Wed 5/4/2011/ 9:30am/ TJDavies-
Details: Has some emails that were delayed but now there are emails in the outbox that have not been sent.

Wed 5/4/2011/ 9:31am/ TJones (time)-
Details: Outbox has 4 emails in there from today and also some emails from the past couple weeks that were set to be sent with delayed delivery.

Troubleshooting: Tested and confirmed that email from other accounts was being sent. OK. Restarted the SMTP service on the server. Same.

Resolution: Made temporary folder inOutlook call Outbox temp. Moved all the emails from the outbox to the temp folder. Checked send/recieve settings and checked off for account to be included in send/recieve. Closed Outlook and killed the Outlook.exe process with task manager. Restarted Outlook and then for each email in the temp folder that should have been sent today, opened and selected 'Send', verified that each one went. Moved the others with delayed send options back to the outbox. Composed and sent an additional test email message. OK.

Tue 5/3/2011/ 10:04am/ TJones (time)-
Details: Monitoring agent offline, when calling the system it is getting a fast busy signal.

Troubleshooting: Had person onsite look at system and verify that it appears that the system is off and does not have power. The monitor also appears not to have power. The UPS that the system is plugged into does not have a green power light lit.

Tried a different outlet. Same.

When pressing the power button on the UPS the system kicks on for a few seconds and then back off.

Plugged everything into the non-UPS outlets and tested. OK.

Resolution: Bad UPS (or at least the battery), replace UPS.

Tue 5/3/2011/ 10:46am/ TJDavies-
Details: Received email notification that phone server is offline.

Fri 4/1/2011/ 3:00pm/ TJones (time)-
Details: System is infected with fakeav.

Resolution: Killed processes using our security agents. Cleared temporary files, disabled system restore, reset IE defaults, cleared startup locations, downloaded and installed malware tools. Installed and updated MBAM, Spybot, and SAS. Setup scan with all 3 tools.

Fri 4/1/2011/ 10:00pm/ TJones (time)-
Scans came out clean. Rebooted system. OK.

Mon 4/18/2011/ 11:30am/ TJones (time)-
Checked with user and verified that voicemails coming in are going to email.

Wed 4/20/2011/ 8:50am/ TJones (time)-
Troubleshot with user and determined that if the Televantage client is open then she recieves the voicemail notification and if it is closed she does not. Scheduled a time at 11:30 to work on the issue further.

Wed 4/20/2011/ 12:10pm/ TJones (time)-
Troubleshooting:
-Removed domain firewall policy and disabled firewall, tested. Same
-Added phone server to relay permissions in SMTP and restarted SMTP service, Same
-Added user relay permission for authenticated users, restarted SMTP service, same.
-In the Televantage server options and setup the email setup had the checked box for “smtp server requires authentication” was unchecked. Checked it off and added a domain admin account. Tested. OK.

Set the domain firewall policy back to normal, removed relay permissions for authenticated users, restarted SMTP service and tested. OK. Resolved.

Mon 5/2/2011/ 9:34pm/ TJones-
Details: User has calls that come in and they leave a message (they become aware of this because their phone 'message waiting indicator light' is blinking but they do not recieve an email of the voicemail from Televantage.

Fri 4/1/2011/ 11:28am/ TJDavies-
Details: Needs help to find emails. All emails older than a couple months aren't showing up in Outlook search

Fri 4/1/2011/ 1:56pm/ TJones (time)-
When the search criteria in Outlook was entered a dialog would pop up saying there are too many results and to click here to view them all. After doing that there is also a link at the bottom of the list asking if we found what we are looking for and then clicking on the additional link saying to look in all mail folders. Once those additional links were clicked the missing emails were located. OK.

Tue 2/8/2011/ 10:54am/ TJDavies-
Details: I could not open the Realtick trading software that you installed for me (last week?). The Realtick people suggested that we may be running into the firewall and forwarded this information. Would you please check it out?

Tue 2/8/2011/ 1:20pm/ TJones (time)-
Changed permissions on registry entries:
HKEY_LOCAL_MACHINESOFTWARETownsend Analytics Ltd.TAL Trading Tools6 key
Power Users and Domain Users 'full control'.

Tue 2/8/2011/ 2:35pm/ TJones (time)-
Program is still not working. Added firewall exceptions to all the executables in the realtick folder. Tested. Same.

Worked with Realtick support. Determined that the problem was that user's need write/full permissions to the Realtick folder. Added permissions and tested. OK. Resolved.

Tue 1/18/2011/ 3:55pm/ TJones (time)-
Setup telnet tests to several mail servers to verify that outbound port 25 could not be reached going to any server on port 25. Called Qwest and discussed with the technician. He said there is a default block on the DSL accounts. He removed the block, bounced the modem, and then we tested traffic on port 25. OK.

I verified the settings in Outlook and then sent additional emails out and in to test. OK. Resolved.

Thu 1/27/2011/ 8:32am/ TJDavies-
Details: Last night users received notifications on emails sent yesterday that they were delayed including an email sent to Todd.

Thu 1/27/2011/ 8:33am/ TJones (time)-
Queues on server are backed up. System is waiting for a reboot. Manually tested the ports out to servers in the queue and could not get through. Went ahead and rebooted the server and firewall.

Retested the ports in queue. Called Qwest and troublshot with them. Had them reset the outbound filters on their firewall for this circuit and then bounce the circuit. I rebooted the firewall/modem and re-tested. OK. Resolved.

Tue 1/18/2011/ 2:30pm/ TJones (time)-
Worked with user to determine that both the 'file as' and outlook defaults are correct but that they are displayed incorrectly. They magically revert if the user clicks into the contact, into the 'full name' field and then clicks OK to save and then saves and closes.

Ultimately this seems like an issue with the 'full name' not being parsed correctly by Outlook 2007.

Tue 1/18/2011/ 5:30pm/ TJones (time)-
Did the following to fix the existing contacts automatically:

1.In Outlook 2007, click Alt+F11 to start the Visual Basic Editor.

2. Enable macros if prompted.

3.In the Project Explorer, expand the Project1 node.

4.Expand the Microsoft Office Outlook Objects node.

5.Double-click ThisOutlookSession.

6.On the Tools menu, click References.

7.In the References dialog box, ensure that Microsoft Outlook 12.0 Object Library and Visual Basic for Applications are selected.

8.Click OK to close the References dialog box.

9.Copied the following into the script window:

Private Sub ReFileContacts()
Dim items As items, folder As folder
Dim contactItems As Outlook.items
Dim itemContact As Outlook.ContactItem

Set folder = Session.GetDefaultFolder(olFolderContacts)
Set items = folder.items
Count = items.Count
If Count = 0 Then
MsgBox “Nothing to do!”
Exit Sub
End If

' Filter on the message class to obtain only contact items in the folder.
Set contactItems = items.Restrict(“[messageclass]='IPM.Contact'”)

For Each itemContact In contactItems
itemContact.FileAs = itemContact.FirstName + ” ” + itemContact.LastName
itemContact.Save
Next

MsgBox “Your contacts have been refiled.”
End Sub

10.hit the F5 key to run the macro.

*** **** **** ***
Tested. OK. Resolved.

Tue 1/18/2011/ 6:40pm/ TJones-
Details: In Outlook the contacts should be displayed first_name and then Last_name but some contacts seem to begin to display Last_Name, First_name even though they are listed correctly in the “file as” section of the contact and all the defaults and settings are correct in Outlook.

Sun 1/30/2011/ 7:25pm/ TJones (time)-
Checked users email at work and determined that only 2 emails have been recieved in his inbox all day. 47 other emails were recieved but have been properly categorized and moved to his 'junk email' folder.

Saw a bunch of mail in the deleted items but wasn't sure if they had been manually deleted or moved by a filter.

Will inquire If he has another email address setup to recieve email directly to the inbox on his Blackberry. Tightened up the junk email filters on his Outlook client and will have to see what get recieved in his inbox between now and tomorrow morning.

Mon 1/31/2011/ 8:30pm/ TJones (time)-
Installed mail utility exclaimer but ran into problems during the installation. Hangs up at an error during the Anti-Spam configuration wizard that says “Activex component can't create object: 'ExServ.UIHelper'.

Can not get rid of the error message.

Got rid of configuration wizard by ending task on “mshta.exe”.

Did the following:
1. Open a Command Prompt
2. Change the directory to the Mail Utilities install path (C:Program FilesExclaimer by default)
3. Run the following command (without quotes) to remove the service: “exserv.exe /service”
4. Run the above command once more to recreate the service
5. Launch Mail Utilities to re-run the Initial Setup Wizard

This time continued to another connection error. Connection error was cleared by changing a route weight on the firewall since it has multiple Internet connections.

Ran all the way through and configured. Rebooted SEA and BES servers. OK.