Bulletin ID A2E_218
Last Review 02/14/2011
Revision 1.0
Previous IDs None
Obsoletes None

ERROR: Add2Exchange AgentDirector failed to logon

Summary

If the directory used by the system to store MAPI dynamic profile information is unavailable for any reason, the synchronization service will not be able to log on. However, the console and logon test are able to successfully log on.

This can be caused by an incorrect password for the Add2Exchange Service and SQLA2ESQLServer instance and restore access to the account.  A less common situation occurs when the profile directory for making the Exchange mail connections is being blocked by an incorrect value or by antivirus active file scanning.  The second and less prevalent solution is changing and excluding from active file scanning the Microsoft profile directory location.  This location is  where Microsoft makes temporary "MMP" files (Microsoft Mail profile files) and is changed for the system via a registry key.  Whether or not the first fix solves the issue, we recommend moving the location (from c:\Windows\Temp) and excluding from antiviral file scanning this location to enhance performance.

Symptom

The Add2Exchange Console and logon test are able to successfully connect to Exchange and create relationships. However, synchronization fails, leaving the error message Add2Exchange AgentDirector failed to logon in the Add2Exchange Event Viewer log.

Or

In the event viewer, you may have this error message: "Add2Exchange AgentDirector There was an error attempting to communicate with MAPI Layer".

Description

The most likely cause could be an issue with the Password for the Add2Exchange Service and The SQL A2ESQLServer instance.  If the password changes, and the change is not made in the two Services, it will cause this error.  Use the most common resolution below to correct.

Or

Add2Exchange uses MAPI dynamic profiles to connect to the various user mailboxes in Exchange. While these profiles exist temporarily in the registry when created under an interactive account (such as when using the console), they are instead created on the filesystem when made from a non-interactive account such as when run as a service.

The setting which controls the filesystem location for these dynamic profiles is described in the following Microsoft knowledgebase article:

http://support.microsoft.com/kb/166599

Resolution

Most common resolution:  The Add2Exchange Service and the SQL A2ESQLServer Service must be started with the A2E Service account (zadd2exchange is the default, but this could be different in your case) Open the the Services Control Manager.  Select the Add2Exchange Service and go to properties, log on tab. Change the login and password to the current password for the Add2Exchange Service account.  Do the Same for the A2ESQLServer Service,  then start the A2ESQLServer instance and then close the Add2Exchange Console and Start the Add2exchange Service.  This is the most common way to resolve this issue. Try this first before continuing.  Go to the Event Viewer for the Add2Exchange program.  Review this link for what to expect.

The less common resolution: Check that the directory exists and that the service account is able to create files there:

  1. Log in as the Add2Exchange service account
  2. Open regedit.exe
  3. Go to the key: HKEY_LOCAL_MACHINE/Software/Microsoft/Windows Messaging Subsystem
  4. Examine the value: ProfileDirectory
  5. Determine if that directory exists
  6. Test whether you can create a file there

If you are able to successfully create a file there, your problem may be something other than the one described here. To make sure, open the file search in windows explorer and set it to search the profile directory for *.mmp. Then run a sync. If you see .mmp files being created, then this technical bulletin does not describe your issue.

If, however, you find that the profile directory is missing or that it does not allow you to create files, then resolve the issue by either:

  1. Create or modify the permissions on the directory
  2. Change the location specified in the ProfileDirectory value to a location where the service account can create files

The first solution is preferable since Add2Exchange may not be the only program which creates dynamic profiles on your system (Blackberry, for example). If you do end up changing the location, test any other Exchange add-ons you may have installed (the effect is local to just this system, not Exchange as a whole). If any other add-ons exhibit issues, find a location to which all add-on user accounts have permissions.

Applies To

  • Add2Exchange Standard
  • Add2Exchange Enterprise
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