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Troubleshooting Small Business Server 2003

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Windows Small BusinessServer 2003
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Windows Small BusinessServer 2003 A Clear and Concise Administrator's Reference and How-To
Windows Small BusinessServer 2003 A Clear and Concise Administrator's Reference and How-To
ISBN 978-1-904811-49-7
Publisher Packt Publishing
Author(s) Stephanie Knecht-Thurmann

In this tutorial we've discussed various error scenarios and problems that occur in SBS 2003 and have suggested comprehensive solutions for them. For a clearer overview, we have summarized the problems individually in the theme areas of group server, users, Internet, intranet, e-mail, fax, monitoring, and mobile devices.

Contents

[edit] Server Problems

This section describes problems that the administrator detects (and which can be solved) directly on the server.

[edit] Services close abruptly when shutting down and restarting SBS 2003

Problem: When shutting down or restarting the SBS 2003, services that are running can abruptly terminate before they are properly closed by the system. This can lead to loss of data.

Cause: This problem is caused by an error in the registry. This happens when the WaitToKillServiceTimeout value is set to the wrong type REG_DWORD instead of the correct type REG_SZ. The value of WaitToKillServiceTimeout is thus interpreted as a time limit of zero milliseconds, and all the running services terminate abruptly.

Solution: To solve this problem, open the registry editor by entering the regedit command in the Run dialog box.

  1. Navigate to the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\ Control key.
  2. Select the Delete entry from the context menu of WaitToKillServiceTimeout and confirm it.
  3. Select New and String from the context menu of Control. Create a new value as follows: Name, WaitToKillServiceTimeout; Value Type, REG_SZ; and Value, 120000. This sets the waiting period for closing the services at 120,000 milliseconds.
  4. Close the registry editor and restart SBS 2003.

[edit] Problems with the Internet Connection Firewall (ICF)/Internet Connection Sharing (ICS) Service

Problem: After you have updated a Windows Server 2000 installation to SBS 2003, the Internet Connection Firewall (ICF)/Internet Connection Sharing (ICS) service unexpectedly starts and ends.

Cause: This problem occurs when the Internet Connection Sharing service was enabled on Windows Server 2000. Therefore, this service starts even after the system has been updated to SBS 2003, although Internet Connection Sharing is not available in SBS 2003.

Solution: This problem can be solved by disabling the service. To do this, take the following steps:

  1. Open Start/Programs/Administration/Services.
  2. Select the Properties entry from the context menu of the Internet Connection Firewall/Internet Connection Sharing service.
  3. Select the Disabled entry from Start Type in the General tab and then click on OK.

[edit] Instead of a user e-mail address only the GUID is displayed

Problem: In the Server Management under Users, instead of the username for the E-mail address the user's GUID (Globally Unique Identifier) is displayed.

Cause: This problem occurs if the username contains Unicode characters.

Solution: This problem can be solved by changing the SMTP e-mail address for the user account. To do this, take the following steps:

  1. Open the Advanced Administration entry in Server Management and then select Active Directory Users and Computers.
  2. There, double-click on the name of the SBS and then open the Users or the Built-in folder, depending on where the user is stored.
  3. From the context menu of the users, select Properties and switch to the E-Mail Addresses tab.
  4. Under Type, select the SMTP entry and then click on Edit. Replace the displayed GUID with the correct e-mail address of the user and then click on OK.
  5. Switch to the Exchange General tab. In the Alias text box, replace the GUID with the correct e-mail alias. Click on OK.

[edit] User-Specific Problems

In the following sections, you will find a series of typical problems and error scenarios faced by users.

[edit] A user cannot change his or her password

Problem: A user who tries to change his or her password gets an error message stating that the password cannot be changed.

Cause: A password cannot be changed when a user's new password does not conform to the password policies determined by the administrator.

Solution: Inform the user about the necessary length and complexity requirements.

[edit] A user account is locked

Problem: A user cannot log in as his or her account is locked.

Cause: For security reasons, a user account will get locked when too many of the user's login attempts have failed.

Solution: In order to unlock the user's account, take the following steps:

  1. Open the Users entry in Server Management and select the Properties entry from the context menu of the locked-out user.
  2. Open the Account tab and disable the Account is locked checkbox. The user can now log in.

Via the settings for account locking it is specified that, by default, an account gets locked after 50 failed login attempts. The account then remains locked for ten minutes.

[edit] A new user cannot log in

Problem: A newly created user tries to log in to the domain directly after his or her account has been created. However, the login attempt fails.

Cause: A user account is not recognized by Active Directory immediately after it is created, and therefore it cannot be used. By default, it takes 15 minutes for the new account to be recognized.

Solution: Ask the user to wait for approximately 15 minutes (and in the meanwhile, maybe drink a cup of coffee).

[edit] The first login to a client takes too long

Problem: When the user logs on to the client for the first time after being added to the SBS domain, the login takes too long.

Cause: The redirection of the "My Documents" folder to the server has been enabled. At the time of the first login, the contents of the local folder must be synchronized with the server. The bigger the size of the contents, the longer it takes for the synchronization and consequently, the login. From the second login onwards, only the changes to the folder are synchronized and hence the login will not take as long.

Solution: As this is not an error, no solution is required.

[edit] The user cannot save data in the shared folders of the server

Problem: A user cannot save data in the shared folders of the server any more.

Cause: The user has exceeded the disk quota allotted to him or her for saving data.

Solution: First, you can ask the user to save data on his or her local computer. If several users face this problem, you have to consider changing the size of the disk quota. Keep in mind, however, that the quota cannot be changed for each user individually; it can only be changed for an entire hard disk partition.

[edit] Users cannot restore any previous file version

Problem: The users cannot restore the previous versions of their files as there is no Previous Versions tab in the Properties of the "My Documents" folder.

Cause: The "My Documents" folder has been redirected to a new storage location only a short while ago, as a result of which the snapshot to be taken has not yet been created. The disk space allocated to the deleted files is still active.

Solution: The tab is available when the next snapshot is created. This occurs at 7:00 a.m. and at 12:00 p.m. There is no need of any other measures.

[edit] The "My Documents" Folder is not synchronized with the server

Problem: There is no synchronization of the contents of the "My Documents" folder with the files on the server.

Cause: The user's disk quota has been exceeded, and thus no more of his or her files can be stored on the server.

Solution: You can either inform the user not to delete any more required files from the "My Documents" folder, or you can alternatively increase the disk quota. Keep in mind, however, that the quota for all the users will be increased.

[edit] Redirected folders cannot be accessed any more after the migration of the user profile

Problem: After you have imported the user profile into SBS 2003, the users cannot access the redirected folders any more.

Cause: For private user profiles, the administrative credentials of the user folders are deleted from the client computers. However, the users require these credentials to access folders that have been redirected to the server. Following the migration of the user profiles, of which the redirected folders are also a part, the users cannot possibly access the data of the server any more.

Solution: To solve this problem, you must manually restore access to the user folders on the client computer. To do this, take the following steps:

  1. In the client computer open Start/Programs/Administration/ View Events. There, open the Application entry.
  2. Search for an error message in the list that gives its source as Folder Redirection and double-click on this entry.
  3. Note the destination and the source directory that is specified in the description of the events.
  4. The next steps are carried out on the server. Navigate to the user folder noted down in step 3 using the Windows Explorer.
  5. Select the Sharing and Security entry from the context menu of the folder and select the Permissions tab. Verify that the username is not available in the list of authorization entries there. If the folder is empty, delete it.
  6. From here onwards, the steps are to be carried out on the client. Navigate to the user folder noted down in step 3 in Windows Explorer. Select the Sharing and Security entry from the context menu of the folder and click on Advanced in the Security tab.
  7. In the Advanced Security Settings window, select the User tab. There, click on the username and enable the Replace Owners of the Objects and the subordinate Containers checkbox. Click on Apply.
  8. On the Authorizations tab, the name of the user should be available in the Authorization Entries list. If this is not the case, include the user to the list via Add. Assign the Full Access authorization to this user. Then click on OK.
  9. Log off from the client computer and then log on again.

[edit] After the upgrade to SBS 2003, some applications are not accessible

Problem: After the upgrade, only the applications available in SBS 2003 are present on the clients, not the applications installed before the upgrade.

Cause: Only the default applications have been installed on the client computers. Other applications have not been updated.

Solution: Install the applications on the SBS 2003 server. They are installed on the client computer after it has been upgraded. The command line for the installation of the applications on the client can be found in the registry of the SBS 2003 server under the key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SmallBusinessServer\clientsetup\ sbs2k_archive\Client Applications\.

Open Client Computers in Server Management and then click on Add Applications to Client Computers. Enter the appropriate command lines for the installation of the application there.

[edit] A remote connection cannot be established

Problem: In Windows XP, a user cannot establish a remote connection to a computer.

Cause 1: The user account doesn't have permission to log in through the remote desktop.

Solution 1: To give the user this permission, open the User entry in Server Management. From the context menu of the concerned user select the Properties entry. On the Properties page, switch to the Terminal Service Profiles tab and enable the Allow Terminal Server Login checkbox.

Cause 2: The client computer has not been configured to use the remote desktop.

Solution 2: Take the following steps to configure the client computer:

  1. Open Control Panel/System and then the Remote tab there.
  2. Enable the Allow Users to establish a Remote Desktop Connection checkbox there and click on OK.

Cause 3: The client computer is configured in such a way that remote access by the user is not allowed.

Solution 3: Take the steps shown on the facing page to configure the client computer to allow remote access:

  1. Open Control Panel/System and then the Remote tab there.
  2. Click on Select Remote Users. The Remote Desktop Users window will then be displayed. Click on Add in this window.
  3. In the Select Users or Groups window, select the desired object type (for example, Users) under Object Types. Under Locations, specify the search path for the selected object type. Under Enter the objects names to select enter the name of the user or the group objects and then click on Verify Names.
  4. If the name is found, click on OK to confirm it. The name will be displayed in the list of authorized users in the Remote Desktop Users window.

[edit] Problems with the Internet

In this section you will find a few typical scenarios pertaining to problems with Internet connections and Internet-specific settings.

[edit] VPN access is not possible

Problem: A user cannot access the SBS 2003 network via VPN.

Cause: The user does not have permission to access the SBS 2003 system through the VPN or through the dial-up connection.

Solution: To give the necessary permissions to the user, add him or her to the mobile users group or apply the Mobile User template to the user through the wizard for changing user permissions.

[edit] SBS 2003 Standard doesn't allow USB devices for dialing on demand

Problem: In the standard version, a USB device cannot be used for connecting to the Internet by on-demand dialing.

Cause: The standard edition of SBS 2003 does not support connecting to the Internet by on-demand dialing using a network device connected to the USB bus like, for example, a USB modem or a USB-DSL adaptor.

Solution: When configuring e-mail and Internet connection via the wizard in the standard version, you must select a non-USB network device or use the Enterprise version of SBS 2003, to which this restriction does not apply.

There is no solution to this problem in the standard version. In this case, you cannot use a USB device.

[edit] Intranet Problems

In this section you will find a series of error scenarios that can occur in connection with the use of the intranet, particularly when SharePoint Services are used. The installation of the intranet components or the connection with http://companyweb fails

Problem: While installing the intranet components, you receive an error message stating that an error has occurred in the installation of SharePoint Services and in creating an intranet page. You would like to access the company website after installing the SBS 2003 but you receive the message that you are not authorized to access the page.

Cause: These problems do not occur if you have installed SBS 2003 before 24 November 2003, unless you want to make major changes in the SharePoint Services such as creating a new top-level webpage. The actual problem lies in the validation of the DLLs. A few DLLs are mistakenly taken to be invalid by the installation routine.

Solution: In order to solve this problem, Microsoft provides a patch for the SharePoint services and the SOL Server 2000 MSDE. For further details you can refer to Microsoft KB articles 832880 and 833019.

The incorrect installation files of installation CD 3 have, in the meantime, been replaced. Customers that still own the older CD can receive the updated CD for free. The appropriate order form can be found by going to https://microsoft.order-4.com/sbsrtmcd/.

If users have already been added before installing this patch, open the User entry in Server Management and start the user permissions wizard. Give the already created users access permission to the website.

If the web site was published before installing the patches, restart the e-mail and Internet connection wizard after you have installed the patches to make the web site available on the Internet.

[edit] The user has to enter his or her login Information when accessing the company website

Problem: When the user tries to access the internal company website, he or she is prompted to enter his or her login information.

Cause: As the internal company website is based on the SharePoint Services, the user must be a member of a SharePoint services group. A user who is a member of this group does not have to enter login information.

Solution: If you create a user account on the basis of one of the user templates, users are automatically configured to access the company website without having to provide any further login information.

[edit] The search function for the internal website is not available

Problem: No search functions are available on the internal company website.

Cause: The full text search functionality is not available when MSDE is running on the SBS 2003. An instance of SQL Server is required for this.

Solution: In order to use the full text search you must upgrade the MSDE to an instance of SQL Server 2000. MSDE cannot be upgraded on an evaluation version of SBS 2003.

[edit] The documents on the company website cannot be edited

Problem: It is not possible to edit or save the documents on the internal company website.

Cause: To edit and save the documents on the internal company website, Microsoft Office XP or Microsoft Office 2003 must be installed on the client computer. The documents cannot be edited in older versions of Office.

Solution: Upgrade the appropriate Office applications on the users' computers.

[edit] The website of the SBS 2003 cannot be accessed through the FQDN

Problem: When you try to access the SBS 2003 from an internal client through its officially registered FQDN (Fully Qualified Domain Name), you receive an error message stating: DNS Error. This page cannot be displayed.

Cause: This problem occurs when the officially registered FQDN is resolved to the external page of a NAT (Network Access Translation) device that is connected to the Internet, and returns this to the internal server. At this moment, Internet Explorer tries to access the publicly registered FQDN, but the connection is blocked and an error message is displayed. The query is interpreted by the router as if it has been issued from an IP address located within the internal network. Thus the router takes the query to be false (spoofing) and does not process the packet further. However, the client, which is actually located outside the network, gets an error message instead of a reply.

Solution 1: You can first try to solve this problem by installing a current firmware update on the router.

Solution 2: If the firmware is current or if the problem cannot be solved by updating it, the clients can try to access the SBS by using the NetBIOS name when they are within the URL.

Solution 3: The third solution is to install an additional DNS Forward Lookup Zone. This zone must have the same name as the external domain name. In order to install this DNS zone, take the following steps:

  1. Issue the dnsmgmt.msc command to open the DNS administration console.
  2. Double-click on DNS Server, and in the left half of the window select the New Zone entry from the context menu of Forward Lookup Zone. Then click on Next.
  3. Select the Primary Zone entry and click on Next.
  4. In the Active Directory... window, click on Next.
  5. On the Zone Name page specify the FQDN of the external domain. This name can be, for example, www.externalname.com. Then click on Next.
  6. In the Dynamic Update window, select the Do not allow dynamic updates option and click on Next and then on Finish.
  7. Now select the DNS zone just created and from its context menu select the New Host (A) entry.
  8. In the New Host window, do not make an entry in the Name field. If the FQDN contains the www, you can enter it into the Name field. In the IP Address field, enter the local IP address of the SBS. Then click on Add Host.

It is also possible to create a DNS entry in the SBS that resolves the external FQDN to the internal IP address of the SBS. Here, the IP addresses that are used by the clients in the Internet to connect to the FQDN of the SBS are not applied.

In order to create an additional DNS entry, carry out the following steps:

  1. Open the DNS administration console and select the New Zone entry from the context menu of the DNS server. Click on Next.
  2. Select a Primary Zone as the zone type and then click on Next.
  3. Select the To all Domain Controllers of the Active Directory Domain option as the Active Directory Replication area. Then click on Next.
  4. Select a Forward Lookup Zone as the zone type and click on Next.
  5. Under Zone Name, enter the external FQDN, e.g. www.externalname.com. Click on Next.
  6. In the Dynamic Updates window, select the Do not allow Dynamic Updates option and click on Next and then on Finish.
  7. Mark the zone just created in the Forward Lookup Zones entry, and from its context menu select New Host (A).
  8. In the New Host window, do not enter any value in the Name field, and enter the internal IP address of the SBS in the IP Addresses field. Then click on Add Host.
  9. Now, the DNS resolution cache must be deleted from the client computers (Windows 2000 and XP). To do this, enter the ipconfig /flushdns command at the command prompt.

[edit] Internal clients cannot connect to the external FQDN of the SBS

Problem: When trying to access the SBS 2003, an internal client gets the following error message: This page cannot be displayed. The possible DNS problems are given at the bottom of the page.

Cause: This problem occurs when the SBS 2003 has only one network card and is located behind a router. The user of the internal client tries in this situation to access the SBS by using its external FQDN. This problem does not apply to all these scenarios, but only to specific router models. The following router models are affected by this issue:

  • 3Com OfficeConnect Cable/DSL Gateway 3C855
  • D-Link Broadband VPN Router DI-804
  • Microsoft Wireless Base Station MN-500
  • Microsoft Base Station MN-100

Normally, the internal network users cannot access the SBS through the external FQDN. However, the users of OMA (Outlook Mobile Access) must access the external domain name of the SBS in order to synchronize their mobile devices with Outlook.

Solution: To work around this problem, create a DNS zone for the external FQDN of the server so that the FQDN is resolved to the internal IP address of the SBS. To do this, take the following steps:

  1. Open the DNS administration console and select the Forward Lookup Zone entry and then New Zone from the context menu of the DNS server. Click on Next.
  2. Select a Primary Zone as the zone type and click on Next.
  3. Under Zone Name enter the external FQDN, for example, www.externalname.com. Click on Next.
  4. In the Dynamic Updates window, select the Allow only secure Updates option and click on Next and then on Finish.
  5. Mark the zone just created in the Forward Lookup Zone entry, and from its context menu select New Host (A).
  6. In the New Host window, do not make any entries in the Name field, and in the IP Address field enter the internal IP address of the SBS.
  7. Mark the Create a new PTR Entry for this Entry checkbox and click on Add Host.
  8. You will then get a message that the PTR entry has been successfully added. Confirm this by clicking on OK.

[edit] E-Mail and Fax Problems

In this section you will find a listing of the typical problems faced while sending and receiving e-mails and faxes.

[edit] E-Mails cannot be sent or received anymore

Problem: After a while the problem crops up that a user can't send or receive e-mails.

Cause: This happens when the user has reached the size limit for his or her mailbox.

Solution: First, you can save the e-mails in a local folder on the client of the user. If a user faces this problem again, you have to consider increasing the size of his or her mailbox.

[edit] Unwanted e-mails are sent to the Exchange mailboxes

Problem: The Exchange Server mailboxes receive unwanted messages (spam).

Cause: The connection filter has not been configured for the Exchange Server.

Solution: Configure the connection filter to block unwanted e-mails to the Exchange Server on the basis of the blocklists.

[edit] Several existing e-mail domains cannot be specified in the e-mail and Internet connection wizard

Problem: Only one e-mail domain can be specified in the e-mail and Internet connection wizard, even though several e-mail domains are to be used.

Cause: Only one e-mail domain is specified in the wizard as you configure the reply addresses for the domain here.

Solution: In order to use multiple e-mail domains, create a customized recipient policy for the second e-mail domain after closing the wizard in Exchange. The e-mail addresses for the users of the second e-mail domain are created via this policy.

[edit] Problems while downloading external POP3 e-mails through the POP3 connector

Problem: On the SBS 2003 there are a huge number of unexpected e-mails in the Exchange SMTP queue. These e-mails are exclusively for recipients outside the SBS e-mail domain. This symptom occurs after downloading e-mails from the external POP3 server; the POP3 connector wrongly sends back e-mails to recipients who are not members of the SBS 2003 e-mail domain.

Cause: This problem would not occur if the e-mails are hosted internally with the help of the Exchange Server.

Solution: This symptom is a problem with SBS 2003. For this purpose, you must install the KB835734 update, which can be found at http://www.microsoft.com/downloads/details.aspx?FamilyID=7B1FF109-092E-4418-AA37-A53AF7B8F6FC&displaylang=en.

[edit] A connection to the POP3 and IMAP4 services of the SBS cannot be established

Problem: Both the POP3 and IMAP4 virtual server services are stopped when the Exchange System Manager is started on the SBS 2003. When you try to restart both these services through the Exchange System Manager, you receive an error message. As both these services have been closed, no connection can be established from Microsoft Outlook and Outlook Express to SBS 2003 anymore. You receive the appropriate error messages when you try to connect to the POP3 server or the IMAP4 server.

Cause: This problem occurs because in SBS 2003 the Microsoft Exchange POP3 service and the Microsoft Exchange IMAP4 service are switched off by default.

Solution: Take the following steps in order to enable these services and to authorize the firewall for these services:

  1. Open Start/Programs/Administration/Services and double-click on the Microsoft Exchange POP3 service.
  2. Select Automatic from the Start Type list box. Click on Apply and click on Start in Service Status.
  3. Repeat this step for the Microsoft Exchange IMAP4 service and then close the Services window.
  4. Open Server Management and expand the Task List. In the right half of the window, click on Connect to the Internet.
  5. Follow the instructions of the wizard till you reach the Firewall page. Here, click on Enable Firewall and then on Next.
  6. Click on Add and enter Microsoft Exchange POP3 in the Service Name text box. Under Protocol enter TCP and under Port enter 110. Click on OK.
  7. Click once again on Add and enter Microsoft Exchange IMAP4 for the Service Name, TCP as the Protocol, and the Port 143 in the appropriate fields and then click on OK.
  8. Click on Next and close the wizard.

[edit] Error message 5120 in the event log

Problem: An error message with the event ID 5120 is found in the event log. This occurs when incoming or outgoing e-mails have attachments. However the attachments must contain MIME fields whose type is multipart/alternative. By default, the MIME type is multipart/mixed. Normally, e-mail attachments with the multipart/alternative MIME type are e-mail worms.

Cause: This error message can also be displayed when an anti-virus program scans all the folders, including the Exchange folder, at file level. During the file-level virus scan, the infected e-mail attachment can be deleted before this attachment is deleted from the SBS 2003 itself.

Solution: This event message is not an error message in the true sense. You should probably switch to another anti virus program that does not scan at file level.

[edit] Problems in sending e-mails via SMTP when a Smart Host server is used

Problem: When sending e-mail through the SMTP connector, the mails remain in the outbox queue and do not get sent. Additionally, the following three conditions must be fulfilled for this problem to occur:

  • All e-mails are forwarded to a Smart Host server.
  • The Smart Host server is not identical with the mail server of your Internet provider on which your e-mails are stored.
  • The TURN authentication is used for retrieving the e-mails.

This configuration applies when you configure the following settings in the e-mail and Internet connection wizard:

  • In the E-mail Sending Methods window, click on Forward all E-mails to the Mail Server of the ISP. In the Mail Server text box, enter the name of a Smart Host server.
  • In the E-mail Sending Methods window check the Use Exchange checkbox. Click on Keep E-mails on ISP till my Server sends a Signal.
  • In the E-mail Server to which the Signal should be sent field, specify the name of the server. This is the mail server of the ISP that sends a signal to your Exchange Server. This server is different from the Smart Host server. Click on Turn after Authentication.
  • In the Information for TURN Authentication window, specify the username and the password of the account through which the Exchange Server authenticates itself against the mail server of the ISP.

Cause: The authentication fails in this configuration when the e-mails are sent through the SMTP connector. During the authentication of the SMTP connector on the Smart Host Server, the account settings that the server uses for the outgoing connection are the ones that you have specified for the TURN authentication. These account settings are configured for the server from which the SBS receives incoming mails, and not for the Smart Host server. Thus, as a result of the authentication problem you can only receive e-mails and not send them.

Solution: To ascertain the account settings for the outgoing SMTP connection, open the Connectors entry in the Exchange System Manager and select Properties from the context menu of Small Business SMTP Connector. In the Advanced tab click on Outgoing Security.

[edit] Faxes cannot be received

Problem: Faxes cannot be received, even though the fax modem is correctly installed and there are no error messages in the event log.

Cause: The modem must be reset.

Solution: In order to reset the modem, unplug it and then plug it in again. More details could be found in the documentation of the device.

[edit] Faxes cannot be forwarded to the document library

Problem: The option to forward faxes to the document library is available neither in the fax configuration wizard nor in the fax administration console.

Cause: The fax services have probably been uninstalled via Add/Remove Control Panel/Software/Windows Components. The option to reinstall is not available at this location in SBS 2003.

Solution: You must reinstall the fax services. Take the following steps:

  1. Open Add/Remove Control Panel/Software/Windows Components and disable the Fax Services checkbox. Click on Finish.
  2. In Software, switch to Currently installed Programs. Select Microsoft Windows Small Business Server 2003 and click on Change/Remove.
  3. On the Select Component page select Fax Services under Action and click on Install. Click on Next and follow the instructions of the wizard.

[edit] Monitoring Problems

In this section, we discuss monitoring problems and problems with the performance and utilization reports.

[edit] No more monitoring warnings are given

Problem: No more monitoring warnings are given after the configuration of the Health Monitor has been imported.

Cause: The import of the Health Monitor configuration with the help of a wizard can cause problems with the imported actions if the actions still refer to the computer from which they have been imported an imported SMTP server or a file path is no longer valid, and leads to problems.

Solution: To make the monitoring warnings function correctly again, you must update the imported data of the actions. For this, open Health Monitor in administration and click on Actions. Select Properties from the context menu of an action and verify the settings in all the available tabs in each case.

[edit] According to a warning notification, a user account has been hacked

Problem: A warning is displayed stating that a user account has been hacked.

Cause 1: This warning is displayed when the user has exceeded the limit of the number of login attempts that has been specified in the account lockout function.

Solution 1: Check whether the user has actually made a series of failed login attempts because of a forgotten password. In this case reset the user password and give the user the new password.

Cause 2: A user account has actually been hacked into or is still being hacked.

Solution 2: If the account has actually been hacked or is still being hacked, take the following steps:

  1. Verify in the event log under Security from the monitored login events whether the local network has already been hacked.
  2. Ascertain the IP address of the hacker's computer and try to get more details of this IP address through the Internet service provider.
  3. Check whether the there are any unknown user accounts under Users in the Server Administration.
  4. Reset the password of the hacked account and disable the account till the hack attempt has ended. Additionally, reset the administrator password.
  5. Disconnect the SBS 2003 from the Internet till the hack attempt is over.

[edit] The server performance and utilization reports do not contain all the log data

Problem: The server performance and utilization reports do not contain all the selected protocol data.

Cause: Data is added as an attachment to the report only when the data to be logged has changed since the last report. Even for applications that create several log files, e.g. Internet Information Services, no new attachments are sent for the reports if there is no new data.

Solution: This is not an error, so no further steps are required.

[edit] No Information about Internet usage is found in the server utilization report

Problem: The server utilization reports do contain data, but this data does not include information about Internet usage.

Cause 1: If you are using the firewall function of the ISA server, the SBS 2003 cannot monitor the firewall statistics of the ISA server.

Solution 1: You must configure the ISA server for monitoring and report creation, and not the SBS 2003.

Cause 2: You are using a hardware router as a firewall. Even in this case the SBS cannot evaluate the relevant statistics of the device.

Solution 2: Add one more network card to the SBS 2003. Install the routing and RAS services as a firewall on the SBS 2003 via the Internet access and e-mail wizard.

[edit] The server performance and server utilization reports cannot be received in Outlook Express

Problem: It not possible to receive the server performance and server utilization reports in Outlook Express.

Cause: By default, various file attachments are blocked in Outlook Express. This done in order to minimize the risk of opening infected attachments.

Solution: To allow these attachments, in Outlook Express open the Tools menu and then Options. Switch to the Security tab and disable the Disallow Saving or Opening of Attachments that could contain a Virus checkbox.

[edit] Problems with Mobile Devices

In this section, we discuss problems that can occur while using mobile devices.

[edit] ActiveSync cannot be installed

Problem: The Active Sync application cannot be installed on the client computer.

Cause: For installing ActiveSync, the mobile device should not be connected to the client computer. If it is so connected, the installation will not be completed.

Solution: In order to reinstall the application, disconnect the mobile device from the client computer, log on again, and restart the installation.

[edit] No connection can be established between the mobile device and the client computer

Problem: It is not possible to establish a connection between the mobile device and the client computer.

Cause: Most probably, the problem lies in the USB connection of both the devices. It is also possible that the current version of ActiveSync has not been installed.

Solution: First verify whether the current version of ActiveSync has been installed on the client computer. If it is installed, remove the mobile device from its base station or disconnect its cable. Switch off the mobile device and switch it on again before you connect it to the computer.

[edit] A connected mobile device cannot surf the Internet if ISA Server 2000 is installed

Problem: If ISA Server 2000 is installed, the user cannot surf the Internet from his or her mobile device if it is connected through the base station or through a cable.

Cause: If the mobile device is connected, then its user will be treated as an anonymous user. ISA Server 2000 does not allow anonymous users to surf the Internet.

Solution: Depending on the operating system installed on the mobile device, you must try out different solutions. We'll look at these individually. At the end a few settings have to be configured in ActiveSync. These settings are the same for all and are independent of the operating system of the mobile device.

[edit] Microsoft SmartPhone 2003

  1. On the mobile device open Start/Settings/Date Connections.
  2. Open Menu/Edit Connections/Proxy Connections.
  3. Under Menu click on Add.
  4. Under Connects from select the Work option; under Connects to select the Internet option.
  5. In Proxy (name: port) enter the name and the port number of the proxy server. The port number is 8080. Also enter your username and password, and click on Finish.

[edit] Microsoft Pocket PC Phone Edition 2003

  1. Open Start/Settings. Under Connections click on Connections and then on Set up my proxy server.
  2. Switch to the Proxy Settings tab. Enable the This Network establishes a Connection to the Internet and the This Network uses a Proxy Server checkboxes. Enter the name of the proxy server and click on Advanced.
  3. In Computer Link enter the port number 8080. Confirm this procedure by clicking on OK.

[edit] Microsoft Pocket PC Phone Edition 2002

  1. Open Start/Settings. In Connections click on Connections.
  2. Under Work Settings click on Change and switch to the Proxy Settings tab.
  3. Enable the This Network establishes a Connection to the Internet and the This Network uses a Proxy Server checkboxes and click on Advanced.
  4. In Computer Link enter the port number 8080. Confirm this procedure by clicking on OK.

[edit] ActiveSync settings

These settings must be configured irrespective of the system installed:

  1. Open the Tools/Options menu in ActiveSync and switch to the Rules tab.
  2. Select Office under Connection.
  3. When surfing the Internet for the first time, you will be prompted to enter a username and password. The user account to be entered must be a member of the Internet Users group.

[edit] The first synchronization attempt between Outlook and the mobile device fails

Problem: The first synchronization attempt between Outlook 2003 and the mobile device fails. You receive an error message stating that the profile cannot be found.

Cause: If the user has not yet run Outlook 2003, no profiles can be created. ActiveSync cannot create profiles by itself.

Solution: Start Outlook and connect the mobile device to the client computer either through its base station or through a cable. Pay attention to the following sequence while connecting the mobile device:

  1. Start the ActiveSync program.
  2. Connect the base station of the mobile device through the USB cable or through the COM port to the client computer. When using the COM port, ensure that the COM port used when installing ActiveSync is not used. In order to share the COM port, click on the File menu in ActiveSync and then click on Get Connected.
  3. Put the mobile device in the base station or connect it with a cable. ActiveSync automatically establishes a connection with the mobile device.

[edit] The synchronization of a connected mobile device is not possible

Problem: When the mobile device is connected to the client computer through its base station or through a cable, it cannot be synchronized.

Cause: The ISA Server or Routing and RAS (RRAS) are set up on the SBS 2003. The option ActiveSync Channel is not correctly configured for this.

Solution: On the client, open the ActiveSync program. Select Options from the Tools menu and switch to the Rules tab. As the Connection option under Channel, select Internet.

[edit] Problems with Outlook Mobile Access (OMA) and SSL

Problem: On some devices with Smart Phone 2002, Pocket PC 2002, or WAP 2.0 (Wireless Application Protocol), problems occur while using Outlook Mobile Access in connection with SSL (Secure Sockets Layer).

Cause: Some devices are not supported if they do not use an SBS 2003 signed certificate.

Solution: Provide the appropriate signed certificate.

[edit] Additional References

For instructions on Installing SBS 2003, click here.

[edit] Source

The source of this content is Chapter 13: Troubleshooting Small Business Server 2003 of Windows Small Business Server 2003 A Clear and Concise Administrator's Reference and How-To by JStephanie Knecht-Thurmann Packt Publishing, 2005).

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