65224: Acronis software: How to troubleshoot EWS connection by using EWSEditor

    Last update: Wed, 2021-01-06 13:14

    Symptoms

    You get errors when you use Acronis software to connect to  a mailbox or public folder via the Exchange Web Services (EWS) protocol.

    Troubleshooting

    To verify if an error is related to Acronis software or to the environment, you can use a tool called EWSEditor to connect to the mailbox or public folder that causes errors and check if the error appears. This can be very useful in scenarios when:

    Connecting to a mailbox via EWSEditor

    1. Go to the EWSEditor page on GitHub and download the bin package.
    2. Copy the downloaded file to the machine where Acronis Agent for Exchange is installed and extract it.
    3. Run EWSEditor.exe and click File > New Exchange Service 

    4. Use the Autodiscover Email option or manually provide the Service URL by using the FQDN of the machine you are connecting to (CAS server). If you use Office 365, click the 365 Default button.

      The Service URL for EWS should use the following format:
      https://<your machine FQDN>/EWS/Exchange.asmx
      for example https://exchange.example.com/EWS/Exchange.asmx

    5. Configure the authentication options:

      • If you want to access your mailbox directly, select Use the following credentials instead of the default Windows credentials and provide the user name and password for that mailbox account :

      • Mailbox impersonation: If you want to connect to another mailbox by using the admin’s credentials, click Use the following credentials instead of the default Windows credentials and provide the administrator’s credentials. After that, select the Check if using the EWS Impersonation checkbox and provide the primary SMTP address of the mailbox you want to access.

    6. When the configuration is complete, click OK.

      • If the connection is successful, you will see a confirmation in the program.

      • If the connection is not successful, the software will display an error. The appearance of any errors means that the mailbox connection problem is not related to Acronis software and the problem is related to the environment.

    If you are getting Error 500, then probably your XML configuration file for web services (including EWS) is corrupted. Please consider reverting any recent changes made to that file.

    Browsing a mailbox

    Directly after you finish configuring the connection, you get a prompt asking if you want to add the mailbox root to the tree view. Please confirm by clicking Yes:

    After the addition is complete, you can browse the content of your mailbox under Root\Top of Information Store. If you are getting any errors while accessing any of the folders within that container, it means that the mailbox is corrupted.

    Browsing public folders

    To browse public folders of a mailbox account that you added to the EWSEditor’s tree view, right-click the name (email address) of the mailbox at the very top of the tree, and select Add Root Folder. After selecting Identify folder by well-known name, choose PublicFoldersRoot and click OK.

    If you are getting any errors when accessing public folders, this might mean that public folders are not yet created or their creation is still pending. However, if you are getting trouble accessing some particular public folders, it means that you are missing some of the required permissions.

    We recommend checking access to every public folder because each public folder may have a different set of access permissions. 

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