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6 Are the mailbox permissions configured correctly on the mailbox
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Within the options in OWA 2007 is a button labeled About at the bottom of the list Selecting this option presents configuration and versioning information describing the working
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FIGURE 21-28 Outlook 2007 MAPI connection status from the client
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OWA environment, as shown in Figure 21-29 This information could be vital for a helpdesk trying to resolve OWA problems As with MAPI troubleshooting, we need to identify the scope of the troubleshooting issue Multiple individuals experiencing the same symptom redirects initial troubleshooting to the server first If there are multiple users with the same issue, is there a connection between the users Perhaps they are on the same server, either CAS or mailbox Confirmation that the client s environment meets or exceeds policy is the next step The user should probably be accessing Exchange with the current version of the browser that is, Internet Explorer 7 for the Premium OWA 2007 experience Can they open the OWA logon page Is the SSL certificate giving an error Does OWA Light work Once the user s settings are confirmed, we need to focus on the server side The EMS provides many test cmdlets A relevant one here is Test-OWAConnectivity This is run from the server or an administration workstation with the appropriate Exchange tools installed If OWA on the CAS is working according to tests, consider whether the mailbox is OWA-enabled and the user has the right permissions to use it
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FIGURE 21-29 Outlook Web Access 2007 the About OWA environment
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A workflow for OWA troubleshooting might read as follows: Verify user environment Correct client software version Configuration correct Verify connectivity and name resolution remote server Verify the SSL certificate Can the client resolve and connect to the
Is secure access causing issues
Verify the server configuration Is the server working properly Are others connecting Verify the client settings on server Is the user configured for this access type OWA is a web application, of course The IIS WWW Service logs are also a great resource of information
SSL Certificate Issues
When you re connecting to the OWA site with HTTPS and the correct URL (which should match the certificate), a certificate error may occur If the certificate does not match in three key areas, an error will be shown Was the certificate issued by a trusted authority Does the URL match that assigned to the certificate Is the date on the certificate valid (or is it expired) In IE7 a warning page is first presented, and if you should take the risk and visit the site anyway, the address bar changes to show a red background In IE6, there is a pop-up identifying what part of the certificate violates the rules Figure 21-30 shows two errors in the certificate used to secure a web page
FIGURE 21-30
Certi cate errors in Internet Explorer 6
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Certificate errors are easiest to see in a web browser, but will cause problems with ActiveSync, Outlook Anywhere, and Outlook Web Access
Internet Clients
Internet clients represent all the clients that access Exchange 2007 with the classic Internet protocols POP3 and IMAP4 Troubleshooting these clients requires some of the same basic steps as MAPI clients First, identify the scope of the problem Is there only one client that is reporting an issue The next step is to verify connectivity from the client with networking tools such as ping The client can also issue a telnet to the standard protocol port to verify they can reach the service From the server, we can enable client protocol logging and check how far the client is getting in the protocol conversation For many e-mail clients, it is also possible to log connections, including Outlook 2007 If there is nothing pertinent to the issue at hand recorded in those logs, we can check the Application event log and even increase diagnostic logging on the client protocol processes, such as MSExchange POP3\General To initiate logging in Outlook 2007, navigate to Tools | Options | Other within Outlook Then select the Advanced Options button Select the check box beside Enable Logging (Troubleshooting) By default, logging is disabled in Outlook, and for good reason Performance can be significantly hampered with logging enabled The Main Outlook window even tells the user it is enabled with the text across the top reading Microsoft Office Outlook (Logging Enabled) Unfortunately in Outlook, logging is not granular If you have multiple accounts, it is not possible to engage logging just for the IMAP account, for example
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