MailStore Web Access Troubleshooting
A connection with the server could not be established
Problem: The web-browser is unable to connect to MailStore Web Access. Instead, an error message occurs saying something similar to "A connection with the server could not be established".
Solution: If you are sure that MailStore's WebAccess/Outlook Add-in is properly configured in the MailStore Base Configuration tool (V5) / MailStore Server Service Configuration (V6), this error is often caused by missing firewall settings on the system where MailStore Server is installed.
Make sure the ports configured in the MailStore Base Configuration tool (V5) / MailStore Server Service Configuration (V6) tool are accessible from your network. By default those ports are 8461 for unencrypted HTTP traffic and 8462 for SSL encrypted HTTPS traffic. MailStore Server Service Configuration (V6) is able to configure the Windows firewall itself.
If you are using any other firewall software than the built-in Windows firewall, please refer to the documentation of your firewall product to find out how to open individual ports.
If you do not want to configure the Windows firewall via the graphical user interface available under the Windows control panel, the following commands can be executed from the Windows command-line shell (cmd.exe) on the MailStore Server system to open the required firewall ports:
Windows XP / Windows 2003
- Add firewall rules:
netsh firewall add portopening name="MailStore Web Access HTTP" protocol=TCP port=8461 mode=ENABLE scope=ALL profile=ALL netsh firewall add portopening name="MailStore Web Access HTTPS" protocol=TCP port=8462 mode=ENABLE scope=ALL profile=ALL
- Delete firewall rules:
netsh firewall del portopening protocol=TCP port=8461 profile=ALL netsh firewall del portopening protocol=TCP port=8462 profile=ALL
Windows Vista and above / Windows 2008 and above
- Add firewall rules:
netsh advfirewall firewall add rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461 profile=ANY action=ALLOW netsh advfirewall firewall add rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462 profile=ANY action=ALLOW
- Delete firewall rules:
netsh advfirewall firewall del rule name="MailStore Web Access HTTP" dir=IN protocol=TCP localport=8461 profile=ANY netsh advfirewall firewall del rule name="MailStore Web Access HTTPS" dir=IN protocol=TCP localport=8462 profile=ANY
Notice: If you make any changes to the default port settings in the MailStore Base Configuration tool (V5) / MailStore Server Service Configuration (V6) tool, you need to make sure that your firewall settings are changed accordingly. It may be required to delete the original firewall rule and recreate a new one with changed parameters. MailStore Server Service Configuration (V6) is able to configure the Windows firewall itself.
Windows Authentication Fails
Problem: Windows authentication fails when trying to login to MailStore Web Access.
Solution: Authentication may fail due to changes made to the security settings of the Internet Explorer. Please proceed as follows:
- Open Internet Explorer.
- In the Tools menu click on Internet Options.
- Switch to the Advanced tab.
- Under the Security section select the Enable Integrated Windows Authentication option.
- Restart Internet Explorer
Windows Authentication (Single Sign-On) does not work properly when using an HTTP Proxy
Using an HTTP proxy in your company can cause problems with Windows authentication (single sign-on). To avoid such problems, please make sure that users can bypass the proxy while accessing MailStore Web Access.
To set up a bypass of the HTTP proxy in Internet Explorer, please proceed as follows:
- Open the Tools menu and click on Internet Options.
- Open the Connections tab .
- Click on LAN settings.
- In the Proxy Server section, click on Advanced.
- Add the IP address or hostname (depending on the configuration of the MailStore Web Access) to the list Exceptions.
- Close all opened windows by clicking on OK.
Attachments Cannot be Downloaded via MaiStore Web Access Using Internet Explorer
Affected: MailStore Server < 5.0
Problem: When using Internet Explorer, attachments cannot be downloaded via MailStore Web Access using an SSL secured HTTPS connection.
Solution: This is caused by an error in Internet Explorer. Please refer to Microsoft Knowledge Base article 323308 which explains the necessary changes that need to be made to the registry in Internet Explorer 5 and 6.
For Internet Explorer 7 and 8 (not covered by the knowledge-base article from Microsoft) the following registry key must be modified in order to resolve the problem:
- Start the Registry Editor regedit.exe and navigate to:
- Change the value of BypassSSLNoCacheCheck to Dword:00000001.
Error Message: MAPI Component is Missing
Problem: When clicking on Open in Outlook in MailStore Web Access, you receive an error message saying MAPI is missing.
Solution: In order to use the Open in Outlook feature in MailStore Web Access, a library called "MAPI" has to be installed on the system where MailStore Server is installed.
MAPI already comes with Exchange Server 2003 or earlier and with Microsoft Outlook. If one of those products is already installed on the system where MailStore Server is installed, no action is required.
If this is not the case, you will need to download "Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1" from the Microsoft website and install it on the computer where MailStore Server is installed. We provide a shortcut to the MAPI download website via http://www.mailstore.com/?mapi.
UK Date Format Not Working Correctly
Affected: MailStore Server < 6.0
Problem: Although MailStore Web Access or MailStore Outlook Add-in is set to English (United Kingdom) for displaying date and time values, the UK format is not being used in the advanced search page.
Solution: There is an updated MailStoreWeb.dat available for MailStore Server 5.2. Please replace the original MailStoreWeb.dat in your MailStore Server's program directory with the updated one and restart the MailStore Server service afterwards.
Important notice: Use the updated file ONLY for MailStore Server 5.2.