Archiving Troubleshooting Guide

Transcription

1 archiving alerts are most often associated with failed attempts to pull mail from the associated journaling mailbox. In many cases, these alerts are resolved automatically. However, there have been cases, when the mailbox is located on a server that is under maintenance and we are required to take action. Here is what you need to know: Logon to MXINSPECT and pull the customer s account. Go to the Archiving tab at the top of the page. This page allows you to check the current status of the mail connector. You have access to other information that will more often than not help you determine if you need to take further steps. Such as, Last attempt and Last successful Poll. If you need more information or have questions about a specific module, please click on the Help button at the far right of the page. All the modules are explained in detail for each section of the site. 701 Grand Street, Ground Fl. Hoboken, NJ T F

2 In some cases, it is important to extend the failed attempts interval before sending out an alert. To do this, please click on the Setup tab and highlight/check the connector you are troubleshooting and click on Edit. The alerts tab, allows you to add recipients and change the particulars. Below you will find in detail what these settings mean. However, it is important to remember that by default we keep the successive failures to 10, before kicking out an alert. See screenshot below: 701 Grand Street, Ground Fl. Hoboken, NJ T F

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4 Mail Source window Alerts tab Use the Alerts tab to set up failure notification options for an individual mail source. You can enable or disable alerts, add or remove recipients, and set options. Configuring alerts determines when and how messages are sent to your recipients. 701 Grand Street, Ground Fl. Hoboken, NJ T F

5 See below if you are trying to setup a new connector or need help understanding the settings on the Connection page. Remember that you need a Journaling mailbox setup for this connector to work and should this customer have an ecare Exchange account you do that by setting up Compliance for a third party. This is done so the system is compliant 100% as the hosted provider and archiver cannot be the same company. 701 Grand Street, Ground Fl. Hoboken, NJ T F

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8 Setup and System What is the largest that can be archived? o Currently the maximum size is 50 MB. Any message that exceeds this size may not be archived. How often does Archiving move messages from my server into the archive? o The short answer is that your server is pulled several times an hour - as often as every few minutes. However, the main constraint to import frequency isn't how often Archiving is able to poll your server, but how often your server is available to be polled. o During a pull attempt, Archiving imports every message that exists in the journal mailbox at the moment the pull attempt began. While this is occurring, more messages arrive in the journal mailbox, but they will not be imported until the next attempt. The time it takes to download available messages depends on your organization's mail volume, server load, server performance, and your available upstream bandwidth. o For example, if there are only a few messages to import each time Archiving polls your server, you would see very frequent pull attempts, perhaps more than one attempt per minute. On the other hand, if you have very high message volume, Archiving constantly connects to your system, downloads until all messages have been imported, closes down the connection and then seconds or minutes later starts the process over again. In this case, you would see many fewer polls but nearly identical performance (that is, messages arriving into the archive in a timely manner). Can the import interval be adjusted separately for each mail source? o The interval cannot be adjusted, but a Quiet Period can be defined to prevent imports during a specified window. Can only certain users be set up for Archiving? o Archiving imports all mail present in any journal mailbox defined as a Mail Source within Archiving. Therefore, you may be able to limit what users are journaled by putting them in separate Microsoft Exchange databases: one with journaling enabled and one without journaling. Microsoft Exchange 2007 premium journaling contains more detailed journaling filters. Please consult your Exchange Administrator or Microsoft for more information on taking advantage of this functionality. 701 Grand Street, Ground Fl. Hoboken, NJ T F

9 How do I import old s into the archive? o Export all your historical data to PST format and note the total size of the PST files. Sign a historical data hosting agreement with your sales representative. You will receive further instructions on how to proceed after your order is processed. What happens to Archiving if my mail server goes into disaster recovery? o Archiving will not be able to pull messages until the mail server comes out of disaster recovery mode. What happens if Archiving loses the connection to my server while messages are being imported? o If the connection breaks, the message that was interrupted will remain on your server until the next import attempt. The partially imported message is discarded and is not committed to the archive. Searching How do I view archived messages? o Sign on to the Control Console. If you have more than one service, make sure you are viewing the Archiving portion of the Control Console. Select Archived Messages, and then select New. Enter at least one search criteria and either select Run or press the Enter key. How can I retrieve an image that was attached to a message? o After you have retrieved and opened the message, click on the attachment to download it. When I single-click an archived message in the search results window, why don't I see the message? o The preview pane is minimized. Click the double headed arrow in the lower right side of the window to open the preview window or simply double-click on the message to open it in a new window. How do I view Bcc recipients? o You must be a Customer Administrator to view envelope metadata, which includes Bcc information. Bcc recipients can be viewed by exporting a message and viewing the journal report body, which contains an exhaustive list of all recipients. 701 Grand Street, Ground Fl. Hoboken, NJ T F

10 What is the maximum number of messages that are returned and displayed when performing a search? o As many that match the search criteria. How much data can be exported at a time? o 1 GB. An employee has left the company and I want to remove their account and/or old s from the archive system. How is this done? o Arbitrarily deleting messages prior to the maturity of the retention period is forbidden. This intentional limitation makes the archive tamper proof. What type of Exchange journaling is required for Archiving to function properly? o Archiving uses Envelope Journaling. This method allows archiving of P1 message headers (envelope headers) which includes information about the recipients, CC, BCC recipients and recipients from distribution groups. Data Retention What happens after the retention period expires? o When a message ages past its retention period, it is permanently deleted from the archive. What's the difference between Journaled and Historical data? o Journaled data refers to messages that are automatically generated by the customer's mail server to a journal pickup mailbox for archiving (per the start date of the Agreement). o Historical data includes messages created prior to the start date of the Agreement as well as messages that were not journaled as of the start date of the Agreement. Does a Customer Administrator have access to a user's archived if the user has been deleted from the company's Active Directory and the mail servers? o Yes. Customer Administrators can search on, open, and export a deleted user's messages. 701 Grand Street, Ground Fl. Hoboken, NJ T F