If Add2Exchange was working and now it's not, post here.

10/13/2011 9:56:01 AM
Total Posts 158

Add2Exchange is not syncing - what do I do to troubleshoot

See Known Issues (updated 7/30/2018)

First, you will have to manage this software with the Add2Exchange Service account, and no other account. The default name is "zadd2exchange" but yours may be different. Always use this account when logging in, and manipulating the Add2Exchange Console. Do not create shortcut links to desktops of other accounts like Domain admins, your account or the administrator account.

Please read the entire post so you can figure out exactly what the problem is before you do anything to modify the current status. Identifying which applies to you before you change anything will allow you to have the answer to why is it not syncing.

This link gives a more detailed explanation of what to expect HOW ADD2EXCHANGE WORKS.

Review The Add2Exchange Event Log for the specific Errors and communicate them to the support team
Either reply to your existing open incident or Open a Ticket for DidItBetter Support.

If using GAL Sync or Contact Sync or Calendar Sync, please see this important tip re group policy.

Users will report one of the following. Sync failures fall into several categories:

  • Nothing is syncing. Check event log for specific errors
  • End User reported no items syncing for a particular user:  Check to see if there is a relationship for that user, check to see if included in an Add2Exchange managed distribution list  - check permissions.
  • Item is not changed if the tied item is changed and or it reverts back - Open Add2Exchange Console and review THAT relationship settings - Set Copied Resolution to Sync changes back to Source and set Conflict resolution to Always update Source if that is appropriate.
  • The item is not being removed if the tied item is removed - Open Add2Exchange Console and review THAT relationship settings  - change to relationship settings - Delete Destination item set to Delete Source if appropriate?  [Be careful on that option]
  • The item IS not copied to the destination, either the first time or subsequent times. - Change to relationship settings - set Delete Destination copy to Recopy instead of "Do Nothing"? if appropriate.
  • The item is actually a copy from another relationship. - A2E will not copy a copy and you may need more relationships to go from the original source to the desired destination. See this link.
  • The Source items now all have "Deleted" in the subject. Download and license Add2Outlook Toolbox. Relationship setting was set so Destination item deleted to mark Source item Deleted. - Change to relationship settings - set Delete Destination copy to Recopy or "Do Nothing" (don’t recopy if deleted).  Contact Tech Support for Premier assistance.
  • Replicated Source or Destination Items are disappearing - Check the relationships, they may be too strong - Set Destination Item Deleted to Recopy instead of Delete Source? if appropriate.
  • An item looks correct in the source or destination folders in Outlook, Entourage or OWA, but not on the phone, this is a phone setting. Go to Calendars setting on the phone and select to sync ALL items. On some phones you have to disable the Calendar sync in Settings and then enable again.
  • Absolutely nothing is syncing or system is stopping - Check to see Event log for recent Activity. 


Things which will make the service stop syncing.

Doing updates and not rebooting after
Opening A2E Console
Stopping the A2E Service
Closing the A2E Console and selecting when prompted to log off
Logging off if not able to
Not allowing auto logging on after a reboot
Changing the password
Enabling UAC
Applying particular Group Policies  applied to this machine
Lack of Antivirus exclusions
Migrating versions of exchange without recertification


STEPS to Identify and remediate most issues

The most common reason for Synchronization inconsistency is because the Add2exchange Service is not started.  Look to the Add2Exchange Event log and note errors. Follow suggestions or follow web links to resolve.

Add2Exchange syncs as a service, but sometimes in some environments, the sync account cannot be logged off of the replication machine.   Add2Exchange Sync to some Exchange 2013, 2016 or Office 365, (with Outlook installed) the sync service account has to be logged in for it to replicate.  It can be locked, the service should be running and Outlook does not have to be open.   Add2Exchange still operates as a service, but must be logged in for the scheduled task to run, due to MS Outlook update issues Microsoft are aware of.   Open the Add2Exchange Console and close the Console, selecting NO to log off.  All systems will sync in this mode, however, in this mode you cannot log off.  If you do and the Add2Exchange Agent was in memory, stop the Add2Exchange Service.  If the Agent does not drop from memory within 30 seconds or so, you will need to either end the Add2Exchange Agent task from Task Manager or reboot the machine.  Once the Agent is no longer in memory, open the Add2Exchange Console and then close, selecting not to log off.  If your machine has been tested to be able to log off, it may still be able to, but it may not.  Changes in your environment may stop it from continuing to operate when logged off.  A review of the A2E Event log is necessary. 

if your system has  this kind of Failure Audit 6370 Add2Exchange Agent (6920) Profile Setup For  Logged On For UNKNOWN: Session EVENT FAILED With Exchange Status Of Offline - then your system is not able to be logged off.  Open the Console and close it selecting no to log off.  Be sure you have the auto log on encrypted enabled for smooth operation.  This is found in the  Diditbetter Support Menu.ps1 shortcut from the desktop – right click and run as powershell.   

The Add2Exchange Service is started and the Add2Exchange Console is open (in this or another session). Close the Console. If the Add2Exchange Service is not started,  Add2Exchange simply will not replicate. The Add2Exchange service is the timer and must be on to replicate. Start the Add2Exchange Service.

The Add2Exchange Service has to be started with the Add2Exchange service account credentials. If a password for the account is not set to never expire, enter the new pw in the Add2Exchange Services Tab.  Open the Add2Exchange Console and if prompted, enter the new pw. 
SQL 2005 Express: If yours is an older system, start the A2ESqlSErver SQL instance as the Zadd2Exchange sync service account and credentials.
SQL 2008 Express (or later):  In later versions of SQL, the A2ESqlServer SQL Service instance should be started as the network service while using and only the Add2Exchange Service needs to be started as the service account. If you do a security sweep and change the password, these services have to be updated and started manually with the Add2Exchange password on the Log on tab of the properties of the Service(s).

Tip: It would be best practices to stop the Add2Exchange Service before doing a Microsoft Update and doing a reboot afterwards. This will ensure the services Microsoft stops are started again and critical services, (like Exchange or SQL) are not shut down during a replication cycle. A reboot afterward usually cures this issue, so please make it best practices on that server to reboot after any MS updates.  Stop Add2exchange service when doing full antiviral sweeps of the exchange or replication server or doing ESUTIL integrity checks and/or Exchange Backups.

There may be a pending reboot on this machine, the CAS server or Exchange Server, your remote SQL Server if so configured, or there was a recent automatic Microsoft Update on any of these machines.  Best Practices is to Stop the Add2Exchange Service and do the MS updates and reboot afterwards.

The Add2Exchange Service may not be starting after rebooting. If possible, please set the Add2Exchange Service under properties in Service Control Manager to Delayed Start if that option is available to allow for proper start sequence.

Upgrade Add2Exchange Enterprise:  You may have an older version of the program with a fix you need.
Upgrade to the latest release can solve many issues and is often the first step. Follow the link to make sure you will get the upgrade for FREE, or if you have to renew.   
TIP: Since an upgrade of Add2Exchange requires stopping the Add2Exchange Service, uninstalling the older version and installing the new update and Service, you will need to reset this delayed start setting after each upgrade.

TIP: If upgrading, it is not necessary to reboot after an Add2Exchange Update if you close the Console and Stop the Add2Exchange Service first, prior to the uninstall.  None of the Add2Exchange Settings will be lost.

Perhaps the Add2Exchange Service is not started when you log on into the replication server to begin troubleshooting. Make sure there are no other sessions open with the Add2Exchange Console open.   Start the Add2Exchange Service manually and correct any logon passwording failures.   Check and correct the Add2Exchange Service and the SQL a2ESQLSERVER Service after any passwording changes. It is best not to require pw changes on this account and/or place this in an unmanaged service account policy container in AD.

The Add2Exchange Service not starting after rebooting.
The Add2Exchange Service does not start or prompt to start when closing the Add2Exchange Console. With the Add2Exchange Console closed, try to start the Add2Exchange Service manually.

The Add2Exchange Service is started, but Add2Exchange is not syncing. The system may have done a MS update and not rebooted afterward.

RESOLUTIONS: Common Steps to Identify what issue is causing your issue

If you do these next steps in order, you can identify which applies in your case and what to do to avoid this in the future. Read the entire post first.

Before you open the Add2Exchange Console or do anything else on the replication server, you have to log on as the Add2Exchange Service account.
TIPS: This program is installed only for this service account user, and cannot be run as a Domain Admin, so do not drag shortcuts to the programs around from one user to another. You cannot hide the service account from the GAL. Do not elevate or remove permissions to the service account to troubleshoot.

If you are in a "broken" condition, before you do anything else:

Open up Task Manager so you can see the CURRENT status of Add2Exchange. This will assist you in figuring out exactly what the problem is on your server, before you change anything.

Open Task Manager – view Processes, sort by Image name
See if the Add2Exchange Service is running. If only the Add2Exchange Service is in memory, it is waiting for the next cycle.  If it is running both the Add2Agent and Add2Exchange Service programs in memory, it is currently syncing.  Check the Add2Exchange Event log for errors.

If there are two of Add2Agent programs in memory, stop the Add2Exchange Service, and wait a minute or to for Add2Agent to stop.  If they both don't stop, then end task.   To fix this kind of issue, upgrade to the latest edition of Add2Exchange.   Also, check for any scheduled task.  These are not absolutely necessary and can cause issues like this described.  Also, do not use the "Cycle Service" button in Service Control Manager.  Since the Add2Agent doesn't stop immediately, it can cause issues.

If the A2E Director is present, or the A2ESP program or Add2exchange RELMAN program are in memory, then you have an older version of Add2Exchange which has been deprecated and you must upgrade.  See upgrade procedures. 

Open the Add2Exchange Console and the Add2Agent should drop from memory and the Add2Exchange Console will open. This is normal operation. You cannot have the Add2Exchange Console and A2E Service running, as the Sync tests for the Console and will not sync (while changes can be being made to the relationships.)

Special condition: If is possible you have the Console open in another Terminal Services Session. Open Task Manager and Users Tab to verify if that feature is available to you, or go to Remote Desktop Connections Manager and log off the other session, or switch sessions and log that off. Then restart the Add2Exchange Services. Again, A2E will not replicate with the A2E Console open in this session or any other session on the machine.

If the Add2Agent program fails to drop after 1 minute, or the console fails to open, kill them manually, and look to upgrade your version. Be sure to stop the Add2Exchange Service before MS updates and reboot after.
TIP: It is best to manually control the Update settings of this server, stopping the Add2Exchange Service prior to a MS update (so we are syncing to a system which is up and not patching) and reboot after. This is best practices. To automate this, please see the article Stopping Services in the Manual on the desktop.

If none of above situations exist, while viewing Task Manager as above, open the Add2Exchange Console.

Normally, the Add2Exchange Service, Add2Agent processes stop when the Add2Exchange Console opens. If so, then this means your system is communicating well with the Services we require.

If there is only one Add2Exchange Service and one Add2Agent,  then Add2Exchange is running normally and A2E is in the middle of performing a Sync. This is normal.

Be sure to check the Add2exchange Event Log and note the last time you had a success audit. If there is a huge gap in time, it is possible one of the suggestions to modify your update procedure or close the A2E Console or start the Add2Exchange service above will help you stay syncing.

If in the Add2Exchange Event Log there are recent errors you can search for them on the Support site. We may ask you to send any errors for email support. If there are errors, and the message does not help you correct it, you can create and include the errors as part of your trouble ticket at http://support.diditbetter.com/support-request.aspx

TIP: If it is common for you to have to reboot in order for A2E to start to sync again, and then stops later on and this is common, it is possible the system has not been rebooted in 90 days or more. Before the reboot, look to see if you are starving for memory or we should limit the amount of SQL Memory you are configured to use on that box. If you are paging, look to the paging file size. Consider making optimization changes, but these are ways to optimize the system for configuration issues for greater consistency. TIP: Antivirus Active File Scanning can also cause issues. Excluding our environment can create stability as well with this bulletin: Exclude from Antivirus Scanning.

The simple solution to many issues is stopping the Add2Exchange Service, check for an upgrade to the version of Add2Exchange, upgrading if necessary, doing the MS Critical updates and rebooting afterwards.

If any of these special conditions exist, then doing what was recommended above and closing the Add2Exchange Console and starting the service should get you back syncing.

Please stay current with the current release of Add2Exchange as we make improvements constantly and releases about once a month on the 15th or so. Subscribe to the RSS FEED on the site below. Do your MS Critical updates first during your next maintenance cycle, then reboot afterward, stopping the Add2Exchange Service prior. Then you can update A2E without any reboots or interruption.

If syncing to Office 365

To Sync to some Exchange 2013, 2016 or Office 365, (with Outlook installed) the sync service account has to be logged in for it to replicate.  It can be locked, the service should be running and Outlook does not have to be open.   Add2Exchange still operates as a service, but must be logged in for the scheduled task to run, due to MS Outlook update issues Microsoft are aware of and are fixing. 

To make Add2Exchange work again
Stop the Add2Exchange Service and verify that there are only one Add2Agent in memory and it stops eventually when the Service is stopped.
Open Outlook - press Send and Receive.  Potentially do Update Outlook from within the program (File - Office Account) or from MS updates.
Go to the Outlook email profile and make sure there are no duplicate mailboxes added,  If so, remove all duplicate mailboxes.  Add2Exchange does not need them there, and the additional mailboxes are only there for your convenience, but there should NEVER be two of the same.  .   
If you can not open outlook, do the above procedure from the Mail applet in the Control Panel.
Be sure the passwording procedure tips above do not apply in your case.

If Outlook doesn't open, (as when editing the Outlook profile there is no server name specified) Note the exact name of the Outlook profile,  and delete the older Outlook profile and apply.  then remake the profile with the exact name again to maintain licensing.   Upgrade to the latest Add2Exchange Enterprise.

Need help?  Want one of our certified engineers help you remotely?  Contact CustomerCare@diditbetter.com for scheduling

If you are on Premier Support, fill out the request and specify you are on Premier Support and we will handle you with the next available appointment.  You would have Premier Support if you purchased one of our value bundles. 

If you want to escalate and start an incident or get on Premier Support, we can make much shorter work of this by remoting in with you. You don’t have to give us logins or passwords, we work together. Most incidents take about 30 minutes to resolve, and give as an opportunity to even do some "relationship therapy" and make sure the relationships do exactly what you want and suggest other ways to support your business information needs.

Benefits of Premier Support are Priority Service and discounts in a nutshell: Time never expires until you use it, no administration fees, half off on all essential tools, server optimization, speedier resolution, and a potential for training.  See this link for more details:

If you are able or unable to follow the link and purchase any of the above, please call in to schedule. 
If we have an available engineer, we will assist then or schedule.

TIP: You will be prompted at the store for your logon credentials, and please note for your security, the login to the support site is a different login than that of the store.  When you create one, it could be the same as the support site if you wish.

Please also review the Remote Support Guidelines here to prepare for your session. At your appointment time, please call in and ask for the technician assigned to your case.

TIP: If you wish to continue by Email support, please start by updating to the latest version of Add2Exchange

We are unable to troubleshoot older versions as per the release notes.