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- Related Products
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# Troubleshooting

## Exchange Server

- ##### 1. The request failed with HTTP status 401: Unauthorized.

  - Cause: The service account password used in Exchange Reporter Plus has been changed.
  - Resolution: Update the service account credentials in the Org/Tenant Settings page by following the steps mentioned below:
  1. Log in to Exchange Reporter Plus as an administrator.
  2. Click the Org/Tenant Settings button in the top-right corner.
  3. Click Exchange Server.
  4. You can view the list of all configured Exchange Servers.

  5. Click on the icon under the Actions column for the organization that you would like to update the service account credentials.

  6. Enter the new credentials for the service account that you would like to use with Exchange Reporter Plus and click on Update to save the changes.

- ##### 2. The remote name could not be resolved: xxx.

  - Cause: This error occurs when Exchange Reporter Plus cannot communicate with the configured Exchange server.
  - Resolution: Verify that the Exchange server is accessible from the machine in which Exchange Reporter Plus is installed.

- ##### 3. The mailbox database is temporarily unavailable.

  - Cause: This error occurs when the mailbox database is dismounted, corrupt, shut down, or exhibiting other conditions that make the mailbox unreachable.
  - Resolution: Make sure the database containing the mailbox is mounted and can be accessed by Exchange Reporter Plus.

- ##### 4. 500 Internal Server Error

  - Cause: This is an internal error encountered in Exchange servers.
  - Resolution:
    - Open the CAS/MBX server.
    - Open Event Viewer.
    - Navigate to Application & Service Logs → MS Exchange Management.
    - Check for warnings and if there are any, resolve them.

- ##### 5. 503 Service Unavailable

  - Cause: This error occurs when the Exchange Information Store service is not running.
  - Resolution:
    - In your Exchange server, open Run, type services.msc, and click Enter.
    - Find the service named Exchange Information Store, right-click it, and click Restart.

- ##### 6. An internal EWS error occurred. Please try again.

  - Cause: This error occurs when Exchange Reporter Plus cannot connect to an Exchange server.
  - Resolution: Ensure that the EWS URL is reachable from the machine in which Exchange Reporter Plus is installed.

- ##### 7. .NET not installed.

  - Cause: .NET framework is required.
  - Resolution: Download and install .NET from here.

- ##### 8. The account does not have permission to impersonate the requested user.

  - Cause: The service account lacks full access over the target mailbox.
  - Resolution:
    - Ensure that the user provided in the Org/Tenant Settings page has Full Access permission for required mailboxes.
    - If not, give ApplicationImpersonation roles for the user on the Org/Tenant Settings page by running the following cmdlet in Exchange Management Shell:

    New-ManagementRoleAssignment -Name "impersonationAssignmentName" -Role "ApplicationImpersonation" -User <user in Organization Settings>

- ##### 9. The request failed with HTTP status 417: Expectation failed

  - Cause: This error occurs if essential Exchange services are down.
  - Resolution: Check whether the essential Exchange services are running and working properly.

## Microsoft 365 tenant

- ##### 1. The request failed with HTTP status 403

  - Cause: This issue occurs when the necessary API permissions were not granted within the product. It can also be caused by a change in the Exchange Online service account credentials or authentication method.
  - Resolution:
    - Check if the below necessary API permissions are provided for the application:
    - Microsoft Graph
    - User.ReadWrite.All
    - Office 365 Exchange Online
    - EWS.AccessAsUser.All
    - full_access_as_app

- ##### 2. The remote name could not be resolved: 'outlook.office365.com'.

  - Cause: This issue occurs when there is no internet connection. It can also occur if the firewall is blocking access to office365.com.
  - Resolution: Ensure internet connectivity and that the firewall is not blocking access to office365.com.

- ##### 3. The message exceeds the maximum supported size.

  - Cause: The error occurs when the item being restored exceeds the maximum size limit supported by the target mailbox.
  - Resolution: To resolve this issue, increase the message size limit in the targeted Exchange mailbox.

- ##### 4. Target user is not present in mailbox user.

  - Cause: The target user's mailbox license is not managed in Exchange Reporter Plus.
  - Resolution:
    - Navigate to the Reports tab in Exchange Reporter Plus > Exchange Online > Mailbox Reports.
    - Select Mailbox Users Report.
    - Check if the user is present in that report. If not, click Generate Now.
    - Check if the user's mailbox is licensed in Exchange Reporter Plus.

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