Microsoft Exchange MAPI - Frequently Asked Questions / Solutions


    What can be the reasons when access to the Microsoft Exchange Server is not possible, e.g. no public and/or private Outlook contact folders can be connected via the Virtual Directory or central calendar syncing does not work or checking voicemail via MAPI is not possible?

    After you have done the settings for the MAPI configuration according to our documentation, please check the following points to solve the problem:

    MAPI Troubleshooting


    Notes that apply to all Exchange Server versions:

    1. It is assumed that the most recent XPhone Server version is installed (see under SERVICE > SOFTWARE DOWNLOAD)
    2. Make sure the latest service pack is installed on the Microsoft Exchange Server and that no updates are pending.
    3. Uninstall the "Microsoft Exchange Server MAPI Client and Collaboration Data Objects" feature by going to SYSTEM MANAGEMENT> PROGRAMS AND FEATURES, and then install version 6.5.8353 ( Id = 42040) or later
    4. No Microsoft Outlook client may have been installed or be currently installed on the XPhone Server
    5. The default e-mail client must be ExchangeMAPI. This must be checked in the Windows registry under the following keys:
      The value "ExchangeMAPI" must be set as "Default".
    6. If several Exchange Servers with different versions are currently running in one network, because a migration (e.g. to version 2013) is being carried out, the migration must be completed before the MAPI is connected.
    7. If an error message with error code "MAPI_E_FAILONEPROVIDER" is returned in the Virtual Directory configuration interface in the mapping of the MAPI data source to the Virtual Directory, please see this article:
    8. The XPhone Server service account or XPhone Virtual Directory service account must be a member of the domain of the Exchange Server from which contact folders are to be connected
    9. The machine on which the XPhone Server or the Virtual Directory Server is running must be a member of the domain of the Exchange Server from which contact folders are to be connected
    10. Make sure the service account of the "XPhone Connect Server Manager" or "XPhone Server Service Manager" has been changed. If necessary, reset the service account to "LocalSystem" using the "XPhone Server Server/Service Manager", restart the service, and then switch to the "MAPI account"
    11. The service account of the XPhone Server or Virtual Directory Server requires a separate mailbox on the Microsoft Exchange Server
    12. The service account must be configured to appear in the Exchange Address List (Global Address List GAL). It must not be hidden
    13. The service account of the XPhone Server must not be a member of the Admins or Enterprise Admins domains
    14. If Outlook contact folders are to be connected to the XPhone Connect Directory or XPhone Virtual Directory:
      log on to the XPhone Server machine using the service account and re-create the data sources in the Directory Administration interface
    15. Also note the troubleshooting sections in the current MAPI documentation from C4B


    Additional notes for Microsoft Exchange Server 2013

    1. Use at least version 15.0.712.24 or later, see also:
    2. The latest version of the ExchangeMapiCdo "Microsoft Exchange Server MAPI Client and Collaboration Data Objects" version 6.5.8353 must be installed. If an older version is installed, uninstall it first. Then install version 6.5.8353:
    3. Note that if you are using an Exchange 2013 server in the Connect Directory or Virtual Directory when connecting a public Outlook contact folder, in tab "2. Public Folder" in the SERVERNAME field do not enter the IP address or host name of the Exchange server, but instead an asterisk * must be entered!
    4. Open the registry and go to the following key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa
      Check if the following DWORD entry exists: LMCompatabilityLevel 
      If the value exists, it must be greater than 2.
      More information can be found here: or
    5. Open the atlas.xml file via the XPhone Connect Server Manager under TOOLS or directly from the program directory of the XPhone Server with a text editor. Check whether the following entry (which must NOT be commented out) is present:


      If the entry does not exist, insert it, e.g. just before the last line </configuration>. Save the change and then restart the XPhone Server service.


    Additional notes for Microsoft Exchange Server 2010

    1. Install the following patch from Microsoft:
    2. If an Exchange 2010 with installed Client Access Server (CAS) role is used, read the following article:


    Test and analysis possibilities

    1. Test whether the service account can access its own mailbox using Outlook Web Access (OWA) (the right to Outlook Web Access may need to be allowed temporarily)
    2. If personal Outlook contact folders are being connected, central calendar syncing is to be used or voicemail checking via MAPI is used: can the service account connect its mailbox at any workplace with a Microsoft Outlook Client?  If this is possible: can it also open another user's mailbox? (File> Open> Another user's folder)
    3. Can the service account access its own mailbox at any workplace via Microsoft Outlook Client?
      If possible, can it also open another user's mailbox? (File> Open> Another user's folder)

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