Troubleshooting the Exchange Synchronizer

This section describes common problems, that can occur when you run the Exchange Synchronizer, and their possible causes and solutions.

Error messages are stored in this synchronizer log file: lnui-synchronizer-<date>.log. To find the location of this file, start the LN UI Administration Webapp and select Infor LN UI Administration > Logging.

The account does not have permission to impersonate the requested user.

This error message is displayed: 

com.sun.xml.ws.fault.ServerSOAPFaultException: Client received SOAP Fault from server: The account does not have permission to impersonate the requested user. Please see the server log to find more detail regarding exact cause of the failure.

Cause:

  • The MS Exchange impersonation user does not have sufficient permissions in MS Exchange.
  • Incorrect credentials of MS Exchange impersonation account.

Solution:

  1. In Active Directory, verify the configuration of the impersonation user.
  2. Start the MS Exchange Synchronization Settings (ttaad2140m000) session. Verify that the User, Password, and Domain fields have been configured according to the MS Exchange impersonation user.
  3. If any changes were made, restart the Synchronizer.

The SMTP address has no mailbox associated with it

This error message is displayed: 

com.sun.xml.ws.fault.ServerSOAPFaultException: Client received SOAP Fault from server: The SMTP address has no mailbox associated with it. Please see the server log to find more detail regarding exact cause of the failure.

Cause:

  • Incorrect credentials of MS Exchange impersonation account
  • Incorrect email address of Exchange Synchronizer user(s)

Solution:

  1. Start the MS Exchange Synchronization Settings (ttaad2140m000) session. Verify that the User, Password, and Domain fields have been configured according to the MS Exchange impersonation user.
  2. Start the MS Exchange Synchronization Users (ttaad2141m000) session. Verify that the email address configured for each activated Exchange Synchronizer user corresponds with the MS Exchange email address. The email addresses must be identical, including the use of uppercase and lowercase.

An appointment or call can have only one meeting organizer

This error message is displayed: 

ERROR DllExecutor yyyy-mm-dd hh:mm:ss [pool-x-thread-y] - Error in adding attendee to attendees by activity. ERROR DllExecutor yyyy-mm-dd hh:mm:ss [pool-x-thread-y] - An Appointment or Call can have only one Meeting Organizer.

Cause: the email address in the attendee’s employee data does not correspond with the email address that is configured for the Exchange Synchronizer user.

Solution: for any employee for which appointments may require to be synchronized, complete these steps:

  1. Start the Employees – General (tccom0101m000) session.
  2. View the details for the employee.
  3. Click Employee -People Data. The Employees - People (bpmdm0101m000) session starts.
  4. Verify that the email address in this session corresponds with the Exchange Synchronizer user's email address in the MS Exchange Synchronization Users (ttaad2141m000) session.

    The email addresses must be identical, including the use of uppercase and lowercase.

Exception occurred attempting to run SynchronizerService

This error message is displayed: 

ERROR SynchronizationLoader yyyy-mm-dd hh:mm:ss [futures-handler] - Exception occurred attempting to run SynchronizerService
com.infor.pim.synchronizer.TechnicalSynchronizationException: java.lang.NullPointerException

Cause: incorrect email address of Exchange Synchronizer user(s)

Solution: start the MS Exchange Synchronization Users (ttaad2141m000) session. Verify that the email address configured for each activated Exchange Synchronizer user corresponds with the MS Exchange email address. The email addresses must be identical, including the use of uppercase and lowercase.

The server sent HTTP status code 401: Unauthorized

This error message is displayed:
com.sun.xml.ws.client.ClientTransportException: The server sent HTTP status code 401: Unauthorized

Cause: The on-premises Exchange server is not enabled for basic authentication.

Solution: Enable basic authentication.

See Basic authentication.

The server sent HTTP status code 404: Not Found

This error message is displayed: 

com.sun.xml.ws.client.ClientTransportException: The server sent HTTP status code 404: Not Found

Cause: incorrect MS Exchange URL

Solution: start the MS Exchange Synchronization Settings (ttaad2140m000) session. Check the value of the MS Exchange URL field and correct it if required.

Unable to find valid certification path to requested target

This error message is displayed: 

com.sun.xml.ws.client.ClientTransportException: HTTP transport error: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Cause: incorrect or missing SSL certificate for MS Exchange connection

Solution: In the LN UI Administration Webapp, select Infor LN > SSL Truststore. Import the public certificate of the MS Exchange server.

For details, see Configuring LN UI with the SSL certificate of the Client Access Server.

Contact or calendar events are not synchronized

Cause:

  1. Users have not been activated for synchronization.
  2. Calendar category mismatch between Synchronizer and MS Exchange.

Solution:

  1. Start the MS Exchange Synchronization Users (ttaad2141m000) session. Ensure that one or more users have the Active check box selected and that the Email Address field contains the user’s MS Exchange email address.
  2. Start the MS Exchange Synchronization Settings (ttaad2140m000) session. Verify that the category specified under Calendar Synchronization corresponds with the category that was selected for the meeting in Outlook.

LN UI and synchronizer become unresponsive

Synchronizer initialization appears correct but LN UI and synchronizer become unresponsive after some time. This error message may be recorded in one of the log files of the web server:

java.lang.OutOfMemoryError: GC overhead limit exceeded

Cause: the Java Runtime Environment that is used by the web server has an insufficient size of the memory pool.

Solution: increase the maximum memory pool size.

See Configuring memory usage.

Calendar events are synchronized at pull interval but the push mechanism is not working

Cause: The HTTPS certificate of the LN UI server is not configured on the LN server.

Solution: Ensure that the HTTPS certificate is configured in LN.

See Configuring the HTTPS certificate in LN.

To verify the configuration of the LN server:

  1. Log on to LN.
  2. Select Options > Debug bshell. The Run time debugging of bshell (ttstpbshdebug) session starts.
  3. On the Bshell Debug Levels tab, select the Debug cURL check box.
  4. On the General Options tab, select the Add Time stamps check box. Then, on the toolbar, click Start Trace. Do not close the Run time debugging of bshell (ttstpbshdebug) session.
  5. Start the Activities (tccom6100m000) session. Create or change an appointment and save the changes. Ensure that the appointment’s Synchronize check box is selected.
  6. Return to the Run time debugging of bshell (ttstpbshdebug) session. On the toolbar, click Stop Trace and Download File.
  7. Download the file and inspect the text content. See the examples:

    Example of bad or missing HTTPS certificate configuration on the LN server:

    C:0000044:2018-06-21[14:00:12.473]:::(00024):cURL *   Trying 1.2.3.4...
C:0000045:2018-06-21[14:00:12.473]:::(00024):cURL * TCP_NODELAY set
C:0000046:2018-06-21[14:00:12.474]:::(00024):cURL * Connected to server.domain.com (1.2.3.4) port 8443 (#3)
C:0000047:2018-06-21[14:00:12.474]:::(00024):cURL * ALPN, offering http/1.1
C:0000048:2018-06-21[14:00:12.474]:::(00024):cURL * successfully set certificate verify locations:
C:0000049:2018-06-21[14:00:12.474]:::(00024):cURL *   CAfile: none
C:0000050:2018-06-21[14:00:12.474]:::(00024):cURL *   CApath: /prod/toolsdev/Latest/bse/security/certs/server
C:0000051:2018-06-21[14:00:12.474]:::(00024):cURL * TLSv1.2 (OUT), TLS handshake, Client hello (1):
C:0000052:2018-06-21[14:00:12.476]:::(00024):cURL * TLSv1.2 (IN), TLS handshake, Server hello (2):
C:0000053:2018-06-21[14:00:12.476]:::(00024):cURL * TLSv1.2 (IN), TLS handshake, Certificate (11):
C:0000054:2018-06-21[14:00:12.477]:::(00024):cURL * TLSv1.2 (OUT), TLS alert, Server hello (2):
C:0000055:2018-06-21[14:00:12.477]:::(00024):cURL * SSL certificate problem: self signed certificate
C:0000056:2018-06-21[14:00:12.477]:::(00024):cURL * Closing connection 3

    Example of successful HTTPS certificate configuration on the LN server:

    C:0000058:2018-06-21[14:05:26.861]:::(00027):cURL *   Trying 1.2.3.4...
C:0000059:2018-06-21[14:05:26.861]:::(00027):cURL * TCP_NODELAY set
C:0000060:2018-06-21[14:05:26.861]:::(00027):cURL * Connected to server.domain.com (1.2.3.4) port 8443 (#4)
C:0000061:2018-06-21[14:05:26.861]:::(00027):cURL * ALPN, offering http/1.1
C:0000062:2018-06-21[14:05:26.861]:::(00027):cURL * successfully set certificate verify locations:
C:0000063:2018-06-21[14:05:26.861]:::(00027):cURL *   CAfile: none
C:0000064:2018-06-21[14:05:26.861]:::(00027):cURL *   CApath: /prod/toolsdev/Latest/bse/security/certs/server
C:0000065:2018-06-21[14:05:26.862]:::(00027):cURL * TLSv1.2 (OUT), TLS handshake, Client hello (1):
C:0000066:2018-06-21[14:05:26.865]:::(00027):cURL * TLSv1.2 (IN), TLS handshake, Server hello (2):
C:0000067:2018-06-21[14:05:26.865]:::(00027):cURL * TLSv1.2 (IN), TLS handshake, Certificate (11):
C:0000068:2018-06-21[14:05:26.866]:::(00027):cURL * TLSv1.2 (IN), TLS handshake, Server key exchange (12):
C:0000069:2018-06-21[14:05:26.866]:::(00027):cURL * TLSv1.2 (IN), TLS handshake, Server finished (14):
C:0000070:2018-06-21[14:05:26.867]:::(00027):cURL * TLSv1.2 (OUT), TLS handshake, Client key exchange (16):
C:0000071:2018-06-21[14:05:26.867]:::(00027):cURL * TLSv1.2 (OUT), TLS change cipher, Client hello (1):
C:0000072:2018-06-21[14:05:26.867]:::(00027):cURL * TLSv1.2 (OUT), TLS handshake, Finished (20):
C:0000073:2018-06-21[14:05:26.869]:::(00027):cURL * TLSv1.2 (IN), TLS handshake, Finished (20):
C:0000074:2018-06-21[14:05:26.869]:::(00027):cURL * SSL connection using TLSv1.2 / ECDHE-RSA-AES128-GCM-SHA256
C:0000075:2018-06-21[14:05:26.869]:::(00027):cURL * ALPN, server did not agree to a protocol
C:0000076:2018-06-21[14:05:26.869]:::(00027):cURL * Server certificate:
C:0000077:2018-06-21[14:05:26.869]:::(00027):cURL *  subject: C=C; ST=ST; L=L; O=O; OU=OU; CN=server.domain.com
C:0000078:2018-06-21[14:05:26.869]:::(00027):cURL *  start date: May 18 12:47:22 2018 GMT
C:0000079:2018-06-21[14:05:26.869]:::(00027):cURL *  expire date: May 17 12:47:22 2020 GMT
C:0000080:2018-06-21[14:05:26.869]:::(00027):cURL *  subjectAltName: host "server.domain.com" matched cert's "server.domain.com"
C:0000081:2018-06-21[14:05:26.869]:::(00027):cURL *  issuer: DC=DC; CN=YourCA
C:0000082:2018-06-21[14:05:26.869]:::(00027):cURL *  SSL certificate verify ok.