Troubleshooting the sensor

This topic describes common problems that occur with the Microsoft Exchange 2003 sensor and presents solutions for those problems.

Sensor is not started

Problem
The Exchange 2003 sensor is not started.
Solution
For Microsoft Exchange Server 2003, ensure that the Microsoft Exchange Management service is started on the target Windows system. Run the services.msc program to check the status of the service.

Discovery does not find any systems

Problem
The Exchange 2003 sensor completes successfully with the following message: “There was nothing to be discovered.”
Solution
No active Exchange Server is running on the target computer system. The following lists the possible causes:
  • The Exchange Management Tool is installed, but the Exchange Server is not installed. For Microsoft Exchange Server 2003, ensure the following things are done:
    1. Start the Exchange System Manager on the computer where the Exchange Server is installed.
    2. In the list of servers, verify that the local Exchange Server is displayed.
    3. If the local Exchange Server is not displayed, verify that the Microsoft Exchange Server is installed and running correctly.
  • The Exchange Server is installed as a cluster node, but it is currently inactive. For Microsoft Exchange Server 2003, complete the following steps:
    1. Start the cluster administration program on the computer where the Exchange Server is installed as a cluster node.
    2. Check which Exchange resource is assigned to the Exchange virtual server.

Sensor cannot retrieve server information

Problem
The Exchange 2003 sensor terminates with the following error message:
CTDTD0811E The Exchange Server Agent is unable to retrieve 
information from the Microsoft Exchange Server
Solution
This error message means that no output was retrieved through the Windows Management Instrumentation (WMI). For Microsoft Exchange Server 2003, complete the following steps:
  1. Run the services.msc program on the target Windows system.
  2. Restart the Microsoft Exchange Management service.
  3. Run the discovery again.
  4. If the problem persists, see the sensors/ ExchangeServerSensor-*.log file to determine if the problem is WMI related.

Microsoft Exchange Server 2007, 2000, and 5.5 are not discovered

Problem
The Exchange 2003 sensor terminates with the following error message: CTDTD0812E No Microsoft Exchange Server is found.
Solution
This error message means that no Exchange Server object exists in the output that was retrieved through the Windows Management Instrumentation (WMI). For Microsoft Exchange Server 2003, complete the following steps:
  1. Run the services.msc program on the target Windows system.
  2. Restart the Microsoft Exchange Management service.
  3. Run the discovery again.
  4. If the problem still persists, see the sensors/ ExchangeServerSensor-*.log file to determine if the problem is WMI related.

Sensor cannot access Windows Management Instrumentation (WMI) namespace

Problem
The following message is in the sensors/ExchangeServerSensor-*.log file:
System.UnauthorizedAccessException: Access denied
Solution
The message typically means that the Agile Service Manager service account does not have the appropriate permission to access the required WMI namespace. For Microsoft Exchange Server 2003, complete the following steps:
  1. Ensure that the Agile Service Manager service account has full permission for the following WMI namespaces:
    Root\CIMV2
Root\CIMV2\Applications\Exchange
Root\MicrosoftExchangeV2
    To configure the permission, complete the following steps:
    1. Click Start > Run > Open wmimgmt.msc.
    2. Right-click WMI Control (Local), and click Properties.
    3. In the WMI Control (Local) Properties window, click the Security tab.
    4. Click WMI namespace, and click Security.
    5. In the Security window, select the following permissions to allow the user or group:
      • Execute Methods
      • Full Write
      • Partial Write
      • Provider Write
      • Enable Account
      • Remote Enable
      • Read Security
      • Edit Security
  2. Ensure that the Agile Service Manager service account has enough permission for the Exchange Server and Folder Tree objects. To configure the permission, complete the following steps:
    1. Click Start > All Programs > Microsoft Exchange > System Manager
    2. In the Exchange System Manager, expand Servers tree and find the server object to be discovered.
    3. Right-click the server and select Properties.
    4. In the Properties window, click the Security tab.
    5. Click Add, and select the user for the Agile Service Manager service account, and click OK.
    6. In the Permissions for Administrator field, make sure Allow check boxes next to the following permissions is turned on:
      • Read
      • Execute
      • Read permissions
      • List contents
      • Read properties
      • List object
      • View information store status
    7. In the Exchange System Manager, expand Folders tree and find the folder tree object to be discovered.
    8. Do the same operation as described above for the server.

WMI class does not exist

Problem
The following message appears in the sensors/ ExchangeServerSensor-*.log file:
System.Management. ManagementException: Invalid class
Solution
The message typically means that the sensor tried to refer to a WMI class that does not exist. Possible causes include that the Exchange Server is not installed correctly, or the version of Exchange Server is not supported.
Only Microsoft Exchange Server 2003 is supported. Microsoft Exchange Server 2007, 2000, and 5.5 are not discovered because these versions are not supported.

Unexpected discovery result

Problem
The virtual servers for the following protocols are not discovered:
  • HTTP
  • IMAP4
  • NNTP
  • POP3
Solution
For Microsoft Exchange Server 2003, the sensor supports virtual servers for only SMTP and X400 protocols.