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August 7th, 2015 10:00
Email Xtender Archive service refuses to start
Hi,
Recently we rebooted our EmailXtender server and we encountered some issues with some of the services coming back up post-reboot.
We determined this was caused by the AD account used to run the servers being deleted & recreated, so we updated the Login info for each pertinent service and rebooted again.
All services now appear to be working except EmailXtender Archive Service.
The error it gives in EmailXtender Administrator / Event Info is:
"EmailXtender Archive Service Requires the exAdmin Service to be running."
The service *IS* running. I've tried restarting all the services again, to no avail.
When we recreated the account, it is possible that the account may not have been added to all groups it was added to before, so that is a possible cause. However, I am not sure what groups/access the account running these services needs to have.
The services being run under the deleted/recreated account were:
EMC License Server
SQL Server (MSSQLSERVER)
SQL Server Agent (MSSQLSERVER)
SQL Server FullText Search (MSSQLSERVER)
SQL Server Reporting Services (MSSQLSERVER)
Any ideas?
EmailXtender version is 4.81.2518, server is Windows 2003 SP2.
Thanks,
Erik
BenCs
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August 11th, 2015 02:00
Did you follow the 'Update Service Account' procedure as described in the EX Documentation?
ejohnson_apress
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August 11th, 2015 07:00
The account used as the service account for that procedure is not the one that changed.
For some reason, the EmailExtender services are set up under one account (which didn't change) and the EMC Licensing and SQL Server services are set up under this other account, which is the one that changed.
ejohnson_apress
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August 11th, 2015 07:00
Yes I am.
BenCs
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August 11th, 2015 07:00
Are you able to connect to the database by SQL Server Management Studio with the Service account after the changes applied?
BenCs
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August 12th, 2015 03:00
Can you try to reboot the server? Sometimes other users are logged into and could 'claim' some services/paths as well.
ejohnson_apress
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August 12th, 2015 07:00
Thanks BenCs. Unfortunately that was one of the first things I tried.
We also don't have any users actively using the server.
BenCs
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August 13th, 2015 06:00
Can you give the full error description (screenshot from Event Viewer) ?
ejohnson_apress
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August 13th, 2015 10:00
Here's a screenshot:
I'm also seeing this, but I'm not sure if it's related:
BenCs
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August 14th, 2015 03:00
Can you give an overview of the Services.msc console? Which accounts have been configured to Run as the EmailXtender services?
ejohnson_apress
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August 14th, 2015 07:00
For the above services, the "LEGATO" services all run under the EmailXtender service account. This is not the account that was deleted and then recreated.
The EMC License Server and SQL Server services all run under the other account that was deleted and then recreated, and the login/passwords were reentered into the properties dialogs for each service to ensure the new account was recognized (since GUID and thus reference possibly changed).
BenCs
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August 17th, 2015 23:00
Very strange. Any other users/service accounts logged on to the server?
Do you see anything in OTG Event Viewer?
ejohnson_apress
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August 18th, 2015 11:00
No other users or service accounts are logged on.
Aside from the "EmailXtender Archive Service Requires the exAdmin Service to be running" message, I see Warning:
"CPolicy::CPolicy unable to use-access profile ". Error: 0x80070006. Trying profile 'exMail2077' from Address Rules.
I also see "Warning: 'EmailXtender Archive Service' is not running. Error Code: 203" from Admin.
and "ExExchangeMgr::CreateTemporaryProfile()--No Exchange Server Defined" from exExchangeMgr.
All other messages have severity Information.
Please note that the last message is not surprising as we are no longer using emailXtender to archive mail, we just need it to stay up so email archived prior to our migration to a different solution is accessible.
RKatwal
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August 21st, 2015 00:00
ExAdmin service is already running "Legato EmailXtender Administration" is the ExAdmin service. Somehow archive service is not finding that ExAdmin is running.
Try to run DebugView (technet.mictofot.com) and then try to start archive service. A lot of times DebugView can capture what is happening behind the scenes.
Can you please also port "dependencies" tab screenshot from the properties of Legato EmailXtender archive service?
Best regards,
Rajan Katwal
ejohnson_apress
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August 25th, 2015 12:00
Thanks for your response.
I unfortunately do not see anything pertinent or 'interesting' in DebugView output, here it is:
Dependencies:
BenCs
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August 27th, 2015 00:00
I would suggest to engage EMC Support in this case. Keep us updated afterwards of course