How Add2Exchange Works – FAQ

This FAQ explains how Add2Exchange operates, how to safely manage onboarding and offboarding, and how to understand synchronization behavior.

What account is required to run Add2Exchange?

Add2Exchange must be accessed only by the Add2Exchange Service Account (default: zadd2exchange) on the replication server.

• The software is installed only for this account.
• Only this account has permission to run the Add2Exchange Console and Service.
• Do not copy Console shortcuts to other user profiles.

If you don’t know the service account password:

1. Stop the Add2Exchange Service.
2. Change the service account password.
3. Update the password in Services.msc for the Add2Exchange Service.
4. Open Outlook and OWA and allow the password to be remembered so Autodiscover functions correctly.

Best practice:

• Set the password to never expire
• Use a strong, unique password not shared with any other account

If you use automated permission scripts, update encrypted credentials using the DidItBetter Support Menu PowerShell tool.

Can the Add2Exchange Console be open while syncing?

No. Add2Exchange cannot sync while the Console is open.

• Opening the Console automatically stops the Add2Exchange Service
• Starting the Service while the Console is open will not sync
• Only one active session of the service account may exist

Tip:

Check Task Manager → Users on the replication server to ensure there is only one active service account session (no extra RDP connections).

How do I start a sync correctly?

1. Close the Add2Exchange Console
2. When prompted:
   • Do not continue where it left off
   • Stay logged on
   • Watch the process
   • Start the Add2Exchange Service
3. Within ~30 seconds, the Add2Exchange Agent will appear in memory
4. Review Add2Exchange Event Logs for success audits

A red circular Add2Exchange icon may appear in the taskbar and can be double-clicked to view active processing.

How does onboarding a user work?

Using Active Directory or Entra

• Add the user to the managed distribution list
• Relationship creation occurs during the next Relman cycle

To force immediate processing:

1. Open the Add2Exchange Console
2. Close it after the Add2Exchange Agent drops from memory
3. Select:
   • Do not continue where left off
   • Stay logged on
   • Start the Service
   • In 15 seconds or so, a new icon in the Taskbar appear.  Watch the process by double clicking the red sync circle in the TaskBar

Relman always runs first, adding or removing relationships before syncing data.

How does GAL Sync onboarding work?

• Add the user to the GAL sync distribution list (example: zgalsync)
• If using include/exclude lists (example: zgalinclude), update those as well for the system to make a contact out of the object and sync out to others
• The relationship and GAL objects will be created on the next sync

Do I need to manually assign permissions?

If permissions are automated:

• Run the appropriate Scheduled Permission Task
• For Microsoft 365, allow 1 hour for Entra Dirsync to run or run manually.  Then allow 20+ minutes for permissions to propagate and start the Add2Exchange Service
• Confirm the task completed successfully in the Add2Exchange Event log

What is the recommended offboarding process?

Always remove users from managed distribution lists first

Remove the user at least one day before:

• Hiding the account
• Deleting the account
• Changing the password
• Removing the Microsoft 365 license

This allows Add2Exchange to cleanly remove synchronized data from destination mailboxes and devices — critical for BYOD environments.

If needed:

• Stop the Add2Exchange Service
• Wait for the Agent to drop from memory
• Restart the Service

What is the “5 Error Stop” fail-safe?

Add2Exchange pauses synchronization after five alerted relationships to prevent cascading failures.

• Enabled by default
• Location: Services → Utility → Tools
• Typically triggered by improper offboarding order

When users are removed correctly from distribution lists, alerted relationships are automatically cleaned up or force-removed as appropriate.

What if relationships don’t remove automatically?

After a full sync cycle:

Single Relationships

• Delete manually in the Console and select to remove destination items
• Apply to that relationship only when prompted

Template (RGM) Relationships

• Remove the users from the distribution list in AD or Entra.
  Open Relationship Group Management and select the distlist or look in Outlook Address Book
• Confirm the user is not in the Dist list in Outlook or in RGM the user is unchecked
• Apply changes
• Remove the user from the distribution list in Active Directory

Then close the Add2Exchange Console and start the Service as usual.

How does synchronization timing actually work?

• The first sync after service start runs immediately and ignores sleep timers
• Subsequent syncs follow configured sleep intervals
• Sync modules run serially, never in parallel

Sync order:

1. Relationship Manager (Relman)
2. GAL Sync
3. Calendars
4. Contacts
5. Posts
6. Notes
7. Tasks
8. Confidential Email Notifier

Typical timing guidelines:

• Relman: 4–12 hours
• GAL Sync: 4–8 hours
• Calendars: 10 minutes to daily
• Contacts: 30 minutes to daily

How does Add2Exchange operate internally?

• The Add2Exchange Service runs 24/7
• At each interval, the Add2Exchange Agent loads into memory
• The Agent processes all relationships for a module
• When complete, it unloads and logs success audits
• The system then proceeds to the next module

All activity is recorded in the Add2Exchange Event Log.

Can I disable specific sync modules?

Yes (Enterprise / 365 Editions).

• Modules can be turned off in Services → Utility by setting sleep time to 0 (off)
• This pauses updates but does not remove existing data
• Re-enable modules to resume syncing

Should I reboot or monitor the service aggressively?

No.

• Timed reboots are unnecessary and if rebooting, Stop the Add2Exchange Service first.
• External watchdog services are not recommended
• The built-in Delayed Start is sufficient

Opening the Add2Exchange Console or stopping and starting the Service is the correct and supported way to control behavior.

How should logging be configured?

Recommended:

• Start and Stop Logging

Avoid:  Full logging unless directed by Support

Success audits provide accurate sync duration metrics and historical insight.

How do I contact support?

Free Support (included):

• Export Setup (Help → Export)
• Attach relevant Event Log entries
• Include a clear description of actions taken
• Submit via the Support Request link

Premier Support:

• Request a scheduled session
• Typical response: ~2 hours
• Typical resolution: ~1 hour

Should I keep my build updated?

Yes.

Many issues are already resolved in newer builds.

• Use the one-button upgrade in the DidItBetter Support Menu
• If the menu is missing, request recertification

Add2Exchange is developed by DidItBetter Software and integrates tightly with Microsoft 365 and Exchange environments.