Here are common errors that can occur during the validation or operations of the email sensors. Errors during operations can be transient, and errors can occur if something has changed within the environment, tenant or mailbox.
Different error messages can be generated by different email sensor types depending on what is elevated and available from the specific protocol.
This message indicates that while communicating with Exchange servers, the web request timed out. This error can be transient but if it happens more than a few times consecutively then it indicates a server outage. If you frequently get these errors it can indicate that the network connection has too much latency.
This message is self-explanatory. There is a mailbox move in progress.
- You have disabled Exchange Web Services for the mailbox or for the Organization. Many CloudReady sensors utilize EWS for testing mailbox availability and health. And for cleanup. Re-enable EWS for the mailbox.
- The sensors is unable to query Autodiscover for the mailbox location. This can be due to proxy settings, incorrect password or other conditions.
- The account doesn’t have a mailbox provisioned for it or the provisioning of the mailbox isn’t complete yet.
Autodiscover for mailbox: ‘firstname.lastname@example.org’ failed. Please check the username and password
This message, during validation, indicates that the sensor can’t discover its mailbox configuration or location. Check the user name or password and that the autodiscover service is visible from where you are validating the sensor.
If there are proxies and especially proxy PAC or split proxy configurations, then ensure the proxy is visible for the Private Site (during operation) or for the desktop (during validation).
Depending on the sensor type (EWS, MAPI-over-HTTP, ActiveSync), make sure that there is valid licensed mailbox and that the protocol is enabled for accessing the mailbox.
This message is self-explanatory. Depending on the sensor and the protocol, the sensor may be able to detect that the password is expired. During operations, we recommend that sensor accounts be configured to not expire their passwords or you can leverage the PowerShell Management API to periodically reset the passwords.
This message is also self-explanatory. The account being used must have a valid licensed mailbox to using with a sensor.
This error message indicates that the sensor didn’t receive a reply to its test message during its operation and it timed out waiting for the reply. There’s a couple of things to check:
- You are testing mail queues and small test messages are sent to the Exoprise auto-responder at email@example.com. Make sure that the mailbox can send message to this address and that it isn’t blocked by your SPAM provider or outbound SMTP filter. Or don’t test mail queues.
- You have a slow outbound SMTP filter or slow SPAM provider. This can be a common case. You can adjust the alarms to only notify when this condition happens more times consecutively. You can also adjust the interval of the sensor. If you adjust the interval of the sensor to run less frequently then the sensor will wait longer for the reply.
- Microsoft periodically load-balances outbound and inbound mail processing servers as they expand Office 365. This can lead to transient mail queue performance problems. The best option is to deploy more email sensors and then setup aggregate alarms so you still know about bad conditions but only when it is happening across multiple CloudReady sensors at the same time.
- Lastly, the test message that is sent is very small (~500 bytes). If your SPAM or SMTP filter processor can’t handle this size of message at regular but infrequent intervals then you should talk to your provider and ask them to increase their capacity.
This error or other MAPI session related errors are generated during validation or deployment for the MAPI-over-HTTP sensor. The MAPI-over-HTTP sensor is currently in BETA and is far more dependent on your Outlook/MAPI configuration, deployment, installation, policies, proxies and many other factors. Here are some things to check:
- If you are using proxies and redirect your autodiscover and Office 365 access, make sure the Private Site is configured to use the correct proxy configuration and/or PAC file.
- Make sure Outlook isn’t broken on the machine. Microsoft frequently updates Outlook and sometimes it can cause the sensors to fail especially if a reboot is required or Oulook MAPI has been corrupted.
- Make sure Outlook is up-to-date or try re-installing Outlook and MAPI
- Make sure that the mailbox and autodiscover are configured correctly and can be seen from the computer and network where the validation or sensor is running. Again, this includes proxies for the autodiscover.
Email sensors will autodiscover for their mailbox and this error indicates that it can’t lookup a an autodiscover server. The sensor will try and assemble an autodiscover server name based on the email address that is specified. For example, firstname.lastname@example.org will assemble an autodiscover server name of autodiscover.domain.com and if the host can’t be found it indicates that there is a network problem or that the email address is incorrect.
This error indicates that the sensor was unable to open the OWA-based malibox page. The sensor will timeout after waiting 2 minutes to open the page, it won’t wait any longer.