Troubleshooting Exchange Profiles with Outlook for both Exchange On-Premise and Office 365 (4279576)

“Cannot open Exchange Mailboxes with Archive Manager. Below is a list of troubleshooting steps to check if the mailbox should be scanned by Exchange Store Manager (ESM)” .

1. Login as the ArchiveMgr_ESM account to the Archive Manager machine.

2. Get the Profile name from the MailboxID.wlog for the Mailbox Exchange Store Manager is unable to scan:

             C:\Quest\ArchiveManager\ESM

Note : If you do not know the mailbox ID use SQL and query the ArchiveManager database:

           Select * from mailbox where name like '%name%' 

           Note the MailboxID

3. Open the MailboxID-xx-mmddyy.wlog and Search for ProfileName 

            Example:

           "ProfileName" Value="~ArchiveManager.ESM.Company_O365_MS_0.User.1" />

Note: For On-Premise Exchange the ProfileName will look similar to "~ArchiveManager.ESM.ExchangeServer.User.0"  and Copy the Profile name that you found.

4. Open Mail(32bit) from Control Panel item with ESM account, you can see the list of profiles, the count of profiles dependent on how many Exchange server do you have.

    Copy the profile names and past to a notepad or somewhere.

5. Open Configuration Console | Advanced Settings add a new key:

                             MAPI Force Keep Profile
                             Value: True

Click Apply settings.

6. Remove the existing Profile with the same ProfileName you copied already.

7. Add new profile manually in control panel, the name should be same that the one you removed before, you can copy and past from the notepad which you pasted. 

Please ensure the Mailbox Connection is successful and click Change account settings by unchecking the "Use Cached Exchange Mode", and click Finish.

Note: In O365 environment you must use the proxy account to create the profile(typing the proxy account int the "Email Address") 

8. Open Outlook and choose the profile you created and verify that the Outlook opens the mailbox successfully. Once Outlook opens the mailbox:

• Click File | Open & Export | Other User's Folder.
• Enter the name of the user you wish to test opening the mailbox for. Verify the Mailbox opens and you can see the contents of the mailbox. 

9. Open the ArchiveManager website under Administration and click on Mailboxes. 

•      Click Edit beside the mailbox you would like to ensure scans and Delete the Date value within Folders Updated.
•      Click Update. 

10. Start the Exchange Store Manager Service and the mailbox should scan. 

Note: All other mailboxes will also be scanned, however you may need to create additional profiles manually for each On-Premise Exchange or Office 365 server