Troubleshooting Outlook Sync Installation Wizard

Overview

This document provides general information on how to troubleshoot the Outlook Sync Installation Wizard with Exchange 2003.

What does OutlookSync Installation Wizard Test?

OutlookSync Installation Wizard test connectivity with your exchange, verifies that CWADMIN (or another user) has access to create and delete appointments for its calendar, verifies that CWADMIN (or another user) can create and delete contacts in the public folder that stores ConnectWise contacts on your system. Finally, after all these exchange tests have passed, the OutlookSync Installation Wizard will guide you through a test for MAPI names for all active members.

Prerequisites for Installing OutlookSync Service

This section describes how to configure your Exchange Server 2003 for OutlookSync Service. The below prerequisites are required for this service to function properly:

Outlook Web Access is required and you must login at least once.
CWADMIN account MUST have "full control" permission to the mailbox store in Exchange to access all users' calendars.
Create a new HTTP Virtual Server with Exchange and Public virtual directories. This website is created exclusively for OutlookSync Service access. This method will not require you to make any changes to your existing Outlook Web Access (OWA) settings.

Configuring your Exchange Server for OutlookSync Service

Step 1: Install Outlook Web Access (OWA) per Microsoft's guidelines.

Step 2: Grant the CWADMIN user full control to all mailboxes from Exchange System manager.

Start Exchange System Manager.
Expand the Exchange system tree until you find the database object for which you want to have full mailbox access.
i.e. First Administrative Group >> Servers >> Server1

Step 3: Create a new HTTP Virtual Server in Exchange System Manager.

Start Exchange System Manager.
Expand the Exchange system tree.
Navigate to Servers >> [your server name] >> Protocols >> HTTP.
Right-click on HTTP and select New >> HTTP Virtual Server.
Enter "CW OutlookSync" for the name of the virtual server.
Leave the IP Address set to All Unassigned.
Click on the Advanced button.
Highlight the identity and click the Modify button.
Change the TCP Port to 82 and click OK twice.
Do not modify any of the other default options.
Click Apply to complete the virtual server setup.

Step 4: Create the Exchange and Public virtual directories below "CW OutlookSync" virtual server

Right-click on the "CW OutlookSync" virtual server and select New >> Virtual Directory.
Enter "Exchange" for the name of the virtual directory and select the Mailboxes for the SMTP domain radio button.
Right-click on the "CW OutlookSync" virtual server and select New >> Virtual Directory.
Enter "Public" for the name of the virtual directory and select the Public Folder radio button.
Click Apply and Ok.

You have completed the setup of the CW OutlookSync Virtual Server. Your new virtual server should appear as it does in Figure 1.

Figure 1 - CW OutlookSync Virtual Server Example

List of Problem(s)

There are a few issues that will prohibit successful usage of Outlook Sync as a Windows service. Let's go over a list of possible problems that can occur.

I receive a 403 error while the Outlook Sync Installation Wizard is testing access to each user
I receive a 404 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard
I receive a 440 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard

I receive a 403 error while the Outlook Sync Installation Wizard is testing access to each user

Problem: I am using Exchange Server 2003 and I am receiving a 403 error while the Outlook Sync Installation Wizard is testing access to each user.

Solution: This 403 error means that you will need to grant the CWADMIN account the "send on behalf of" permission to each of those users. You can grant these rights by opening Active Directory >> Right-click on the user and pick properties >> Click the Exchange General tab >> Click Delivery options >> Click the Add button and pick CWADMIN user. You will need to perform this for all users using the Outlook Sync integration.

I receive a 404 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard

Problem: I am using Exchange server 2003 and I am receiving a 404 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard.

Solution: Add a top-level domain to your Exchange domain. (i.e. mailhost.com, mailhost.local)

I receive a 440 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard

Problem: I am using Exchange server 2003 and I am receiving a 440 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard.

Solution: Add a domain e-mail address to each member including CWADMIN. (i.e. cwadmin@domain.local, cwadmin@domain.int )

Problem: I am using Exchange server 2003 and I am receiving a 440 error after entering the URL, username/password, domain, Contact Sync folder, and clicking [Next] during the Installation Wizard. However I tried adding adding a domain e-mail address to each member including CWADMIN but I am still receiving the 440 error.

Solution: Delete CWADMIN domain user and re-create the user.