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PST Enterprise fails to process uncoupled PSTs with 'could not log into mailbox' error

Solution #00007637
Scope:PST Enterprise, all versions

Answer:

SYMPTOMS

The user is prompted to authenticate by Outlook when the PST Enterprise Client is running. They enter their credentials and tick 'remember me', but they are re-prompted to authenticate and the credentials don't appear to be accepted. In the PST Enterprise administration website, you can see the last status message for the user's PST is 'Could not log into mailbox'. In the PST Enterprise Client log you see:

04 08:18:28 464355 CreateTempProfileName created 'PstUncoupled1a613f2'
04 08:18:28 570424 CreateExchangeProfile called server 'outlook.office365.com', mailbox '/o=ExchangeLabs/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=e434ee1124ed49eeb41876226d09adf7-John Smith'
04 08:18:28 690266 ConfigureMsgService with name '=/o=ExchangeLabs/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=e434ee1124ed49eeb41876226d09adf7-John Smith' , Server 'outlook.office365.com'
04 08:19:05 373587 FEECommon::CreateExchangeProfile failed to configure message service 80040115
04 08:19:05 498406 UncoupledThread CreateMailboxProfile failed 0x80040115, about to try and rediscover

ROOT CAUSE

The PST Enterprise Client is unable to login to the PST owner's mailbox with the profile created and is returned MAPI_E_NETWORK_ERROR. The authenticating user doesn't have permissions to login to the mailbox.

RESOLUTION

You will need to confirm:

1. The PST owner and the currently logged on user are the same account.

2. When performing uncoupled processing, it is possible that the owner of the PST and the currently logged on user are not the same. If the currently logged on user does not have sufficient permissions in Exchange to the PST owner's mailbox, the login attempt will fail as the PST Enterprise Client is running under the context of the currently logged in user.The user is entering their UPN, and not their SMTP address, when prompted to authenticate.

3. The UPN and SMTP address are not necessarily the same. The UPN is required during authentication.




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