponding operating system account.

          • Right click on the user, and select [Properties].
             
          • Select the [Member Of] tab to check on the membership setting.


            Security group setting of Exchange Server 2007


            Security group setting of Exchange Server 2010 / 2013



        • Remote shell enabled
          Is the Remote Exchange Management Shell enabled for account for backup?

          Impportant: This requirement only applies to Exchange Server 2010 / 2013.

          Perform the following procedure:

          • Click [Start], point to [Microsoft Exchange Server], then click [Exchange Management Shell].

          • Enter the following command:

            >Set-User "%os_username%" -RemotePowerShellEnabled $True

          • Reboot the Exchange server afterward.

          Note:
          Remote Shell in Microsoft Exchange Server enables you to manage your server running Exchange.



        • Mailbox enabled
          Is the account for backup mailbox enabled?

          • Exchange Server 2007 / 2010 
            Perform the following procedure to check if an account is mailbox enabled:

            • Click [Start], point to [Microsoft Exchange Server 2007 / 2010], and then click [Exchange Management Console].

            • Expand [Recipient Configuration], and then [Mailbox].

            • Right click on the user, and select [Properties].
               
            • Select the [General] tab to check on the setting.


            Note:
            A mailbox-enabled user is a Windows Active Directory user that has one or more Exchange Server mailboxes associated with it (http://support.microsoft.com/kb/275636/en-us).


          • Exchange Server 2013
            Refer to the following article from Microsoft for more details on how to check if an account is mailbox enabled:

            http://technet.microsoft.com/en-us/library/jj991919%28v=exchg.150%29.aspx




        • Reboot the affected machine
          Have you restart the affected computer recently?

          After any permission change, reboot the MS Exchange Server in order for the changes to take effect immediately:



          Note:
          If you have multiple domain controllers in the forest, you may also have to wait for directory replication to complete.



        • Public folder database
          Is the Public Folder Database available and mounted? Ensure that the Public Folder Database is available and mounted in the Exchange Management Console

          Important: This requirement only applies to SolarVault Pro version pre-6.9.2.0.

          Perform the following procedure:

          • Click [Start], point to [Microsoft Exchange Server 2007 / 2010], and then click [Exchange Management Console].



            If the Public Folder Database does not exist, you can create an empty Public Folder Database to resolve the issue.



        • Collaboration Data Objects (CDO) 1.2.1 installation
          Have you installed Collaboration Data Objects (CDO) 1.2.1 on the corresponding Exchange server?

          CDO must be installed on the Exchange server for the mail level backup job to work properly. Download and install CDO with the following installer:

          • Exchange server with MS Outlook 2007 - Click Here 
          • Exchange server without MS Outlook 2007 - Click Here



        • Collaboration Data Objects (CDO) 1.2.1 version
          Did you install the latest version of Collaboration Data Objects (CDO) on the corresponding Exchange server?

          Perform the following procedure:

          • Open [Control Panel], select [Programs and Features] then check on the installation date:




          • Check on the version of all dll files found in - C:\Program Files (x86)\ExchangeMapi.



            The version of all dll files must be the aligned.

            If an older version of CDO is in use, re-installing the newest version of MapiCdo (e.g. Windows 2008 Server is only supported in the later release of the MapiCdo). MapiCdo can be downloaded at:

            http://www.microsoft.com/en-us/download/details.aspx?id=39045




        • Exchange related Windows Services
          Are the Exchange related Windows services running properly?

          Ensure that all MS Exchange related services have been started. Pay close attention to the 'MS Exchange Information Store' and 'MS Exchange System Attendant' services:





        • Messaging Application Programming Interface (MAPI) profile setting
          Is the MAPI profile in use configured properly?

          The Messaging Application Programming Interface (MAPI) profile is use by SolarVault Pro when a mail level backup job is performed, ensure that the profile setting is correctly configured.

          Perform the following procedure:

          • Download the MFCMAPI 32-bit executable (MfcMapi.exe).

          • Open the Microsoft Exchange Server MAPI Editor.

          • Select [Profile], and then [Show Profiles]:




          • Right click on the [Online Backup Manager] profile.

          • Select [Open Profile]:




          • Right click on the [Microsoft Exchange Server] entry and then select [Configure Service]:




          • (Optional) Edit the hosts file, enter the corresponding Exchange server IP address and hostname within the hosts file found in the following directory:

            C:\Windows\system32\drivers\etc\hosts (Updated)

             Copyright (c) 1993-1999 Microsoft Corp.
             
             This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
              ...
             IP_address       Hostname 
             

            Important: Perform this step only if the Exchange server hostname cannot be resolved.


          • Enter the [local IP address] of the MS Exchange server in the [Microsoft Exchange server] text box, and username in the [Mailbox] text box, press [Check Name] for validation, and [Apply] afterward:



            Note:
            For domain environment with multiple Exchange servers, enter the IP address of the Exchange with Client Access Role.


          • Confirm if the MS Exchange permisson settings are configured correctly.

          • Restart the SolarVault Pro client software afterward.



        • Re-create the Messaging Application Programming Interface (MAPI) profile
          In some instances, you can resolve the issue by re-creating the MAPI profile. Try deleting, then re-creating the profile.

          Perform the following procedure:
           
          • Open the Microsoft Exchange Server MAPI Editor.

          • Select [Profile], and then [Show Profiles]:




          • Right click on the [Online Backup Manager] profile.

          • Select [Delete Profile]:




          • Re-create the profile afterward by clicking [Actions], [Launch Profile Wizard].




          • Click OK in the [Launch Profile Wizard].




          • Select [Microsoft Exchange Server] under [User the following information services].




          • Enter the following [Profile Name]:

            • For SolarVault Pro version 6.9.2.0 or above - [Online Backup Manager %os_username%]
            • For SolarVault Pro version pre-6.9.2.0 - [Online Backup Manager]




          • Enter the Exchange server name and service account mailbox name.




          • Click [Next] and [Finish].

          • Confirm if the MS Exchange permisson settings are configured correctly.



        • Existing 3rd party MAPI profile
          Are there any existing MAPI profile for application such as Outlook or BlackBerry on the affected Exchange server?

          In some cases, MAPI profile of Outlook or BlackBerry MAPI profile may affect the backup operation if they are created before the SolarVault Pro's MAPI profile.

          Remove the corresponding MAPI profiles temporarily, then re-create the MAPI profile for SolarVault Pro with the steps provided above.



        • SolarVault Pro version
          What version of SolarVault Pro are you using?

          Ensure that the latest version is installed. The latest release includes fixes for known bugs and may resolve the issue you are experiencing. See our knowledge base for instructions on how to upgrade the client agent to the latest version.



        • Java crash
          Did SolarVault Pro crash while you were trying to create the backup set?

          If the software crash when you are trying to create a mail level backup set, restart SolarVault Pro in debug mode to confirm if there is any Java crash error displayed.

          Refer to our knowledgbase article "How to start SolarVault Pro/ SolarVault Lite in debug mode" for instructions.



Important

        : For instruction on how to properly setup a MS Exchange mail level backup set, refer to the user guide for details.





Confirm if the MS Exchange permisson settings are configured correctly

        1. Open the MAPI editor, select Session then [Logon and Display Store Table]:




        2. Select the [Online Backup Manager Administrator] profile:




        3. MAPI will display both the Mailbox and Public Folder Store:




        4. Select [MDB], and then [Open Other Users Mailbox]:




        5. Select the affected user mailboxes to verify if it can be opened with the current permission setting:




        6. Press [OK] to open the selected user mailbox:




        7. Once the user mailbox is opened, ensure the contents of the mailbox folders, such as Inbox, Sent Items, or Drafts can be displayed:




        8. If an error is displayed or no messages are visible, a problem exists with the service account's permissions on the mailbox, or the MAPI profile is corrupt. Consider rebuilding the MAPI profile using MFCMAPI (see above).




Common Issues

        For other common issues that you may encountered, you can search with keyword 'mail level' in the knowledge base.


Persisting Issues

        Issue related to the Exchange server installation, Windows Operating System or Volume Shadow Copy should be pursued with Microsoft support staff.