Section 1 - Help Centre

This section provides useful help and tips over and above the formal support manual sections 2 through 18.

1.4 Troubleshooting MS Exchange mail level backup

1. Product Version: OBM


2. Operating System: Windows


3. Problem Description: Problem occuring when attempting to create or run a Brick Level backup job.




Table of contents:



• Exchange Server 2003


• Exchange Server 2007 and 2010


• Exchange Server 2013


• For issue related to Exchange permisson setting

Microsoft Exchange Server 2003

Back to top

• OBM installation:



Did you install OBM on the Exchange server with mailbox role?

Important: For version 6.9.2.0 or above, OBM 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 OBM 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 OBM 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 OBM version 6.9.2.0 or above - [Online Backup Manager %os_username%]
• For OBM version pre-6.9.2.0 - [Online Backup Manager]







• Click [Next] and [Finish].
• Confirm if the MS Exchange permisson settings are configured correctly.


• Java crash



Did OBM 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 OBM in debug mode to confirm if there is any Java crash error displayed.

Refer to 1.5 How to start OBM / ACB in debug mode? for instruction.

Important: For instruction on how to properly setup your MS Exchange mail level backup, refer to Section 16 for details.

Microsoft Exchange Server 2007 / 2010

Back to top

• OBM installation



Did you install OBM on the Exchange server with mailbox role?

Important: For version 6.9.2.0 or above, OBM 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
>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 afterwards.


• 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 following security groups:




• Exchange Server 2007


• Microsoft Exchange Security\Exchange Organization Administrators
• Microsoft Exchange Security\Exchange Servers
• Users\Domain Admins


• Exchange Server 2010


• Microsoft Exchange Security\Organization Management
• Users\Domain 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




• Remote shell enabled




Is the Remote Exchange Management Shell enabled for account for backup?
Important: This requirement only applies to Exchange 2010 Server.

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 2010 enables you to manage your server running Exchange 2010.




• Mailbox enabled



Is the account for backup mailbox enabled?

Perform the following procedure:




• 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).





• 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 OBM 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 OBM 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 OBM 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 OBM version 6.9.2.0 or above - [Online Backup Manager %os_username%]
• For OBM 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 OBM's MAPI profile.
  
  Remove the corresponding MAPI profiles temporarily, then re-create the MAPI profile for OBM with the steps provided above.

  
  
  
  
• OBM version



What version of OBM 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.






• Java crash



Did OBM 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 OBM in debug mode to confirm if there is any Java crash error displayed.

Refer to 1.5 How to start OBM / ACB in debug mode? for instruction.

Important: For instruction on how to properly setup a MS Exchange mail level backup set, refer to the Section 16 for details.

Microsoft Exchange Server 2013

Back to top

• OBM installation
  

  Did you install OBM on the Exchange server with mailbox role?
  
  Important: OBM must be installed on the Exchange server hosting the database (e.g. Exchange server with mailbox role).

  
  
  
  
• OBM Version
  

  Please ensure the latest version of the OBM is installed.
  
  You can download the latest version from Section 1.1, and install over any existing installation.

  
  
  
  
• Mailbox access permission
  

  Did you grant 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:
    >Get-Mailbox | Add-MailboxPermission -User "%os_username%" -AccessRights FullAccess
    Note %os_username% is the username of the OS 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 of the following security groups:

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

  To check on the current settings:

  • 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.
  
  
  
• Remote shell enabled
  
  

  Is the Remote Exchange Management Shell enabled for the account used to backup?
  To check on the settings:

  • 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.
  
  
  
• Mailbox Enabled?
  
  

  Is the account for backup mailbox enabled?
  
  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/libr ... 50%29.aspx

  
  
  
  
• 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.

  
  
  
  
• Collaboration Data Objects (CDO) 1.2.1 version
  
  

  Did you install the latest version of Collaboration Data Objects (CDO) on the corresponding Exchange server?
  
  Un-install the existing CDO installation, and then re-install the newest version of MapiCdo, which can be obtain at:
  
  http://www.microsoft.com/en-gb/download ... x?id=42040

  
  
  
  
• 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' service:
  
  

  
  
  
  
• LAN Manager authentication level
  
  

  What is the LAN Manager authentication level configured on the Exchange server?
  
  To check on the setting:
  

  • Click [Start], [Control Panel], [Administrative Tools], and then click [Local Security Policy].
    
    
  
  
  • Under [Security Settings], expand [Local Policies], [Security Options], [Network security: LAN Manager authentication level].
    
    
  • Ensure that the setting is configured to use NTLMv2, for example:
    
    
    • Send NTLMv2 response only
    • Send NTLMv2 response only. Refuse LM
    • Send NTLMv2 response only. Refuse LM & NTLM
  
  
  
  
  
  
  
• Connection to Exchange Management Shell (EMS) or Exchange Management Console (EMC)
  
  

  Confirm on the connection to the Exchange Management Shell (EMS) or Exchange Management Console (EMC).
  
  Ensure that the HTTP binding on the Default Web Site in Internet Information Services (IIS) is correctly configured:
  
  

  • Click [Start], [Control Panel], [Administrative Tools], and then click [Internet Information Services (IIS) Manager]
    
    
  • Navigate to [Default Web Site], right-click, and then click [Edit Bindings].
    
    
    
    
  • Create a new binding that has no host name and a value of All Unassigned for the IP address.
    
    
    
    
  • Restart IIS.
  
  
  
  
• .NET Framework 3.5 Features
  
  

  Is the .NET Framework 3.5 Features installed?
  
  To install the feature:
  
  

  • In [Server Manager], click [Manage] and then select [Add Roles and Features].
    
    
  • On the [Select installation type] screen, select [Role-based or feature-based installation].
    
    
  • Select the target server.
    
    
  • On the [Select features] screen, check the box next to [.Net Framework 3.5 Features].
  
  
  
  
  
  
• Windows PowerShell 2.0 Engine
  
  

  Is Windows PowerShell 2.0 Engine installed?
  
  To install the feature:
  
  

  • In [Server Manager], click [Manage] and then select [Add Roles and Features].
    
    
  • On the [Select installation type] screen, select [Role-based or feature-based installation].
    
    
  • Select the target server.
    
    
  • On the [Select features] screen, check the box next to [Windows PowerShell 2.0 Engine].
  
  
  
  
  
  
• Messaging Application Programming Interface (MAPI) profile setting
  
  

  Is the MAPI profile in use configured properly?
  
  Pay attention to the 'PR_PROFILE_RPC_PROXY_SERVER' property, ensure that the property is not corrupted or empty. Perform the following procedure:
  
  

  • Download the MFCMAPI executable (MfcMapi.exe).
    
    
  • Open the Microsoft Exchange Server MAPI Editor.
    
    
  • Select [Profile], and then [Show profiles].
    
    
  • Double click on the [Online Backup Manager %username%] profile:
    
    
    
    
  • Double click on the [Microsoft Exchange Server]:
    
    
    
    
  • Select the provider with the [PROVIDER_UID] that is [13DBB0C8AA05101A9BB000AA002FC45A] and single click it:
    
    
    
    
  • At the bottom windows, double click the property [PR_PROFILE_RPC_PROXY_SERVER]:
    
    
    
    
  • Ensure that the internal hostname of the Exchange server is listed there (and is correct). To confirm on the hostname, you can enter the command:
    
    >Get-OutlookAnywhere | ft InternalHostname
    
    
    
    
  • Restart the OBM client software afterward.
  
  
  
  
• 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 OBM's MAPI profile.
  
  Remove the corresponding MAPI profiles temporarily, then re-create the MAPI profile for OBM with the steps provided above.
  
  
  

• 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].
    
    
  • (If there is an existing profile) Right click on the profile, select [Delete Profile].
    
    
  • Click [Actions], and then [Create profile].
    
    
  • Enter the profile name [Online Backup Manager %os_username%]:
    
    
    
    Note: %os_username% is the username of the operating system account for backup.
    
    
  • Right click on the profile, select [Services], then [Add service]:
    
    
    
    
  • Enter MSEMS for the service name, and un-check the box [Display service UI], then [OK]:
    
    
    
    
  • Double click the newly created profile:
    
    
    
    
  • Double click on the [Microsoft Exchange Server]:
    
    
    
    
  • Select the provider with the [PROVIDER_UID] that is [13DBB0C8AA05101A9BB000AA002FC45A] and single click it:
    
    
    
    
  • Click [Property] and [Additional Properties]:
    
    
    
    
  • Click [Add] and add the following properties:
    
    
    • PR_CONVERSION_PROHIBITED
    • PR_PROFILE_UNRESOLVED_NAME
    • PR_PROFILE_UNRESOLVED_SERVER
    • PR_PROFILE_RPC_PROXY_SERVER
    • PR_PROFILE_RPC_PROXY_SERVER_FLAGS
    • PR_PROFILE_RPC_PROXY_SERVER_AUTH_PACKAGE
    • PR_PROFILE_AUTH_PACKAGE
    
    Enter the name of each property in the [Property Tag] field, then click [OK] (you can ignore the other fields for now, you will configure them in the next step):
    
    
    
    Perform the same one by one, then click [OK] at the end:
    
    
    
    
  • Configure each property one by one:
    
    
    • Property: PR_CONVERSION_PROHIBITED
      Value: True
      
      At the bottom windows, double click [PR_CONVERSION_PROHIBITED], click on [Boolean], then [OK]:
      
      
      
      
    • Property: PR_PROFILE_UNRESOLVED_NAME
      Value: mailbox alias
      
      This is the mailbox alias of the operating system account configured for the backup set.
      
      Double click [PR_PROFILE_UNRESOLVED_NAME], enter the mailbox alias of the OS account for backup, for example 'administrator':
      
      
      
      
    • Property: PR_PROFILE_UNRESOLVED_SERVER
      Value: The personalized server id
      
      This is the value retrieved from Autodiscover, in the format GUID@domain. For example, F5FA2827-5978-43cd-8FA8-E07BC3BB5591@vsl-net.com
      
      Retrieve the GUID with the following command:
      
      >Get-mailbox %os_username% | ft name,ExchangeGUID
      
      
      
      Note: %os_username% is the username of the operating system account for backup.
      
      Double click [PR_PROFILE_UNRESOLVED_SERVER], enter the personalized server id:
      
      
      
      
    • Property: PR_PROFILE_RPC_PROXY_SERVER
      Value: FQDN of your Client Access Server.
      
      Double click [PR_PROFILE_RPC_PROXY_SERVER], enter the fully qualified domain name of the Exchange server with Client Access Role:
      
      
      
      
    • Property: PR_PROFILE_RPC_PROXY_SERVER_FLAGS
      Value: PRXF_ENABLED (0x1) (if SSL is not required)
      Value: PRXF_ENABLED (0x3) (if SSL is required)
      
      Double click [PR_PROFILE_RPC_PROXY_SERVER_FLAGS], enter 1 or 3 in the [Unsigned Decimal] field in accordance to your setup:
      
      
      
      or
      
      
      
      
    • Property: PR_PROFILE_RPC_PROXY_SERVER_AUTH_PACKAGE
      Value: RPC_C_HTTP_AUTHN_SCHEME_NTLM (0x2)
      
      Double click [PR_PROFILE_RPC_PROXY_SERVER_AUTH_PACKAGE], enter 2 in the [Unsigned Decimal] field:
      
      
      
      
    • Property: PR_PROFILE_AUTH_PACKAGE
      Value: RPC_C_AUTHN_WINNT (0xA)
      
      Double click [PR_PROFILE_AUTH_PACKAGE], enter 10 in the [Unsigned Decimal] field:
      
      
      
      
    • Property: PR_PROFILE_CONNECT_FLAGS
      Value: CONNECT_USE_SEPARATE_CONNECTION (0x4) | CONNECT_IGNORE_NO_PF (0x8000)
      
      Double click [PR_PROFILE_CONNECT_FLAGS], enter 32772 in the [Unsigned Decimal] field:
      
      
  
  
  
  • Try re-creating the backup set again in OBM to see if the problem persist.
  
  
  
  
• Java crash
  

  Did OBM 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 OBM in debug mode to confirm if there is any Java crash error displayed.
  
  Refer to 1.5 How to start OBM / ACB in debug mode? for instruction.
  
  

Confirm if the MS Exchange permisson settings are configured correctly

Back to top

• Open the MAPI editor, select Session then [Logon and Display Store Table]:
  
  
  
  
• Select the [Online Backup Manager Administrator] profile:
  
  
  
  
• MAPI will display both the Mailbox and Public Folder Store:
  
  
  
  
• Select [MDB], and then [Open Other Users Mailbox]:
  
  
  
  
• Select the affected user mailboxes to verify if it can be opened with the current permission setting:
  
  
  
  
• Press [OK] to open the selected user mailbox:
  
  
  
  
• Once the user mailbox is opened, ensure the contents of the mailbox folders, such as Inbox, Sent Items, or Drafts can be displayed:
  
  
  
  
• 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).



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