Article ID: 115993, created on Apr 21, 2013, last review on Aug 12, 2014

  • Applies to:
  • Operations Automation


Customers experience various problems with Hosted Exchange mailbox service on POA-managed installation:

  • Mailbox cannot be created/modified/removed
  • Mailbox has intermediate status in POA Customer Control Panel - Creating/Updating/Removing or shown as Not in Sync.


Solving problem with improper status of Exchange mailbox in POA Control Panel.

If mailbox has intermediate status in POA Customer Control Panel it means that there are non-completed background tasks in POA Task Manager which have one of the following statuses:

  • Running
  • Unprocessed
  • Failed
  • Canceled

Find and process all tasks related to the problem mailbox/subscription, use the following advices to find tasks.

  1. Log into POA Provider Control Panel
  2. Go to System Director > Task Manager
  3. Filter tasks using one of the following conditions:
    1. The Name field:
      • Enter the name of the problem mailbox, e.g. *johndoe*
      • Enter the ID of the problem mailbox, e.g. *272* (mailbox ID may be seen in the Customer Control Panel in the list of Exchange mailboxes)
    2. The Subscription field: enter ID of the problem customer subscription
    3. The Queue name field: enter ID of the problem subscription (Active Directory related tasks contain subscription ID in the tasks queue name, e.g. ADSCTask_S001001478).
  4. Repeat the search in canceled tasks at System Director > Task Managed > Background > Canceled Tasks

Attention: always use '*' characters to find substrings in text fields in POA Control Panel, e.g. *johndoe* will find all entries containing the 'johndoe' string, while jonhndoe will find exactly the 'johndoe' string only.

If you found any failed, unprocessed or canceled tasks for the problem mailbox then troubleshoot the problem and re-run all found tasks.

It may happen that there are no non-completed tasks for the Exchange mailbox which still has intermediate status in CP. It may mean that canceled tasks were deleted by POA in accordance with data retention settings configured in Provider Control Panel at System Director > Task Manager > Settings. In this case contact Parallels Support Team to resolve the problem.

Troubleshooting failed Exchange mailbox provisioning tasks

1. Analyze error message in the failed task to understand the reason of failure. Use the exact error message to search in the Parallels Knowledgebase for the known issues.

2. Verify that all Microsoft Exchange services are up and running on the problem Exchange server using Services Management Console. If you found stopped services - start them and re-run the failed task.

3. Make sure that Active Directory Domain Controllers are functioning properly.

4. Make sure that mailbox store used to create mailbox is mounted on the Exchange server:

  • Log into POA Provider Control Panel
  • Find Exchange mailbox store where mailbox is located at Service Director > Hosted Exchange Manager > Mailboxes > Store field (the field contains Exchange host and mailbox database names):

  • Log into the found Exchange server
  • Make sure that found mailbox store is mounted, use the Exchange Management Console or the Exchange Management Shell to verify.

5. Verify that the user created for the problem Exchange mailbox exists in Active Directory:

  • Log into AD Domain Controller using RDP
  • Run Start > Administrative Tools > Active Directory Users and Computers
  • Find the root AD Organizational Unit (OU) where all POA-managed objects are located. The name of the OU may be found in Provider Control Panel the properties of the 'ADDomainController' POA package installed on any domain controller in AD domain:

Typical name of the root POA-managed OU in AD is 'Microsoft Exchange Hosted Organizations' for AD domains with Exchange 2010 Multi-Tenant and 'Hosting' for other cases.

Find the customer's OU:
  • In the Provider OU under the root OU for Provider's customers
  • In the reseller OU named after reseller ID for a resellers' customers

The name of customer's OU in Active Directory is auto-generated in accordance with the rule defined in POA Provider Control Panel at System Director > Configuration Manager > Auto-generated Names. Typically, the name of a customer's OU contains either subscription ID or customer company name.

Make sure that user created for the Exchange mailbox exists in customer's OU in Active Directory. If user does not exist - find corresponding pending task in POA Task Manager and process it. The task name contains user name like in the following example:
Create user 'johndoe' in the 'LDAP://OU=S000000031,OU=Provider,OU=Hosting,DC=hosting,DC=local'

6. Analyze provisioning requests and responses.

POA is using one of the Provisioning Systems to provision all Windows services to customers:

  • Microsoft Provisioning System (MPS)
  • Parallels Windows Provisioning Engine (WPE)

If background task fails in POA it means that used Provisioning System cannot execute corresponding request. Use the advices below to find the reason of problem.

6.1. Make sure that Provisioning System is up and running.

  • Log into MPS server deployed in POA-managed infrastructure
  • Run Command Prompt tool: Start > Run > cmd
  • Verify that there is dllhost.exe process running under the MPFServiceAcct user using the command below:
tasklist /FI "USERNAME eq MPFServiceAcct" | findstr dllhost
dllhost.exe                   4040 RDP-Tcp#6                  0    116,232 K
  • Alternatively, use the Windows Task Manager to check if the dllhost.exe process running under the MPFServiceAcct user:

Try to restart MPS engine using the instruction in the Knowledgebase article #1851 'How to restart MPS Provisioning Engine properly'.

  • Log into the server where WPE is deployed
  • Start IIS Manager
  • Expand Sites
  • Make sure that the Windows Provisioning Engine website is running

6.2. Analyze provisioning requests

Depending on the deployed Provisioning Engine use the Knowledgebase articles below to catch and analyze provisioning requests which POA uses to execute failed task:

Windows Provisioning Engine
Microsoft Provisioning System

Carefully analyze error messages in failed provisioning requests to troubleshoot the problem.

6.3. Try to run Exchange cmdlets found it the logs of Provisioning System using the Exchange Management Shell (EMS) to check if they may be executed using native Exchange management tools, this will allow to isolate problems caused by the Provisioning Engine. If the Exchange cmdlet cannot be executed in EMS this means that most like the problem is caused by improper Exchange services functioning, not by POA. Investigate the problem with Exchange services in this case.

6.4. Analyze logs of Provisioning System

Microsoft Provisioning System: C:\Documents and Settings\mpfserviceacct\Local Settings\Temp\PEM\MPF\DD-MM-YYYY.log
Consider to enable verbose logging on MPS server using instruction in the Knowledgebase article #111637 'How to enable MPS verbose logging'.

Windows Provisioning Engine: C:\Program Files\Parallels\Windows Provisioning Engine\Logs\wpe.log
Consider to enable verbose logging on WPE server using instruction in the Knowledgebase article #114610 'How to enable WPE verbose logging'.

6.5 Analyze logs of POA Agent

Log into the Exchange server where problem customer mailbox is located (or is going to be created), IP address or ID of server may be found in the failed POA task properties.
Analyze POA Agent log located at C:\Program Files (x86)\SWsoft\PEM\Logs\poa.debug.log, it may contain error messages saying about problem with connectivity to server.

7. Check firewall.

Carefully analyze requirements to firewall rules for proper Hosted Exchange service functioning and make sure that all required ports are open in Exchange infrastructure:

Exchange 2003 -

Exchange 2007 -

Exchange 2010 -

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