Troubleshooting server connection

Once the Exchange Server is defined and the user's credentials are supplied, the program tries to establish connection to the particular Exchange Server. However, it may happen at times that the connection fails. Please refer to the links below to learn more about the most common connection errors and the solutions to these issues:

Error: "Failed to open mailbox ... Mapi logon failed"

Error: Failed to open mailbox 'Mailbox - <YOUR MAILBOX NAME>'. MAPI logon failed (MAPI_E_LOGON_FAILED) (0x80040111). module: 2MAPISession.cpp, line: 442, func: C2IMAPISession::OpenMsgStores

The above error, either displayed in connection wizards or saved in the log files, usually shows up after installing Windows or Exchange Server updates, Cumulative Updates (CU), Update Rollups (RU), Service Packs (SP) or after upgrading the Exchange Server to a newer version. To resolve it, follow steps from this Knowledge Base article.

Be aware not to mistake the above described issue with a different one that presents itself with a very similar error message as below (please note the error message that points at "Private Folders" instead of your mailbox name):

Error: Failed to open mailbox 'Private Folders'. MAPI logon failed (MAPI_E_LOGON_FAILED)(0x80040111).

In this case, the problem comes most likely from the improper IIS configuration. To resolve it, follow steps from this Knowledge Base article.

Error: "Failed to start service C2ExchangeSync"

ES - Error 1.
Fig. 1. Error message informing about inability to connect to Exchange Server.

This error is most often caused by entering wrong user name or password of user the Synchronization Service / Admin's Panel was configured to run under. To resolve the issue, go back to the Synchronization service account step and correct the user's credentials.

On the other hand if the user's credentials are correct the error may appear if the user's account has no rights to start the service. To resolve the problem, make sure the account is granted logon as service rights.

Error: "Failed to determine if the synchronization service is connected to Exchange Server"

ES - Error 2.
Fig. 2. Error message informing about missing information on the status of connection to Exchange Server.

This error most often happens if a user is not granted Domain Admin's rights. To resolve the issue make sure to grant the user the Synchronization Service / Admin's Panel runs under the Domain Admin's rights and rerun the wizard.

This error is also displayed in a situation in which the software has lots of items to synchronize. For example, if you have not been running the service for a long time, someone created many items at once or you have just added multiple mailboxes to your synchronization tasks. You will know this is the case if despite the error presented, the service works and target mailboxes of your synchronization tasks are receiving synchronized items. If so, you just need to wait until the software synchronizes the excess of new items and the error will stop being thrown.

Error: "Unable to collect MAPI configuration data"

ES - Error 3.
Fig. 3. Error message informing about inability to collect MAPI configuration data.

This error may appear if the user the Synchronization Service / Admin's Panel runs under has not his mailbox configured. To solve the issue create mailbox for the user or use another account with the mailbox configured.

Error: "Failed to configure MAPI profile"

ES - Error 4.
Fig. 4. Error message informing about failed configuration of MAPI profile.

This error may appear if the user's account the Synchronization Service / Admin's Panel runs under is set as hidden from Exchange. To resolve the issue, go to Exchange Management Console and in the properties of a particular account in the General tab unmark the checkbox Hide from Exchange.

However, if the above mentioned solution doesn't help, it will need further investigation. In such case, please collect the Log files and send the package to the Customer Support.

See also

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