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PST Enterprise Client fails to launch as unable to connect to PST Enterprise website

Number: 00007704


Scope: PST Enterprise, all versions


Answer:

SYMPTOMS

When running the PST Enterprise Client, you see that the PSTEnterpriseClient.exe process starts up but no PST files are discovered and no processing takes place. Examining the PST Enterprise Client log you see:

14 18:18:28 PSTProc about to call configuration webservice at 'http://SERVER01/PSTEnterprise/PSTManagement.asmx' passing FQDN 'client1.barracuda.com'
14 18:20:17 Configuration website connnection failed, pause and retry
14 18:21:43 PSTProc aborting due to not being able to connect to the given URL 'http://SERVER01/PSTEnterprise/PSTManagement.asmx' with error 0x80004005
14 18:21:43 SOAP URL:http://SERVER01/PSTEnterprise/PSTManagement.asmx
14 18:21:43 SOAP GetClientError:0 (see http://msdn.microsoft.com/en-us/library/37e2de9y(VS.80).aspx)
14 18:21:43 SOAP GetStatusCode:403 (see http://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html)
14 18:21:43 SOAP m_soapErrCode:0 (see http://msdn.microsoft.com/en-us/library/h43eyf3y(VS.80).aspx)
14 18:21:43 SOAP GetLastError:0 (0x0) (for values such as 12xxx see http://support.microsoft.com/kb/193625)
14 18:21:43 SOAP m_hConnection:0xcc0014 (only problem if it's zero)
14 18:21:43 SOAP m_hInternet:0xcc0010 (only problem if it's zero)
14 18:21:43 SOAP m_hRequest:0xcc0018 (only problem if it's zero)

ROOT CAUSE

When the PST Enterprise Client starts up, it will attempt to connect to the webservice specified on the command line to download its configuration information. If the connection to the PST Enterprise website fails, the PST Enterprise Client will not run any processing.

RESOLUTION

The URL and the returned HTTP error will be specified in the trace file in the SOAP URL and SOAP GetStatusCode lines, e.g.:

14 18:21:43 SOAP URL:http://SERVER01/PSTEnterprise/PSTManagement.asmx
14 18:21:43 SOAP GetClientError:0 (see http://msdn.microsoft.com/en-us/library/37e2de9y(VS.80).aspx)
14 18:21:43 SOAP GetStatusCode:403 (see http://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html)

1. Check the URL is correct.

1. The URL for the PST Enterprise website is given on the Help of the PST Enterprise Administration website. Click on the 'View Help' link in the top right corner of the page to open the Help dialog.
2. The command to launch the PST Enterprise Client will be in the dialog, e.g. \\SERVER01\PSTEnterpriseClient\PSTEnterpriseClient.exe http://server01.domain.com/PSTEnterprise/PSTManagement.asmx
3. Check the URL in the log file matches the URL in the command. If not, you should update your login script/batch file/mechanism for deployment to include the correct URL.If the URL is correct, resolve the HTTP error

1. The HTTP status code is returned in the log file: e.g. GetStatusCode:403

2. HTTP 401: Unauthorized

1. The PST Management website should have Anonymous authentication enabled. If you are prompted to authenticate you should confirm that the authentication on the website is correctly set in IIS Manager. If you have a proxy server, you should confirm that you are bypassing any proxy authentication requests.HTTP 403: Forbidden

1. This implies you are trying to access a website that requires SSL without using HTTPS. If SSL is configured in IIS Manager for this website and you have a valid SSL certificate, then you should specify HTTPS on the URL. If you do not have a valid SSL certificate for this address, then you should remove the requirement for SSL from the website in IIS Manager.

1. HTTP 404: Not found

1. The website requested was not found on the server. You should confirm in IIS Manager on the server that the website is correctly configured and the content is in the specified location on disk.HTTP 503: Service Unavailable

1. The web service is not running on the PST Enterprise server. You should confirm in IIS Manager that the PST Enterprise application pool is running and the website is accessible on the local server.It may assist you to copy the URL into a web browser as you will be able to see any authentication prompts, page not found, or SSL certificate errors. The URL must be accessible without user intervention.


Link to This Page:
http://www.barracuda.com/kb?id=50160000000Sttw