5.9 Transaction Failures

With the Exchange-RT Knowledge Scripts, there are the following types of Transaction Failure events:

Microsoft MAPI Errors
Microsoft Exchange Errors
Execution Errors
Queue Timeouts
Job Timeouts

First, we discuss general tips for dealing with an Exchange-RT transaction failure. Then, we discuss some of the specific errors in the above list.

5.9.1 Advice for Dealing with Any Transaction Failure

With any Transaction Failure event, the event details include information to help you understand why the failure occurred. Use this information to isolate the problem. The event details will point toward one of the following:

errors returned by the driver.
values you entered in the Knowledge Script.

Or you may want to look more closely at the “Job progress” section of the event detail message, which denotes the place in the transaction where the failure occurred. For example, the “Job progress” may indicate that the job proceeded no farther than “Connecting to database server.”

The following table contains a summary of transaction failures, with some advice for resolving them:

Error Message Text	Likely Cause	Steps to Take
Exchange Error 0x803A1001: Unable to open Exchange database. OpenMsgStore failed. Error Code: 0x80040111 Source: MAPI 1.0 Error Message: The information store could not be opened.	Invalid Exchange Server. You probably entered the wrong server hostname or IP address for the Exchange server name parameter.	Check the spelling of the server hostname you entered for the Exchange server name Knowledge Script parameter. Or check the server hostname or IP address by pinging the server on the network.
Exchange Error 0x803A1001: Unable to open Exchange database. OpenMsgStore failed. Error Code: 0x8004011D Source: Microsoft Exchange Server Information Store Error Message: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance.	The Exchange Server is unavailable. The Information Store service is stopped. The Exchange Server whose name you entered for the Exchange server name Knowledge Script parameter is down, or else network connectivity to it is down.	Check the Exchange Server or the network connection to the Exchange server. Try to ping the server. Or try to run the Knowledge Script again using a different Exchange server.
Exchange Error 0x803A1001: Unable to open Exchange database. OpenMsgStore failed. Error Code: 0x80040111 Source: MAPI 1.0 Error Message: The information store could not be opened.	The mailbox you tried to test is invalid.	Check the mailbox name you entered for the Mailbox name Knowledge Script parameter. Try to run the Knowledge Script again using a different mailbox name.
Exchange Error 0x803A1001: Unable to open Exchange database. OpenMsgStore failed. Error Code: 0x8004011D Source: Microsoft Exchange Server Information Store Error Message: You do not have permission to log on.	The username you entered for the Logon and Run As Username parameter does not have permission to access the mailbox you tried to test.	Check the information you entered for the Knowledge Script security settings (the Logon name and Logon password parameters). Make sure you entered it correctly.
Exchange Error 0x803A1001: Unable to create Exchange Profile. Unable to configure the Exchange message service.	This issue can occur for the following reasons: Cause 1: With Windows XP, the credentials you specified in the Exchange Logon And Run As parameters for the Exchange R-T Knowledge Script may not have sufficient permissions to create a profile for the given mailbox name. Cause 2: When you select the Create an Exchange profile during each iteration? parameter in any Exchange-RT Knowledge Script and run the Knowledge Script on an agent in which either Outlook 2010 or Outlook 2013 is installed.	Solution for Cause 1: Create an Exchange profile with the relevant mailbox user name and password. Select Remember my password and save the information. This is a one-time process for any user name. In the Exchange Logon And Run As parameters of the Exchange-RT Knowledge Script, specify the credentials of the user who has the user session. Solution for Cause 2: In the Registry Editor, go to the HKEY_CURRENT_USER\ Software\Microsoft\Exchange\Exchange Provider location. Click Edit > New > String Value. Modify the following values in the String Value (REG_SZ) that you have just added: Value name: DS Server, Value data: FQDN of the global catalog server. Close the Registry Editor.
Exchange Error 0x803A1001: Unable to open Exchange database. OpenMsgStore failed. Error Code: 0x8004011C Source: Microsoft Exchange Information Store Error Message: Your profile is not configured.	This issue can occur with Windows XP for the following reasons: The credentials you specified in the Exchange Logon And Run As parameters for the Exchange R-T Knowledge Script may not have sufficient permissions to create a profile for the given mailbox name. The Exchange-RT script is trying to use a profile that does not exist.	Create an Exchange profile with the relevant mailbox user name and password. Select Remember my password and save the information. This is a one-time process for any user name. In the Exchange Logon And Run As parameters of the Exchange-RT Knowledge Script, specify the credentials of the user who has the user session.

5.9.2 Microsoft MAPI Errors

The job fails with a Transaction Failure. The event details include the following information:

MAPI Error 0x803A1003: Unable to open Exchange database. OpenMsgStore failed. 
Error Code: 0x80040111
Source: MAPI 1.0
Error Message: The information store could not be opened.

This error message indicates that the MAPI Information Store couldn’t be opened, perhaps because you entered an invalid server name for the Exchange Server Knowledge Script parameter.

5.9.3 Microsoft Exchange Error

The job fails with a Transaction Failure. The Event details include the following information:

Exchange Error 0x803A1001: Unable to open Exchange database. OpenMsgStore failed. 
Error Code: 0x8004011D
Source: Microsoft Exchange Server Information Store
Error Message: You do not have permission to log on.

This error message indicates that the Exchange Server Information Store couldn’t be accessed, perhaps because you entered an invalid name for the Mailbox name parameter.

5.9.4 Execution Error

The job fails with a Transaction Failure. The event details refer to an “Execution Error.”

Execution errors belong to a category of errors that will have different event titles, such as “Folder not Found”. These types of error occur when application-specific values specified in the Knowledge Script for the transaction are incorrect, preventing the transaction from competing. In the example below, the folder specified for the Folder name parameter does not exit:

Event: Folder not found
Execution Error 0x803A0005: Unable to complete OpenFolder. The “XXX” folder was not found.

5.9.5 Queue Timeout

The job fails with a Transaction Failure. The event details include the following:

Error 0x803C0106: The job was aborted because it failed to obtain Microsoft Outlook resources before timing out.

To avoid this problem, take one or more of the following steps:

Increase the Queue Timeout value
Increase the schedule interval for the Knowledge Script
Reduce the number of Exchange-RT jobs on the client computer.

5.9.6 Job Timeout

The job fails with a Transaction Failure. The event details include the following:

Error 0x803C0104: The job was aborted because it had been using Microsoft Outlook resources for too long.

To avoid this problem, take one or more of the following steps:

Check the Exchange server to make sure it is available.
Increase the Job Timeout value. Open the Knowledge Script Properties dialog box and find the Job Timeout parameter near the bottom of the listed parameters. Increase the value by 15 seconds or so. Then try to run the job again.
Increase the schedule interval for the Knowledge Script
Reduce the number of Exchange-RT jobs on the client computer.