Technical Support

FAQs – Questions about performance, best practices, and more. FAQs – Questions about performance, best practices, and more.   Product Basics - Is Enterprise Email Archive a software or appliance-based solution? - What storage devices does Enterprise Email Archive work with? - Does Enterprise Email Archive work with instant messages? - What file formats does Enterprise File Archive support? System Requirements - System requirements for Enterprise Email Archive Platform Requirements Email Servers Supported - Which operating systems does Enterprise File Archive support? - Do I need to install Enterprise Email Archive on a separate machine? - Will I need to purchase any additional software or databases for Enterprise Email Archive? - Will I need to install anything on my email or file server? Performance - My organization has a lot of high-traffic email users. What kind of workload can Enterprise Email Archive handle? - Can Enterprise Email Archive perform ‘real-time’ or ‘journal’ archiving? - How is EEA distributed in organizations with multiple locations? - Can the system perform multiple tasks or multiple archiving simultaneously (real-time archiving, PST migration, back-end database indexing)? - How fast is the search? Impact on Resources - How much of my CPU resources will Enterprise Email Archive use? - Will Enterprise Email Archive affect my email server in any way? Impact on End Users - Does Enterprise Email Archive require end-users to install, configure or administrate anything?

How-to's & Troubleshooting How-to's & Troubleshooting   Welcome to the MessageSolution Knowledge Base for Enterprise Email Archive and Enterprise File Archive software solutions. This section contains information on product performance, best practices, troubleshooting, administration, installation, maintenance programs, license support, and upgrades. * For email or OS platform-specific troubleshooting, please visit our Server-Specific Troubleshooting page. Installation Process - How to Install Enterprise Email Archive - How to Speed Up the EEA Installation Process - How to Configure or Change the Management Console - How to Configure the Authentication Servers - How to Enable SSL for Web Interface - How to Sign the SSL Certificate User Management - Adding multiple administrators - Adding and deleting users from the directory - Cannot retrieve users from Authentication Servers - Replacing Licenses (Trial or Purchased) Archiving Processes - Archiving historical mails - Filtering emails - How to Check the Archiving Progress - How to Check Folder Count - How to Check for Failed Index Mail - No new emails are being archived - Users cannot find archived newsletters Search Feature - Search results are not correct - Users cannot find archived newsletters - Archive search is non-functional PST Migration - PST Migration while archiving in Real-Time - PST Migration Manager Logs and Backend - Backing up the EEA - Locations of Log Files - How to Enter the MySQL Back-End Errors & Error Messages - Page Not Found Error - Administrator Login Page does not display - Attachment information database table corruption - HTTP 500 Error (after upgrading to Red Hat 5.1 or 5.2) - Java Heap Space is out of memory - Left frame of Web Console displaying “Unexpected Error” message

Troubleshooting Server-Specific Troubleshooting Server-Specific   EMAIL SERVER-SPECIFIC      Microsoft Exchange      No emails pre-dating 1995 in Archive, using Exchange Server      How to Deploy the Outlook Plug-In to Multiple Computers      How to Enable Journaling or Real-Time Archiving on Exchange      How to Pull all Messages from Exchange Server      How to Replicate User Folders from Exchange      IBM Lotus Domino      How to Pull all Messages from Lotus Domino Server OS PLATFORM- SPECIFIC      Windows      EEA Server Services for Windows      How to Change the Web Console Port on Windows      How to Increase EEA Buffer Space on Windows      How to Manually Start, Stop, and Restart EEA Services on Windows      RedHat 5.1, 5.2      HTTP 500 Error (after upgrading to Red Hat 5.1 or 5.2)

Storage Calculator – How much volume should you plan for? Storage Calculator – How much volume should you plan for?        - Download Storage Calculator >>

License Support License Support   Pricing for Enterprise Email Archive is set according to how many licenses you will need. You will need one license for every mailbox you want to actively archive. Licenses do not expire and can be applied to multiple accounts (not simultaneously, however). Saving on Licenses If you want to archive new users’ emails, and you have de-activated archiving for certain accounts, you can avoid purchasing new licenses for your new users by applying those inactive licenses to the new users’ accounts.      Q. How do I apply an unused license to a new user?      A. First, enter the Administrative web console. Then click the User Management tab.      Find the user or account that you wish to de-activate archiving for (if you have not already done      so) and uncheck the box marked ‘Archiving’ next to that user’s name. This will free up user      licenses that can be applied to new users or other accounts.      To apply these unused licensed to a different user/account, simply check the ‘Archiving’ box for      the user to whom you want to apply the unused license. This will enable archiving for that user. Requesting More Licenses If you have no inactive licenses to apply to new users, please contact your MessageSolution Account Executive to request new licenses. If you do not remember your Account Executive, just send an email to sales@messagesolution.com with the following information: - Your name - Your organization - How many new licenses you require - Which edition of Enterprise Email Archive you are running (please include version number) - Whether these licenses will be for the Suite or Express edition (or, if both, how many of each)

Requesting More Licenses Requesting More Licenses   Pricing for Enterprise Email Archive is set according to how many licenses you will need. You will need one license for every mailbox you want to actively archive. Licenses do not expire and can be applied to multiple accounts (not simultaneously, however). If you have no inactive licenses to apply to new users, please contact your MessageSolution Account Executive to request new licenses. If you do not remember your Account Executive, just send an email to sales@messagesolution.com with the following information: - Your name - Your organization - How many new licenses you require - Which edition of Enterprise Email Archive you are running (please include version number) - Whether these licenses will be for the Suite or Express edition (or, if both, how many of each)

Renewing Your Software Maintenance Package (SMP) Renewing Your Software Maintenance Package (SMP)   Annual SMP Package Basics The Software Maintenance Program (SMP) is initially licensed with MessageSolution Enterprise Email Archive and Enterprise File Archive products. The SMP includes free updates and software version upgrades (i.e. version 5.0 to version 6.0), as well as email and phone support during business hours. The SMP must be licensed with the purchase of MessageSolution archiving products; the cost for the annual Standard SMP per year is 20% of the licensing cost. The annual Premium SMP is priced below and includes unlimited 24/7 email support and scheduled phone support during business hours. The Standard package includes the numbers of email and phone supports within business hours as listed below. On-site engineering support is available for customers who have purchased the Executive Pack at a fee of $250 per 30 minutes, plus travel expenses. How to Renew Your SMP Customers wishing to renew their Standard Maintenance Package must do so within 6 weeks of the one year anniversary date of their original licensing and SMP purchase. If your one year anniversary date is approaching in less than 6 weeks and you would like to renew your SMP, please contact your MessageSolution Account Manager. If you do not remember the name of your Account Manager, please send an email to sales@messagesolution.com: - Your name - Your organization - Original date of purchase (or estimated date, if unknown) - Which maintenance package you would like to purchase Exceptional Situations The SMP does not include any new product module releases (such as content management, disaster recovery, etc.), major module or function enhancements, or any technology company or outside technology acquired by MessageSolution. Software Maintenance Program terms are subject to change without notice. The installation and configuration processes covered in the SMP do not include professional services to assist with archiving, indexing, and file migration processes that require data to be imported or migrated into the archive from email server(s), individual users’ desktops, or any location within the network, nor does installation include file conversion out of Enterprise Email Archive Server(s). Customers conducting email server upgrades requiring mass data migration support must purchase additional MessageSolution supporting hours. If you need migration assistance please directly contact your Account Manager for details or email sales@messagesolution.com. In the event that a customer is not in good standing when renewing the annual SMP (beyond 60 days of the SMP expiration date) to obtain a newer product release or upgrade, the cost shall be 50% of the on-going market price for the edition of EEA (EEA Express or Suite Edition) that the customer originally licensed. The fees of 20% for standard SMP (EEA at market price) and 10% for the remote installation assistance shall also apply.

Version upgrade information Version upgrade information   Customers with a valid SMP have unlimited free upgrades to newer versions of the MessageSolution archiving product originally licensed. To find out what new features and improvements will be available in the next release, or to request an upgrade, contact your MessageSolution Account Manager. If you do not know your Account Manager, please send an email to sales@messagesolution.com or call 1-888-858-7903.