Simple Troubleshooting
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If stopping the Add2Exchange Service and a reboot and log in of the service account doesn’t fix syncing, consider handing off to us. If these support suggestions below fail to resolve, you can contact support at 813-944-5739 M-F 8-4. There is an option for after hours support. Finally, you can send an Email to support@diditbetter.com or talk directly to your dedicated support representative.
Steps You Can Try
- Reboot the machine to apply any pending updates. See Maintenance section for tips below.
- Open the Add2Exchange Event log. A single error or small series of errors can often be explained, but prolonged and/or consistent errors need to be addressed immediately.
- Test the system by opening Outlook and check to see if there are any prompts or issues. Answer/respond to the prompts and close Outlook. A2E does not require Outlook to be open, we use it for profile management, autodiscover and fault tolerance. if Outlook doesn't open, resolve this issue first. If a new proflle is to be made, it must be made with the same name, and in online, non cached mode.
- Open the Add2Exchange Console (this should stop the Add2Exchange Service if it has started).
- Open the Task Manager to see if the Add2Exchange Agent stops and drops in 60 seconds. If it has CPU activity, wait. If not, you could kill it and reboot the server to apply any managed or mismanaged updates.
- Close everything and reboot the server, watching the system come back online.
[TIP] IF syncing to 365, after a reboot you must answer any MFA or Duo type prompts for it to fully log back in. This is a pain point so we don’t ever recommend this type of MFA on the replication machine, and this is a crucial step. When leaving the machine, leave the server logged in and lock the server or disconnect. If you did have to do any Duo type of login authentication, please take note in your update support procedure so after updates and a reboot, the manual process of logging back in must be done to complete the automation. In 365, the sync service account must be fully logged back in. The Add2Exchange Service is set to delayed start and it will pick up where it left off. Lock the Machine when leaving.
The Add2Exchange Service should start in Delayed mode. A half an hour after the reboot, please look at the Add2Exchange Event logs to see whether or not everything is showing successes. If not, move to deeper analysis or perform the Maintenance routine.
After your Windows and MSO update, upgrade to the latest edition of Add2Exchange using these procedures