If your having problems Connecting to a Production Exchange Server database there are a variety of reasons this can occur, therefore please follow the steps in detail as outlined below;

  1. Review and take action as outlined within "Connecting to a Production Exchange Server Database"
  2. Review and take action as outlined within "Unable to connect to Production Exchange Server Database
  3. After reviewing and taking actions within the above articles, If you are still unable to connect to the desired Production Exchange Server database review the following areas:


DIGISCOPE ENABLED MACHINE RELATED ISSUES

Some machines can be more problematic then others, therefore as a quick sanity check its worthwhile to install DigiScope on an alternate machine to see if the connection issue persists or if its machine related. We see this more often when DigiScope is installed directly on the Exchange server depending on the version of Exchange and path levels applied.  99.9% of the time DigiScope will work without issue, however sometimes there is something machine specific thats causing the issue so its advisable to install and test DigiScope on an alternate machine before trying the other Troubleshooting steps. 


EXCHANGE SERVER RELATED ISSUES

Some of these are fairly obvious however we find its always good to double check every detail since even the most basic items can be overlooked when tensions are high and sleep is slacking;

  1. Exchange Server is powered on, all databases are mounted and mailboxes are accessible via Outlook
  2. Ensure all Exchange Server services set as Automatic Startup are actually running
  3. Ensure you can contact the following from the DigiScope enabled machine via ping & UNC actions
    • Exchange Server
    • Domain Controllers
    • DNS Servers (also ensure required services are running)


ACCOUNT RELATED ISSUES WITH DSADMIN{Version}

As a sanity ensure the account being used for Connection to the Production Exchange Server Database, do the following;

  1. Ensure you are using the DSAdmin{Version} account.  If not please create the DSAdmin Account and attempt the action again as this step will be required if you open a support case
  2. Ensure the DSAdmin{Version} account is not locked
  3. DigiScope enabled machine using correct DNS Settings?
  4. Ensure he DSAdmin{Version} account has a mailbox on the Exchange Server and that;
    • The database containing the mailbox is mounted
    • The mailbox is accessible using the account credentials via Outlook or OWA
  5. Log off the machine and Login using the DSAdmin{Version} account and retry the action
  6. If your network is large ensure the DC's have completed replication since latency of replication can cause errors
  7. When entering credentials ensure you are including the DOMAIN information i.e. "MyDomainName\DSAdmin{Version}"
  8. If the DSAdmin{Version} account was created manually OR if you added new databases or mailboxes after creating the DSAdmin{Version} account you should use the DSAdmin Setup Utility to ensure nothing was missed and then retry the action.  The DSAdmin Utility MUST be run from the Exchange server you will be connecting.  The utility is located within this folder "\Lucid8\DigiScope\Utilities"
    • For Exchange 2013/2016 you MUST use "DSAdminUtility 2013-2016.exe"
    • For Exchange 2010 and earlier you MUST use "DSAdminUtility.exe"


INCORRECT CAS SERVER SETTINGS EXCHANGE 2010/2013/2016

Sometimes incorrect CAS settings can connection issues. 

  1. Remove the server from the production pane
  2. Re-add the server and ensure the CAS server settings are correct
  3. Try connecting
    • If you still cannot connect, remove the server and re-add however this time leave the CAS field blank and let MAPI auto discover the CAS settings.
    • Attempt to Connect


MAPI RELATED ISSUES

If DigiScope enabled machine does not have a supported version of Outlook or MAPI installed OR if you have a corrupted MAPI file it can cause serious issues with DigiScope, therefore


  1. Checking the Outlook / MAPI version in use
    • Click on Tools/Update MAPI Files
    • The MAPI File Updater dialog appears
      • As you can see below this machine has the Full version of Outlook 2007 installed
      • Review the Outlook/MAPI currently in use and review the supported versions of Outlook/MAPI in step 2
  2. Now that you know your MAPI version ensure your using a supported version of MAPI which will vary depending upon the bitness of DigiScope being used along with the Exchange Production database being accessed.
    • 32-bit version of DigiScope Connecting to Exchange 2003: 
      • Outlook 2003
      • Outlook 2007
      • Outlook 2010 (x86 32 bit only)
    • 32-bit version of DigiScope Connecting to Exchange 2007: 
      • Outlook 2003
      • Outlook 2007
      • Outlook 2010 (x86 32 bit only)
    • 32-bit version of DigiScope Connecting to Exchange 2010:
      • Outlook 2007 SP3 with November 2012 Cumulative update or later
      • Outlook 2010 (x86 32 bit only) SP1 with November 2012 Cumulative update or later
      • Outlook 2013 (x86 32 bit only)
    • 32-bit version of DigiScope Connecting to Exchange 2013/2016
      • Outlook 2010 (x86 32 bit only) SP1 with November 2012 Cumulative update or later
      • Outlook 2013 (x86 32 bit only) 
  3. Regardless of whats installed its a good idea to pull the MAPI files from an alternate source, i.e. Machine Name, IP Address, or location on disk to override whats currently use by Updating/Overriding the MAPI Files


NOTE: If you are having trouble locating a supported version of Outlook MAPI files, OPEN a support case and our team will be happy to assist with this process.    


OUTLOOK PROFILE RELATED ISSUES

There are several issues that can occur with profiles, i.e. corruption, incorrect Exchange Proxy settings, etc. If you are still unable to connect after executing the above actions please take the following actions

  1. Delete the existing DigiScope MAPI profile
    • From the DigiScope Production pane right-click any Production Exchange database and select Connect/Alternate profile
    • The DigiScope Profile Configuration dialog appears
      • Select a profile and click delete
      • Repeat the process until there are no profiles within the dialog
  2. Collect Exchange Proxy Settings from a working Outlook enabled machine
    • Find a machine that can successfully connect to your Exchange server, Open Outlook and confirm it connects to the desired Exchange server
    • Open Control Panel and locate the MAIL icon
      • Open the Mail application, click "Email Accounts..."
      • Double click "Microsoft Exchange"
      • Click "More Settings"
      • Select the "Connection" Tab
      • Click "Exchange Proxy Settings" and take a screenshot to use during profile creation
    • While the above method is best for obtaining the Exchange Proxy Settings because you can validate the connection works via outlook, you can also collect the configuration of this information for Exchange 2010/2013/2016 via the ECP/EAC
      • Open ECP for 2010 or EAC for 2013/2016
      • Click on Servers
      • Double Click the Server your attempting to connect to
      • Select the "Outlook Anywhere" option and take a screenshot of the settings  
      • As you can see within the above screen capture its showing us the same basic information we collected from the confirmed Outlook Exchange Proxy Settings, however its not as clear i.e.
        • The host name is boomstick.evildead.corp which is the FQDN vs the NETBIOS name and in our case either works
        • The authentication method is "Negotiate" and if you click the drop down it will show you that its possible to select Basic or NTLM vs the Outlook settings we copied it was using basic
        • The downside to using these settings is that we have not actually confirmed Outlook can work with these settings and that is critical since if Outlook cannot connect using these settings DigiScope will not be able to connect either.  That said this is an easy way to discovery the settings and to see if they work. If they don't work you will need to step back, ensure your DNS it setup properly, Get an Outlook client to successfully connect first and then copy the settings for use within DigiScope
  3. Recreate the DSAdmin{Version} profile using the Exchange Proxy Settings from the known working Outlook Profile


SUPPORT: If you experience issues, have questions or need assistance after following these instructions please Open a New Support Ticket or if you already have a ticket open reply with details and we will be happy to assist