IBM Tivoli Storage Manager for Mail, Data Protection for Microsoft Exchange Server, Version 7.1

Troubleshooting

Data Protection for Exchange provides support for protecting Microsoft Exchange databases.

If you encounter a problem during Data Protection for Exchange processing when using VSS for backup and restore, complete the following steps:

Retry the operation that failed.
Restart the Tivoli Storage Manager services, including the TSM Client Acceptor and the TSM Remote Client Agent.
If the problem still exists, close other applications, especially those applications that interact with Exchange (antivirus applications, for example). Retry the operation that failed.
If the problem persists, look for information in the event logs: tdpexc.log and dsmerror.log. You can also review the messages in the Windows event log. There might be some log entries that help you identify a VSS event that triggers the issue.

If you do not find a resolution to the problem in the log files, you can complete the following procedure:

Shut down the Exchange server.
Restart the Exchange server.
Run the operation that failed.

Alternatively, you can also complete this procedure:

Shut down the entire computer.
Restart the computer.
Run the operation that failed.

Another troubleshooting procedure to consider: Determine if this problem is reproducible on other Exchange servers.

When troubleshooting a mailbox restore error, you can use the TDPMAPI TESTMAPI command. The command helps diagnose MAPI connection issues when connecting to the mailbox. The following parameters can be used:

/MAILBOXALIAS

This parameter is the alias name for the mailbox that was specified when the mailbox was originally created. The parameter refers to the email alias for the user and is the portion of the email address on the left side of the @ symbol. You should run this command against both the mailbox to be restored and the mailbox of the administrator you are currently logged in as.

/EXCSERVER

(Exchange 2010 environments) This parameter is the name of the Exchange Server that has the Client Access Server (CAS) role. The default is the local server. The get-ExchangeServer | fl Exchange PowerShell command can be used to determine which Exchange Server has the CAS role defined for the mailbox database. It is mandatory to specify this parameter when there is a CAS Load Balancer within the environment.

(Exchange 2013 environments) Depending on the information that you need, use one of the following formats:

Retrieve the ExchangeGUID for the user that is logged on

Enter the following command:

whoami | Get-Mailbox | fl ExchangeGUID

Retreive diagnostic information

Enter the following command:

tdpmapi.exe /excserver={ExchangeGUID@domain}

/TRACEFILE

This parameter is the filename used to hold the output from the tracing. By default, tracing is turned off. The filename can be qualified with a drive and full path location, and must have write permissions for the user running the command.

For example:

TDPMAPI TESTMAPI /MAILBOXALIAS=alias /EXCSERVER=cas /TRACEFILE=filename

Exchange 2013

The following list identifies troubleshooting information when protecting data for an Exchange 2013 server:

For the target mailbox, grant full access permission. When using the Administrator mailbox, Exchange 2013 usually, by default, blocks full access permission for this administrator.
Log on as an Exchange administrator with a mailbox on an Exchange 2013 database.
Make sure both the administrator mailbox and the target mailbox are accessible in either Microsoft Outlook or Outlook Web Access.
Use an Exchange 2013 CAS. Specifically, set the CLIENTACCESSServer parameter to an Exchange 2013 CAS.
If you are using a load balancer, for troubleshooting, set the CLIENTACCESSServer parameter to an actual server instead of the load balancer.
To open the administrator mailbox and the target mailbox, try using the Mailbox Restore Browser with Open Exchange Mailbox.
Check the MAPI registry key. The key is located at HKEY_CURRENT_USER\Software\Microsoft\Windows NT\Current Version\Windows Messaging Subsystem. The name of the key is RpcHttpProxyMap_TSM. Depending on your environment, you might have to change the HTTP to HTTPS, or change the authentication method, or change the domain name to *. The MAPI download contains the Microsoft documentation for setting this registry key.
If the default registry key is something like the following example:
```
contoso.com=http://mail.contoso.com,ntlm,ntlm,false
```
You might make one or more of the following updates:
```
contoso.com=https://mail.contoso.com,ntlm,ntlm,false
*=http://mail.contoso.com,ntlm,ntlm,false
contoso.com=http://mail.contoso.com,negotiate,negotiate,false
```
For all of the information about registry keys, see the Microsoft documentation.

In addition, when completing a backup and restore tasks for an Exchange 2013 server, if a Client Access Server (CAS) is used and later removed as the CAS, or, if the CAS is enabled for SSL authentication, an Enter Password window might be displayed. This window prompts you to enter the domain, user name, and password. To verify and workaround this problem is occurring, complete the following steps:

From a command prompt, enter regedit.exe.
Use the Microsoft documentation to backup the registry.
Locate the following registry key: RpcHttpProxyMap_TSM. This key is located at
```
HKCU\Software\Microsoft\WindowsNT\CurrentVersion\Windows Messaging Subsystem
```
To go from HTTPS to HTTP, change the subdomain.domain.com=https://server.subdomain.domain.com,ntlm,ntlm,false value to subdomain.domain.com=http://server.subdomain.domain.com,ntlm,ntlm,false.

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