Slide Index. Technical Support Training

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• Learning Objectives- Slide 3

• Product Overview- Slides 4 - 5

• Common Issues- Slides 6 - 7

• Troubleshooting Checklist- Slides 9 - 23

• Common Error Messages- Slide 24 – 29

• MessageStats Report Packs – Slides 30 - 36

• Prerequisites for Contacting Support- Slide 38

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Learning Objectives – How To Diagnose & Troubleshoot

• Upon completion of this lesson, the student should be able to:

• Understand the workflow of a MessageStats deployment

–

Troubleshoot common issues with the configuration and operation of

MessageStats.

–

Diagnose common issues with the configuration, gathering tasks and web

reports.

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Product Overview – Architecture

PRODUCTION ENVIROMENT Exchange Servers in Native or Mixed Modes Gathering MessageStats Gatherer MessageStats Database On SQL Server MessageStats Reports on Windows IIS Server Report Consumer via Web Browser

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Product Overview – Architecture

• Exchange Servers hold the message tracking information which the MessageStats

Gathering server collects along with information from Active Directory.

• MessageStats Gatherer – This typically hoses the MessageStats Console and Task

Execution Server components which are used for configuring MessageStats and

creating\editing gathering tasks executed by the Task Execution server.

• MessageStats Database – Information collected by the MessageStats Gatherer is stored

in the MessageStats Database.

• MessageStats Reports – The reports query information from the MessageStats

database to display statistics and information about the Exchange Organization

• A distributed installation of MessageStats is the most common installation scenario.

Typically this consists of the MessageStats Console, Task Execution, and Web Reports

components being installed on a single server with a the MessageStats database

residing on a remote SQL Server.

• The Task Execution component should always be installed on a server which is on the

same LAN as the SQL server where the MessageStats Database resides.

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MessageStats Workflow

• The basic MessageStats workflow.

1. Information is gathered from Exchange Servers and

Active Directory.

2. It is processed by MessageStats and stored in the

MessageStats database.

3. Reports are used to view the information to show

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Common Issues

• See the MessageStats Release notes for a complete list of known issues.

• After Download MessageStats documentation can be found in the Documentation folder which comes with the MessageStats download.

• Documentation can also be found at https://support.quest.com/Default.aspx.

1. Go to the link above and login to the Support website.

2. Then under “Find Support by Product” enter MessageStats and click on the search button.

3. Select the Documentation tab – here you will find a list of the product documentation for the core MessageStats product.

– Documentation for the Report Packs only comes with the MessageStats download and can be found

under the “Platforms” folder , under each of the various report packs folders. (Each report pack has its User Guide and a set of Release Notes).

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Troubleshooting Checklists

• Since MessageStats is an agentless application much of what MessageStats does to gather the information which it reports one is very dependent on MessageStats having the correct permissions along with the ability to connect to remote servers (Exchange and SQL).

• When trying to diagnose a task error view the task logs in the MessageStats console to determine what the error\issue is.

– Does the error reference an Exchange Server, the MessageStats Console\Task Execution server or Database Server

• After identifying an unrecognized error search the KB for related articles.

• Verify the version of Exchange and the needed permissions.

• Enable trace logging and re-run the gathering in which the error\warning is occurring.

• Troubleshooting tools

– MFC Mapi (can be found on the Microsoft Codeplex website) Used for trouble shooting Mapi issues.

– Exchenum – command line utility that ships with MessageStats and is used to run gathering tasks without writing the information to the MessageStats database. Can be output to a text file.

– Network Monitor – available from Microsoft to capture network traffic to help diagnose communication issues between MessageStats and other servers.

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Troubleshooting Checklists

Microsoft Exchange Rights and Permissions required for the service account used for Task Gatherings • https://support.quest.com/Search/SolutionDetail.aspx?id=SOL36900

What permissions are required to connect to a Exchange 2010 Organization • https://support.quest.com/Search/SolutionDetail.aspx?id=SOL71345

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MFC Mapi

MFC Mapi can be used to determine if Mapi is functioning correctly on the MessageStats server and that the server account being used can properly connect to the Exchange Organization.

Some of the things this can help determine is.

• The account being specified to connect to the Exchange Organization is valid. • Connection to the CAS server is possible.

• Connection to the Mailbox server is possible. • Permissions for the Service Account are correct. To use MFC Mapi -

• While logged in as the MessageStats service account. 1. Launch MFC Mapi.

2. Select – Session and Logon and Display Store Table.

3. Click on New (This will now take you through the process of creating a Mapi profile). 4. Make sure “Microsoft Exchange Server” is selected. Click Next.

5. Name the profile. Click Next.

6. Specify the Exchange server which you are trying to connect to on which the service account mailbox resides. (For Exchange 2010 specify a CAS server). Click Next.

7. Click Next again and Finish.

8. Select the profile you just created and click on OK.

9. If the initial connection is established you should see Public Folder and Mailbox – name in the middle pane.

• To verify the mailbox can be accessed – double click on the Mailbox – Name. • Expand Root Container

• Expand Top of Information Store. • Double Click on the Inbox.

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MFC Mapi

To verify access to an Exchange Information Store do the following – 1. Launch MFC Mapi.

2. Select – Logon Only (Does not Display Stores)

3. Click on New (This will now take you through the process of creating a Mapi profile). 4. Make sure “Microsoft Exchange Server” is selected. Click Next.

5. Name the profile. Click Next.

6. Specify the Exchange server which you are trying to connect to on which the service account mailbox resides. (For Exchange 2010 specify a CAS server). Click Next.

7. Click Next again and Finish.

8. Select the profile you just created and click on OK. 9. Select MDB and choose “Get Mailbox Table”

10. Enter the name of the mailbox server in the Server Name box. Click OK.

11. If no error is encountered this will show a list of all mailboxes associated with all Information Stores on the specified Exchange server.

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Exchenum

Exchenum is a command line utility which can be used to diagnose gathering issues. Login to the MessageStats server as the MessageStats service account.

Open a command prompt and browse to C:\Program Files (x86)\Quest Software\MessageStats (64bit) OR C:\Program Files\Quest Software\MessageStats (32 bit).

If you are gathering information for and Exchange 2003\2007 exchange server – 1. Type exchenum and hit enter

2. Enter an object type, i.e. – mbs for mailboxes (this will list all the mailboxes on the exchange server). 3. Enter a server name (make sure this is the NetBIOS name of the exchange server not the FQDN or IP),

i.e. – e07

To output the information to a test file you have to specify the entire command in one line. For example exchenum mbs e07 > mbs.log

This will capture a list of mailboxes for the Exchange Server named e07 to a text file called mbs.log

If you are gathering information for an Exchange 2010 server the command is a little bit different and will need to be specified all at once. For example –

exchenum mbs e10a /c:e10 /m:qmsman

This will capture a list of mailboxes from the exchange server named e10.

To establish the connection to this server a connection to a CAS server has to specified, this is done by the /c:<CAS_SERVER_NAME> switch.

A mailbox needs to be specified as well to establish the connection, this is done by the /m:<service_account_mailbox_name> switch.

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Enable Trace Logging

1. Right Click on a gathering task and choose "Properties“ The task properties window will open. 2. Click next until you arrive at the "Task Logging" screen.

3. Uncheck "Use Default Configuration" 4. Using the drop down box select "Trace" 5. Click “Next” and complete the wizard.

6. Re-run the gathering task by either waiting for the next gathering to run at it’s scheduled time.

7. Or if you want to re-run the gathering now – Right click on the gathering task and choose “Run Now with Override”.

****NOTE****

When trace logging is enabled the extra information recorded in the application logs cannot be viewed through the log viewer which is built into the MessageStats Console.

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Gathering Task Logs

After choosing to save the task log files you will be asked for a location to save the task log files. Log files will be automatically saved in a zip file.

Use the MessageStats Log Viewer (need to put this in a general location on the network so people can find it then provide the path here).

Trouble Shooting Tip

If there is no option to save the task log file check the C:\Program Files (x86)\Quest Software\MessageStats\Application Logs (64bit) or C:\Program Files\Quest Software\MessageStats\Application Logs (32 bit) to see if the task logs are being created. Sort by date and see when the last log file was created. If no recent logs have been created here is a couple of things to check:

1. Open the MessageStats console, expand “Task Execution Servers” and right click on the task execution server and choose properties (if these is more than one select the one running the task. Select the “Task Logging Paths” tab and check the location you are searching for the log files in is correct and that it exists on the server.

2. If the path is correct and no log files are being created make sure the account running the task is a Local Administrator on the Task Execution Server and that is has sufficient rights to write to the directory specified in the “Task Logging Paths” tab.

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Viewing Task Logs

Task logs are named by Date (Year Month Day) Time (Hour Second Minute) {GUID} 20120328 165707 {8CB33032-1B13-45FD-8236-8B68FE9F59CA}.log

When there is more than one task log for a task you will need to view each one individually to see what information it contains in regards to warnings and errors.

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Viewing Task Logs

• The GUID is used by MessageStats to reference data about the task within the MessageStats Database • When there is multiple log files for a task they are ordered oldest to newest in descending order.

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Viewing Trace Log Files

To view trace log files you need to use the MessageStats Log Viewer.

1. Collect the log files from the gathering task in which Trace logging was enabled.

2. Extract the zip file which contains the log files into the directory where the log viewer resides. 3. Select all and drag the log files into the Log Viewer window.

4. From here you can look through the log files to find more information about the issue you are trying to diagnose.

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Common Error Messages

–

Web Reports - Error Unable to connect to the database. You may need to use

SQL Authentication to connect to the database server. – SOL3553

–

"MAPI_E_FAILONEPROVIDER" when connecting to the Exchange

Organization or when running gatherings. – SOL11952

–

Failed to remotely gather the database copy status using PowerShell. –

SOL68923

–

Error: "Unable to connect to Exchange organization“ – SOL86741

–

When running a Tracking log gathering you receive warnings that read: "Out

of xx files 0 were eligible“ - SOL72190

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Common Support Scenarios

• Tracking logs not shared on Exchange servers (All Exchange 2003 servers, Hub and Edge Server for Exchange 2007 and 2010).

– Unable to connect to Exchange Organization after installing MessageStats

– How to Configure MessageStats after installation.

– How to manually create the MessageStats v7.1 Database on both clustered and non-clustered SQL 2005 and SQL 2008 Servers

– How to upgrade MessageStats from 6.5.1 or newer to the latest version of MessageStats.

– How to move the Console, Service, Tasks and Reports components for when there is at least one report pack installed and one or more MessageStats components are being upgraded to a newer version

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Common Support Scenarios

• Tracking logs not shared on Exchange servers (All Exchange 2003 servers, Hub and Edge Server for Exchange 2007 and 2010).

• Exchange Tracking log gathering will show a warning - "Out of xx files 0 were eligible“

• Check the UNC stated in the warning from the run command to see if it is accessible from the MessageStats server. • Check that the Message Tracking folder is shared on the Exchange servers.

• KB articles to help trouble shoot the issue –

• What happens during a tracking log gathering? - https://support.quest.com/Search/SolutionDetail.aspx?id=SOL88121 • How to enable/disable message tracking in Exchange 2007 for MessageStats -

https://support.quest.com/Search/SolutionDetail.aspx?id=SOL38811

• Tracking logs for Exchange 2007 -

https://support.quest.com/Search/SolutionDetail.aspx?id=SOL36836 • How to share out the Message Tracking logs for Exchange 2010. -

• When running a Tracking log gathering you receive warnings that read: "Out of xx files 0 were eligible“ - https://support.quest.com/Search/SolutionDetail.aspx?id=SOL72190

• Unable to connect to Exchange Organization after installing MessageStats

• Look at the related error in the log

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Common Support Scenarios

• How to Configure MessageStats after installation.

• Recommended Gathering Configuration -

https://support.quest.com/Search/SolutionDetail.aspx?id=SOL82820 • Video- How do I configure MessageStats after it is installed -

• How to manually create the MessageStats v7.1.0 Database on both clustered and non-clustered SQL 2005, SQL 2008 and SQL 2012 Servers

• https://support.quest.com/SolutionDetail.aspx?id=SOL104148&pr=MessageStats

• How to upgrade MessageStats from 6.5.1 or newer to the latest version of MessageStats.

• https://support.quest.com/Search/SolutionDetail.aspx?id=SOL84170

• After the password changes on the MessageStats Service Account, all gatherings are failing, why?

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Common Support Scenarios

• Video- How to Install MessageStats 6.9 (Please note that this video will cover the 6.10, 6.10.1, 7.0 and 7.1 installations of MessageStats as well)

• How to move the Console, Service, Tasks and Reports components for when there is at least one report pack installed and one or more MessageStats components are being upgraded to a newer version

• https://support.quest.com/Search/SolutionDetail.aspx?id=SOL85975 • How to move the MessageStats Database from one SQL server to another.

• https://support.quest.com/Search/SolutionDetail.aspx?id=SOL60790 • How to move a complete MessageStats installation to new hardware

• How to move the Console, Service, Tasks and Reports components or when there is at least one report pack installed, but the versions of MessageStats and the reports packs being installed to the new server are the same as those on the old server

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MessageStats Report Packs

• MessageStats comes with several report pack add-ons. The most

common ones used are –

–

OWA Report Pack

–

Windows Mobile Report Pack

–

OCS\Lync Report Pack

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MessageStats Report Packs

OWA Report Pack –

• The MessageStats Report Pack for OWA provides webmail-specific reports that are integrated into the core MessageStats Reports interface. The report pack allows you to gather information about OWA logons and service delivery in large-scale Exchange organizations.

Windows Mobile Report Pack

• The MessageStats report pack for Windows Mobile allows you to gather data from Exchange ActiveSync servers and view reports about your mobile infrastructure, Windows Mobile users, and mobile devices. OCS\Lync Report Pack.

• The MessageStats Report Pack for OCS/Lync Server extends MessageStats by adding the ability to gather usage data from Microsoft Office Communications Server and from Lync Server deployments.

Blackberry Report Pack

• The MessageStats Report Pack for BlackBerry expands the core capabilities of MessageStats to include relevant statistics for monitoring the Exchange environment for data transfer to and from handheld devices.

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MessageStats Report Packs

Complete list of Report Packs

• Archive Manager

• Blackberry

• Lotus Notes

• Microsoft Online

• OCS\Lync

• OWN

• Sendmail

• Windows Mobile

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Blackberry Report Pack Common Issues

• Video - How to Install the BlackBerry report pack

• How to Connect to your BlackBerry Environment so you can start collecting data.

https://support.quest.com/Search/SolutionDetail.aspx?id=SOL89263 • Permissions required for MessageStats Report Pack for Blackberry.

https://support.quest.com/Search/SolutionDetail.aspx?id=SOL83185 • Blackberry Report Pack Reports duplicate users in reports.

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Windows Mobile Report Pack Common Issues

• How to configure the Windows Mobile Report Pack

• MessageStats Windows Mobile device task fails when run on 64 Bit Machine

• Windows Mobile Devices Gathering error "The Windows PowerShell snap-in 'Microsoft.Exchange.Management.PowerShell.Admin' is not installed on this machine"

• Error: "The following error occurred while initializing the Exchange PowerShell snapin...“

• Error occurred while trying to normalize the user account name '<username>'. This account will not be normalized to the DOMAIN\User format.

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OWA Report Pack

• How to configure the OWA Report Pack

• When running the IIS Log File OWA gathering task the following error may be displayed - Invalid Namespace

• Error occurred while trying to normalize the user account name '<username>'. This account will not be normalized to the DOMAIN\User format.

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OCS\Lync Report Pack Common Issues

• How to configure the Lync Report Pack to connect to an Lync Pool

• OCS/Lync Report Pack Can not connect to Pool: "Error in creating SQL linked server. Quest software does not support the installation of the MessageStats database on the same SQL server instance as the Archive and/or CDR database “

• Permissions required for MessageStats Report Pack for OCS/Lync Server

• Can I use the OCS / Lync Report Pack without a CDR Database.

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Prerequisites

for

Contacting

Support

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• Problem Description

• Diagnostic logs, screenshots, etc.

• Environmental details (system versions, physical/virtual

hardware, High Availability, architecture, etc.)

• Issue severity and business impact, timeframes, etc.

• If a performance issue, provide specific details as specified in

the Notes section of this slide.

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