Diagnosing Cluster Issues


Configuring a cluster for the mail services introduces a level of complexity where it makes it harder to diagnose issues. This article gives you a list of items to check, which cover all the cluster support issues you may encounter. The majority of cluster issues are to do with permissions, where a server does not have the required access to read/write either configuration or data files. This article assumes you have installed MailEnable on one or more servers and have them pointing to a UNC path to an external common storage location.

You can also use this article to verify that things are correctly configured, even if you don't notice any issues.


1) Run the administration program, right click on the Messaging Manager icon and select Properties from the popup menu. In the window displayed, make sure that the Configuration Repository points to the location in the UNC path that contains the Config and Queues directory. The Message Store Repository must point to where the postoffices are stored. This would normally be a directory called postoffices on the UNC path. For example:

Configuration Repository: \\dataserver\mail (this directory contains the Config directory and others)

Message Store Repository: \\dataserver\mail\postoffices (this directory contains all the postoffice folders)

2) On this window displayed, if you have another path showing a queue directory, it may mean you have changed your queue directory to a different location that the Configuration Repository path. If you don't know what this means, and this is a new installation, check the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Mail Enable\Mail Enable\Connectors

The "Connector Root Directory" value should be the path to the Queues directory in the UNC path. So for the above example this would be \\dataserver\mail\queues. 

3) Check the UNC path you have entered as the Configuration Repository in Windows Explorer. It should have a directory Queues, Config, Bad Mail and other in it. If not, it likely means that you did not enter the UNC path as the destination configuration and data storage during the installation process. To fix this, reinstall and set the path correctly, so that the correct folders are created.

4) Check that all the mail services are running as IME_SYSTEM Windows user. They cannot run as LocalSystem in a cluster.

5) Log into webmail on one of the servers in the cluster. Does it succeed to log in? If not, then likely the IME_ADMIN user that webmail is running under does not have permissions to access the UNC share. Check that your storage device allows this user access - in most cases this involves having configured an IME_ADMIN user on the device, with the same username and password as the server has for that user. Using Process Monitor from Microsoft can help show whether this is a permissions problem.

6) Once you log in, send an email to your own mailbox. This will test both webmail and some of the local mail services. Check that the email is in the Sent Items folder. If the email is in Sent Items, but does not arrive, it indicates IME_ADMIN user has permissions, but IME_SYSTEM does not.



How to Cluster MailEnable https://mailenable.com/kb/content/article.asp?ID=ME020023


Class:HOWTO: Product Instructions
Revised:Wednesday, December 16, 2020