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Level 8

SAM MAPI User Experience Monitor - Configuration Issue

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*EDIT* to include latest error message

SAM - MAPI User Experience Monitor - tests fail with "Unknown" status

I am having an issue with MAPI User Experience Monitor in that tests fail with "Unknown" status - timeout while executing job.  The mail goes through an external smtp server and makes into into the MAPI service accounts inbox.  But the monitor seems to fail on attempts to check for the message.  If I run the SAM command line tool manually under the service accounts security context it runs without issue(finding and removing the email it is searching for via the MAPI profile"

I have enabled verbose logging and receive the following logs from the attempts:

Wed Jul 02 15:00:37 2014: Called mapi.exe with params:

  subject: APM_MAPITestEmail__GUID:94429781-c48a-4f54-a03f-9553cbbe8b83

  user: srvc.sw.gen.prod

  server: 192.168.224.11

  timeout: 288496

  wait interval: 500 ms

  profile: srvc.sw.gen.prod

  attempts: 150

  logdirectory: c:\logs

  logenable: true

  logkeepall: true

  enablewatchdog: true

  debug: true

  removeall: true

  subject pattern: ^APM_MAPITestEmail__GUID:[0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[0-9a-fA-F]{4}-[0-9a-fA-F]{4}-[0-9a-fA-F]{12}$

  mapimaxwaitlogoff: 2500ms

Wed Jul 02 15:00:37 2014: MAPIInitialize with flag: 8

Wed Jul 02 15:00:37 2014: * setting mapi profile to 'srvc.sw.gen.prod'

Wed Jul 02 15:00:37 2014: * logging in

Wed Jul 02 15:00:37 2014: * logged in; trying open default mailbox

Wed Jul 02 15:00:37 2014: mapi_tk_opendefaultmailbox_ex

Wed Jul 02 15:00:37 2014: attempt to GetMsgStoresTable

Wed Jul 02 15:00:37 2014: attempt to HrQueryAllRows

Wed Jul 02 15:00:37 2014:   lpRows->cRows: 1 lpProps[0].ulPropTag: 268370178

Wed Jul 02 15:00:37 2014:   Message Store Name = Mailbox - srvc.sw.gen.prod

Wed Jul 02 15:00:37 2014: attempt to OpenMsgStore(NULL, 182, , NULL, 17, 00000000)

Wed Jul 02 15:00:38 2014: failed with error 8004011c

Wed Jul 02 15:00:38 2014: * failed open default mailbox, trying to update profile with IgnoreNoPF

Wed Jul 02 15:00:38 2014: Error configuring message service.

Wed Jul 02 15:00:38 2014:  hRes = 0x80040605

Wed Jul 02 15:00:38 2014: * failed to CreateProfileWithIProfAdmin

Wed Jul 02 15:00:38 2014: logoff start

Wed Jul 02 15:00:40 2014: * watchdog thread thinks MAPI logoff hung. shutting down the process...

Wed Jul 02 12:01:50 2014: Called mapi.exe with params:

  subject: APM_MAPITestEmail__GUID:defcefae-11a8-4356-80e6-0a0d96c66075

  user: srvc.sw.gen.prod

  server: 192.168.224.11

  timeout: 288684

  wait interval: 500 ms

  profile: srvc.sw.gen.prod

  attempts: 150

  logdirectory: c:\logs

  logenable: true

  logkeepall: true

  enablewatchdog: true

  debug: true

  removeall: true

  subject pattern: ^APM_MAPITestEmail__GUID:[0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[0-9a-fA-F]{4}-[0-9a-fA-F]{4}-[0-9a-fA-F]{12}$

  mapimaxwaitlogoff: 2500ms

Wed Jul 02 12:01:50 2014: MAPIInitialize with flag: 8

Wed Jul 02 12:01:50 2014: * setting mapi profile to 'srvc.sw.gen.prod'

Wed Jul 02 12:01:50 2014: * logging in

Wed Jul 02 12:01:50 2014: * logged in; trying open default mailbox

Wed Jul 02 12:01:50 2014: mapi_tk_opendefaultmailbox_ex

Wed Jul 02 12:01:50 2014: attempt to GetMsgStoresTable

Wed Jul 02 12:01:50 2014: attempt to HrQueryAllRows

Wed Jul 02 12:01:50 2014: lpRows->cRows: 1 lpProps[0].ulPropTag: 268370178

Wed Jul 02 12:01:50 2014: Message Store Name = Mailbox - srvc.sw.gen.prod

Wed Jul 02 12:01:50 2014: attempt to OpenMsgStore(NULL, 182, , NULL, 17, 00000000)

Wed Jul 02 12:06:48 2014: * watchdog thread thinks we've hung. shutting down the process...


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1 Solution
Level 8

The solution, I hate to admit, was to restart the SolarWinds server.  We had to restart for a RAM upgrade and when the box came back up the monitor just worked without issue.

View solution in original post

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9 Replies
Level 12

Sorry to revive an old thread. I set this up today and it seems to be working but I had a question. The monitor returns a green/up state but I am not seeing any email messages in the mailbox. When the monitor was set incorrectly and failing I would recieve email alerts explaining why it failed. Is it safe to assume that if the monitor is healthy we won't see any email? I mean its logical since I wouldn't want to see the mailbox filled up with "successful" email messages but I figured I better check.

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When the MAPI User Experience monitor is functioning properly, there should be no email left in the mailbox. The component deletes the email after it's been validated. 

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Level 8

The solution, I hate to admit, was to restart the SolarWinds server.  We had to restart for a RAM upgrade and when the box came back up the monitor just worked without issue.

View solution in original post

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Product Manager
Product Manager

CDO must be installed on the Orion server before the MAPI User Experience Monitor will work. I suggest following the MAPI troubleshooting steps outlined in the Administrators Guide. My recommendation however is to use the Exchange Web Services User Experience Monitor instead of the MAPI User Experience Monitor because it has no such requirements and is far simpler to configure.

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CDO is installed.  The Exchange Web Services User Experience Monitor is a good idea but since it would be testing internal to internal mail routing rather than external to internal (which tests things getting stuck in an appliance) it wouldn't be possible to find certain failure conditions from external to internal.  Is there another more simple user experience monitor, that you are aware of, to test emails flowing externally to internally that makes more sense to use than the MAPI user experience monitor?

I plan to take another look at the MAPI troubleshooting steps to see if I missed anything but since the MAPI profile works when called manually rather than when initiated from the SAM gui at first glance it seems it would be setup properly.

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The same services that MAPI is reliant upon also need to be functioning properly for Exchange Web Services so I don't see their being a tremendous difference in the availability of one over the other. You could alternatively use the POP3 or IMAP User Experience Monitors as they are also fairly simple and straightforward to configure. You can also continue to use the MAPI User Experience Monitor following the steps outlined in the MAPI troubleshooting section of the Administrators Guide. I was only trying to propose simpler options. Also note that the Orion server must be joined to the same Windows Domain as the Exchange server for the MAPI User Experience Monitor to function properly and the user account specified within the MAPI User Experience Monitor must have permissions to log into the Orion server itself. These are the two most common areas where people get hung up.

Troubleshooting MAPI

The following procedures will help you troubleshoot MAPI issues relating to SAM:

Note: Do not use the same mailbox for multiple MAPI UX monitors. Doing so can cause the MAPI monitor to intermittently fail.

MAPI Probe Diagnostic Checklist

Install CDO or Outlook

  • CDO can be found here: http://www.microsoft.com/download/en/details.aspx?id=1004. If you would like to install CDO, uninstall your entire MS Office installation. Uninstalling Outlook only is not sufficient.
  • The MAPI probe may be unstable when running with Outlook installed. If this is the case, uninstall Office then download and install CDO.

Check the MAPI profile

  • The Orion Server is in the same domain as the Exchange server being monitored
  • The user account used to monitor the mailbox with SAM has permission to login to the server console and has done so at least once.
  • The user account to monitor the mailbox with SAM is in the local administrator user group of the server where SAM is installed
  • MAPI component is using the FQDN for the domain account.
  • The MAPI profile does not need to exist. The probe should create it and also update the existing profile with the required settings. However, there may be issues with an existing or created profile. The default Outlook profile is called Outlook.
  • If this profile does not work, create a profile with the MFCMapi free tool, availabe at: http://mfcmapi.codeplex.com/.
  1. In the MFCMapi tool, navigate to Profile > Advanced Profile > Launch Profile Wizard, keeping the defaults on the first dialog.
  2. Set the profile as default.
  3. Update the profile name of the newly created profile in the MAPI probe.
  • Use MFCMapi to find the profile name: Navigate to Profile > Show Profiles for verification.

Check probe settings

  • Check that Send Email To: is correctly filled out in the component settings.
  • The Mapi Profile Name must match the actual profile name. Use the MFCMapi tool if you are not sure about the name.
  • Credentials used for the probe must be eligible to open the mailbox. It is required to add the user to the local Administrators group, otherwise the probe can fail with insufficient privileges.

Mailbox recommendations

  • Use a clean mailbox created for monitoring purposes. A mailbox full of email is problematic as it takes a lot more time for the probe to search through all of the emails. The MAPI probe deletes obsolete, undeleted messages sent by the probe in the past to keep the mailbox clean.

aLTeReGo‌ I have a ticket open with support for just this issue. The support representative passed along instructions that directly contradict the above information you provided for this issue. Can you please take a look at the reps response and tell me which set of instructions is correct?

Ticket number 773306

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The notes from the case state:

To verify the CDO profile, you must use the "MFCMapi free tool, availabe at: http://mfcmapi.codeplex.com/.

1. In the MFCMapi tool, navigate to Profile > Advanced Profile > Launch Profile Wizard, keeping the defaults on the first dialog.

2. Set the profile as default.

3. Update the profile name of the newly created profile in the MAPI probe.

4. Use MFCMapi to find the profile name: Navigate to Profile > Show Profiles for verification."

Based on my experience as the lead support representative for ipMonitor and a seasoned support representative for SAM, I have not seen or experienced any instabilities using the 32-bit version of the Outlook client and it has worked for 100% of my clients. On the other hand, my experience with the CDO client has not be as positive.

Having that said, can you give the 32-bit Outlook client a try and see if it works?



I would concur with steps 1-4, and I would also agree that it's typically easier to configure and test using Outlook than CDO. These are mutually exclusive from one another however. You can either use CDO or the 32bit version of Outlook, but you should not use them together. That's where you might see odd behavior.

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We've already installed the CDO per the first post. Do you suggest we uninstall this and if so how? I'd like to make this as easy as I can to create and maintain.

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