MailStore Server Troubleshooting

MailStore Server Service fails to start during system startup

Problem: During startup you get a message that a service could not be started. The event log shows an entry that the MailStore Server service could not be started. Another log entry a few seconds later indicates that the service was started successfully. How can the error message be suppressed?

Solution: To work around this problem, create a dependency to the LanmanServer service. Please proceed as follows:

• Start the Registry Editor regedit.exe.
• Locate and click on the following registry key:

  HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MailStoreServer

• Search for DependOnService
• Double-click on DependOnService and add LanmanServer as value
• Click on OK
• Close the Registry Editor
• Restart your server

Active Directory Synchronization fails to add all users to MailStore

Affected: MailStore Server < 5.0

Problem: You have more than 1,000 Exchange users in your Active Directory. During Active Directory synchronization, MailStore only finds 1,000 users.

Solution This is a known limitation of Microsoft Active Directory. The page size for LDAP responses is limited to 1,000 by default. To change this default limit, you need Domain-Admin rights as well as the program ADSI-Edit. The program is located in the Windows Server 2003 Support Tools and can be downloaded from Microsoft. Starting with Windows 2008, ADSI-Edit is included as a standard feature.

To modify the LDAP query policy settings in GUI mode, please proceed as follows:

• Open ADSI Edit.
• In the tree under Configuration, navigate to CN=Services > CN=Windows NT > CN=Directory Service > CN=Query Policies.
• In the left pane, click on the Query Policies container, then right-click on the Default Query Policy object in the right pane and select Properties.
• Double-click on the lDAPAdminLimits attribute.
• Click on the MAXPAGESIZE attribute and click on Remove.
• Modify the value in the Value to add text field and click on Add.
• Click OK twice to save the new settings.

If you prefer to use command, open a command window (cmd.exe) and enter the following command:

 c:\>ntdsutil "ldap policies" connect "connect to server [DCNAME]" q "show values"

[DCNAME] is the FQDN or IP number of your DC

 ldap policy: Set MAXPAGESIZE to [xxxx]

[xxxx] don't use a value higher than the number of mail enabled users in your AD

 ldap policy: commit changes
 ldap policy: q
 ntdsutil: q

Now, all Active Directory users will be synchronized to MailStore.

MailStore Server does not start automatically or shuts itself down

Problem: MailStore Server does not start automatically after a reboot and sometimes shuts down after running for some time.

Solution: There are two workarounds for this problem:

Workaround 1

In the Windows service manager, open the Properties of the MailStore Server service. Click on the Recovery tab and make the following adjustments:

• First failure: "Restart the Service"
• Second failure: "Restart the Service"
• Reset fail count after "1" days
• Restart service after "1" minutes

The service should not stop more then twice a day.

Workaround 2

Increase the timeout value for the Service Control Manager in the system registry. Please proceed as follows:

• Start the Registry Editor by executing Regedit.exe.
• To change the value of the ServicesPipeTimeout DWORD to 60000, please follow these steps:
  • Locate and open the registry key:

    \HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet

  • Right-click on the DWORD value of ServocesPipeTimeout and select Modify.
  • Click on Decimal.
  • Enter 60000 and click OK.
• If the ServicesPipeTimeout value is not available, add a new DWORD value and set its value to 60000.

The new DWORD value corresponds to 60000 milliseconds and is equivalent to 60 seconds or one minute. Please note that this change does not take effect until the computer is restarted.