5.7 Problems Running Knowledge Scripts

You may experience difficulties when running the Exchange-RT Knowledge Scripts. This section covers the following types of AppManager error messages.

5.7.1 Unable to initialize MAPI

A transaction fails with this error:

Unable to initialize MAPI. There may be a security problem. Please be sure the user ID is part of the Local Administrators Group. 

Make sure Outlook has been completely installed and initialized for a user on the computer. Also verify that the specified mailbox is owned by the user ID you supplied for the Exchange Logon and Run As Username Knowledge Script parameter.

5.7.2 Information Store Could Not Be Opened

You received the following error message:

The Information Store could not be opened. Exchange cannot resolve the mailbox name.

This most likely means that you entered the wrong name for the Mailbox name Knowledge Script parameter. Check the following:

  • Verify that you have specified the correct name for the Exchange server.

  • Verify that Outlook has been set up for the user listed for the Logon username and domain parameter in the Knowledge Script.

    Go to a computer, log on as the user ID specified for the Logon username and domain Knowledge Script parameter, and start up Outlook. Verify that you can access the mailbox, and that no pop-ups occur requiring you to specify a username and password.

  • Verify that Exchange can resolve the mailbox name.

    If you are using a mailbox that does not have a unique name, you need to use the fully qualified name (see below for directions) for the Knowledge Script to work properly.

Here is an example. If you have the following mailboxes defined on your Exchange Server: ‘test’, ‘test 1’, ‘test 2’, ‘system test’, and you specify ‘test’ for the Mailbox name parameter, you will be prompted for the mailbox to use because Exchange can’t determine which one to use. Therefore, you must use the fully qualified name, in this format:

/o=Your Corporation/ou=Your City/cn=Recipients/cn=test 

This is the information you’ll need to paste into the Values column for the Mailbox name parameter.

To find the fully qualified name:

  1. Open the Control Panel.

  2. Double-click the Mail icon.

  3. Click Show Profiles, then click Add.

  4. Select Microsoft Exchange and click Next.

  5. Leave the Profile Name field as is and click Next.

  6. Specify the Exchange server and mailbox you are looking for and click Next.

  7. For the Travel option, specify No and click Next.

  8. Click Finish.

  9. In the Mail dialog box, select the new profile and click Properties.

  10. Select Microsoft Exchange Server and click Properties.

  11. Enter the mailbox name you are looking for in the mailbox field and click Check Name.

  12. If more than one mailbox by this name exists, a dialog box appears. On the Change to list, choose the name you are looking for and click Properties.

  13. The name you need appears in the Email address field. Copy it and paste it into the Values column for the Mailbox name parameter.

Finally, try the Knowledge Script job again. When you are finished testing the response time, you may want to remove the new profile from the list.

5.7.3 Must Run as ‘Local System’ Account

The RunTransaction method of theResponseTime for Exchange managed object returned the following message:

The "NetIQ AppManager Client Resource Monitor" service (netiqmc.exe) user account is currently set as "xyz". It must run as "Local System" account in order to use this ResponseTime module.

Set the “NetIQ AppManager Client Resource Monitor” service to run as Local System. This is required for most ResponseTime modules. To do so, follow the instructions provided in Section 2.6, Permissions for Running Knowledge Scripts.

Then try running the job again.

5.7.4 Could Not Find the Domain Controller

The RunTransaction method of the ResponseTime for Exchange managed object returned the following message:

Could not find the Domain Controller for the domain.

One potential cause of this problem is that the value entered for the Domain Knowledge Script parameter is misspelled or does not exist.

ResponseTime managed objects validate the Logon and Run As Username/Domain Knowledge Script parameters and start the ResponseTime managed object process as that user. If the client cannot access the Domain Controller for the domain listed for the Domain parameter, the process cannot be started, and the transaction fails.

Make sure the value you entered for Domain is valid and is typed properly. Verify that the Domain Controller is active and that there are no network problems between the client and the Domain Controller. If the problem persists, contact the domain administrator

5.7.5 Unable to Validate Local Group Member

The following error occurred while a Knowledge Script was running:

Unable to validate the local group member. Problems with operating system.

NOTE: It is normal to see this error during network maintenance.

The message means that the operating system cannot provide information about a local group at that moment. This may occur once in a while during network outage or system maintenance.

If the problem persists, contact your network administrator.

5.7.6 Unable to Validate Domain User

The following error occurred while a Knowledge Script was running:

Unable to validate domain user. Problems contacting the domain controller while validating domain name and user account.

NOTE: It is normal to see this error during network maintenance.

This error may occur once in awhile during a network outage or during system maintenance. It may also occur if the Domain Controller is shut down or reboots during an AppManager ResponseTime for Exchange and Exchange Online operation.

If the problem persists, contact your network administrator.

5.7.7 Member Does Not Exist

The RunTransaction method of the ResponseTime for Exchange managed object returned the following message:

A member could not be added to or removed from the local group because the member does not exist.

The computer is not part of a domain (for example, it is in a workgroup instead of a domain), or it is not part of the domain (or a trusted domain) specified for the Domain parameter in the Knowledge Script.

5.7.8 RPC Over HTTP Polling Interval

When you are using the Exchange-RT Knowledge Scripts SendAndReceiveMessage and SendAndTrackMessage and have them configured to test RPC over HTTP, the time it takes for the message or return receipt to appear in the outbox depends on an Exchange Server setting, RPC over HTTP polling.

Outlook clients using RPC over HTTP use a polling mechanism to check for new messages. While polling is initiated by Outlook, the polling interval is set in the Exchange server. Polling is not new to Outlook 2003; Outlook 2002 automatically begins polling if a UDP notification is not received. However, Exchange 2003 offers the ability to configure a polling interval for RPC over HTTP clients.

By default, Outlook 2003 polls every 60 seconds. You can change the polling frequency by adding the following registry entry to the Exchange Server that contains the user’s mailbox:

Location: HKLM\System\CurrentControlSet\Services\ MSExchangeIS\ParametersSystem

Key: Maximum Polling Frequency


Value: N (in milliseconds)

The value, N, is the number of milliseconds between polling intervals. If Maximum Polling Frequency is not present, a default value of 60 seconds (60000 when set in milliseconds) is used. This value is the minimum number of milliseconds between polling intervals, which means that polling does not take place every 60 seconds. Instead, polling will occur any time between the polling frequency interval and twice that interval. For example, if you set the Maximum Polling Frequency to 90 seconds, polling will take place between 90 and 180 seconds after the last poll.

When setting this value, keep in mind that Microsoft does not recommend lowering this value because of the expected degradation of Exchange, Outlook, and network performance. Therefore, you should not use a polling frequency of less than 60 seconds.

5.7.9 Event or data collection stops after some time

When you run the Exchange-RT Knowledge Scripts, event or data collection might stop after some time.

To resolve the issue, do the following:

  1. Open Run and type regedit to open the Registry Editor.

  2. Go to the \\HKEY_LOCAL_MACHINE \SYSTEM\CurrentControlSet\Services\MSExchangeIS\ParametersSystem\ location.

  3. Increase the value of Maximum Allowed Sessions Per User as per your requirement.

  4. Close the Registry Editor.

  5. Open Run and type services.msc.

  6. Locate the Microsoft Exchange Information Store Service and restart the service.