What could be the cause when the access to the Microsoft Exchange server is not possible, for example public and private Outlook contact folders cannot be added to the XPhone Connect Directory or Virtual Directory, calender synchronization between the XPhone and Exchange server does not work or you cannot access your Voicemail via MAPI?
After you went through the MAPI configuration settings according to our manuals, check the following for a solution:
Tips for every Exchange server version:
- It's required to have the newest XPhone Server version installed (see http://www.c4b.com/ under SERVICE > SOFTWARE DOWNLOAD)
- Make sure you have the newest Service Pack installed on your Microsoft Exchange server and no further updates pending
- If there are more Exchange servers with different versions in use at one time, because of a currently ongoing Migration (for example to Exchange 2016), you need to finish the Migration before the MAPI configuration
- If you can see the error "MAPI_E_FAILONEPROVIDER" in the mapping configuration of your MAPI-datasource in the XPhone Connect Directory or in Windows Event Viewer, please note the following article:
- The XPhone Server service accounts needs to be a member of the domain of the Exchange server where the contact folders are to be added from
- The machine on which the XPhone Server is running needs to be a member of the domain of the Exchange server where the contact folders are to be added from
- Make sure you changed the service account in the "XPhone Connect Server Manager" or "XPhone Server Service Manager" respectively. Change the service account via the XPhone Server Manager back to "LocalSystem", restart the service and then switch back to your MAPI account
- A mailbox for the XPhone Server service account on the Microsoft Exchange server is mandatory
- The service account needs to be configured in a way that it is displayed in the Exchange address list (Global Address List, GAL). It must not be hidden (see Exchange server configuration for the service account)
- The service account of the XPhone Server must not be a member of the Domain or Enterprise administrators group
- If you want to add Outlook contact folders to the XPhone Connect Directory or Virtual Directory:
Sign in to your XPhone Server machine with your service account and add the data sources in the Directory administration interface
For server-side calendar synchronization: The integrated Windows logon must be active and configured for the XPhone users.
Please also refer to the troubleshooting chapters in the current MAPI documentation from C4B.
Exchange servers usually only allow a limited number of MAPI sessions. If this is exceeded, the Exchange Server will not allow any further requests (throttling). The limit can be increased by the Exchange administrator. Note that this limit is not only related to the XPhone Server service account, but also to the XPhone Server machine. The configuration of a so-called throttling policy is described here: https://help.c4b.com/xphone-connect-9/doc/en/admin/start/app-int/Exchange.html#exchange-mailbox-store-limits
Further tips for Microsoft Exchange server 2016 (from XPhone Connect 6) and Microsoft Exchange Server 2019 (from XPhone Connect 8 SR1)
- Make sure you installed "Microsoft Outlook 2016 32bit" on the XPhone Connect Server machine and completely configured it in the context of the MAPI service account Note: As of XPhone Connect 8 SR1, "Microsoft Outlook 2019 32-bit" is also supported.
- Check if the Cached mode in the Microsoft Outlook Client was turned off. In order to do that you need to start the Outlook Client in the context of the MAPI user which is used for the XPhone Connect Server service. After the change restart the XPhone Connect Server service
- The standard E-Mail client must be "Microsoft Outlook". Check the following Windows registry keys if that is true:
"Microsoft Outlook" must be set in the "Standard" value
- a) Sign in to the XPhone Connect Server machine with the MAPI account that is used for the XPhone Connect Server service
b) Stop the XPhone Connect Server service
c) After the completed shutdown of the service, check in the "Details" tab of the Windows Task Manager whether there are still processes with the names VDirAdapterMAPICFPrivateContacts.exe or VDirAdapterMAPIPFProcess.exe being displayed. If so, stop these processes via the Task Manager.
d) Open the settings for "Mail (32-Bit)" or "Mail (Microsoft Outlook 2016) (32-Bit)" in the control panel. Delete all existing MAPI profiles
e) Start the Microsoft Outlook client and reconfigure the connection to the Exchange Server 2016
f) Deactivate the Cached mode in Microsoft Outlook
g) Change the XPhone Connect Server service account to "LocalSystem" in the XPhone Connect Server Manager (Button "Change") and start the XPhone Connect Server service. Wait until the service has been fully started
h) Change the service account back to the MAPI account. Use the XPhone Connect Server Manager again to do this. Wait until the service has been fully restarted
i) If there are still Outlook data sources not working correctly, delete and readd them
Means for testing and analysis
- Check if the service account is able to access its own mailbox via Outlook Web Access (OWA) (it is possible that you need to allow the access to OWA temporarily)
- If private Outlook contact folders, the central calendar synchronization or the Voicemail access via MAPI should be used: Is it possible for the service account to sign into any workstation and open the Microsoft Outlook Client to configure the access to its mailbox? If it is: Is it possible to open the mailbox of a different user? (File > Open > Folder of a different user)
When using Exchange 2016 you can test this directly with the Outlook 2016 32bit client on the XPhone Connect Server machine
- For further tests please use the Microsoft tool MFCMapi. Please refer to our manual https://help.c4b.com/en/xphone-connect-6/admin/#3897.htm for instructions