Product Documentation

Troubleshooting and Diagnostics

Mar 06, 2015

XenMobile Mail Manager logs errors and other operational information to its log file: <Install Folder>\log\XmmWindowsService.log. XenMobile Mail Manager also logs significant events to the Windows Event Log.

The following list includes common errors:

XenMobile Mail Manager service doesn’t start
Check the log file and the Windows Event Log for errors. Typical causes are as follows:
  • The XenMobile Mail Manager service cannot access the SQL Server. This may be caused by these issues:
    • The SQL Server service is not running.
    • Authentication failure.

    If Windows Integrated authentication is configured, the user account of the XenMobile Mail Manager service must be an allowed SQL logon. The account of the XenMobile Mail Manager service defaults to Local System, but may be changed to any account that has local admin privileges. If SQL authentication is configured, the SQL logon must be properly configured in SQL.

  • The port configured for the Mobile Service Provider (MSP) is not available. A listening port must be selected that is not used by another process on the system.
XenMobile cannot connect to the MSP
Check that the MSP service port and transport is properly configured in the Configure> MSP tab of the XenMobile Mail Manager console. Check that the Authorization Group or User is set properly.

If HTTPS is configured, a valid SSL server certificate must be installed. If IIS is installed, IIS Manager can be used to install the certificate. If IIS is not installed, see for details on installing certificates.

XenMobile Mail Manager contains a utility program to test connectivity to the MSP service. Run the <InstallFolder>MspTestServiceClient.exe program and set the URL and credentials to a URL and credentials that will be configured in the XenMobile and then click Test Connectivity. This simulates the web service requests that XenMobile service issues. Note that if HTTPS is configured, you must specify the actual host name of the server (the name specified in the SSL certificate).

Note: When using Test Connectivity, be sure to have at least one ActiveSyncDevice record or the test may fail.