Archive Manager Exchange Edition Troubleshooting

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 1 / 81 Metalogix Software

Archive Manager Exchange Edition

Troubleshooting

All Rights Reserved, including all rights concerning reproduction, copying or any other use or transmission of this document and its contents or parts of it. No part of this publication may, no matter in what form, be reproduced without written permission by Metalogix Software, passed on to third parties, edited by electronic retrieval systems, copied, distributed or used for public presentations. Metalogix Software reserves the right to change and update the content at any time. All data shown on screenshots is solely for demonstration purposes of the software. Metalogix Software is not responsible for this content.

Trademark Archive Manager Exchange Edition

Microsoft®, Microsoft Windows NT® and the names of other Microsoft products are registered trademarks of Microsoft Corporation.

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Introduction

This document has been created to answer your questions about Archive Manager Exchange Edition and help you with problems you may be experiencing when e.g. installing this product. Issues listed in the Table of Contents are described further in the manual including recommended steps to take when troubleshooting your problem. For better orientation this document is divided into sections as ArchiveWeb, Installation, Enterprise Manager etc. For issues related to Archive Manager OWA extension and Archive Manager Outlook Addin consult the following documents:

 Outlook Addin Troubleshooting

 Archive Manager OWA Troubleshooting

Should you have more questions or need to contact our support, follow the steps in the How to report errors to support section. Our support team is ready to promptly give any advice and provide help.

IMPORTANT NOTE: Archive Manager Exchange Edition is a new product name for PAM4Exchange since version 5.0. As cases/questions in this Troubleshooting guide are being collected continually throughout all product versions, we have preserved also the PAM4Exchange product name in some cases.

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How to report errors

To better identify your issue and report it to support, please follow the next steps:  Download the DebugViewer application to the client computer. Unzip it and

start the DbgView.exe application.

 Create the registry key on the client computer:

HKEY_LOCAL_MACHINE\SOFTWARE\Heilig &

Schubert\PAM-Storage3\PamExchange\DebugLevel (REG_DWORD) and set it's value to 3.  Perform the action, which is failing

 Save the output from the DbgView application and send it to

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FAQ

Database

How many databases do I need for Archive Manager?

Q: I’m a bit confused about the number of databases.

I’ve only created one in SQL. I can however see that in that DB, there are several tables related to HSM. Can you please confirm this? Is it possible to have one SQL DB for Archive Manager and another for HSM and if so, how do I go about doing this?

A: Yes, that is correct. The database which Archive Manager uses to store metadata consists of 3 main parts:

 exchange tables

 auditing tables (optional)  hsm tables

You can build even 3 different databases in your SQL if you want to (one for the exchange tables, one for the auditing tables and one for the HSM tables). Our recommendation:

Archive Manager part One database can include both these parts. However, if you plan to archive 1.000.000 and more emails, we recommend creating a separate database for Archive Manager part and a separate database for HSM part. These databases are then easier to back up and are not growing quickly.

HSM part

Auditing part If auditing feature will be used, a separate database for auditing part must be created.

(For more information see our Install Guide.)

Database sizing

Q: How do I calculate the database size and file store size required?

I can work out how many messages are currently on the system and how much space they occupy. What I don't know is what the calculation is between a message and the amount of storage required by the database and what the calculation is to determine the size of the message store.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 8 / 81 - the HSM Store: this is where the archived emails (msg) and their attachment will be kept, so the big part. It usually resides on one of the local HDDs, but it could be placed on a UNC path just as well (SAN, NAS, NetApp behind, and more like Jukeboxes, Tivoli, Centera, etc). It will not be as big as your MS Exchange store, because HSM does single instance and de-duplication of files stored. On top of that it uses a compression that can shrink the data up to 80%

- the SQL database: this is used only for index for the search engine, settings of the managing tools, but also meta-data of the files being stored in HSM. This part is not big, but it may grow in time. For example for about 6 million files archived the DB could be all together 20 GB, if you index all the archived data.

Database Best Configuration for Archive Manager

Q: I have installed all the pre-requisites mentioned for using Archive Manager but when we go to the Config Tool I cannot get a connection. All the software is on the same machine (i.e. SQL Server/MS-Exchange/Archive Manager). Does this cause a problem? We have it all on one server for test purposes and not on the live environment. The error we get shows the next message:

Cannot connect to the Database. Error was: Login failed for user 'archive'. Reason: Not associated with a trusted SQL Server connection.

A: It is better for the TableOwner and the database user to be the same. So please create a user for your 'archive' created database first.

In the SQL Enterprise Manager under Security\Login just choose to create a new login (named 'exchange', for instance) and assign him under the Database Access tab the db_owner Permit for your 'archive' database. This new created login has to be then filled in the TableOwner and User Name fields in the Config Tool and its respective password on the Password field.

Note:

 Please click the SQL Server Authentication radio button from the SQL Server Login Properties for your new created TableOwner in order to set his password. This password needs to be filled in after that in the Config Tool's Password field as well.

Cannot connect to SQL 2005 database from Configuration Tool

Q: While installing Archive Manager, I encountered an error.

We have a 2 server solution, an SBS 2003 Server running Exchange, and a MS 2003 server running MS SQL 2005 Express and Archive Manager.

Problem occurs after installing Archive Manager, when I have to configure the Configuration tool. The error that comes is:

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 9 / 81 the user is not associated with a trusted SQL connection"

A: Please check in SQL Server Management Studio under Server

Properties/Security the server authentication mode: set the SQL Server and Windows Authentication mode - see attached screenshot.

17. How to -Forms from client machines

I cannot execute scripts and update .config files in Configuration Tool

Q: When I try to run the "Execute scripts and update .config files" button in the Configuration Tool, I immediately get the following pop-up error:

"COULD NOT CREATE CRYPTOGRAPHY.DLL COM INTERFACE. Password for .config Files and Registery could not be changed. Please change the Password in the .config files manually."

A: It seems that the Cryptograhy.dll was not registered during the setup. Please do the following:

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 10 / 81 -Use Process Explorer in order to kill the process. If you find the Cryptography.dll kill it.

- open command line window (start -> cmd.exe) and unregister the cryptography .dll, in the following way:

C:\WINNT\Microsoft.NET\Framework\v2.0.50727\RegAsm.exe /unregister "C:\Program

Files\PAM\Common\Cryptography\Cryptography.dll" - then register it again:

C:\WINNT\Microsoft.NET\Framework\ v2.0.50727\RegAsm. exe /codebase "C:\Program

Files\PAM\Common\Cryptography\Cryptography.dll" Finally execute the scripts again.

Error in DB Config Tool - PAMFTS_Tables.sql

Q: We received an error message when upgrading.

Moreover, it seems that Archive Manager generates a lot of SQL logs which generates this kind of errors:

Event Type: Information

Event Source: MSSQLSERVER Event Category: Server

Event ID: 17055 Date: 14/08/2006 Time: 13:31:28 User: N/A Computer: WINSRV9 Description: 5144 :

Autogrow of file 'apam_Log' in database 'apam' cancelled or timed out after 30766 ms. Use ALTER DATABASE to set a smaller FILEGROWTH or to set a new size.

Data: 0000: 18 14 00 00 0a 00 00 00 ... 0008: 08 00 00 00 57 00 49 00 ....W.I. 0010: 4e 00 53 00 52 00 56 00 N.S.R.V. 0018: 39 00 00 00 05 00 00 00 9... 0020: 61 00 70 00 61 00 6d 00 a.p.a.m. 0028: 00 00 ..

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 11 / 81 A: The "autogrowth" settings of your database need to be changed in SQL:

 open SQL Server Enterprise Manager

 navigate to the fulltext database and open its property pages

 on the second and third tab, change the "autogrowth" option from % to MB. When the MSSQL database reaches its limit, the size of the database must be changed. If autogrowth is enabled, the size of the database is automatically adjusted. It allocates a certain amount of space. If this value is too big, the allocation takes a long time. By default, we are setting the autogrowth in fixed amounts: 10MB or 100MB. The autogrowth must be invoked more frequently, but it takes less time.

Moving Archive Manager DB to the new SQL-server

Q: I have the following configuration of the Archiving system: MS Exchange Server, Archive Manager server, SQL-server. I am going to build a new SQL server where I want to move my exchangeDB to. What additional steps need to be done after the database import?

A: Before you export (import) your Archive Manager database to a new SQL server, we recommend doing a backup of this database and the HSM (Store).

It would be also good to backup the registry keys. Then just after database export-import run the Configuration tool on your Archive Manager machine and configure the database again - use the new SQL server name (the other names should remain the same).

After the database tables (Archive, auditing and HSM) were updated, please go to registry and check whether the values in registry keys that contain information about

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 12 / 81 the SQL server are changed as well - those reg.keys are: exchangePAM/DataBase, exchange/ PAM-HSM.

You should also check in Addressbok manager, the list of synchronized users, groups and servers, because those information are taken from the database.

Attaching archive database to SQL

Q: When I attached my Archive Manager database to new SQL server I realized that I could specify only existing db user as DB Owner to my ´pamdb´ database. Though when I opened the tables my old DB Owner called ´pam´ was displayed there.

However this login was not created, so I tried to create it (using the same name and password) and assign him owner rights over ´pamdb´ database. Before I could finish creating this new Login on the Login Properties window I got the following error: Error 21002:[SQL-DMO]User´pamdb´ already exists.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 13 / 81 A: Please follow these steps:

1. If the database has been already attached, please detach it and create first a new login with the same name as the old db owner for pamdb – i.e. pam. Specify any database for this login, later you will change it to pamdb.

2. Attach the database again. Now you can specify pam as database owner – see Attach pamdb.jpg

3. Finally edit the pam Login Properties – set for him owner rights and System Administrator roles as on your previous SQL server – see attached Database Roles.jpg

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Transanction too big for the Archive Manager database

Q: I have noticed that my PAM database has the following size:

- the data file (the pamDB_Data.mdf file) has about 3Gb

- the transaction log (the pamDB_Log.ldf file) is way too big - it has over 27GB

How can I shrink it down, how can I make my ldf file be smaller than the mdf file, as it normally should be?

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 15 / 81 A: The problem is that you are not backing up the database with an application that also shrinks it down. For example it is recommended to schedule in SQL the

Maintenance plan for the used database (see short guides on our forum site „SQL 2000 Maintenance Plan Guide“ and „SQL 2005 Maintenace Plan Guide“).

To shrink the LDF file please follow the next steps:

 stop the running MAM services by using C:\Program Files\Metalogix\MAM4Exchange\Tools\Stop.bat

 open the SQL Server Enterprise Manager and expand the Databases node  right-click on the database and from the context menu choose All

Tasks/Backup Database

 choose to backup only the transaction log and select a location for backup (firt screenshot)

 switch over to the Options tab and make sure that the Remove inactive entries from transaction log radio button is selected (second screenshot)  after the database backup the LDF file will be smaller than the MDF file, and

you can start the MAM services again by running C:\Program Files\Metalogix\MAM4Exchange\Tools\Start.bat

Comment: if you would do a full manual backup the LDF file will not shrunk because in that case the Remove inactive entries from transaction log radio button is grayed out.

Huge LDF file for the database - DBCC shrink command lines

Q: Recently I have noticed that my scheduled SQL Maintenance plan hasn't run for a while, the SQL Agent being stopped.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 16 / 81 I have started now the agent, but I have realized that the transaction log of the HSMDB (one of my Archive Manager databases) is now over 15GB, while the meta-data file is only few MB big:

- HSMDB_data.mdf 11MB - HSMDB_log.ldf 15.2GB

Even though the maintenance plan is running now, I do not see the LDF (transaction log) file shrinking. What can I do to fix this problem?

A: In such situations please use the following 2 statement scripts in the SQL Query Analyzer to fix the problem:

backupLOG HSMDB WITH TRUNCATE_ONLY dbccshrinkfile (HSMDB_log, 2)

Comment: you should be logged on in the SQL Query Analyzer with the sql_table_owner of the Archive Manager database.

With these 2 commands you will manage to commit all the transactions into the metadata file and shrink the size of your LDF file to 2MB.

More information about the usage of the DBCC SHRINKFILE commands is provided on the following Microsoft KB article:

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Retention categories & shortcuts

To stub or not to stub?

Q: We are trying to decide whether to use stubs. If stubs are not used, do users use the Archive Manager Addin or are they typically using the Archive Web to retrieve documents?

A: You can use shortcuts if you want your users to see the content of the mailbox. If you won't create them you have two options. You can keep the original email so just a copy will be created inside of the archive or you can delete the original so your users will see the archived content only by using Archive Manager AddIn or ArchiveWeb.

Should we delete shortcuts automatically?

Q: Do most people set shortcuts to be deleted every 6 months, yearly etc.?

A: Our customers usually don't delete the shortcuts and Admins let users decide whether it is the time for email to be deleted (even though it is often just a shortcut).

Deleted documents

Q: If a user deletes an item from Outlook (checking Delete from archive), the item is not deleted until retention time expires and keep alive expires, isn't it? If retention time is 30 months and keep alive 5 months, until 35 months the archived item is not deletable, isn't it?

A: We have 3 terms: normal document, deleted document, purged document.

When you "delete from archive", the document is moved to deleted state, but it is still residing in archive.

Normal documents are not purged.

Deleted documents are purged after minimum retention time (+keeps alive time) expires.

You can find deleted items ONLY using Advanced search, where you can also restore them.

When is deleting possible?

Q: In our setup, we can only delete items after retention time, cannot we? And items will be purged only after retention time+keep alive, won't they?

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 18 / 81 A: In every setup the deletion will be possible ONLY after retention (+ keep alive) time. As you have Delete retention time: 72 months, this is when the deletetion will take place in case of normal items, if you have also the delete files job scheduled. Else you are not able to delete single file without this job.

Automatic deletion of archived items

Q: If we specify Delete time (72 months), e.i. enable automatic document deletion after the time specified, does it need Delete Files job to purge such items from archive?

A: Yes, you have to run the Delete Files job. The Delete Files job is the only way how to delete anything from archive.

The purpose of the Delete Files job is to purge all items whose Delete time, if such was defined, has elapsed (Delete time = maximal time for which the items can reside in archive).

This job operates also for archived items marked for deletion. After expiration of their Retention + Keep alive time they are purged from the HSM store.

Provided that your retention time is e.g. 5 years, there is no reason to run the Delete Files job during 5 years from the beginning of archiving. You can schedule it to start after these 5 years and run it once a month/week then.

Deleting shortcuts older than x months

Q: What should I set to delete shortcuts from mailboxes after a specific time?

A: You can set "Delete shortcut after a time" while you set up your retention category.

But be careful!

If you are using "Delete shortcut after a time" you should not use AUTODELETE=1 option in retention category settings. Otherwise the archived emails will be marked for deletion by the Shortcut synch job and then deleted by the Delete job when their retention time elapses.

AUTODELETE = Allow automatic deletion of unreferenced emails (You can set this in your retention category settings window.)

AUTODELETE = 0 = the document will NEVER be deleted by Shortcut sync job. Only explicit "delete" can delete the document.

AUTODELETE = 1 = the shortcut sync is allowed to delete the document if there is no reference for it in any of the mailboxes.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 19 / 81 Example:

I. Emails are archived by a retention category with “Allow automatic deletion of unreferenced emails” checked and shortcuts are left in the Exchange Server II. You delete shortcuts from Exchange (either by removing the shortcuts manually in a mailbox, or by deleting a folder in Outlook that contains shortcuts etc.) → emails become “lost items”

III. You run the Shortcut Synchronization Job → lost items are marked for deletion IV. Items marked for deletion are deleted from archive when their Retention (and

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Enterprise Manager – Archiving

Archiving mails in accordance with legal requirements

Q: How to realize an audit proof archiving environment using Archive Manager? What steps are necessary in order to archive in accordance with legal requirements?

What "jobs" are necessary? Do I need the Exchange Server's journal?

A: The Journal mailbox in Exchange will ensure all the files sent or received by your users are copied for audit tracking.

You can synchronize the Journal account and archive it entirely (with the retention time your policy needs).

While archiving this mailbox, please make sure it is fulltext-indexed so that you can later on search based on body-text or attachments using the ArchiveWEB interface. It is crucial to archive the Journal mailbox content without leaving a shortcut in Exchange, because if not this account will have a great number of shortcuts and Outlook will no longer be able to operate with it.

On the other hand all the emails archived are visible in the ArchiveWEB interface, regardless whether they have a shortcut or not in Exchange.

Thus, connected to the ArchiveWEB with the Journal account, you can do audit tracking.

New users immediately archived

Q: How do I ensure that all new users’ mailboxes will automatically be archived without any further configuration, to avoid an engineer "forgetting" to enable archiving for a new user? It should be transparent and just “happen”.

A: The Addressbook Manager tool can run the synchronization of the Active Directory mailboxes and groups automatically in the background. Scheduled automatic synchronization keeps your groups and mailboxes imported to Archive Manager Addressbook Manager always up to date. Automatic synchronization is scheduled and runs with settings predefined on the General Settings tab of Addressbook Manager.

With this automatic synchronization scheduled, when new users are created in your Active Directory, they will be populated into Archive Manager as well. You have to remember though, that the scheduled jobs apply to groups. So say you create a new user in Active Directory and you want it to be archived the next day => that will only happen if you also make this user a member of an Active Directory group (distribution list, or security group) that has a job assigned in Archive Manager.

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How to archive a mailbox not included in any group

Q: How do I archive mailbox which is not included in any group as jobs can be assigned to the groups only?

A: It is possible in several ways:

 Direct archiving can be used for the respective mailbox (just add it to the DirectArchive tab of the Manager view in the Enterprise Manager)

 It can be archived manually in the Enterprise Manager (Archive tab of the Archive view)

 The user can use Addin to archive messages directly from Outlook  Create a group where only this mailbox is included. Then it is possible to

assign a job to that group

How to archive EVERYTHING

Q: I am confused by direct archiving vs Journal archiving vs mailbox archiving. I want to capture all incoming, outgoing and internal email immediately, specifically to prevent a user from sending/receiving an email and then immediately deleting it before the nightly archive jobs. How should I set it?

A: Explaining a bit the archiving methods:

 the Direct Archiving is a method that archives everything that comes in from any mailbox assigned to it. This filters nothing out, but on the other hand does not archive the already received emails from those mailboxes, nor archives from the Sent Items folder. It simply starts happening from the moment you have enabled a user to it (each email that this user receives will be archived in few seconds). If you want to make a use of this method you will need to install the Direct Archive component of Archive Manager on your MS Exchange server. The Archive Manager server can be separated from Exchange, but if you want this feature you will need to run the Archive Manager setup on MS Exchange as well, and install this component only.

 the normal mailbox archiving is based on scheduled jobs you can design in the Enterprise Manager tool of Archive Manager. The scheduled jobs bring the most flexible filtering possible (you can exclude from being archived or include in archive emails with referrals to any of their characteristics). The jobs do not run at instance, they run during a scheduled interval.

 the Journal mailbox is a feature of MS Exchange that keeps in one defined profile a copy of all the emails that come and go in the Exchange environment. For Archive Manager this is just another mailbox - you can archive it with a scheduled job, if you want to make sure that for audit tracking you will need to keep everything in the archive.

Please mind the fact that you can schedule a so-called Sent Items job in the Enterprise Manager. The purpose of this job is to archive EVERYTHING from the Sent Items folder of your groups. If you combine this with the Direct Archive you can say you are basically journaling.

There is a delay there of few seconds until the mail gets archived, but if you want to avoid it, then archiving a Journaling mailbox is the 100% sure way.

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Archiving UNICODE emails

Q: In my Exchange environment we have Japanese emails as well. Does the search feature support Japanese?

How about the Enterprise Manager console: will the folders display unicode?

A: First thing you will need is an Outlook 2003 on the Archive Manager server. That is mandatory since Exchange System Manager MAPI does not support UNICODE so you can't use it as a MAPI subsystem.

In addition you need to create manually a new registry key on the Archive Manager server:

HKEY_LOCAL_MACHINE\SOFTWARE\Heilig &

Schubert\exchangePAM\MAPIUNICODE (REG_DWORD) Set the value to 1.

Value 0 = ANSI Value 1 = UNICODE Notes:

The database can store UNICODE folder names and subjects. All the other information is stored as ANSI (look at the database tables).

ArchiveWeb displays the subject and folder name correctly. You will need to restart all the MAM services.

Folders archiving

Q: How do I ensure that folders created in Outlook and subfolders are automatically archived during job execution?

A: Once you enable the archiving for a group, its users will be archived. Every folder and subfolder is included in the archive as default. If you want to exclude some of them, you will have to define them on the appropriate tab on the Groups Properties window in the Enterprise Manage tool.

Auto Archive Based on Email Age

Q: How are you able to automatically archive emails based on their age on selected user mailboxes?

I am using the latest version of Archive Manager and running a single Exchange 2003 server. Users are already able to use the outlook client to archive manually.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 23 / 81 A: You should;

- create a group in Archive Manager Enterprise Manager / Tools / Addressbook Manager with all the users you want to archive

- create a retention category in the Enterprise manager

- create an archive job on the jobs tab of the Enterprise Manager console

- configure the created group to use the created retention time, the created job and define the day and size limits.

It's simple and easy to setup.

Error message while trying to archive manually

Q: When I am trying to archive manually for a mailbox in Enterprise Manager, I got the following error mesage:

MBX:3 DocID: ERROR: (MessageNotExist)PamExHandler: E176

Failed to open message. Probably the message does not exist anymore. 0x800A0407 [Info: MBXID: 3 Action: 0 Flags: 38

A: MS Exchange has a problem replicating the custom forms in all its Information Stores, in case you have more Information Stores in Exchange.

The mAM Forms are also custom forms, so you have to make them to replicate in the following way:

- open Outlook and go to Tools/Forms/Choose form

- in the Look in down-drop box select the Organizational Forms Library

- keep the SHIFT key pressed on your keyboard and double-click to load the form called PamMessage (there are 4 of them, use the 4th one, please)

- it will open and look like a normal email so please send it to the user that fails to be archived

- try to archive again afterwards another email

Remember that you will need to do this for each of your Information Stores (so if you have 2 of them, only twice, you don't need to do it for all users).

I cannot add user to Direct Archive

Q: When I am trying to add user to make some test with direct archive I got the folowing message:

Exchange can't register mailbox `cfu`for direct archive!

Error message:EnableDirectArchive >> Cannot register registration item: No connection could made because target machine actively refused it.

A: When you get this error, it means you have not installed the Direct Archive component of Archive Manager to the MS Exchange server.

So please run your installation on the MS Exchange backend servers you plan to do Direct Archive for and install this component only.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 24 / 81 When installing the DA feature (as a Microsoft Exchange Server Extension Part of the Archive Manager setup) on your MS Exchange server, the service being installed (mamExExchangeSv) will need to run under the super-user account.

You have to provide in the setup wizard 2 things:

- the correct credentials of the email archiving super-user account - the correct name of the Archive Manager server

Then, please make sure that the service MamExExchangeSv is running under the correct user.

For your information, the Direct Archiving feature will: - archive only incoming emails

- archive emails without applying any filtering on age, size, etc. - not archive the old emails

If you don't want to use the Direct Archive feature, please disable it in the Enterprise Manager tool under Tools/Settings/Other tab.

Direct archive is not working

Q: I have installed Microsoft Exchange Server Extensions, added a mailbox to DirectArchive in the Enterprise Manager, all services are running on both Archive Manager server and MS exchange server, but I can’t get archived any incoming mail. What can be wrong?

A: Please open on MS Exchange Server the following path in the registry editor: HKEY_LOCAL_MACHINE\SOFTWARE\Heilig & Schubert\exchangePAM Check if the Archive Manager server name is correctly set in the following string values:

- exchangePAMServer - LinkGeneratorServer

Direct Archive Failed to register

Q: When I want to add a new mailbox for the direct archive i've this message :

Failed to register mailbox '***' for direct archive !

Error message: EnableDirectArchive >> Failed to remove previous registrations. Access is denied somebody can help ?

A: Please set the DCOM rights for the superuser on the MS Exchange server where the MamExExchangeSv service is installed.

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Cannot register any mailbox in Direct Archive

Q: As I try to register any mailbox in Enterprise Manager for direct archiving, I'm still getting error:

DA registering

Exchange can't register mailbox 'Michael Knight' for direct archive| Error message: Registration returned code -1

A: Please run the synchronization in Addressbook Manager with “allow mailbox update” option ticked.

When you install DirectArchive feature on your MS Exchange, you have to start MAM service called "MAMExExchangeSv" and then try add users again in Enterprise manager\DirectArchive Tab.

If the above mentioned did not help, see the following section.

Direct Archiving - registration error code -1

Q: I was trying to use the Direct Archiving feature of Archive Manager.

My MS Exchange server, where the MamExExchangeSv service is installed and running under the super-user account, is an Active/Passive MS Cluster server.

I have installed the MamExExchangeSv service on both cluster nodes and I have also clustered the service.

Additionally I have made sure that the DCOM rights for the Windows 2003 with SP1 are set not only on the Archive Manager server, but also on my MS Exchange cluster nodes.

However, when I simply try to add a mailbox for Direct Archiving in the Enterprise Manager I get an error saying:

Exchange can't register mailbox 'ALIAS' for direct archive! Error message:Registration returned code -1

When I run the DebugViewer on the MS Exchange server to catch the trace of this error, it will say that the PamExExchangeSv service is not started, although I can start it without problem:

[5280] exchangePAMExtensions >> RegisterDirectArchive >> csmail|srv_exchange|srv_exchange@cornerstone-systems.com|3||

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 26 / 81 [8164] exchangePAMEventSink >> DirectArchiveManager >> mBody >> False

[8164] exchangePAMEventSink >> DirectArchiveManager >> RegisterDirectArchive >> Error: -2147023834:The service has not been started.

[8164] >> CDO.Person.1

A: The problem is an insufficient level of trust for the user that runs the

MamExHandlerSv service over the COM+ Exoledb Session Factory component (App ID of {9DA0E0EA-86CE-11D1-8699-00C04FB98036} on the cluster

environment.

To solve the problem please follow the next steps:

- Open Component services console on the Active node of your MS Exchange clustered server,

- Expand DCOM Config node under My Computer

- Locate the component called {9DA0E0EA-86CE-11D1-8699-00C04FB98036} - Open its properties window and switch over to the security tab

- Set Customise for Launch and Activation permissions, and click the Edit button

- Add the super-user in the list

You will have to repeat these steps on second cluster node, too.

Read more about the Exoledb Session Factory component (App ID of {9DA0E0EA-86CE-11D1-8699-00C04FB98036} here:

http://msdn2.microsoft.com/en-us/library/ms878465.aspx

Public Folders Archiving Error

Q: I got an error message when I tried to archive public folder items with Archive Manager - Enterprise Manager. I'm attaching its screenshot.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 27 / 81 A: Please open MS Outlook and copy one archived message to the public folder. After doing that the error will not appear anymore.

Alerter : MAPI_E_NOT_ENOUGH_MEMORY error

Q: I have received from the Alerter the following notification:

Collection of errormessages (1)

20060726 12:19:20 PamExHandler: E103 Failed to archive the message. 0x800A0401 [Info: MBXID: 37 Action: 0 Flags: 52 EntryID: '0000000058D9A7A09FA49D449EA8FCF9A8331FF10700F78E8 B89ADD4E544B18A576F108B45200000001169940000F78E8B8

9ADD4E544B18A576F108B452000000012035D0000' ParentFolder: 'Statistik/Statistik 06/2005'] : PamMAPIServices: E103 Failed to archive message 0x80004005 PamMsgHandler: E115 Failed to create msg file. (Failed to write the message properties: 0x8007000E :

MAPI_E_NOT_ENOUGH_MEMORY)(Source:

"C:\PAM4Exchange\Projects\PamMsgHandler\MsgOperati ons.cpp"; Line: 306; Component: CMsgOperations::CreateMsg) 0000020B

End of collection (1)

A: It is possible that the e-mail has too many recipients (over 1000), that’s why you are getting this error message from the alerter and you are not able to archive such mail.

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Manage, Migrate, Archive, Store, Protect

Journal Account Error

Q: I am testing using journaling with Archive Manager and I am receiving an error when I try to archive a message either from Outlook or directly from Exchange Enterprise Manager. Is there anything special I need to do for journaling accounts?

A: Our email archiving solution is able to archive normal mailboxes, public folders and journal mailboxes, too.

You can archive your journal mailbox on a daily basis once you assign a normal archiving job to the journal mailboxes.

Since the jobs can be assigned to groups, you can create a special group that will have the journal mailboxes as members. If you open one Journal Mailbox, then please set this mailbox to be a member of this specific group. Then, after

synchronizing the group and the Journal Mailbox you will be able to assign a job that will not place the shortcuts on exchange for the items it archives from the Journal Mailbox. When you do not create shortcuts on MS Exchange it means that the emails will be archived and will not be able to be displayed in MS Outlook. This makes sense, of course, since the Journal Mailbox keeps a copy of all incoming and outgoing emails on your MS Exchange.

Due to the single instance that the HSM Store is based on, the users that will also archive their emails will not duplicate items into the HSM Store.

Journal mailbox sends out read reciepts when archived.

Q: I am using Archive Manager and when I archive my journal mailbox by job, it sends out read reciepts to my users. What should I do?

A: Background information

You can request a read receipt on any sent message. In this case the sender will receive a notification when the recipient has read the message (or deleted it without reading).

This can be a problem for archived messages, especially for journal mailboxes. Imagine the situation when there is a copy of the message in the journal mailbox and the user has requested a read receipt. Nobody reads the message in journal mailbox, so the read/unread status of the message never changes there – i.e. no notification is sent for it (please note that we are speaking about the copy, not the original

message).

When somebody deletes the message from the journal mailbox, the read receipt is sent for each deleted message (if it was requested) – the receipt shows that the message was not read.

However there is a feature (from the very beginning) which allows suppressing read receipts for deleted shortcuts. When a shortcut is deleted, before deletion a special method is called on the message: SetReadFlags. This function allows a combination of flags and thus controlling how read receipts should be handled.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 29 / 81 For more information see:

http://msdn.microsoft.com/en-us/library/cc815530.aspx

Technical information

There is a registry key available (HKLM\Heilig & Schubert\exchangePAM): SetReadFlagBeforeDelete (REG_DWORD)

This key (by default value 0) is used to reset the message before deleting it (this happens when the shortcut is deleted from the mailbox).

If you want to suppress the read receipt (this is sent when you delete the journal message - however the journal mailbox should not send it!) you need to set this registry key.

The following values can be used - or combination of them (see reference:

http://msdn.microsoft.com/en-us/library/cc815530.aspx

):

SUPPRESS_RECEIPT 0x00000001 CLEAR_READ_FLAG 0x00000004 GENERATE_RECEIPT_ONLY 0x00000010 CLEAR_RN_PENDING 0x00000020 CLEAR_NRN_PENDING 0x00000040

In your case setting to value SUPPRESS_RECEIPT is recommended. So the final value is 0x1.

SetReadFlagBeforeDelete = 0x1 (1 decimal)

After changing this registry key, you need to restart the MamMAPIServices and MamExHandler services.

Removing users from Active Directory but keeping their mailboxes

archived

Q1: What do you suggest we do? We'd like to remove some former employees from our Active Directory and delete the mailboxes in Exchange as well. We'd like to be able to get into their archived mail even after the accounts are removed from AD.

A1: When a mailbox is deleted from MS Exchange the shortcuts that point to the emails in the Archive (in the HSM storage) are removed from the MS Exchange Store.

From this moment on, Archive Manager is capable in marking them as "lost".

You will be able to see them in blue color in the Enterprise Manager tool (opened on the Archiver/Restorer view), on the Archive tab.

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 30 / 81 To be able to further use the archived emails from the profile that was deleted from MS Exchange you can right-click it in the Enterprise Manager tool and choose to Restore the lost items to option. Hereby, you will be able to transfer the original data or re-create the shortcuts to another profile you will choose, in some specific folder.

Q2: With the default settings, should I worry about the "lost" e-mail being deleted or will Archive Manager keep it until I choose to expunge?

A2: A lost item is an archived item, that has lost its reference (shortcut) on Exchange Server but which is not marked for deletion in HSM Store. Unless you mark it for deletion it won't be deleted even if its retention time expires. They are deleted only when the delete time expires.

In order to mark those files for deletion, you have to run a Shortcut Sync job. This job marks all items without references (shortcuts) for deletion, so they can be deleted from Store after their Retention Time expires. This deletion is done with the first Delete job that runs after retention time expiration.

General tab – Archiving settings

Q: When I enable archiving for a group on the GENERAL Tab, I can choose to archive files older than X number of days. But then I also need to assign a size for the mails to be archived. If I want to archive all emails older than X number of days, regardless of size, I assume that I just put the size to 1 B? Also on this tab, could you please explain why/when/advantage I should choose “Save message body as file”?

A: Put 0B as size criteria – this will mean no size criteria, in fact. Save message body as a file will put a copy of the .msg also in .txt format (or if desired, also .html) in the HSM Store. That is because we are considering the legacy aspect as well. Thus to make sure that the files can be read even after many years, we need to save a copy of the .msg in a format that is universal and long time supported.

Calendar archiving

Q: How do I include Calendars to be archived?

A: Archiving of calendar/contacts/tasks items has to be configured in two steps: I. Enable Calendar/Contacts/Tasks folder archiving

II. Enable calendar/contacts/tasks items archiving

I. Enable Calendar/Contacts/Tasks folder archiving

By default all default folders are excluded from processing so you need to include them by setting the following config key:

- Open PamExSchedulerSv.exe.config from C:\Program Files \Metalogix \MAM4Exchange \Services \PamExSchedulerSv

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 31 / 81 - Set the relevant config key to value “0”, i.e. GlobalExcludeCalendar key and/or

GlobalExcludeContacts key and/or GlobalExcludeTasks key II. Enable calendar/contacts/tasks items archiving:

Archiving of calendar items (IPM.Appointment), contact items (IPM.Contact) and task items (IPM.Task) is supported with some limitations. When a shortcut is created from such item, it becomes read-only which prevents further modification of the item. It can only be modified by Archive Manager Outlook Addin. If these items change

constantly, we recommend archiving these items with “Keep the original email” or “Delay shortcut creation” option (see “Retention tab” part of the manual). Please note that recurring appointments and tasks are not archived.

To enable archiving of calendar, contact and task items, the registry key

EnableOutlookItemsArchivation has to be set to value “1”. This key is to be found under

HKEY_LOCAL_MACHINE \ Software \ Heilig & Schubert \ exchangePam

Emails archived per day calculation

Q: I would like to have a look in the database and check how many emails are archived daily with my jobs. Could you give me an example of select statement which I could use?

A: The select statement under can be used to count from the EXCHANGEPAMDOCUMENTS table.

select datepart(yyyy,creationdate) 'year' , datepart(dy,creationdate) 'day', datepart(hh,creationdate) 'hour', count(*)

'mesage count' from TABLEOWNER.exchangepamdocuments group by datepart(yyyy,creationdate), datepart(dy,creationdate), datepart(hh,creationdate)

Notes:

 the TABLEOWNER must be replaced with the name of the SQL user that controls your Archive Manager database.

 the results will be listed in a 4-column chart

o the first column is the year the message was stored on.

o the second column is the day of the year the message was stored on

o the third column is the hour of that day the email was archive on

o the last column is the amount of email archived on the hour of that day attached file :(yyyy,creationdate) 'year' , datepart(dy,creationdate) 'day',

datepart(hh,creationdate) 'hour', count(*) 'mesage count' from TABLEOWNER.exchangepamdocuments

group by datepart(yyyy,creationdate), datepart(dy,creationdate), datepart(hh,creationdate)

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Cannot archive anymore - Timeout Expired

Q: I am experiencing a strange situation:

- I can retrieve any email archived so far and also restore the data - I cannot archive any email, though.

I've tried in more ways (with the Enterprise Manager from different users, with the Outlook Addin, with the HSM Tester)

As last the HSM Tester gave me a clue what could be wrong. If I try to archive a test file with this tool I get the following error message:

[708] "2" "2007-08-09 15:19:16.53" "2436" "2848" "E" "PamHSM" "IPamHSMMan" "0x00000000" "0x80040e31" "StoreFiles" "PamHSM: E241 One or more files could not be stored in HSM.

--- PamHSM: E240 A file could not be stored in HSM (File: Name :'TestFile.txt' Stream:'' Size :32830 MD5 :'84BA79335BF78C31CAC01657627F72B6' Type :0x0 FullPath: ''). ---

PamHSM: E191 Error executing a SQL-Command 'exchange.PAM_HSM_InsertFileFT', class 'DBInsertFile', param '0,<empty>,'TestFile.txt',1,0,0,32830,0,'84BA79335

BF78C31CAC01657627F72B6',<empty>,0'

--- Timeout expired --- Desc1= Timeout expired " "PamHSMMan.cpp" "3754"

I guess that I have a database problem. How can I fix it?

A: You should check the database Archive Manager is writing into.

Either the Transaction log is bigger than the MDF file or maybe you do not have enough space to store the data and transaction log files.

Make sure that the Data file and the Transaction Log do not have a restricted growth. As a plus to that, in the case your database is already few GB in size we recommend using a growth by 250 MB and not by percent.

Cannot restore archived mails/failed to save changes

B: When I try to restore a mailbox I get the following error message on most of the messages in the mailbox:

"28596" "2007-05-21 15:16:13.77" "5604" "16128" "E" "PamExHandler"

"IArchiverHandler" "0x800a0235" "0x00000000" "RestoreMessage" "PamExHandler: E150 Failed to restore message (0x800A0406) -- PamMAPIServices: E105 Failed to restore message 0x800A031E PamMsgHandler: E116 Failed to restore message (Failed to save changes: 0x80004005 )(Source:

C:\PAM4Exchange\Projects\PamMsgHandler\MsgOperatio ns.cpp ; Line: 2319; Component: CMsgOperations::RestoreMsgToFolder)" "ArchiverHandler.cpp" "2539"

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 33 / 81 A: This error says that Failed to save changes: 0x80004005 - this means that the .msg file was copied to the mailbox, but it can't be saved. It seems there is a mailbox limit on the mailbox.

Exchange Server went down, now Archive Manager Server reports

"Failed to read folders"

Q: In the middle of a manual archive our MS Exchange server booted (reason unrelated to Archive Manager). After the MS Exchange server rebooted I then did a shutdown and restart on the Archive Manager server. Archive Manager seems to boot up fine, but reports "Failed to read folders" whenever I try a manual archive - I do not believe that the scheduled archiving is running either.

To make sure that Archive Manager could see the MS Exchange server still, I loaded up Addressbook manager and ran the "check server availability" function, and everything reported OK. I then did a full Active Directory synchronization, and it worked as well so it seems I am still talking, yet still no results.

A: Please make sure that the MAMMAPIService is running and check the mailboxes connectivity in Enterprise Managers (Check Mailboxes window under Tools).

The reasons some of your mailboxes can not be opened could be either one of those listed under:

 those mailboxes are deleted ones in Exchange  those users have their profile disabled in Exchange  the users have their profile hidden in Exchange

 the super-user has no rights over the respective MS Exchange server where the mailboxes reside

 more likely the mailboxes are located in an Active Directory OU or CN where the Addressbook Manager is not yet allowed to synchronize.

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Enterprise Manager – Job archiving

Scheduled jobs not running

Q: Scheduled job doesn't seem to run. I can however manually archive the same group with no problem.

A: How do the jobs work:

1. The scheduled jobs start by timer and read your mailboxes in search for emails that fit the archiving criteria.

If any emails fitting the archiving criteria were found, they are notified in the EXCHANGEPAMDAPOOL table in the database (the Job Reporting or the so-called Pool Monitor dialog lists exactly what is in this table at the moment).

To open the Jobs Reporting click Enterprise Manager / Jobs tab / Job Reporting. The Pool monitoring dialog will pop up.

If you see any entries in there it means that your jobs RUN FINE, but they are only sending archive requests to the EXCHANGEPAMDAPOOL table in the database and nothing more.

2. The one that archives the files (while reading from the EXCHANGEPAMDAPOOL table) is the service called MamExDirectArchiveSv.

NOTE: You may be confused by the naming of the service MamExDirectArchiveSv. This service, although its name suggests, has absolutely nothing to do with the Direct Archiving feature of Archive Manager. This service is the one that basically archived the mails your jobs found as positive for being archived from your groups/mailboxes. What is the status of this service, is it started? If yes and the problem still persists, then you should maybe optimize a bit the DirectArchiving tunnings in the service config file.

Recommended values for some of the keys in the config file: <add key="sleeptime" value="60000" />

<add key="archiverthreadcount" value="20" /> <add key="msgbuffer" value="100" />

<add key="retrycount" value="5" /> <add key="retryinterval" value="60" /> <add key="debuglevel" value="0" />

Of course, it is necessary to restart the MAM services after you have changed the config file of the MamExDirectArchivSv service.

Further info can be found in our Best Practice very short manual.

Further issues to be checked:

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www.metalogix.com/Support sales@metalogix.net Metalogix Software 35 / 81 The backup time in the Enterprise Manager on the Jobs tab is a global one and applies to all of your jobs. The backup time is the interval of time during which NONE of your jobs will start.

This is what the Backup Time for the jobs means: NO ARCHIVING DURING THIS TIME. So if you have configured a backup time of 23h daily, the jobs will never start. Please double-check.

 Maybe it is the SQL Database. If it is not backed up, its log file size can be very large. To troubleshoot, see the Database section.

 Check if the MamExSchedulerSv service is started. It is responsible for starting the scheduled jobs.

 You can always check what the jobs do/did if you'll read the log files saved on the C:\Program Files\Metalogix\MAM4Exchange\Tools\Log\Protocols folder. Each job that started at least once has its own log here. If you do not see any log file, your jobs have never ever started.

 Another idea: if you are using the new forms now, maybe you've forgot to replicate them. This only applies if you have more than one information store in you MS Exchange environment.

To replicate a form you need to follow these few steps: - open the Outlook with any profile you please

- go Tools/Forms/Choose Form

- list from the Ogranizational Forms Library and click the Advanced button to see more details on the dialog

- locate the PamMessage oft file that is an IPM.Note message class (usually it should be the 4th one in the list)

- keep the SHIFT key pressed and double-click to load this item

- once loaded the form will look like an ordinary new message. Simply send it to one user from each information store in Exchange

With this you should have the forms replicated. You don't need to do it for all users (pick only one from each info store). You don't need to do it for all the MAM forms (picking the IPM.Note form to replicate, will immediately replicate all the other forms too).

Treshold job additional settings

Q: Can you tell me if you have configurable limits for Threshold job, because I would like to archive only emails over 2 MB older than 30 days.

A: Yes, we have. Please modify the MamExSchedulerSv.exe.config localed under C:\Program Files\Metalogix\MAM4Exchange\Services\PamExSchedulerSv

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ThresholdExcludeFolders Semicolon separated list of exclude folders defined for the threshold job. The syntax is the same as for normal exclude folders.

ThresholdMessageClasses Semicolon separated list of include message classes for the threshold job.

ThresholdMinimumSize Minimum size (in KB) of the email to include in the threshold processing. All emails smaller than the defined size are not archived.

ThresholdSortBy Threshold job sorts the email list depending on this key. 0 = sort by modification date, ascending

1 = sort by received date, ascending 2 = sort by size, descending

ThresholdMinDate Minimum age of email to include in the threshold

to archive files older than 30 days and bigger than 2MB your config file should contain these lines:

100% cpu usage on MAMMapiServices or MAMSchedulerSV

Q: I currently have 5 mailboxes set up in Archive Manager. There are 2 jobs (both set to run every minute) one for Sent Items and one for Threshold.

Every so often the MAMMapiService or the MAMSchedulerSV processes will start using 100% cpu and I'll need to restart the services.

Is there anyway to stop this happening?

A: Please do not schedule the jobs every minute. The job needs more than that only for reading. It actually reads the mailboxes in few minutes, then it starts archiving. If you start the job every minute, it means this process never finishes (not even having time to read)

The normal tuning for the jobs is:

 Normal archiving job: start once a day, in the evening

 Threshold job: start even less often... maybe once a week (in the weekend). If you want to archive Threshold-based only, then you can schedule it every day (but again, in the evening)

 Sent Items job: start more times a day (3 to 4 times)

NOTE: Read more about the jobs, settings and best practices in short “Best Practice manual” on our forum site.

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How to set a suitable Backup Time for Jobs

Q: I have setup a job to run once a day, which archives according to HSM default settings and I set a group to be archived during this job. The job seems to execute with no problems, however the program does not seem to be archiving or removing anything from the Exchange store.

I have tried manually starting the job using "Start Now!", and setting the scheduler to run in a few minutes. The job seems to run and the next execution time does get updated to the 11/03/05. But nothing is archived.

A: Please make sure you have chosen a suitable Backup interval for the defined job. Under Backup time you can specify during what time no job is supposed to be archiving emails, in order to enable database backup. Set it e.g. to 00:00:00 - 02:00:00.

Specific folder archiving only

Q: By using Create Folder tool, a specific folder can be created in mailboxes. Is it possible to define archiving only for these folders? (In the Enterprise Manager it is possible to Exclude certain folders from archiving, but how to explicitly Include only specific folders?)

A: This requires a custom script. See the forum

http://forum.metalogix.com/showthread.php?t=2794

Skipped Messages

Q: I have a peculiar problem lately, my archive jobs run fine (log files have no errors), yet in a set of emails being archived some messages are skipped. For instance, if I have 20 emails, I will have 10 archived and then next 4 skipped and the rest 6 archived.

If I run manual archive on skipped ones, they archive fine. If I re-run the job, the job runs fine (same job or new job) but still some remain unarchived.

A: It is all up to your settings in the Enterprise Manager for the scheduled archiving. Basically it is down to the archiving filter:

- on the Groups tab, if you double-click the group you are archiving from you will see 2 main filters: age and size. Mind the fact that this is an AND syntax. Thus if your 4 emails are smaller in size than the one you've set in the filter, they will not be archived, even if they are old. If you don't plan to do size filtering, disable it by assigning a 0B filter for your emails.

- on the Message class tab make sure that the message class of your 4 skipped messages is also notified.

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E114 Failed to split .msg file into attachments: Split result: 800A0201

Q: I am getting the following errors messages when archiving (via the Threshold job) on a couple of mailboxes. The sent items job seems to be ok and manual archiving seems ok too (I'm guessing I haven't found the email causing the problem yet):

20080209 11:17:14 PamExHandler: E114 Failed to split .msg file into attachments: Split result: 800A0201 [Info: MBXID: 19 Action: 0 Flags: 52 ParentFolder: 'Inbox'] -- PamExHandler: E141 Cannot split message into attachments. 00000213

How can I fix this problem?

A: The error message only says that a file can't be stored by Archive Manager into the HSM Storage. It doesn't really give the reason why this is happening. Do you get this error often in the PamLog000i.txt files?

If you've got this error message only once, it may be that the HSM Service was not available at the moment of the archiving.

The archiving jobs try more times to archive a file. So probably, if you've got this error only once, you don't need to investigate it any further, since the file was finally archived by the scheduled process.

However, please mind the fact that the Threshold archiving is not the kind of job you run together with others. It is usually scheduled once a week (maximum once a day, outside working hours). The Threshold job needs to calculate the size of the mailbox before archiving it. Therefore it is not recommended to schedule this job to run in the same time with other jobs.

It goes like this:

Normal archiving job:

 for archiving groups with users and public folders too  the main filtering can be done with this job

 to be scheduled to run once a day (or more times a day if really needed), preferably outside working hours

Threshold job:

 calculates the size of the mailbox first

 archives only big files, or only old files, or only last accessed files (setting to be done in the Scheduler config file)

Archive Manager Exchange Edition Troubleshooting