Customers experience various problems with Hosted Exchange Public Folders service on POA-managed installation:
- Public Folder cannot be created/modified/removed
- Public Folder has intermediate status in POA Customer Control Panel - Creating/Updating/Removing or shown as Not in Sync.
Solving problem with improper status of Exchange Public Folder in POA Control Panel.
If an Exchange Public Folder 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:
Find and process all tasks related to the problem public folder or customer's subscription, use the following advices to find tasks.
- Log into POA Provider Control Panel
- Go to System Director > Task Manager
Filter tasks using one of the following conditions:
The Name field:
- Enter the name of the problem public folder, e.g. *Reports*
- Enter the ID of the problem , e.g. *114* (Public Folder ID may be seen in the Customer Control Panel in the list of public folders)
- The Subscription field: enter ID of the problem customer subscription
- The Name field:
- 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. *reports* will find all entries containing the 'reports' string, while just reports will find exactly the 'reports' string only.
If you found any failed, unprocessed or canceled tasks for the problem public folder then troubleshoot the problem and re-run all found tasks.
It may happen that there are no non-completed tasks for the Exchange public folder 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 Public Folders 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 https://kb.odin.com for the known issues and solutions.
2. Make sure that Active Directory Domain Controllers are functioning properly.
3. Make sure that Public Folder store used to create a particular customer's public folder is mounted on the Exchange server:
- Log into POA Provider Control Panel
- Go to Top > Service Director > Hosted Exchange Manager > Public Folder Stores
- Click on a Public Folder store, switch to the Public Folders tab and check if the problem public folder is located on the currently chosen store
- Repeat the previous step until you find the right Public Folder store where the problem folder is located:
- Log into the found Exchange server
- Make sure that found Public Folder store is mounted, use the Exchange Management Console or the Exchange Management Shell to verify.
4. Verify that all Microsoft Exchange services are up and running on the Exchange server where Public Folder is located or is going to be created using the Services Management Console. If you found stopped Exchange services - start them and re-run the failed task.
5. Analyze provisioning requests and responses.
POA is using one of the Provisioning Systems to provision all Windows-based services to customers and Exchange Public Folders in particular:
- 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.
5.1. 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
5.2. 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:
Carefully analyze error messages in failed provisioning requests to troubleshoot the problem.
5.3. 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.
5.4. 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'.
5.5. Analyze logs of POA Agent
Log into the Exchange server where the problem customer's public folder 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.
6. 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 - http://download.pa.parallels.com/poa/5.4/doc/63247.htm
Exchange 2007 - http://download.pa.parallels.com/poa/5.4/doc/63256.htm
Exchange 2010 - http://download.pa.parallels.com/poa/5.4/doc/65386.htm