Technical guide for troubleshooting EWS (Exchange Web Services) related issues or problems in Track-It! 2020

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2020 R1


    APPLIES TO:

    Track-It! 2020 R1



    QUESTION:

    This article provides general troubleshooting advice and sources for troubleshooting information. Things don't always go as planned. Sometimes EWS requests fail or provide unexpected results. This can be frustrating, especially if the reason isn't obvious. Hopefully this never happens to you, but if it does, this article provides information about tools and resources that you can use to help troubleshoot your problem.
     


    ANSWER:

    Determine the EWS URL:

    For the Exchange Service Web URL, the URL shown below is usually the default value that is configured in Exchange (where %ExchangeServerName% is the Netbios or Fully Qualified Name of the Exchange server): i.e. https://ExchangeServerName/EWS/Exchange.asmx NOTE: If the above URL doesn't work, you can determine the exact one to use by taking the following steps on a machine with Outlook installed:

       
    1. Find the Outlook icon in the System Tray (near the clock). You may need to click a small arrow there to see all of the icons.
    2.  
    3. Hold down the CTRL key and right-click the icon.
    4.  
    5. Choose "Test E-mail AutoConfiguration" from the resulting menu.
    6.  
    7. Click the Test button. The URL for EWS is found next to "OOF URL".
      
    Examine Track-It! EWS logs

    Log File name: EwsMailListener_<Date_time>.log 
    Location: C:\Program Files (x86)\BMC\Track-It!\Logs 
    By Default ‘Error’ level is set for EWS component in Track-It!. Examine the above log and look for the error message. 
    Example: 
    Error | ewsmaillistener | trackit.integration.mail.exchange.exchangeclient.init | unable to authenticate with manually specified ews url. 
    Exception: microsoft.exchange.webservices.data.servicerequestexception: the request failed. The remote server returned an error: (401) unauthorized. ---> system.net.webexception: the remote server returned an error: (401) unauthorized. 

    Examine error codes:

    Sometimes the error code can go a long way toward pinpointing the problem, even if at first glance it doesn't seem to make sense. In the above case The remote server returned an error: (401) unauthorized. Error. 

    Solution:    Because the Autodiscover process involves trying multiple potential URLs, you could get this on one URL only to have the next one accept your credentials. For this reason, you shouldn't consider a single 401 error to indicate that the credentials are invalid. However, if you receive 401 errors from multiple URLs, you might want to prompt the user to reenter their password (if possible).

    For more information about handling specific errors, see the following articles: 

    Handling Autodiscover error messages

    Verify access:
    EWS is enabled by default, but   defaults can be changed. Use the   Get-OrganizationConfig cmdlet to make sure that EWS is enabled on the server, and the   Get-CASMailbox cmdlet to make sure that EWS is enabled for the user's mailbox. Also check both cmdlet responses for an EWS allow or block list, and make sure that your application isn't blocked from using EWS. 
    You should also verify that the   default authentication settings on the EWS virtual directory have not been modified. 

    Try another EWS client
    Sometimes it is helpful to try the same request from another client and compare results. If another client gets different results, what is different? Figuring out what is different between a successful request and a failed request can help explain why a particular request is failing. 
    While you can certainly write another client to test with, you don't have to!   EWSEditor is a sample client that uses the EWS Managed API and EWS. You can download the client (including the source code) and use it to try the same requests that are failing in your application. 

    Tools that can be used for troubleshooting:
    Download the following:  

     


    Article Number:

    000191410


    Article Type:

    FAQ/Procedural



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