Troubleshooting issues with Exchange integration

Troubleshooting issues with integrating with the Email Notification module.

  • Why are the devices not receiving email notifications?
    The most common issue that you might experience is that email notifications are not being sent to the device. Follow the steps to troubleshoot this issue.
    1. Make sure that your EWS URL is using a valid certificate (if you are using SSL) and the certificate is installed on the Cloud Extender® server.
    2. Make sure that your EWS URL is reachable from the Cloud Extender server (use a web browser to confirm that the URL is reachable).
    3. Make sure that the listener accounts are not locked out or that passwords are not expired.
    4. Run the Test Action on the Cloud Extender for the affected mailbox to check whether the integration is working as expected.
    5. Watch the logs from C:\%ProgramData%\MaaS360\Cloud Extender\logs\ EWSNotifications_YYYY_MM_DD.log.
    6. Run the Cloud Extender Diagnostic Logs Collection Tool:
      1. Log in to the Cloud Extender server.
      2. Browse to C:\Program Files(x86)\MaaS360\Cloud Extender.
      3. Double-click DiagnosticCmd.exe to generate a compressed file on your desktop.
      4. Contact IBM® Support to diagnose the issue.
  • Why doesn't the Email Notifications test for the Cloud Extender Configuration Tool work?

    If the Cloud Extender Configuration Tool test returns an immediate failure, check the EWSNotificationsConfig log files for the following message: "[ListenerThreadManager::AssignSubscriptionsToConnections] ERROR! Got exception trying to assign subscriptions to connect

    If you receive this error message, you do not have the required version of .NET installed. Install NET version 3.5. You can install this version over other versions that might be installed. Download .NET from Microsoft at http://www.microsoft.com/en-us/download/details.aspx?id=21.