Migrating NetHelpDesk

Transcription

1 Migrating NetHelpDesk Whether NetHelpDesk is installed in your local environment, located on a data centre elsewhere, or on our NetHelpDesk hosted platform (SaaS model), moving NetHelpDesk and its files is a straight-forward process. There are no registry or.dll file reliance that are unique to NetHelpDesk. As long as the environment is a Windows environment, the migration should be swift, with the minimum of hassle. There is a checklist of items to consider whenever migrating NetHelpDesk, and to keep in mind, regardless of the switch situation: 1) Installation Environment. NetHelpDesk is a Microsoft Windows product, and built to be installed in a Windows operating system. It doesn t matter if this Windows 7, or Windows Server 2012, or virtualised. As long as it is Windows, NetHelpDesk works. 2) SQL Server Database. NetHelpDesk s data is stored in a Microsoft SQL Server environment. The installation version of SQL Server on the new server, needs to be the same or newer version, in the new environment. In other words, if SQLServer 2012 is currently being used, it cannot be migrated to a SQL Server 2005 environment. 3) Integration. Depending on how you connect to mailboxes to process s in and out of NetHelpDesk, preparation is key. If you connect to a standard POP3 mailbox, the migration should be relatively quick. If using Mail Profiles installed on the current machine to connect to an Exchange Server mail environment, receive connectors will need to be set up in Exchange to expect to receive requests from the new NetHelpDesk server, to process s. These permissions are vital. 4) Calendar Integration. As with , if mail profiles are being used to connect to Calendars in an Exchange environment, these will need to moved also, and done by your Exchange administrator. 5) Billing Integration. If you have QuickBooks integration, for example, this will also need to be installed on the same server as the new NetHelpDesk environment, as well as the Intuit class files, that allow NetHelpDesk to communicate with the QuickBooks Company file. Other billing platforms may also be affected, to preparation needs to happen before migration. 6) File Migration Speeds. Migration from one server to another is a matter of transferring files, and dependent on speed. If you know that migration of data can be slow in your environment, or the database and folders for NetHelpDesk are particularly large, time for the transfer of these also needs to be seriously considered, and its impact on your business. 7) Data Connectivity If the new environment is in a data centre outside of your local domain, and/or you have previously used remote enabling software, such as GO-Global or RemoteApp, this will need to be considered also. Speak with your NetHelpDesk representative for more information. Essentially, you are reinstalling NetHelpDesk in a new environment. The only difference is now there is data in your database, whereas in the beginning, your database was empty. If the above is considered, and resource made available for any issues that arise from those responsible, there s no reason NetHelpDesk migration shouldn t be a smooth one. Net Help Desk Limited Page 1 of 24

2 Preparation In all situations, whether migrating NetHelpDesk from one server to another, or moving from our SaaS platform to a local one, the preparation remains the same. Should you have any concerns about migrating NetHelpDesk (NHD), please advise your NHD representative of all concerns prior to beginning this migration process. Whilst NetHelpDesk tries to ensure a smooth transition, this document is by no means exhaustive. 1) Prepare the new environment. The installation guide will assist with this preparation. 2) You don t need to run the installer programs again on the new server. It s not necessary to do so, and can cause additional work. However, if you want to, you can. 3) Installation of the SQL Server environment is key for the database to be migrated successfully. NetHelpDesk installer comes with SQL Server 2008 R2 Express. If your database is in a newer version of SQL Server, you will need to ensure the new environment has this. 4) If the database is larger than 10GB, the SQL Server cannot be the Express (free) edition, and a full version of SQL Server purchased. NetHelpDesk doesn t sell this third-party software, and needs to be sourced by your team in accordance with your company policies and procedures. If you are moving from the NetHelpDesk SaaS model, speak with a NetHelpDesk representative to determine the size of your database prior to installation. 5) If QuickBooks is used for Billing, the same version of QuickBooks and the foundation class files will need to be installed in this new environment. 6) If using Mail profiles to connect to mailboxes for and/or calendar integration, these will need to be setup also. PLEASE NOTE: Leave everything as it is on the existing server, and work with copies. Move a copy onto the new server. In the unlikely event anything doesn't go to plan, you still have a working instance of NetHelpDesk to go back to. 7) All communications in and out of your DB will need to be stopped during the migration process. There will be a period of time when NHD will be unavailable to your technicians and your endusers. 8) Because of this, your organisation will need to decide the best time to migrate, and take in any considerations for any issues that may arise during the migration process. NHD prefers that this is not done on a Friday or at the weekend, so that we can support you. However, if this is the only option, speak with your NetHelpDesk representative to make special provisions for you. 9) Provisions will need to be made for urgent calls from your Customers / End-users outside of the NHD process, and a disaster recovery plan in place to operate without NetHelpDesk. This is highly unlikely to need to be invoked, but the worst case scenario should be anticipated as good practice, in accordance with your company s policies and procedures. 10) If you have a web portal, this will need to be disabled during migration also. Your end users may need to be notified of lack of access for the period of time of migration. Net Help Desk Limited Page 2 of 24

3 11) If you use Calendar integration, please advise your NHD representative before beginning migration. Mail profiles will need to be setup in the new environment prior to migration. 12) Should you have any other type of integration (QuickBooks, Sage, GFI Max or alternative RMM software, Office 365, Google Calendar, Remote Access software), please advise your NHD representative prior to migration. The main guide has details of setting these up. 13) If using Windows Authentication for your Technicians, and you are moving to the NetHelpDesk SaaS model, this will cease after migration. Ensure your Technicians NHD passwords are updated, and end-users advised of how they will connect through the web portal in the new environment. 14) If your account/s are on an internal Exchange Server, please ensure that the person who manages this is available to the NHD representative during the migration process. 15) Delete all existing NetHelpDesk shortcuts that connect to the former environment. These will no longer be needed. You may wish to keep one for editing, to distribute post-migration if not using the NetHelpDesk SaaS model. Migrating from NHD SaaS Model to Local Installation If migrating from NetHelpDesk s SaaS Hosted Model, NetHelpDesk will be able to take a backup of your database and files, and upload them to your chosen FTP for you to download locally. We will do this when you tell us to, according to your schedule. This guide speaks to migrating NetHelpDesk, and these manual processes will need to be carried out by the person who will look after the NetHelpDesk installation moving forward. It is important that the preparation work above is carried out before migrating of data begins. Failure to do so may lead to more downtime for your team than would be suitable. Speak with your NetHelpDesk representative for advice on this. Scheduling a Date and Time During the actual migration process, the following need to be considered. 1) ALL ACCESS to your NHD database should be ceased during the migration period. 2) When ready, ensure the NHServer process is stopped to stop any s, and any scheduled tasks to launch NHServer are stopped and disabled. 3) Ensure all Technician users are logged out of your database during the entire migration period. 4) Ensure the web portal access for your end-users is stopped before migration begins. - Document Continued - Net Help Desk Limited Page 3 of 24

4 Backing Up 1) Take a backup of your NHD folder/s. Folders include the folders in the former file structure. Take a copy of the NetHelpDesk folders (in previous versions, these are called either: Or a. NetHD, NHWeb and NHLogs b. NetHelpDesk (with Log, SQL,Web,Win folders inside) 2) Your NetHelpDesk database should be using Microsoft SQL Server. To move the data, you will need to create a backup file of the SQL database using SQL Server Management Studio. 3) If this isn t installed where the SQL database is located, then it will need to be installed. Each version of SQL Server has its own version of Management Studio, and 32bit and 64bit versions also. 4) If you are moving from/to the NetHelpDesk SaaS model, please speak with your NetHelpDesk representative. They will do this part for you. The database and this folder structure is all that is needed insofar as NetHelpDesk files. 5) In SQL Management Studio, log in as a SQL Server Administrator, who has permissions to the database. As with initial installation, we always recommend using a SQL Server Administrator authentication, as opposed to Windows authentication. It is easier, and without issue, if the login is known by the relative party. 6) Once you have logged into the Instance, go to the database and right click to bring up more options. 7) Click Tasks and then Backup. 8) Ensure that a. The database is selected that you would like to backup, and b. The backup type is full, and c. Back up to Disk is selected, and d. You specify a path that you have access rights to. The NetHelpDesk SQL folder is the easiest. The screenshots that follow are of SQL Server Regardless of which version of NetHelpDesk you are running, or the version of SQL Server being used, the steps remain the same. If you are unsure at any time, please speak with a NetHelpDesk representative. If your company does not have the resource for some, or all parts of this migration, please speak with a NetHelpDesk representative, so that they can prepare options for you. NetHelpDesk relies on third party software integrations to get the most from the product, and it is usually these that cause any issues that arise, due to the permissions of the customer s environment. If you think any cost will be incurred during this process, speak with us before commencement of the migration process. Net Help Desk Limited Page 4 of 24

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7 Restoration In the new environment, you will now have the folder structure that was used in the previous MANUALLY RESTORING A NETHELPDESK DATABASE INTO A SQL SERVER INSTANCE Your database for NetHelpDesk will need to be added to the new instance of SQL Server. NetHelpDesk uses this database to store and retrieve data and configuration to the main NetHelpDesk interfaces. To Restore the.bak Database: 1) Open SQL Management Studio and log into your instance using your sa or relevant high level access account. 2) Right click on Databases and left click Restore Database. 3) In the Destination for restore section, in the To database field, enter a name for the database (e.g. NetHelpDesk). Net Help Desk Limited Page 7 of 24

8 4) In the Source for Restore section, select From device, and set the path by browsing using the ellipsis button. 5) Click Add on the Specify Backup screen. 6) Navigate to the nethelpdesk.bak file downloaded in Step 1 above. 8) Click OK. (e.g. \NetHelpDesk\SQL\nethelpdesk.bak). 7) Ensure the checkbox in the Restore column is selected. 8) Click OK, and then click OK. Again. 9) Once completed, the database will be ready to connect to. - Document Continued - Net Help Desk Limited Page 8 of 24

9 Post Migration Steps There will be a number of things to do, once NetHelpDesk is in its new environment. The NetHelpDesk support team will need to do this for you if migrating to the SaaS model, but will need your IT team to work with them for specific mailbox setup, and so on. CONFIGURING A NEW UDL FILE FOR USE WITH SQL SERVER The data link file, which links the NetHelpDesk interfaces to the SQL Server database, will need to be updated. The data link file is called NetHelpDesk.udl, and one is automatically created and configured for you if following the installer. If not, you will have to do this manually. To achieve this: 1. In the \NetHelpDesk\Win folder, a sample SQL compatible UDL file called SQLServer.UDL can be found. 2. Copy this file and paste into the root of the \NetHelpDesk folder, and rename it to be called NetHelpDesk.udl. 3. If one already exists, replace that existing file with this one. 4. Double click the file to launch the OLE DB Core Services program to edit. 5. In the Connection tab, specify the name of the server or the IP address, followed by,14331 or whatever TCP port number you have specified in the Configuration Manager. 6. We strongly recommend that you Use a specific username and password, and use the sa account mentioned previously. 7. If you must Use Windows NT Integrated Security, make sure that the users connecting have full access to the SQL Server instance, similar to the sa account mentioned previously. If not, the connection will not work. 8. Select the SQL database created above, whether upsized or empty. 9. Test the connection, and you will see the confirmation screen below. 10. If the test does not succeed, switch off the firewall on the server, to ensure this is not blocking connectivity. 11. Any other errors will be mostly due to permissions issues with the login(s) you are using. If using the sa account, these rarely, if ever, happen. Net Help Desk Limited Page 9 of 24

10 CREATING NEW SHORTCUTS MANUALLY To use the NetHelpDesk Windows Interface, a shortcut is needed, and manually created if using the installer. If setting NetHelpDesk up manually, you will need to configure this manually. If there is a NetHelpDesk shortcut in the root of your \NetHelpDesk folder, these can be amended as necessary. 1. Right click > Properties to amend. The shortcuts must have the following in order to be used: a) The target line must point to the location of the NetHDClient.exe. b) Immediately after this, the path of the NetHelpDesk.udl file needs to be specified. c) Both of these must be pointed to the UNC path, so rather than C:\, it will be labelled \\(Server name)\. 2. Make sure that you give the new shortcut to your team internally, so that they can access it when they need to, following full migration. Please Note: The NetHDClient.exe, the web interfaces, and the database can all be situated in three different places, two different places, or altogether in one. As long as the shortcut, and the NetHelpDesk.udl files point to right locations, NetHelpDesk will launch without issue. 3. Also make sure the NHServer has a shortcut configured similar to the main client one. The following graphic explains the main components of NetHelpDesk. If you have moved the location of the Windows Application and/or the NetHelpDesk database, the following will need to be changed. 1) Once done, adjust any shortcuts for a. NetHelpDesk, and b. NHServer previously configured to point to the old server s UNC path, to now point to the new server. 2) Make sure that you give the new shortcut to your team internally, so that they can access it when they need to, following full migration. 3) If moving to NetHelpDesk s SaaS model, you will be provided an installer to run on each machine that requires access. Net Help Desk Limited Page 10 of 24

11 4) If you have migrated the SQL database to a new server, ensure that the.udl data link file now points to the new SQL database. Net Help Desk Limited Page 11 of 24

12 5) Log into the Windows Application, click on N > Setup > Advanced Options > Advanced System Settings Tab and change the folder paths. 6) Click on N > Setup > Advanced Options > Doc Folders/Other Tab and change the folder paths. 7) Create a new scheduled task to allow NHServer to process. 8) If you also need to migrate the web portal, you will need to follow the instructions to set up the portal on the new server from scratch. These are in the main guide. If during any of this process you get stuck, or need assistance, please contact our Support Team. - Document Continued - Net Help Desk Limited Page 12 of 24

13 MANUAL INSTALLATION OF WEB INTERFACES When Component 1 has completed, it places files ready for the manual setup that it also uses as part of the installer. All the installer does is automatically do what we will now show you manually how to do. A brief reminder of the pre-configuration steps for Component 2: IIS Manager To check if you have IIS installed, or to add it in, the following details what to do: Server 2003/XP WINDOWS VISTA/7/8 SERVER 2008/SERVER 2012 Control Panel > Programs > Add/Remove Windows Components Control Panel > Programs > Programs and Features > Turn Features On or Off CGI Module To check if you have the CGI module as part of the IIS install: Server 2003/XP WINDOWS VISTA/7/8 SERVER 2008/SERVER 2012 Installed as part of IIS automatically. No need to check. Control Panel > Programs > Programs and Features > Turn Features On or Off > Internet Information Services > World Wide Web Services > Application Development Features. If you cannot see the web server role service initially, scroll down, and also make sure the ASP role service has been added to change size limit permissions. Server 2003/XP example Other Windows Example If using a separate server for the Web Interfaces, simply copy the \NetHelpDesk\Web folder and place on the new server in a folder of your choice. Simply carry out all steps here on that server. Net Help Desk Limited Page 13 of 24

14 .net Framework 3.5 Most new Windows environments will already coming with.net Framework 4.0, but unfortunately, this is doesn t include previous.net Framework versions. You will still need to install 3.5 as well. It may already be installed. Server 2008 All Other Windows Environments Control Panel > Programs > Programs and Features > Turn Windows Features On or Off > Server Manager. Click Features > Add Features >.net Framework features. No restart is required. Go to and download the installer file. This installer is from the Microsoft Website. Check the MS website for updates, if required. No restart is required. Example of Features Select Screen in Server Manager Once IIS with CGI Module and.net Framework 3.5 are installed, the web interfaces can now be setup. For Component 2, there are a few more steps to take once the above is confirmed completed: Web Interface Pre-configuration - IIS 6 ONLY (Server 2003/XP) 1. Open up the IIS Manager, and under Site List, create a new website called NHD with read, run and execute permissions. 2. When prompted, enter the path of your web files folder, chosen in step 2 above (e.g. \NetHelpDesk\Web). 3. Go to the Web Service Extensions tree node (below the Websites node) and allow CGI extensions to run. 4. Also ensure Active Server Pages are allowed to run. Net Help Desk Limited Page 14 of 24

15 Web Interface Pre-configuration - IIS 7 and above (Vista/7/8/Server 2008/Server 2012) 1. Open up IIS Manager, under Sites node, create a new website called NHD, setting the path of your web files folder chosen during initial setup. (e.g. \NetHelpDesk\Web). 2. In the IIS Manager, click on the tree node that has the name as your server, then click on the icon for ISAPI and CGI Restrictions in the right window Web Interface Main Configuration IIS All Versions If you are using an older version of IIS, and do not see the options below, then nothing needs to be done. Move onto the next section. If stuck, please call our support team for assistance. User Access Levels To run a website in IIS, nominate a user who will have full access to the web site files and grant them the correct access. The standard IUSR account is perfect for this. In IIS: 1. Highlight the website name, and on the right hand side under Edit Site, click Basic Settings. 2. Click Connect As button. 3. Choose the Specific User option and specify the IUSR account. 4. Right click on the Website Name and check the Security Tab. Check this user has full access. Virtual Directories 1. Now create 2 virtual directories directly under the site, one called Attachments and one called KBAttachments. 2. To do this, right click on the site name in the Tree Node, and click Add Virtual Directory 3. The alias for each one should be Attachments and KBAttachments respectively, and the physical path pointed to the NetHelpDesk folder > Reports > and their corresponding folders. Net Help Desk Limited Page 15 of 24

16 Default Document The Default page list will need to have wb2.nhd added to the list for the website to work. ISAPI and CGI Restrictions: 1. Look for the ISAPI and CGI Restrictions icon. If you cannot see this icon, please go back to the pre-configuration steps above relevant to your IIS version. 2. In ISAPI and CGI Restrictions, add the path to the following files: a. wb2.nhd b. webstats.exe c. NetHDWebServiceB.exe and allow execution path to execute. Attachments Size Limit IIS automatically sets the size limit of file attachments. To edit, go to the website level, double click on ASP, and under limit properties. Maximum Requesting Entity Body Limit Set usually to 200,000. Change to at least 2,000,000. Handler Mappings 1. Go to the website you have added, and click on Handler Mappings. 2. On the right of the screen, click the link Add Module Mapping. 3. Add a new module mapping with the following: Net Help Desk Limited Page 16 of 24

17 Request path: please type *.exe Module: please type CgiModule Executable (optional): please DO NOT type PLEASE LEAVE THIS FIELD BLANK. Name: please type Choose a sensible name. 4. And click OK. This adds a handler to the website itself, to tell IIS to treat the *.exe files as CGI programs, and not just as a downloadable files. Also add one for the wb2.nhd file. Request path: please type wb2.nhd Module: please type CgiModule Executable (optional): please DO NOT type PLEASE LEAVE THIS FIELD BLANK. Name: please type Choose a sensible name. Have you changed NetHelpDesk s Default Folder Settings? Attachfile.asp 1. In the Web folder is a file called attachfile.asp. 2. This file contains a path to the Reports folder. 3. If you have changed the default installation folder, this will need to be modified to your chosen location. E.g. (E:\Program Files\NetHelpDesk\Win\Reports). Cnetweb.ini 1. The Web program log folder is called Logs. 2. It is specified in an.ini file in the Web folder called cnetweb.ini. 3. If you have changed the default installation folder, this will need to be modified to your chosen location. E.g. ( \Program Files\NetHelpDesk\Logs). Setup is now complete. Windows Authentication Auto-login for Internal Users Only 1. In IIS, for the website, click on Authentication, and ensure Anonymous Authentication is set to disabled, and Enable Windows Authentication. If not present, open up Server Manager, expand the Roles node. Click the Web Server (IIS) > Add Role Services. Add Windows Authentication under the security node. 2. In NetHelpDesk, go to N > Setup > Main Configuration > Self Service Portal > Allow Windows Authentication. 3. Select Use end user s network login name on logon screen instead of full user name and deselect Use end user s address on logon screen instead of full user name. Net Help Desk Limited Page 17 of 24

18 Connecting Web Interfaces to the NHD Database For the web interfaces to be meaningful and useful, they need to be connected to your NetHelpDesk database. Standard Installation If using the installer on the same server, this is done for you. The wb2 application that drives the web interface looks for the NetHelpDesk.udl file in the folder above its install location. So, in the standard installation using the installer, wb2 is found in the \NetHelpDesk\Web folder, and so looks to the root of the \NetHelpDesk folder for NetHelpDesk.udl. Web Interfaces Installed on Different Server If the web interfaces are installed on IIS on a different server to the main NetHelpDesk install location, you will need to tell the web interfaces how to connect to the database. In this case, you will need to take a copy of the NetHelpDesk.udl file and place in the \NetHelpDesk\Log folder (specified in the cnetweb.ini file) and rename the file to be: NHDatabase.udl. End-user Web Interface When browsing to the web interface in IIS, the very first page is for your end-users. The default is for the end users to use addresses and Passwords given to them by you. If your end-users are inside your domain, and you are using LDAP / Active Directory integration, you may want them to be automatically logged in. To do this: 1) Change to Windows Authentication in the setup as detailed in this guide. 2) In NetHelpDesk, go to N > Setup > Main Configuration > Self Service Portal > Allow Windows Authentication. Net Help Desk Limited Page 18 of 24

19 3) Select Use end user s network login name on logon screen instead of full user name and deselect Use end user s address on logon screen instead of full user name. To set up End-user access to this web interface, see the relevant section of this guide. It is important that you decide how to create your users in NetHelpDesk, before setting up their web access. To customise the web interfaces, see the relevant section of this guide. Technician Web Portal Access There will be an option below the standard login boxes for your Technician Login, which says Login as a Technician. The login box name changes to Technician Login Name. You will see that the URL is slightly different too. For the Technician logon screen, it has added wb2.nhd\?f=login in the address bar. To hide the link from the main end-user login screen, go to N > Setup > Main Configuration > Self Service Portal > Untick Hide Login as End user/technician Link. Please Note: Whilst the Technician Web Interface has a different URL for use with a regular web browser on your device, it is not the URL used for the smartphone access. For the smartphone URL, use the end-user URL instead (see separate guide for this). The screens once you login are different for an End-user, compared to a Technician. The easiest way to tell the difference during testing is the 6 drop-down menus in Technician login. They only appear for a Technician, and not for an End-user. - Document Continued - Net Help Desk Limited Page 19 of 24

20 RESTORATION As stated before, you are essentially installing NetHelpDesk again on a new server, and all the same preparation will need to have been followed. To setup working again, follow these steps. Outgoing SMTP Mail All mailboxes, regardless of which ones you choose to use, will use Simple Mail Transfer Protocol or SMTP for sending s. The standard port for SMTP is port 25. To ensure that NetHelpDesk can send s from the new environment, you will need to make sure that: a) Your mailbox is configured to allow NetHelpDesk to send s from it. b) Add in a main SMTP account settings to the Mailbox section of NetHelpDesk. c) Ensure that the NHServer program, described above, is running a scan. At any time, if you struggle with the mail settings in NetHelpDesk, remember that our Support team are here to help you. PLEASE NOTE: Setting up outgoing and incoming in NetHelpDesk is no more complicated or different to setting them up in Microsoft Outlook. If you can send and receive s from Microsoft Outlook rich client (Not Webmail or equivalent), then you will be able to in NetHelpDesk. Sending s via Office 365 or Public Provider (e.g. Gmail, Outlook.com etc.) If using an Office 365 or a Public Provider account, there should be no problems adding the SMTP account settings into NetHelpDesk, and using them straight away. In Office 365, log into your account using the Outlook Web App, and go to Options > Settings for POP,IMAP & SMTP Access. The details you need are in there. If using Transport Layer Security (TLS), the standard port for sending is 587. Sending s via Exchange Server 2008/2012 Mailbox To send s using SMTP via a mailbox on your local Exchange server, you may need to add a Receive Connector. This prepares your Exchange for receiving requests to send s from the server that NetHelpDesk is installed on. To add a Receive Connector to your Exchange Server: 1. On the Exchange Server, open your Exchange Management Console > Server Configuration > Hub Transport. 2. At the bottom half of the screen, the Receive Connectors tab will display. 3. On the right, click the option New Receive Connector. 4. Give the Connector a name (e.g. NetHelpDesk) Net Help Desk Limited Page 20 of 24

21 5. Select Custom and then click Next. 6. On the Local Network settings screen, accept the defaults and click Next. 7. Under Remote Network Settings, remove the default IP range. 8. Add the specific IP address of the machine that is running the NHServer program. Click Next. PLEASE NOTE: We have found that entering a range of IP addresses does not work as you would expect, whereas a specific IP address does. 9. On the New Connector screen, click New button to continue. Click Finish. 10. Right click on the newly created Remote Connector, and select Properties. 11. On the Authentication tab, ensure that the only box that is checked is the Externally Secured checkbox. 12. On the Permissions Group tab, ensure that only Anonymous Users and Exchange Servers are checked and click OK. 13. Click OK to save your Receive Connector settings. If NetHelpDesk experiences any issues sending from this address, the Exchange or Mailbox you are using will return a standard error message to NetHelpDesk. If using Exchange, those will be listed here. If external, please consult your external provider. - Section Continued Net Help Desk Limited Page 21 of 24

22 Common SMTP Error Messages 535 Error: Authentication failed The username and/or password specified in the settings are incorrect. Please check. A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. Usually that the incorrect SMTP port has been specified in the settings. The default is 25 for SMTP. If you are using TLS/SSL Setup, the default is 465. Unable To Relay Ensure you have setup the Receive Connector as specified above. You need to configure your Exchange server to allow messages to be sent onward as needed. See Google for details of mail relaying. e.g. Unrecognized Auth Type Remove Username and Password from the SMTP settings. Make sure SMTP details are in NetHelpDesk OR NHServer, and not both. Make sure these two are in place, and then shut down NHServer, and then restart NHServer. Cannot make connection as the target machine actively refused it Right click on the NHServer.exe and on the compatibility tab, ensure that it is set to run as Administrator. If this is greyed out, it s either already set on, or restricted by, the accounts you are logged on the machine with. 502 Error: Command Not Implemented Use TLS checkbox has been checked in the NetHelpDesk settings, but is not configured on the mailbox, or the mailbox you have entered does not exist at all. - Section Continued - Net Help Desk Limited Page 22 of 24

23 Incoming Mailbox If you are using a POP3 setup to receive s in NetHelpDesk, these should be ok in the new environment, and no further action should be required. However, if using MAPI profiles, these will need further action. Receiving s using MAPI Profiles 1. Make sure that machine where NetHelpDesk is installed does not have the MAPI CDO Client installed. If it is, uninstall, and restart the machine before proceeding. 2. On the machine which will be running the NHServer program, go to Control Panel > Mail > Add Profile and enter the information required to access the mailbox being used for incoming Now open Microsoft Outlook and connect with this profile. 4. You may be asked to enter credentials. Enter the correct password and click Remember Password. 5. Exit Outlook. Then, start populating the incoming mailbox details: 1. Specify the Mailbox Type. 2. Specify the name or the IP Address of the POP3 Server. 3. If the port differs from the standard 110 port, please specify it here also. If using an Office 365 e- mail account, and use TLS, the default port for this is If using TLS/SSL protocols on the mailbox, select the checkbox provided. 5. Specify the Username and Password of the account you wish to poll from. 6. Also specify a Request Type that you would like NetHelpDesk to create requests using s. This is essentially the form it fills out to create a request. These can be changed, amended, renamed and so on at a later stage. Common Incoming Errors Messages from your Exchange and Mailbox What They Mean Unable To Relay This may be accompanied by a blank . By Default, Exchange 2007/2010 will not allow other software to relay for sending s. Configure your SMTP server to allow messages to be sent onward as needed To allow NetHelpDesk to send s through the exchange server you need to add a receive connector as detailed in this guide. Also, you can read many articles by running a Google search for details of mail relaying Invalid SLA workdays definition The SLA group or Priority specified on the request that has an action being processed, is no longer available. Go into N > Setup > Main Configuration > SLAs and check that the SLA defined for the site involved in the is valid, and that the priority number is still specified. Net Help Desk Limited Page 23 of 24

24 SMTP Unrecognised Authorisation Type When trying to send s from NetHelpDesk, error log tab displays a SMTP Unrecognised Auth Type error. Remove the Username and Password from the SMTP settings, specified in either NHServer or in the main program under N > Setup > Main Configuration > Incoming . Shut down NHServer, and then restart NHServer. NHServer Connecting to SMTP - Target Machine Actively Refused When trying to connect to the SMTP Server to send s, the target machine actively refuses the connection. Right click and run NHServer as an Administrator. If this does not resolve, set up the mail settings in Microsoft Outlook with the same details you have put into NetHelpDesk, to make sure this works ok. MAPI_E_FAILONEPROVIDER Error If you receive the MAPI_E_FAILONEPROVIDER error while trying to list the FQDN for a particular mailbox it will be due to a permissions issue. The user which is logged into Windows does not have the required permissions to access the mailbox in question. Test retrieving the FQDN's by logging into the machine which runs the NHServer scan as the user who has access to the mailboxes. - End of Document Net Help Desk Limited Page 24 of 24