The error "Error 2297 Error whilst enabling mailbox for user, Unable to get Welcome Message delivered" is displayed while enabling or disabling an Enterprise Vault enabled Mailbox.
Article ID: 100017727
Updated On:
Description
Error Message
Error whilst enabling mailbox for user, Unable to get Welcome Message delivered
V-437-2297
Cause
This issue can occur while enabling a mailbox in Enterprise Vault (EV). The EV administrator will have to copy the MSG file that is sent to the users from the staging location to the EV installation folder. The users that are enabled from EV will have an email sent to their Inbox indicating that this mailbox has been enabled. After the mailbox is enabled, an error indicating that the message could not be sent may appear in the EV server's Event Viewer > Enterprise Vault log (Event ID 2297).
Resolution
There are two common scenarios that cause this error:
Scenario 1
Cause:
The welcome message has not been edited and placed in the correct directory on the EV server.
The welcome message is named "EnableMailboxMessage.msg" and is installed on the computer that is running the Archiving Service that processes the mailbox. The folder location is:
"\Enterprise Vault\Languages\Mailbox Messages\[lang]"
where [lang] indicates the language used. Before enabling any mailboxes the file should be copied to the correct location so the user(s) will receive the notification.
Resolution:
1. Double-click on the "EnableMailboxMessage.msg" file in Windows Explorer to edit the message using Outlook. The message can be changed for each EV environment. The file contains generic instructions describing the changes that EV enabled users may need to complete.
2. Copy the file to the EV installation folder "\Program Files\Enterprise Vault ".
3. Enable a mailbox to test the messages.
4. If the error persists then continue to Scenario 2.
Note: The message can be edited at any time: For example, an administrator may want to add links to EV training information in the "EnableMailboxMessage.msg" file.
Note: There is another mail message that is delivered when archiving is disabled for a mailbox. The message in the file "DisableMailboxMessage.msg" and it is on the computer that is running the Archiving Service that processed the mailbox. The file is in the same folder as the enable mailbox message and should be copied in the same way.
Scenario 2
Cause:
The Enterprise Vault Service Account (VSA) cannot send the MSG files using the system mailbox that is defined in the Archiving Task because "Send As/ Receive As" permissions have been denied for the VSA. The "EnableMailboxMessage.msg" and the "DisableMailboxMessage.msg" are sent using the security context of the VSA and the system mailbox defined in the arching task. The following procedure can be used to troubleshoot the problem.
Resolution:
- Verify that scenario (1) has been completed. The MSG files have to be copied to the "
\Enterprise Vault" directory. - Configure a profile for the system account in Outlook while logged in as the VSA on the vault server. Send a mail message to any other user. The system account can be identified by using the following procedure:
Identify the System Mailbox
a. Open the Enterprise Vault Administration Console (VAC).
b. Expand "Enterprise Vault Servers."
c. Expand the server that is being configured.
d. Click on "Task."
e. In the right pane double click on the "Mailbox Archiving" task.
f. Click on the "Settings" tab.
g. The system mailbox is located in the "System Mailbox" box.
Configure a profile for the system mailbox
a. Login as the VSA.
b. Copy the name of the system mailbox from the "System Mailbox" box.
c. Create a profile in Outlook using the system mailbox information.
d. Configure Outlook to prompt for profiles.
e. Login to Outlook using the system account profile and send a message to a user. If a error is displayed indicating that the message cannot be send then "Send As / Receive As" permissions have been denied for the VSA.
Note: A possible cause could be the Microsoft Security Patch MS06-035 & MS06-029 which denies "Send As / Receive As" permissions may have been applied.
f. Remove the "Deny" permission on "Send As / Receive As" from the VSA in the Exchange System Manager. Refer to document 278290 in the Related Documents section on how to configure Exchange "Send As / Receive As" permissions for the VSA.
g. In Active Directory Users and Computers, open the property sheet of the system mailbox. In the Exchange General - Delivery Options section, add VSA in the "Grant this permission to:" list.
Issue/Introduction
The error "Error 2297 Error whilst enabling mailbox for user, Unable to get Welcome Message delivered" is displayed while enabling or disabling an Enterprise Vault enabled Mailbox.
Additional Information
ETrack: 2297
UMI: V-437-2297
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