Trouble Shooting SupportWorks email when connecting to Exchange\Office 365

The SwInternetMC runs every 5 minutes by default on the SupportWorks server to process inbound and outbound email. The following are methods that can be used to identify and resolve any issues that may arise when using the SwInternetMC.

1...Ensure you can access the mailbox used by Support-Works via MS Outlook on the server. You should be able to open the inbox and view any emails contained within. If this fails then the problem exists in your MAPI profile configuration or MS Outlookinstallation. Support-Works cannot process mail using the SwExchangeMC without this.

Hint: Check the MAPI profile is configured correctly and you are currently logged in as the owner of the mailbox.

2...Attempt to Process Inbound Mail Manually. Run a command prompt and go to the

C:\SwSever\Bin directory (where C:\SwServer is the root installation folder.) 

Enter the following command

SwExchangeMC.exe –v –i 

You will now see the inbox being processed. If no mail is processed compare the debug information on the screen to the examples below. Example 1.

27/09/2001 00:05:57 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector Started!
27/09/2001 00:05:57 [SYSTM]:[INFO ] Exchange profile is 'Supportworks'
27/09/2001 00:05:57 [SYSTM]:[INFO ] Exchange password is 'helpdesk'
27/09/2001 00:05:57 [SYSTM]:[INFO ] Logging on to MAPI
27/09/2001 00:05:57 [SYSTM]:[INFO ] Logging on to mapi
27/09/2001 00:05:58 [SYSTM]:[ERROR] MAPILogonEx Failure, Error Result: 0x0012FF78
27/09/2001 00:05:58 [SYSTM]:[INFO ] Support-Works Mail Connector complete

This log file shows MAPI logon failures, if you can indeed access the mailbox used by Support-Works via MS Outlook then confirm the MAPI profile selected for use by the SwExchangeMC. This can be found in the settings of the SwExchangeMC on the Messaging tab of the SupportWorks Server Configuration program.

If all messages are processed when running the SwExchangeMC manually, but you receive the above errors in your SwExchangeMC.log file then the HDMailScheduler service needs to be given the rights to start up as the NT Domain account that owns the mailbox used by SupportWorks. The NT Domain Account should also be given the rights to ‘Log on as Part of the Operating System’ and ‘Log on as a Service’

Example 2.

11/09/2001 12:07:37 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector Started!
11/09/2001 12:07:37 [SYSTM]:[INFO ] Exchange profile is 'Supportworks'
11/09/2001 12:07:37 [SYSTM]:[INFO ] Exchange password is
11/09/2001 12:07:37 [SYSTM]:[INFO ] No messages waiting for delivery
11/09/2001 12:07:37 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector complete
11/09/2001 12:07:37 [SYSTM]:[INFO ] Logging on to mapi
11/09/2001 12:07:38 [SYSTM]:[INFO ] 1 messages to be processed in inbox
11/09/2001 12:07:38 [SYSTM]:[INFO ] Message has 1 attachments. Processing now...

If a illegal operation is performed at this point in the process then order the contents of the MS Outlook inbox by date and move to the oldest email to another location. Once done run the SwExchangeMC again. If all messages are processed and no errors received then the message you previously removed was corrupt and/or didnot conform to the RFC822 specifications. 3...Attempt to Process Outbound Mail Manually. Run a command prompt and go to the C:\SwSever\Bin directory (where C:\SwServer is the root installation folder.) Enter the following command SwExchangeMC.exe –v –o You will now see the Support-Works Helpdesk outward mail being processed. If no mail is processed compare the debug information on the screen to the examples below. Example 1.
27/09/2001 00:05:57 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector Started! 27/09/2001 00:05:57 [SYSTM]:[INFO ] Exchange profile is 'Supportworks' 27/09/2001 00:05:57 [SYSTM]:[INFO ] Exchange password is 'helpdesk' 27/09/2001 00:05:57 [SYSTM]:[INFO ] Logging on to MAPI 27/09/2001 00:05:57 [SYSTM]:[INFO ] Logging on to mapi 27/09/2001 00:05:58 [SYSTM]:[ERROR] MAPILogonEx Failure, Error Result: 0x0012FF78 27/09/2001 00:05:58 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector complete
This log file shows MAPI logon failures, if you can indeed access the mailbox used by SupportWorks via MS Outlook then confirm the MAPI profile selected for use by the SwExchangeMC. This can be found in the settings of the SwExchangeMC on the Messaging tab of the SupportWorks Server Configuration program.

If all messages are processed when running the SwExchangeMC manually, but you receive the above errors in your SwExchangeMC.log file then the HDMailScheduler service needs to be given the rights to start up as the NT Domain account that owns the mailbox used by SupportWorks. The NT Domain Account should also be given the rights to ‘Log on as Part of the Operating System’ and ‘Log on as a Service’
Example 2.
03/10/2001 00:04:35 [SYSTM]:[DEBUG] Open resolver address book: [Global Address List] 03/10/2001 00:05:29 [SYSTM]:[DEBUG] Do recipient name resolve... 03/10/2001 00:05:29 [SYSTM]:[INFO ] Resolve name failure. Destination: Keith Slaton [/o=GROUP/ou=DOMAIN/cn=CONTAINER/g=Slaton/u=Keith] 03/10/2001 00:05:29 [SYSTM]:[ERROR] Message Delivery Failed: e:\swserver\postbox\delivery\MX001342.out 03/10/2001 00:05:29 [SYSTM]:[INFO ] Processed 0 messages this session 03/10/2001 00:05:29 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector complete This debug information shows a email could not be processed due to the failing to resolve the recipients address. The recipients address must be contained in either the GAL or PAL. Check the GAL is being processed correctly. (See Below). 4...Attempt to Process the Address Book Manually. Run a command prompt and go to the C:\SwSever\Bin directory (where C:\SwServer is the root installation folder.) Enter the following command

SwExchangeMC.exe –v –a

You will now see the Support-Works Helpdesk importing the GAL. If any errors are observed compare the debug information on the screen to the examples below.
Example 1.
08/12/2001 21:20:30 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector Started!
08/12/2001 21:20:30 [SYSTM]:[INFO ] Exchange profile is 'MS Exchange Settings'
08/12/2001 21:20:30 [SYSTM]:[INFO ] Exchange password is
08/12/2001 21:20:30 [SYSTM]:[INFO ] Logging on to MAPI
08/12/2001 21:20:30 [SYSTM]:[INFO ] Logging on to mapi
08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Global Address List
08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited
08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\Gerry's Addresses
08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\Gerry's Addresses\GE Capital
08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\Gerry's Addresses\South
Staffs Water 08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\UKWEST 08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\UKWEST\Barred 08/12/2001 21:20:30 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\UKWEST\Network Associates 08/12/2001 21:20:31 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\UKWEST\Recipients 08/12/2001 21:20:31 [SYSTM]:[INFO ] Container: Hornbill Systems Limited\UKWEST\Support-Works Customers 08/12/2001 21:20:31 [SYSTM]:[INFO ] Container: Outlook Address Book 08/12/2001 21:20:31 [SYSTM]:[INFO ] Container: Outlook Address Book\Contacts 08/12/2001 21:20:31 [SYSTM]:[ERROR] Unable to find the 'Global Address Book' entry. Check your exchange configuration 08/12/2001 21:20:31 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector complete

This debug information shows that the GAL cannot be found in order to resolve the issue confirm the existence and contents of the following registry key.

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\HDMailSchedule\Transports\Exchange\ImportAddressContainer 

It should be set to 'Global Address List', if not then change it. You should now be able to process the GAL by running the SwExchangeMC - v –a.

A correct log file is shown below.

08/12/2001 21:11:06 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector Started!
08/12/2001 21:11:06 [SYSTM]:[INFO ] Exchange profile is 'MS Exchange Settings'
08/12/2001 21:11:06 [SYSTM]:[INFO ] Exchange password is
08/12/2001 21:11:06 [SYSTM]:[INFO ] Logging on to MAPI
08/12/2001 21:11:06 [SYSTM]:[INFO ] Logging on to mapi
08/12/2001 21:11:12 [SYSTM]:[INFO ] Output file created: C:\swserver\postbox\delivery\Exchange.aip
08/12/2001 21:11:12 [SYSTM]:[INFO ] Processing 120 addresses
08/12/2001 21:11:13 [SYSTM]:[INFO ] Support-Works Exchange Mail Connector complete