Emails Not Being Archived

Operating System & File Permissions

- The MailArchiva email archiving server is running under the USER account and not the ADMINISTRATOR account. Change the service account.

- Write permissions are not enabled on the parent directory of the store

- You are sharing the store directory. Please share the parent directory of the store rather (Windows querk)

- MailArchiva is not running under an account with sufficient access rights. Please make sure the MailArchiva service is running under an Administrator/root account

- The email archive server does not have write access to the NAS or SAN disk

- The NAS or SAN disk is not connected or permissions are set incorrectly

Server Misconfigured

Here are some of the possible causes:

- You have not yet set an encryption password in the Email Discovery and Administration Console

- You have not yet added a Volume in the Email Discovery and Administration Console

- The Listeners tab in the Configuration screen contains an IP address that does not correspond with the IP address of the machine where the Exchange Server/mail server/sendmail/postfix servers are installed.

- The MailArchiva email archive server is listening on the wrong port? Or the listener is disabled.

- The Journal Account connection is disabled

- You have setup message rules in the Exchange server to move all incoming and outgoing emails into subfolders in the journal account.

- You are running MailArchiva in a Virtual Machine such as VMWare and has not assigned enough memory to the VM.

- The email archive server is running out of memory (heap space). To give the server more memory, right click task tray icon, click Configure, click Java tab, increase the value in Maximum memory pool to a minimum of 256. On Linux, edit /usr/local/mailarchiva/server/startserver.sh and add the line:

export CATALINA_OPTS="-Xmx2048m -Xms256m -XX:PermSize=64M -XX:MaxPermSize=64M"

*While troubleshooting, be sure to enable Troubleshoot (DEBUG) logging in the MailArchiva Admin Console GUI*

License is Invalid

- MailArchiva Enterprise Edition will stop archiving emails if the license is invalid. Restart the server and check the ServerLog for an explanation on why the license is invalid. It could be because:

(1) Your mailbox limit has been exceeded

(2) An index is corrupt (since MailArchiva executes a search across all volumes, a corrupt index could lead to an invalid license)

(3) The license file has been modified

The reason for an invalid license is clearly stated in the ServerLog when the server starts up. Look for the part when it conducts the license checks.

Exchange Agent

Note: The Exchange Agent is used for high performance archiving only and is no longer required in MailArchiva 1.7 or higher. .

Since the Exchange Agent relies on MAPI, sometimes the installation process can be a little unpredictable.

- The server running the agent is not joined to the domain The agentconfig utility will generate an exception if it runs on a machine that is not joined to the company's AD Domain.

- The agent configuration parameters are not specified correctly (e.g. password incorrect or Server IP Adress is specified incorrectly). In the Server IP Adress field, you would typically specify 127.0.0.1. If you change the listening port in the agent tab of server console, then you would specify something like 127.0.0.1:25.

- Outlook SP1 is not installed on the machine where the Exchange Agent is installed. Locate the file “outlmime.dll” on the computer where the agent is to be installed. From the commandline, type “regsvr32 outlmime.dll” in the directory where it resides. If it reports “success” restart the agent setup. Otherwise, if it fails you need a newer version of Outlook.

- The journal account is not setup correctly. Please try to create a MAPI profile for the Journal account using the Microsoft Mail applet in the Windows Control Panel. Login to the MAPI profile using Microsoft Outlook and verify that there are journal messages waiting.

- If you get an error message: "ERROR - Message could not be sent to the server!" It usually means that the MailArchiva agent cannot reach the MailArchiva server. From the commandline, type "telnet localhost 8091". You should see a message that says "MailArchiva SMTP Server" or equivalent. If you see this message, then you know that the MailArchiva server is listening. Now, in the agentconfig utility gui, make sure you only have the IP address specified in the server URL. In any case, port 8091 must be enabled on your firewall between the agent and server. If you still experience problems, try to install the agent on the same machine or subnet as the server and retest. Also, check that you have created a volume, set an encryption password and added your domain in the server configuration.

- The allow logon locally and logon as a service permissions are not assigned correctly To run successfully, the MailArchiva Agent requires the “logon as a service” and “logon locally” permissions to be added to the journal user. To do this manually: run the Windows Group Policy Editor, click Start->Run, then type gpedit.msc. In the tree view on the left, click Local Computer Policy -> Windows Settings -> Local Policies -> User Right Assignment. Add the journal user account to the “logon as a service” and “allow logon locally” permissions. (Note in the Enterprise Edition, the server attempts to do this automatically)

- It sometimes can be a bad idea to install the agent on the same machine as the Exchange Microsoft advises against installing Outlook on the same machine as Microsoft Exchange. You can run into DLL conflicts which cause the agent to throw up. We do have a workaround however (see reinit_profile issue below). I think the order in which you install Exchange and Outlook is the overriding factor. That being said, many people have installed agent running on their Exchange server without any problems at all.

- The service has entered a corrupted state because it was reinstalled without stopping it in a clean manner You need to either wait for 5 minutes or so for the agent to start responding again. If not, reboot the computer where the agent is installed.

- MAPI cannot be initialized. (1) Login to the journal account on the local computer (2) Configure outlook to access the journal account in the Mail Control Panel Applet (3) Open Outlook and check that journal emails are present (4) Logout the journal account (5) Login using your account and run the agent configuration again.

- The agent cannot create the MAPI profile On some machines, the agent cannot create the MAPI profile for the journal account. The agent hangs on the ConfigureMsgService function. You need to manually create a MAPI profile for the journal account. In the agent Configuration Utility: (1) login to the journal account (2) create an MAPI profile using Mail Applet (3) take note of profile name (4) open agent Configuration Utility (5) edit existing connection (6) select “Profile” In MAPI Login Type (7) enter profile name (8) restart agent

- Outlook Cached Mode The agent expects real-time communications with the Exchange Server. If your journal user-id is in any Exchange OU/GP that forces cached-mode, then you will likely experience problems getting the agent to work.

- Authentication Failure If you get an authentication failure and you know you entered the correct password, instead of enter journal@company.local, try entering journal. Some users have reported that this works in their environment.

- Access from the machine running the agent is explicitly disallowed Make sure you clear out all IP addresses in the Agent tab of the server configuration console.

- MAPI not initialized on the machine To function correctly, the Exchange Agent requires MAPI to be correctly initialized for the journal account. The best way to initialize MAPI is to login to the journal account on the machine where the agent is to be installed. Thereafter, create a MAPI profile for the Journal account using the Microsoft Mail applet in the Windows Control Panel. Login to the MAPI profile using Microsoft Outlook. This action should cause Outlook to initialize MAPI correctly.