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Email Sensor Errors

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.

The Exchange Web Service request timed out after 30 seconds. The request failed. The operation has timed out

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.

Validation was not successful: Loading the starting URL resulted in an unexpected unrecognized screen on https://outlook.office365.com/owa/languageselection.aspx
This message indicates that the account being used for the OWA sensor has not chosen the language yet. When setting up new accounts for use with Outlook Web Access, you must manually choose the language just for the first time prior to configuring a sensor.
Exception caught during login. Exception: [ServiceResponseException] Mailbox move in progress. Try again later., Cannot open mailbox.

This message is self-explanatory. There is a mailbox move in progress.

Validation was not successful: Sensor validation failed: The URL property on the Exchange Service object must be set.
This message during validation indicates that the sensor setup can’t read or discover the Exchange Web Services URL for communicating with the mailbox. This can be due to a number of different reasons:
  • You have disabled Exchange Web Services for the mailbox or for the Organization. Many CloudReady synthetic sensors utilize EWS for testing mailbox availability and health. And for cleanup. Re-enable EWS for the mailbox.
  • The sensors are 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.
Attempt to autodiscover the Exchange Web Services URL resulted in a 401 Unauthorized response. Please check your email address and password.
Autodiscover for mailbox: ‘xxxx@domain.com’ 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.

Your password has expired. You must log on and reset your password and update this sensor’s configuration with the new password.

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.

Exception caught during login. Exception: [ServiceResponseException] An internal server error occurred. The operation failed., Mailbox ‘xxxx’ doesn’t have a valid license.

This message is also self-explanatory. The account being used must have a valid licensed mailbox to using with a sensor.

No response or reply to the test email was received. This indicates a problem with your email message delivery service

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 exomail@exotester.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 synthetic 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.
Error in IMAPISession::OpenMsgStore: MAPI_E_LOGON_FAILED ulVersion: 0 Error: The information store could not be opened. Component: MAPI 1.0 ulLowLevelError: 0 ulContext: 646

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:

  1. 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.
  2. 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.
  3. Make sure Outlook is up-to-date or try re-installing Outlook and MAPI
  4. 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.
Exception caught during login. Exception: [SocketException] No such host is known

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, email@domain.com 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.

120 second timeout opening https://outlook.office.com/owa/

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.

Timed out waiting for compose message page
This error indicates that the sensor couldn’t begin composing an OWA test message to our autoresponder. Usually the cause is a timeout starting the compose window or that the mailbox page was never fully loaded.
Error 6 (SSL handshake failed) loading https://outlook.office.com/owa/
This message indicates that sensor couldn’t negotiate the SSL connection to OWA. This can be due to an interruption in the connection, network or OWA service. Possibly, the certficate store on the computer running the site and sensor may need updating if you are blocking root certificate updating.
HTTP 503 (Service Unavailable) error response for https://outlook.office.com/owa/
This error is from the IIS or Web servers that front the Exchange servers or CAS arrays indicating that the servers are unavailable. If you get this message repeatedly then an outage is occurring.
HTTP 302 (Found) error response for https://outlook.office365.com/owa/auth/errorFE.aspx?httpCode=500
This error is from the IIS or web servers and indicates a redirection and error from the server during OWA page processing.
HTTP 500 (Internal Server Error) error response for https://outlook.office.com/owa/auth/errorfe.aspx?httpCode=500&msg=2555873610&owaError=Microsoft.Exchange.Data.Storage.MailboxInTransitException&owaVer=15.20.1080.18&be=CXXXX3&ts=XXX&fe=XXX&reqid=XXX&creqid=&cid=&inex=Microsoft.Mapi.MapiExceptionMailboxInTransit&rt=Form15&et=DefaultPage&pal=0&dag=XXX&forest=XXX&te=1&refurl=XXX
This error is an internal error message from the Exchange servers indicating that the mailbox is in transit during the sensor run. This error should be transient but if it persists then it indicates a problem with the mailbox and you should contact Microsoft support.

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