*Bulletin ID* A2E_211
*Last Review* 06/30/2010
*Revision* 1.0
*Previous IDs* None
*Obsoletes* None

Errors Logging Onto the Service Account Mailbox


How to troubleshoot logon errors reported by Add2Exchange.


An event viewer log message or console dialog reports failure logging onto the service account mailbox.


One of the first reasons is because the Add2Exchange Service account is hidden from the Global Address List. Unhide it and try again through Exchange System Manager or Exchange Management Console. It can also happen in older 2003 environments if you did not open the Add2Exchange Service account mailbox in Outlook or OWA.

If the account is not hidden, the second most common reason is because the version of CDO has been updated and the older version is no longer supported. There are two ways to get this communication protocol, from Exchange System Manager (Exchange 2003) or the standalone version of Exchange Mapi. If this is an Exchange 2003 server, you must update you Exchange installation through MS Updates. (This is not just Windows updates, but the new Microsoft Updates). Do the updates and reboot, and then install the new version. Updates to Exchange are also required as specified in the previous link and here:


If the Collaboration Data objections version 1.2.1 is the standalone version located in Add/Remove programs and the date of the files is not the May 2010 version, you will need to uninstall that version, REBOOT and then install the newer version located from the MS site, or use the ExchangeMapi we have included within the zip file of the newest Add2Exchange Standard or Enterprise located from our website:


Occasionally we find it is required to re-register CDO.dll, with a start, run, regsvr32 “c:\Program Files\ExchangeMapi\cdo.dll” with your actual path specified dependent on your installation.

It is also a best practice to upgrade to the latest version of Add2Exchange,which has been changed to accommodate the newer versions of Exchange 2007 and 2010.

If you already have the newest version of CDO, the third most common reason is you are migrating from Exchange 2003 to 2007 or 2010 environment and have not updated the required permissions. These are located in the manual in the shortcut on the desktop of the Add2Exchange Service account on the replication server, and here on the web:


You do not need to create a new Add2Exchange Service account if you already have one, you will need to just add the new permissions: http://support.diditbetter.com/kb/a2e_188.html

If there are changes to permissions required, you will need to log off and back on and allow for Exchange Replication and service delays – about 90 minutes.

UPDATED: 11.07.2010

We have noticed in Exchange 2007 and 2010 Exchange Management Console that on a first time install, the Preinstaller will put the service account with Full mailbox access permissions in the interface - but when you try to make a relationship, you get a failure to log on and that you do not have permissions to log in to that account.  We have found that the Exchange Management Console does not report the full mailbox access permission correctly in the interface no matter how long you wait. 

To correct this situation, find the mailbox without access rights in Exchange Management Console.  Right click the user mailbox and select Manage Full Mailbox Permissions.  Find the Add2exchange Service account (default zadd2exchange) in the list, remove it and Manage.  Then do "the reverse" procedure to add the A2E Service account from the user picker to enable Full Mailbox Access rights again and then Manage.  After this, you will be able to open THAT users mailbox and make a relationship. You will need to do this for any relationship to a mailbox which fails.  We have notified Microsoft, but have no automated resolution except their suggestion to using command shell to remove and readd it, but this did not see to work.

Incidentally, the Exchange Command Shell will not give ownership to a public folder with any leading spaces in the public folder name either, so avoid using this convention.


Applies To

  • Add2Exchange Standard
  • Add2Exchange Enterprise

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