Quest Spotlight on Messaging - Quest Software

<strong>Quest</strong> <strong>Spotlight</strong> on 

Messaging 

7.6 

Deployment and Troubleshooting 

Guide

© 

2012 <strong>Quest</strong> Software, Inc. 

This guide contains proprietary information protected by copyright. The software described in 

this guide is furnished under a software license or nondisclosure agreement. This software may 

be used or copied only in accordance with the terms of the applicable agreement. No part of 

this guide may be reproduced or transmitted in any form or by any means, electronic or 

mechanical, including photocopying and recording for any purpose other than the purchaser's 

personal use without the written permission of <strong>Quest</strong> Software, Inc. 

If you have any questions regarding your potential use of this material, contact: 

<strong>Quest</strong> Software World Headquarters 

LEGAL Dept 

5 Polaris Way 

Aliso Viejo, CA 92656 USA 

www.quest.com 

email: legal@quest.com 

Refer to our Web site for regional and international office information. 

TRADEMARKS 

<strong>Quest</strong>, <strong>Quest</strong> Software, the <strong>Quest</strong> Software logo, <strong>Spotlight</strong> and v<strong>Spotlight</strong> are trademarks and 

registered trademarks of <strong>Quest</strong> Software, Inc in the United States of America and other 

countries. Other trademarks and registered trademarks used in this guide are property of their 

respective owners. 

Disclaimer 

The information in this document is provided in connection with <strong>Quest</strong> products. No license, 

express or implied, by estoppel or otherwise, to any intellectual property right is granted by 

this document or in connection with the sale of <strong>Quest</strong> products. EXCEPT AS SET FORTH IN 

QUEST'S TERMS AND CONDITIONS AS SPECIFIED IN THE LICENSE AGREEMENT FOR THIS 

PRODUCT, QUEST ASSUMES NO LIABILITY WHATSOEVER AND DISCLAIMS ANY EXPRESS, 

IMPLIED OR STATUTORY WARRANTY RELATING TO ITS PRODUCTS INCLUDING, BUT NOT 

LIMITED TO, THE IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR 

PURPOSE, OR NON-INFRINGEMENT. IN NO EVENT SHALL QUEST BE LIABLE FOR ANY DIRECT, 

INDIRECT, CONSEQUENTIAL, PUNITIVE, SPECIAL OR INCIDENTAL DAMAGES (INCLUDING, 

WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION OR LOSS 

OF INFORMATION) ARISING OUT OF THE USE OR INABILITY TO USE THIS DOCUMENT, EVEN 

IF QUEST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. <strong>Quest</strong> makes no 

representations or warranties with respect to the accuracy or completeness of the contents of 

this document and reserves the right to make changes to specifications and product 

descriptions at any time without notice. <strong>Quest</strong> does not make any commitment to update the 

information contained in this document. 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging Deployment and Troubleshooting Guide 

Updated - February 2012 

Software Version - 7.6

CONTENTS 

CHAPTER 1 

INSTALLING SPOTLIGHT ON MESSAGING . . . . . . . . . . . . . . . . . . . 7 

MANAGEMENT CONSOLE INSTALLATION 

AND PERFORMANCE CONSIDERATIONS. . . . . . . . . . . . . . . . . . . 8 

CLUSTER SUPPORT . . . . . . . . . . . . . . . . . . . . . . . . . . .16 

PORT INFORMATION . . . . . . . . . . . . . . . . . . . . . . . . . .17 

INSTALLING COMPONENTS ON MULTIPLE COMPUTERS . . . . . . . . .18 

MANUALLY INSTALLING THE MANAGEMENT CONSOLE DATABASE . . .21 

MANUALLY UPGRADING THE MANAGEMENT CONSOLE DATABASE21 

BACKING UP AND RESTORING SPOTLIGHT ON MESSAGING . . .22 

MOVING SPOTLIGHT ON MESSAGING TO A ANOTHER SERVER. .23 

CHAPTER 2 

TECHNICAL INFORMATION FOR SPOTLIGHT ON MESSAGING FOR 

EXCHANGE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 

MANAGEMENT CONSOLE TECHNICAL INFORMATION . . . . . . . . . . .26 

DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 

SQL SERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 

CLUSTER SUPPORT . . . . . . . . . . . . . . . . . . . . . . . . . . .28 

HEALTH TESTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 

CREATING TEST MAILBOXES . . . . . . . . . . . . . . . . . . . . .46 

EDGE ROLE SERVER SUPPORT FOR EXCHANGE 2007 / 2010 .55 

HISTORICAL REPORTING DATABASE USAGE ESTIMATES . . . . .55 

DIAGNOSTIC CONSOLE TECHNICAL INFORMATION . . . . . . . . . . . .58 

PREREQUISITE SOFTWARE . . . . . . . . . . . . . . . . . . . . . . .59 

REQUIRED CONFIGURATION . . . . . . . . . . . . . . . . . . . . . .59 

REQUIRED PERMISSIONS. . . . . . . . . . . . . . . . . . . . . . . .60 

WEB REPORTS TECHNICAL INFORMATION. . . . . . . . . . . . . . . . .62 

SECURITY RECOMMENDATIONS . . . . . . . . . . . . . . . . . . . .62 

SECURITY SETTINGS . . . . . . . . . . . . . . . . . . . . . . . . . .62 

iii

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging 

CHAPTER 3 


BLACKBERRY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 


DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66 

SQL SERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66 

HEALTH TESTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68 



REQUIRED CONFIGURATION . . . . . . . . . . . . . . . . . . . . . .74 



CHAPTER 4 


OCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 


DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78 

SQL SERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 

HEALTH TESTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80 



PREREQUISITE SOFTWARE . . . . . . . . . . . . . . . . . . . . . . .89 



CHAPTER 5 


LYNC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 


DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92 

SQL SERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93 

HEALTH TESTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94 

CONFIGURING TEST USERS . . . . . . . . . . . . . . . . . . . . . 101 

DIAGNOSTIC CONSOLE TECHNICAL INFORMATION . . . . . . . . . . . 102 

WEB REPORTS TECHNICAL INFORMATION. . . . . . . . . . . . . . . . 102 

iv

CHAPTER 6 

TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 

INSTALLATION PREREQUISITE ISSUES . . . . . . . . . . . . . . . . . . 104 

DATABASE INSTALLATION ISSUES . . . . . . . . . . . . . . . . . . . . 105 

OTHER DATABASE ISSUES. . . . . . . . . . . . . . . . . . . . . . . . . 105 

OTHER INSTALLATION ISSUES . . . . . . . . . . . . . . . . . . . . . . 106 

MANAGEMENT CONSOLE ISSUES . . . . . . . . . . . . . . . . . . . . . 107 

HEALTH TEST ISSUES . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 

DIAGNOSTIC CONSOLE ISSUES . . . . . . . . . . . . . . . . . . . . . . 118 

WEB REPORTS ISSUES . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 

YOUR .NET IS NOT CONFIGURED PROPERLY . . . . . . . . . . . 120 

YOU HAVE MORE THAN ONE VERSION OF .NET INSTALLED. . . 121 

ACTIVE SERVICE PAGES ARE NOT ENABLED. . . . . . . . . . . .121 

INSTALLING IIS AFTER SERVICE PACK CAN BREAK ASP . . . 122 

RUNNING REPORTS ON WINDOWS SERVER 2003 (64 BIT). . 123 

THIRD PARTY CONTRIBUTIONS . . . . . . . . . . . . . . . . . . . . . . . 125 

ABOUT QUEST SOFTWARE . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 

CONTACTING QUEST SOFTWARE . . . . . . . . . . . . . . . . . . . . . 127 

CONTACTING QUEST SUPPORT . . . . . . . . . . . . . . . . . . . . . . 127 

v

1 

Installing <strong>Spotlight</strong> on 


• Management Console Installation and 

Performance Considerations 

• Installing Components on Multiple 

Computers 

• Manually Installing the Management 

Console Database 

• Manually Upgrading the Management 


• Backing Up and Restoring <strong>Spotlight</strong> on 


• Moving <strong>Spotlight</strong> on Messaging to a Another 

Server


Management Console Installation 

and Performance Considerations 

Before you install <strong>Spotlight</strong> on Messaging, ensure your system meets the 

following system requirements, depending on the type of environment or 

organization you are running. 

We suggest using the following operating systems depending on the 

environment you are monitoring: 

ENVIRONMENT 

Exchange 

2000/2003/2007/2010 

Exchange 2007/2010/ 

BlackBerry 

Office Communications Server 

2007 and 2007 R2 

Lync Server 2010 

OPERATING SYSTEM 

Windows 2003 R2 32 bit 

Windows 2008 32 bit or 64 bit 

any operating system 



Note: The operating system that you decide to use must be based on your Exchange 

environment. 

Note: If you are monitoring all versions of Exchange, install <strong>Spotlight</strong> on Messaging on 

Windows 2003 R2 32 bit. You must install all other system requirements as well. For 

more information, see “Diagnostic Services for the Exchange 2000/2003 Environment” 

on page 9, “Diagnostic Services for the Exchange 2007 Environment” on page 10, and 

“Diagnostic Services for the Exchange 2010 Environment” on page 10. 

Note: If you are monitoring Exchange 2007/2010 only, install <strong>Spotlight</strong> on Messaging 

on Windows 2008 Service Pack 2 or later. If you install <strong>Spotlight</strong> on Messaging on 

Windows 2008, you cannot diagnose Exchange 2000/2003 servers using the Diagnostic 

Console, or run the Storage, Replication, and Queue Health Tests in the Management 

Console because you cannot install ESM on Windows 2008. For more information, see 

“Diagnostic Services for the Exchange 2000/2003 Environment” on page 9. 

For the most up-to-date system requirements, see 

https://support.quest.com/SUPPORT/index?page=solution&id=SOL87763. 

8

Installing <strong>Spotlight</strong> on Messaging 

COMPONENT 

SYSTEM REQUIREMENTS 

Management Console • Microsoft Management Console (MMC) 3.0 

(required for Management Console) 

• Microsoft .NET Framework 3.5 or later 

• Microsoft XML Core Services (MSXML) 6.0 

(required for general functionality) 

• Microsoft PowerShell 2.0 or later (required for 

Exchange 2010 with Database Availability 

Group) 

Diagnostic Services for all 

Environments 

• Microsoft XML Core Services (MSXML) 6.0 


(required for general functionality) 

• Microsoft Data Access Components (MDAC) 

2.8 

Note: MDAC 2.8 comes with your operating 

system. If MDAC is uninstalled, <strong>Spotlight</strong> on 

Messaging will not run. 

Diagnostic Services for the 

Exchange 2000/2003 

Environment 

• see “Diagnostic Services for all Environments” 

on page 9. 

• Exchange Server MAPI Client and Collaborative 

Data Objects (MAPI CDO) 1.2.1 (required for 

certain health tests) 

• Exchange System Manager (ESM) 2003 

Service Pack 1 or later (required for certain 

health tests) 

Note: ESM is supported on the following: 

-Windows XP 32 bit 

-Windows 2003 32 bit 

-Windows Vista 32 bit and 64 bit 

9


COMPONENT 


Exchange 2007 Environment 




• Exchange Management Console (EMC) 2007 

Service Pack 1 and Update Rollup 1 or later 

(required for certain health tests) 




Note: If your organization contains Exchange 

2007 servers and Exchange 2000/2003 servers, 

you must install ESM and EMC. MAPI CDO is not 

required. 

Note: If your organization contains Exchange 

2007 servers and Exchange 2010 servers, you 

must install EMC 2007 Service Pack 2 or later. 

Note: The Exchange Management Tools version 

installed on your <strong>Spotlight</strong> on Messaging computer 

must match the Exchange version installed on your 

Exchange server. For example, if you have 

Exchange 2007 Service Pack 2 installed on your 

Exchange Server, you must have Exchange 

Management Console 2007 Service Pack 2 installed 

on your <strong>Spotlight</strong> on Messaging computer. 

Note: Microsoft Outlook should not be installed on 

the same computer where MAPI CDO is installed. 

For more information, see the following Microsoft 

knowledgebase article 

http://support.microsoft.com/kb/266418. 





• Microsoft PowerShell 2.0 or later 




10


COMPONENT 


BlackBerry Environment 




• Exchange System Manager (ESM) 2003 

Service Pack 1 or later (only required for 


– OR – 


Data Objects (MAPI CDO) 1.2.1 (only required 

for certain health tests) 

Diagnostic Services for the OCS 


Diagnostic Services for the Lync 


Diagnostic Console for the 








BlackBerry Environment 

Diagnostic Console for the OCS 







• Common Files for Internet Information 

Services (IIS) 

• ESM 2003 Service Pack 1 or later 

• MSXML 6.0 

• EMC 2007 Service Pack 1 or later 

• MSXML 6.0 



• MSXML 6.0 


• MSXML 6.0 


• MSXML 6.0 


11


COMPONENT 

Web Reports 


For installing Web Reports, you need: 

• IIS 6.0 with the following enabled: Common 

Files, World Wide Web Services, ASP, ASP.NET 

– OR – 

• IIS 7.0 or later with the following enabled: 

World Wide Web Services, Application 

Development Features, ASP, ASP.NET, 

Server-Side Includes, Security, and Windows 

Authentication 

For viewing Web Reports, you need: 

• Internet Explorer 7.0 or later 

Note: If you are using Windows 7, you must 

enable Static Content and Default Documents in 

IIS to view Web Reports. 

Note: If you are installing Web Reports on a 

remote computer, you must use SQL 

Authentication. 

Note: You can set two different types of security 

permissions for Web Reports: Role-based security 

and File-based permissions security. For more 

information, see the Web Reports Online Help. 

Note: There are no Web Reports for the Lync 


Rights and Privileges 

Operating System 

Local Windows Administrator privileges are 

required on the computer where <strong>Spotlight</strong> on 

Messaging in installed. 

• Microsoft Windows XP Professional Service 

Pack 2 or later (32 bit or 64 bit) 

• Microsoft Windows Server 2003 Server Service 

Pack 2 or later (32 bit or 64 bit) 

• Microsoft Windows Server 2003 R2 Server 

Service Pack 2 or later (32 bit or 64 bit) 

• Microsoft Windows Vista Service Pack 2 or 

later (32 bit or 64 bit) 

• Microsoft Windows Server 2008 Service Pack 2 

or later (32 bit or 64 bit) 

• Microsoft Windows Server 2008 R2 (64 bit) 

• Microsoft Windows 7 Service Pack 1 or later(32 

bit or 64 bit) 

12


COMPONENT 

Database 


• Microsoft SQL Server 2005 Service Pack 4 or 

later 

• Microsoft SQL Server 2005 Express Edition 

Service Pack 4 or later 

• Microsoft SQL Server 2008 Service Pack 3 or 

later 

• Microsoft SQL Server 2008 Express Edition 

Service Pack 3 or later 

• Microsoft SQL Server 2008 R2 Service Pack 1 

or later 

• Microsoft SQL Server 2008 R2 Express Edition 

Note: The SQL versions can be either 32 bit or 64 

bit. 

Note: If you installing the database on a remote 

computer, ensure the remote connections are 

enabled on the SQL server, and you have sufficient 

permissions to create/modify the database. 

The <strong>Spotlight</strong> on Messaging diagnostic console does not support the Lync 


You must use the latest version of Adobe Reader to view the documentation. 

Adobe Reader is a free download available at: http://get.adobe.com/reader 

or in the Documentation tab of the Autorun dialog box. 

You should consider the following recommendations before installing the 

Management Console, depending on the number of Exchange or OCS servers 

you have: 

IF YOU ARE 

MONITORING 

1 - 50 Exchange 

servers 

RECOMMENDATIONS 

• All components can be installed on a single dedicated 

computer 

• Console can be installed with the other components or on 

your desktop computer 

• Any of supported databases should be sufficient 

13


IF YOU ARE 

MONITORING 

50 - 100 Exchange 

servers 

100 or more 

Exchange servers 

RECOMMENDATIONS 

• Diagnostic Services should be installed on a dedicated 

computer 

• Database should be installed on a separate computer from 

the Diagnostic Services 

• SQL Express Edition is not recommended 

• If Web Reports is frequently used or test monitoring 

intervals are less than 30 minutes, Web Reports should be 

installed separately from the Diagnostic Services 

• Console can be installed with the Diagnostic Services or on 



computer 



• SQL Express Edition is not recommended 

• If Web Reports is moderately or frequently used or test 

monitoring intervals are less than 30 minutes, Web 

Reports should be installed separately from the Diagnostic 

Services 

• Console should be installed separately from the Diagnostic 

Services 

1 - 50 OCS servers • All components can be installed on a single dedicated 

computer 

• Console can be installed with the other components or on 


50 or more OCS 

servers 


computer 



• If Web Reports is frequently used or test monitoring 

intervals are less than 30 minutes, Web Reports should be 

installed separately from the Diagnostic Services 

• Console can be installed with the Diagnostic Services or on 


If you are monitoring more than 100 servers or operating in a mixed 

environment, you may need a more distributed installation or additional 

<strong>Spotlight</strong> on Messaging installations. Please contact <strong>Quest</strong> Support for 

advice. 

14


You should also consider: 

• Multiple consoles can be connected to the same Diagnostic Services 

simultaneously, and have full read/write access to all <strong>Spotlight</strong> on 

Messaging functionality. 

• The Diagnostic Services, Database, and the Web Report components 

must be deployed 1-for-1. The Database can only support one 

instance of Diagnostic Services. The Diagnostic Services and 

Management Console components can be deployed 1-to-many (or 

many-to-many). So one Diagnostic Services computer can support 

multiple Management Consoles computers (connected at the same 

time), and one Management Console computer could connect to 

multiple Diagnostic Services computers (using separate instances of 

the MMC snap-in). 

• The Diagnostic Console is completely independent from the 

Management Console, and can be deployed how ever you want. 

15


You should consider the following if you are accessing the same Diagnostic 

Services server from multiple consoles: 

• Different users can manage or edit the same tests at the same time. 

If different users edit the same test, the user who saves their changes 

last will have their settings preserved. 

• Information such as discovery, tests, credentials, test settings, 

custom groups, and global settings are shared amongst the 

Management Consoles 

• Global filters, Topology layout, and Group By settings are not shared 

amongst the Management Consoles 

Different Management Consoles can be connected to different organizations. For 

example, one Management Console can be connected to an Exchange 

organization, while another is connected to an OCS environment. 

Generally, due to the few BlackBerry servers most users have, your BlackBerry 

configuration likely will not put a significant load on your deployment. Use the 

performance guidelines for the other environments you service to determine 

how best to deploy your Management Console. 

Cluster Support 

<strong>Spotlight</strong> on Messaging supports running health tests on servers in a clustered 


While you can run all health tests on clusters, the Exchange Replication 

Health test explicitly reports on clusters in Exchange 2007/2010 

organizations. 

<strong>Spotlight</strong> on Messaging monitors virtual nodes only; it does not detect failover. 

Windows clusters are not supported as a separate plug-in. 

The following table lists the servers and the type of clusters supported. 

SERVER TYPE 


TYPE OF CLUSTER SUPPORTED 

• Active/Passive Cluster 

16


SERVER TYPE 

Exchange 2007 

Exchange 2010 

BlackBerry 

Office Communications Server 


• Local Continuous Replication (LCR) 

• Cluster Continuous Replication (CCR) 

• Standby Continuous Replication (SCR) 

• Single Copy Cluster (SCC) 

• Database Availability Group (DAG) 

• High Availability (HA) architecture 

• Network Load Balancing (NLB) 

• Component Load Balancing (CLB) 

Port Information 

<strong>Spotlight</strong> connects with native Windows RPC connections. For monitoring servers 

in a DMZ environment, the following ports must be open: 

• Browsing UDP:137,138 

• DNS Resolution UDP:53 

• Event Viewer TCP:139 

• File Sharing access TCP:139 

• Logon Sequence UDP:137,138 TCP:139 

• NetLogon UDP:138 

• Pass Through Validation UDP:137,138 TCP:139 

• Performance Monitor TCP:139 

• Printing UDP:137,138 TCP:139 

• Registry TCP:139 

• Server Manager TCP:139 

• RPC TCP:135 

These ports must be bi-directional. 

17


For more information on the network ports, protocols, and services that are used 

by Microsoft client and server operating systems, server-based programs, and 

their subcomponents in the Microsoft Windows server system, see 


The port information in the above article should not be used to configure 

Windows Firewall. For information about configuring Windows Firewall, see the 

following Microsoft Web sites: 

• http://technet.microsoft.com/en-us/library/cc779199(WS.10).aspx 

• http://technet.microsoft.com/en-us/network/bb545423.aspx 

Installing Components on Multiple 

Computers 

For information on installing the components on a single computer, see the 

<strong>Spotlight</strong> on Messaging Evaluator’s Guide. 

Installing the Management Console components on separate computers is 

recommended if you have a large organization. 

You cannot install <strong>Spotlight</strong> on Messaging on a domain controller. 

If you are using anti-virus software, you must exclude the <strong>Spotlight</strong> on 

Messaging directories from the anti-virus software. 

To install components on multiple computers 

18 

1. Log on to your computer using an account that has local 

administrative privileges. 

2. Download <strong>Spotlight</strong> on Messaging, and click Autorun.exe in the root 

directory. 

3. Click the Install tab. 

4. Click the <strong>Spotlight</strong> on Messaging link. 

5. If you are installing <strong>Spotlight</strong> on Messaging 7.6 for the first time, 

click Next in the Welcome to <strong>Spotlight</strong> on Messaging Setup 

Wizard dialog box, read and accept the license agreement, then 

click Next.


If you are upgrading from a previous version of <strong>Spotlight</strong> on 

Messaging to version 7.6, you do not need to uninstall the previous 

versions first. When you install <strong>Spotlight</strong> on Messaging 7.6, click Next 

in the Welcome to the <strong>Spotlight</strong> on Messaging Upgrade Wizard 

dialog box, read and accept the license agreement, then click Next. 

Before you upgrade to <strong>Spotlight</strong> on Messaging 7.6, you must manually stop 

the IIS services, <strong>Spotlight</strong> Distributed Collector services, and the <strong>Spotlight</strong> 

Diagnostic Test Engine. Do this only if you have your Diagnostic Services, Web 

Reports, or Database components deployed across multiple computers, and 

need to upgrade them individually. If you installed the Diagnostic Services 

and Database on a single computer, you do not have to stop these services 

manually. 

If you have your components installed on the same computer, or if you are 

installing your database on a remote computer, you do not have to stop these 

services. 

6. Indicate the features you want to install on the local hard drive, and 

click Next. 

The Prerequisite dialog box appears listing the optional and 

mandatory prerequisites that have or have not been met. You cannot 

continue with the installation until all mandatory prerequisites are 

met. Cancel the installation, install the missing prerequisites, then 

restart the Management Console installation. 

If you are upgrading to <strong>Spotlight</strong> on Messaging 7.6, you must re-select the 

components you had previously installed. 

If you have only some features of <strong>Spotlight</strong> on Messaging installed, and 

would like to install other features at a later time, you must first uninstall 

<strong>Spotlight</strong> on Messaging. When you reinstall the product, you can select which 

features you would like added. 

The following table identifies the different configuration pages that 

appear, depending on the features that you have selected for the local 

computer: 

COMPONENT 

Console 

CONFIGURATION PAGES DISPLAYED 

• None 

19


COMPONENT 

Diagnostic Services 

CONFIGURATION PAGES DISPLAYED 

• SQL Server to allow you to specify the 

location of your SQL Server database. 

• Server Account Setup to allow you to enter 

the credentials under which discovery and 

test all run by default. This must be a local 

administrator. 

Note: The database can be installed before or 

at the same time you install the Diagnostic 

Services. 

Database 


server where the database instance should 

be installed. 

Note: If you are installing the database on a 

remote computer, ensure remote connections 

are enabled on the SQL Server, and you have 

sufficient rights to create/modify the database. 

Note: If you are using SQL Server 2005 

Express or later, you must specify the instance 

name "sqlexpress". 

Note: If you are upgrading from a previous 

version of <strong>Spotlight</strong> on Messaging to version 

7.6, click Yes to use the existing database. If 

you are installing <strong>Spotlight</strong> on Messaging 7.6 

for the first time, you will not see this dialog 

box. For more information on upgrading your 

database, see “Manually Upgrading the 

Management Console Database” on page 21. 

Web Reports 


location of your SQL Server database. 

• Select Web Site to allow you to select the 

default Web Site or another Web Site 

where Web Reports will be installed. 

• Web Reports Optional Settings to allow you 

to set criteria for subscriptions, such as 

SMTP server and sender email address. 

Subscriptions allow you to schedule when 

you want specific reports to run. 

Note: The database can be installed before or 

at the same time you install Web Reports. 

Note: If you are installing Web Reports on a 

remote computer, you must use SQL 

Authentication. 

20


If you are installing for the first time or upgrading each component on its own 

computer, install the components in the following order: 

• Database 

• Diagnostic Services 

• Web Reports 

• Console 

The Diagnostic Console can be installed at any time. 

If you are upgrading to <strong>Spotlight</strong> on Messaging 7.6, you must perform the 

upgrade on each computer in the above order where you have each 

component installed. 

7. Click Install to begin the installation. 

Manually Installing the 

Management Console Database 

You can manually install your database using the Install Scripts from the Install 

tab of the Autorun dialog box. 

To manually install your database 

1. Open Microsoft SQL Server Management Studio (or similar 

application to open SQL scripts). 

2. Click File | Open | File. 

3. Open CreateDatabase.sql. 

4. Select Query | Execute. 

5. Repeat steps 3 and 4 to install the following SQL script files in the 

following order: 

• UserFunctions.sql 

• DatabaseSchema.sql 

• ImportData.sql 

Manually Upgrading the Management 


If you installed the database manually, you must upgrade it manually 

incrementally per minor release. For example, if you are upgrading from version 

7.0, you must first upgrade from 7.0 to 7.1, then from 7.1 to 7.2, and so on. 

21


You can manually upgrade your database using the Upgrade Scripts from the 

Install tab of the Autorun dialog box. 

To manually upgrade your database 

1. Stop your Diagnostic Services. 

2. Open Microsoft SQL Server Management Studio (or similar 

application to open SQL scripts). 

3. Click File | Open | File. 

4. Depending on the version from which you are upgrading, install the 

two or more of the following scripts in the following order: 

• UpgradeSchema1.sql 

• UpgradeSchema2.sql 

• UpgradeData.sql 

5. Select Query | Execute. 

The Diagnostic Services will restart once the upgrade of the Diagnostic 

Services is complete. 

Backing Up and Restoring <strong>Spotlight</strong> on 


Backing Up and Restoring the Settings and Database 

for the Management Console 

To backup the settings and database for the Management Console 

1. Backup your SQL database using Microsoft’s best practices. 

2. To backup your topology and MMC customizations, back up the 

<strong>Spotlight</strong> on Messaging .msc file. This file is located at 

%userprofile%\Application Data\Microsoft\MMC. 

You can also export your topology layout to a file to backup your topology 

settings. 

To restore the settings and database for Management Console 

1. Restore the SQL database. 

2. Install the <strong>Spotlight</strong> on Messaging. 

3. At the SQL Server dialog box during installation, click Yes to use the 

existing database. 

22


4. Add the <strong>Spotlight</strong> on Messaging .msc file back to 


If you have exported your topology layout, re-import it. 

Backing Up and Restoring the Connection, 

Configuration, and Template Information for the 

Diagnostic Console 

To backup the connection, configuration, and template information for 

the Diagnostic Console 

• Save each connection as a template file. 

To restore the connection, configuration, and template information for 

the Diagnostic Console 

1. Install the <strong>Spotlight</strong> on Messaging. 

2. Create a connection using the backed up template files. 

For more information on template files, see <strong>Spotlight</strong> Templates and 

Connection Profiles in the <strong>Spotlight</strong> Basics online help. 

Moving <strong>Spotlight</strong> on Messaging to a 

Another Server 

To move <strong>Spotlight</strong> on Messaging to another server 

1. Follow the steps for “Backing Up and Restoring the Settings and 

Database for the Management Console” on page 22. 

2. Copy the MMC settings to the new server. 

All the Management Console settings are stored in the .msc file. If you 

are using the default shortcut, that file is cached to 


3. Follow the steps for “Backing Up and Restoring the Connection, 

Configuration, and Template Information for the Diagnostic Console” 


23

2 

Technical Information for 

<strong>Spotlight</strong> on Messaging for 

Exchange 

• Management Console Technical Information 

• Diagnostic Console Technical Information 

• Web Reports Technical Information


Management Console Technical 

Information 

You can use <strong>Quest</strong> <strong>Spotlight</strong> on Messaging to monitor the health and 

performance of individual servers or your entire Exchange organization. This, in 

turn, tells you the health of your whole organization. Health tests detect 

problems by collecting and analyzing data or simulating user interaction with the 

Exchange servers at regular intervals. 

Discovery 

When you connect to an Exchange organization, the Management Console will 

discover and display your entire Exchange organization. Discovery is initially 

configured to run automatically once a day to detect changes to your 


Permissions Required 

EXCHANGE ORGANIZATION 

VERSION 

All 

PERMISSIONS REQUIRED FOR DIAGNOSTIC 

SERVICES ACCOUNT 

• Member of View-Only Exchange 

Administrators group in order to have: 

- Read access to Active Directory to 

enumerate Exchange objects (organization 

/ administrative groups / routing groups / 

servers) in the configuration partition, and 

computer, site, and domain objects in the 

domain partitions. 

• Member of Local Administrators group on 

each Exchange server in order to: 

- Retrieve site and domain information for 

servers. 

SQL Server 

The following permissions are required to install the SQL Server database on 

<strong>Spotlight</strong> on Messaging: 

26

Technical Information for <strong>Spotlight</strong> on Messaging for Exchange 

• If you are installing the database on the same computer as the other 

<strong>Spotlight</strong> on Messaging components: 

USER/ACCOUNT 

Installer user 

Service Account 

PERMISSIONS 

dbcreator on local SQL Server 

db_owner database role on local SQL server 

Note: You can achieve it by granting dbcreator 

server level database role on SQL server. If this is 

not desirable, we recommend installing the 

database manually using scripts (see see 

“Manually Installing the Management Console 

Database” on page 21.), then granting DbOwner 

role to Services account for <strong>Spotlight</strong> 

Management Framework database only (This 

grants the database level role, not server role). 

• If you are installing the database remotely and you are the SQL 

Administrator on the remote SQL server: 

USER/ACCOUNT 



PERMISSIONS 

dbcreator server level database role on remote 

SQL server. 

dbcreator role 

Note: The Services account must have this role 

before you install the database. You can change 

this role later to db_owner after the installation is 

complete. 

Note: You can install the database manually on 

remote SQL using database scripts. After the 

database is installed, grant db_owner role to 

Services account. 

27


• If you are installing the database remotely and you are NOT the SQL 


USER/ACCOUNT 


PERMISSIONS 

db_owner 

Note: You must provide the SQL database scripts 

to your SQL Administrator to install the database. 

Then you can install <strong>Spotlight</strong> on Messaging 

pointing to the remote SQL database. 

After the database is installed, the following permissions are required to run the 

SQL Server database on <strong>Spotlight</strong> on Messaging: 

USER/ACCOUNT 

Management Console user 


PERMISSIONS 

db_owner for <strong>Spotlight</strong> Management Framework 

only 



Cluster Support 

<strong>Spotlight</strong> on Messaging supports running health tests on servers in a clustered 

environment. <strong>Spotlight</strong> on Messaging monitors virtual nodes only; it does not 

detect failover. The following table lists the Exchange servers and the type of 

clusters supported. 

EXCHANGE SERVER 


Exchange 2007 

Exchange 2010 



• Local Continuous Replication (LCR) 

• Cluster Continuous Replication (CCR) 


• Database Availability Group (DAG) 

Health Tests 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging contains the following health tests that each 

monitor one aspect of your Exchange servers: 

28


• Server Health Test 

• Internal Message Delivery Health Test 

• External Message Delivery Health Test 

• Queue Health Test 

• Storage Health Test 

• Internal Outlook Web Access (OWA) Availability Health Test 

• External Outlook Web Access (OWA) Availability Health Test 

• Replication Health Test 

By default, we recommend running these tests every 30 minutes, 

except for the Server Health Test. We recommend configuring two 

server health tests - one without monitoring event logs with an 

interval of 30 minutes and the second for monitoring event logs that 

run only once a day. For more information on test settings, see the 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging User Guide. 

Server Health Test 

The Exchange Storage Health Test allows you to monitor the basic health of all 

your Exchange servers. This test allows you to monitor the following types of 

information: 

• Network availability (like ping time) 

• Operating system disk space usage 

• Any Performance Counter 

• Any Windows service 

• Any Event Log entry 

Test Targets 

EXCHANGE SERVER VERSION 

All 

SERVER TYPE 

All servers 

29


Required Configuration 


All 

CONFIGURATION REQUIRED 

Enable WMI on each Exchange server 

Note: WMI is required to support retrieving 

accurate disk space information when using mount 

points. If you do not use mount points, you can 

disable the requirement for WMI by clicking the 

Data Collection options link in the Server Health 

test wizard. 

Required Permissions 


All 

PERMISSIONS REQUIRED FOR TEST 

CREDENTIALS 


each Exchange server in order to have: 

- Read access to operating system drive to 

retrieve disk space 

- Read access to Windows system directory to 

access Event Logs 

- Read access to Service Control Manager 

- Read access to Registry to access 

Performance Counters and Event Logs 

Internal Message Delivery Health Test 

The Exchange Internal Message Delivery Health Test allows you to monitor the 

ability to deliver email within your organization. This test will send a test 

message from each target server in the test to every other target server. For 

example, if you select your whole organization as the test target and your 

organization has 5 mailbox servers in it, this test will send 20 test messages (5 

source servers x 4 destination servers) at each monitoring interval. 

30


Figure 1: A test message is sent from each server to every other server. 

For large organizations, select a subset of the servers for this test to 

reduce the amount of traffic generated by this test. For example, 

select one server per geographical region. The monitoring frequency 

can be also be decreased. 

You must manually create test mailboxes and match the name to the mailbox 

mask specified in the test configuration. For more information, see “Creating 

Test Mailboxes” on page 46. 

31


On Exchange 2000/2003/2007 servers, when the test runs, it looks for a test 

mailbox on each server. The test mailbox can be on any store on that server. If 

there are multiple test mailbox boxes on each server, the test uses the first one 

it finds. By default, the test mailbox creation scripts create one test mailbox per 

store. 

While this test is executing, storage groups and stores are 

enumerating in alphabetical order. If this test takes a long time to 

complete, we recommend creating a test mailbox in the first storage 

group in the first store in alphabetical order on every server to speed 

up the query. 

For example, you have a server called AMER-MBX-01 with the following stores: 

• First-Mailbox-Store (in storage group First-Storage-Group) 

• Second-Mailbox-Store (in storage group First-Storage-Group) 

• Third-Mailbox-Store (in storage group Second-Storage-Group) 

If the mailbox mask specified in the test is the default mask 

(SOM___, then the test 

looks for the following mailboxes for AMER-MBX-01 until it finds one that is 

accessible: 

• SOM_AMER-MBX-01_First-Storage-Group_First-Mailbox-Store 

• SOM_AMER-MBX-01_First-Storage-Group_Second-Mailbox-Store 

• SOM_AMER-MBX-01_Second-Storage-Group_Third-Mailbox-Store 

On Exchange 2010 servers, when the test runs, it looks for a test mailbox on 

each server. The test mailbox is on a mailbox database on that server. If there 

are multiple test mailbox boxes on each server, the test uses the first one it 

finds. By default, the test mailbox creation scripts create one test mailbox per 

mailbox database. 

For example, you have a server called AMER-MBX-01 containing Database1 and 

Database2. 

If the mailbox mask specified in the test is the default mask 

(SOM__, then the test looks for the following 

mailboxes for AMER-MBX-01 until it finds one that is accessible: 

• SOM_AMER-MBX-01_Database1 

32


• SOM_AMER-MBX-01_Database2 

token is optional. 

All test messages sent will automatically be deleted from the internal test 

mailboxes. But any other mail, like NDR messages, will not be automatically 

deleted. You may need to manually clean out your test mailboxes periodically. 

Test Targets 




TARGET TYPE 

Mailbox role 

Back-end servers 

Prerequisite Software 


All 

SOFTWARE REQUIRED ON SPOTLIGHT ON 

MESSAGING COMPUTER 

• Exchange System Manager (ESM) Service 

Pack 1 or later 

– OR – 

MAPI CDO 1.2.1 


• Windows XP 32 bit 

• Windows 2003 32 bit 

• Windows Vista 32 bit and 64 bit 

Exchange 2010 

PowerShell 2.0 or later 

33




All 


• Create test mailboxes on each server that 

match the mailbox mask specified in the test 

configuration. For more information, see 

“Creating Test Mailboxes” on page 46. 

• To track test messages, enable Tracking Logs 

on each Exchange server through which the 

test message passes. 



All 




CREDENTIALS 


Administrators group in order have: 

- Read access to Active Directory to 

enumerate storage groups, stores, and test 

mailboxes 

• To track test messages, member of Local 

Administrators group on each Exchange 

server that the message passes through in 

order to have: 

- Read access to tracking logs 

• Full access permissions to each test mailbox 

in order to have: 

- Access to mailbox inbox to send and receive 

test messages 

• Send As and Receive As permissions to each 

test mailbox in order to have: 


test messages 

34


External Message Delivery Health Test 

The Exchange External Message Delivery Health Test allows you to monitor the 

ability to send and receive email from sources outside your Exchange 

organization. 

In order to monitor round-trip messages, the external mailbox must be 

configured to automatically bounce the message back to the original mailbox, 

then enable the Round-Trip Delivery counter in the test. 

All test messages sent are automatically deleted from the internal test 

mailbox. But any other mail, like NDR messages, is not automatically deleted. 

You may need to periodically clean out your test mailboxes. 

Test Targets 


All 

TARGET TYPE 

Exchange organization 


EXCHANGE MAILBOX 

VERSION 

All 



• ESM Service Pack 1 or later 

– OR – 

MAPI CDO 1.2.1 





35




VERSION 

All 


• Create a source test mailbox. For more 

information, see “Creating Test Mailboxes” on 

page 46. 

• Create an external test mailbox. For more 

information, see “Test Mailboxes for the 

External Message Delivery Health Test” on 

page 52. 

• For Organization Exit counters, enable 

Tracking Logs on each Exchange server 

through which the test message passes. 



All 




CREDENTIALS 



- Access to Active Directory to enumerate 

search for the source mailbox 

• To track test messages, add test credentials 

to Local Administrators group on each 

Exchange server through which the message 

passes. 


in order to have: 


test messages 

• Send As and Receiver As permissions to each 

test mailbox in order to have: 


test messages 

Queue Health Test 

The Exchange Queue Health Test allows you to monitor the health of your 

Exchange message queues. This test allows you to ensure the following: 

36


• Messages are not backing up (that is, messages are being delivered in 

a timely manner) 

• Large number of queues are not being created (for example in virus 

outbreaks) 

Test Targets 




TARGET TYPE 

Hub role 

All servers 

Prerequisite Software: 


Exchange 2010 

Exchange 2007 





Exchange Management Console (EMC) Service 

Pack 1 Rollup 1 or later 

ESM Service Pack 1 or later 










N/A 

Enable DCOM in order for: 

• Microsoft Queue Viewer to communicate with 

the Exchange server 

37



EXCHANGE VERSION 




CREDENTIALS 

• Member of Local Administrators group in 

order for: 

- PowerShell cmdlets to access Exchange 

server 



- PowerShell cmdlets to access Exchange 

server 

• Member of Local Administrators group in 

order for: 

- Microsoft Queue Viewer to access Exchange 

server 



- Microsoft Queue Viewer to access Exchange 

server 

Storage Health Test 

The Exchange Storage Health Test allows you to monitor the overall health of 

your Exchange storage subsystems. This test allows you to ensure the following: 

• All of your stores or databases are mounted or healthy 

• There is sufficient disk space on your Exchange system drive 

• There is sufficient disk space for your transaction logs 

• There is sufficient disk space for your mailbox database and public 

folder 

Stores in recovery storage groups have the following special behavior: 

• For Exchange 2010 servers, all the recovery database copies are not 

monitored. 

• For Exchange 2007 servers, the store status counter is reported, but the 

error or warning condition is ignored. For example, if the counter is 

configured to alarm when the store is offline, no alarm or notification is 

generated, and the result for the counter is reported as "Informational". 

• For Exchange 2000/2003 servers, there is no store status. The result for 

the counter is reported as "N/A", and the severity is reported as 

"Informational". 

38


Test Targets 




TARGET TYPE 

Mailbox role 

Back-end servers 



Exchange 2010 

Exchange 2007 





EMC Service Pack 1 Rollup 1 or later 

ESM Service Pack 1 or later 





Without ESM, the store status counter cannot be 

monitored. 



All 


Enable WMI 



points. If you do not use mount points, you can 

disable the requirement for WMI by clicking the 

Data Collection options link in the Storage Health 

test wizard. 

39




All 


CREDENTIALS 

• Member of Local Administrators group in order 

to have: 

-Read access to drives to retrieve disk space 



-Access to store status 

Internal Outlook Web Access (OWA) Availability 

Health Test 

The Exchange Internal Outlook Web Access Availability Health test verifies a user 

can log on to a mailbox through Outlook Web Access (OWA) from inside your 


This test uses internal server URL names only. It does not test external 

availability or OWA using your public URL. 

The Exchange Internal Outlook Web Access Availability Health test monitors all 

sites configured within a CAS server. You cannot monitor one site at a time. 

This test allows you to ensure the following: 

• Mailbox is accessible 

• Mailbox logon latency is within expected threshold 


For Exchange 2010 Client Access (CAS) role servers, we attempt to log on to 

Exchange 2010 mailbox in the same site, if one exists. 

For Exchange 2007 Client Access (CAS) role servers, we attempt to log on to: 

• Exchange 2007 mailbox if there are Exchange 2007 mailbox role 

servers in the same site. If logon fails or no mailbox role servers are 

found, we log on to any Exchange 2007 mailbox server in the 


40


• Exchange 2000/2003 mailbox if there are Exchange 2000/2003 

servers and the mailbox name is specified. 

The Internal OWA Availability Health Test for Exchange 2010 requires at least 

one Exchange 2007 mailbox server within your organization. 

The Internal OWA Availability Health Test for Exchange 2010 requires at least 

one Exchange 2010 mailbox server in the same site. 

The Internal OWA Availability Health Test for Exchange 2007/2010 does not use 

specified alternate credentials. Before running this test, use the Exchange 

PowerShell script (provided by Microsoft) to create test mailboxes. This test 

automatically manages mailbox credentials while it logs onto the mailboxes. For 

more information, see “Test Mailboxes for the Internal OWA Availability Health 

Test” on page 53. 

For Exchange 2007/2010, you must specify a logon method and timeout to 

signify the maximum amount to time to wait between logon attempts. 


For Exchange 2000/2003 servers, we attempt to log on to Exchange 2000/2003 

back-end servers. 

For Exchange 2000/2003 servers, we attempt to log on to Exchange 2000/2003 

mailboxes if the mailbox is specified. 

For Exchange 2000/2003, you must specify a mailbox logon name and a logon 

method. You can select all logon methods by selecting the All checkbox, or select 

one or several logon methods. The test attempts to logon to the mailbox using 

the logon methods in the order listed until an attempt is successful. 

Ensure the credentials used to execute the test has "ReceiveAs" access to the 

test mailbox. 

This test uses the following different authentication methods in the following 

order until the test succeeds: 

• Basic authentication 

• Windows integrated authentication 

• Embedded credentials 

• Form-based authentication 

41


If you do not specify alternate credentials, the test uses Basic and Windows 

integrated authentications only. For the test to use embedded and form-based 

authentications, you must specify alternate credentials. 

Test Targets 




TARGET TYPE 

Client Access role 

All servers 



Exchange 2010 

Exchange 2007 







Internet Explorer 7.0 or later 






Create at least one test mailbox. For more 

information, see “Test Mailboxes for the Internal 

OWA Availability Health Test” on page 53. 

• Create a test mailbox. For more information, 

see “Creating Test Mailboxes” on page 46. 

• To test form-based or embedded 

authentication, specify alternate credentials 

for the test because a password needs to be 

passed to OWA. 

42




All 


CREDENTIALS 

• Receive As permission to test mailbox in order 

to: 

- Log on to the mailbox 

External Outlook Web Access (OWA) Availability 

Health Test 

The External OWA Availability Health Test monitors the availability of OWA 

functionality in your organization through an external URL. This test verifies that 

the users associated with the alternate credentials can logon to their mailboxes 

through an external OWA URL. 

This test is only applicable to organizations with at least one Exchange 2007 or 

Exchange 2010 server. The test is not available for Exchange 2000/2003 

organizations. 

This test uses an external or internal URL. If an external URL is specified, 

ensure that the DNS server can resolve this URL. 

This test uses mailboxes associated with alternate credentials. You must 

explicitly choose the alternate credentials on the Test Settings page when you 

create this test. You will not be able to configure test if you have selected the 

Use Diagnostic Services Credentials option. 

For an Exchange 2010 mailbox, a PowerShell 2.0 cmdlet is run on each Exchange 

2010 CAS server in the organization until the mailbox logon attempt is 

successful. 

For an Exchange 2007 mailbox, logons to the mailbox are attempted using a 

local Exchange 2007 Management Shell cmdlet. 

This test allows you to ensure the following: 

• Mailbox is accessible 

43


• Mailbox logon latency is within expected threshold. 

If you want to test External OWA functionality using both types of mailboxes, 

you need to configure two tests - one using credentials of the user who has 

2007 mailbox, and the second using credentials of the user with 2010 

mailbox. 

Test Targets 


All 

TARGET TYPE 

Exchange organization 



VERSION 

Exchange 2010 

Exchange 2007 




Exchange 2007 Management Console (EMC) 

Service Pack 1 Rollup 1 or later 



VERSION 

Exchange 2010 

Exchange 2007 


Account specified in the alternative credentials for 

the test must have mailbox on the Exchange 2010 

server. 

Account specified in the alternative credentials for 

the test must have mailbox on the Exchange 2007 

server. 

44






CREDENTIALS 

• Diagnostic services account must have: 

-Sufficient rights to execute Exchange 

cmdlets using PowerShell 2.0 on the 

Exchange 2010 CAS server in the Exchange 

organization (Exchange 2010 mailboxes 

only). 

-Sufficient rights to execute Exchange 2007 

Management Shell Service Pack 1.0 cmdlets 

on the server where <strong>Spotlight</strong> on Messaging 

is installed. 

• Account specified in alternate credentials 

must have an Exchange 2007 or Exchange 

2010 mailbox. 

• Account specified in alternate credentials 

must have sufficient rights to browse the 

Active Directory Organizational Unit in which 

the user account is located. 

Replication Health Test 

Note: Exchange 2003 mailboxes are not 

supported by this test. 

The Exchange Replication Health Test allows you to monitor the overall health 

of your transaction log replication on your Exchange 2007 and Exchange 2010 

mailbox servers. 

Test Targets 



TARGET TYPE 

Mailbox role 



Exchange 2010 




45



Exchange 2007 







All 


CREDENTIALS 

• Member of View-only Exchange 

Administrators group in order to: 

- Access Active Directory to enumerate 

storage groups and replication 

configurations 

- Run PowerShell cmdlets to retrieve 

replication status 

Creating Test Mailboxes 

Dedicated test mailboxes are required to run the following tests: 

• Internal Message Delivery Health - requires at least one mailbox per 

server 

• External Message Delivery Health - requires one mailbox 

• Internal OWA Availability Health 

• Exchange 2000/2003 - requires one mailbox 

• Exchange 2007 - requires at least one mailbox 

• Exchange 2010 - requires at least one mailbox per site 

• External OWA Availability Health - requires test account with mailbox. 

Some tests require specific test mailboxes to be created. Others simply require 

existing mailboxes to be identified. 

We recommend that test mailboxes created for these tests only be 

used for <strong>Spotlight</strong> on Messaging. 

46


Test Mailboxes for the Internal Message Delivery 

Health Test 

This test involves the exchange of messages between each pair of servers in 

your network. You need to create at least one test mailbox on each server that 

is included in the test. By creating one mailbox per storage group/store 

(Exchange 2000/2003/2007), or per database (Exchange 2010), you can ensure 

that the complete test runs even if there is a problem with one of the stores or 

databases. 

Creating Exchange 2000/2003 Test Mailboxes 

<strong>Spotlight</strong> on Messaging ships with a vbscript called 

CreateExchange2003TestMailboxes.vbs to simplify creating test mailboxes for 

Exchange 2000/2003 servers. This script creates one test mailbox per store per 

server. 

You require PowerShell 2.0 or later to run this script. 

Mailboxes must be named according to the server, storage group, and store 

where they are located. 

The script has the following syntax: 

CreateExchange2003TestMailboxes.vbs 

-OrganizationalUnit ] 

[-MailboxNameMask ] 

[-AuthorizedUser ] 

[-Server ] 

[-NoPrompt] 

47


PARAMETER 

Organizational Unit 

DESCRIPTION 

Indicates the location in the Active Directory 

where the created user is associated with a 

mailbox. 

Note: If this parameter is not specified, you are 

prompted to enter the name of an Organizational 

Unit. 

Mailbox Name Mask 

Indicates the pattern of mailbox names that the 

script generates. 

Note: This parameter is optional. If it is not 

specified, the default mask is 

SOM___. 

Authorized User 

Indicates the user account that will be granted 

access to the created mailboxes. This must be the 

account specified for the Diagnostic Services 

component during install unless alternate 

credentials are specified for the test. 


prompted to enter the user account name. 

Server 

Indicates the specific server where the test 

mailbox is created. 

Note: This parameter is optional. If no server is 

specified, mailboxes will be created on all 

Exchange servers. 

To run this script, the account must have the following permissions: 

• Exchange Recipient Administrator role. 

• Account Operator role for the applicable Active Directory containers. 

Creating Exchange 2007 Test Mailboxes 

<strong>Spotlight</strong> on Messaging ships with a PowerShell cmdlet called 

new-Exchange2007TestMailboxes to simplify creating test mailboxes for 

Exchange 2007 servers. This cmdlet creates one test mailbox per store per 

server. 

Mailboxes must be named according to the server, storage group, and store 

where they are located. 

48


The cmdlet must be run inside the Exchange 2007 Management Shell from a 

computer in the same forest as the Exchange servers. The cmdlet has the 

following syntax: 

new-Exchange2007TestMailboxes.ps1 




[-NoPrompt] 

PARAMETER 


DESCRIPTION 



mailbox. 



Unit. 



script generates. 



SOM___. 









No Prompt 

Allows you to suppress confirmation to create each 

test mailbox. 


specified, confirmation is required before creating 

each test mailbox. 




49


The list of Exchange servers must be piped into the cmdlet. 

For example, to create one test mailbox for every mailbox server in the 

Exchange organization, use: 

Get-mailboxserver|new-Exchange2007TestMailboxes.ps1 

-OrganizationalUnit 

"CN=Users,DC=mscs,DC=qc,DC=kan,DC=ca,DC=qsft" 

-AuthorizedUser Administrator 

Or, to create one test mailbox on every mailbox database on the server 

AMER-MBX-01: 

Get-mailboxserver amer-mbx-01|new-Exchange2007TestMailboxes.ps1 


"OU=TestAccounts,DC=mscs,DC=qc,DC=kan,DC=ca,DC=qsft" 

-AuthorizedUser myAccount -MailboxNameMask 

TestMailbox... 


<strong>Spotlight</strong> on Messaging ships with a PowerShell script called 

new-Exchange2010TestMailboxes to simplify creating test mailboxes for 

Exchange 2010 servers. This script creates one test mailbox per database per 

server, or one test mailbox per server depending on the mask setting. 

Mailboxes must be named according to the server and database where they are 

located. 

The script must be run inside the Exchange 2010 Management Shell from a 

computer in the same forest as the Exchange servers. The script has the 

following syntax: 

new-Exchange2010TestMailboxes.ps1 




[-NoPrompt] 

50


PARAMETER 


DESCRIPTION 



mailbox. 



Unit. 



script generates. This must match the setting in 

the Internal Message Delivery Health test. 



SOM__. 

Note: is optional. 









No Prompt 

Allows you to suppress confirmation to create each 

test mailbox. 


specified, confirmation is required before creating 

each test mailbox. 




The list of Exchange servers must be piped into the script. 

51


For example, to create one test mailbox for every mailbox server in the 

Exchange organization, use: 

Get-mailboxserver|new-Exchange2010TestMailboxes.ps1 

[-OrganizationalUnit 


-MailboxNameMask TestMailbox. 

-AuthorizedUser myAccount 

Or, to create one test mailbox on every mailbox database on the server 

AMER-MBX-01: 

Get-mailboxserver amer-mbx-01|new-Exchange2010TestMailboxes.ps1 



-MailboxNameMask TestMailbox.. 

-AuthorizedUser myAccount 

Test Mailboxes for the External Message Delivery 

Health Test 

The Exchange External Message Delivery Health Test allows you to monitor the 

ability to send a message to an external target, and to measure delivery and 

round trip time. 

For this test, you must enter the names of: 

• The source mailbox to send a message to an SMTP address and 

receive replies from that address. 

• The destination email address where test messages is sent. 

The destination mailbox can be in another Exchange organization, or it can be in 

any of the free web-based email services. 

In order to test round-trip delivery, the destination mailbox must be configured 

to automatically forward the message back to the originating mailbox, thus 

enabling the Round-Trip Delivery counter in the test. In order for test to 

recognize the returning message, the original subject line must be inserted in 

the subject or body of the returning message. 

52


Test Mailboxes for the Internal OWA Availability 

Health Test 

You need to create one or more test mailboxes on a Mailbox server to perform 

this test. 

We recommend that you set the accounts created for test 

mailboxes to have "password never expires". This will avoid logon 

failures due to a mailbox password expiring. 

Exchange 2000/2003 Test Mailboxes 

To test Outlook web access (OWA) logon to an Exchange 2003 mailbox, you 

must specify an Exchange 2003 mailbox in the test wizard. Otherwise, testing 

OWA logon to an Exchange 2003 mailbox is skipped. 


<strong>Spotlight</strong> on Messaging uses a PowerShell script provided by Microsoft to 

simplify creating test mailboxes for Exchange 2007 servers. 

To create test mailboxes for the Internal OWA Availability test 

1. Login to one of your Exchange 2007 Mailbox servers as a Domain 

Administrator. 

2. Open the Exchange Management PowerShell Console. 

3. Change the directory to the Exchange Server Scripts folder (for 

example, C:\Program Files\Microsoft\Exchange Server\Scripts) 

4. Execute the following command: 

get-mailboxServer|.\new-TestCasConnectivityUser.ps1 

5. When prompted for the Organizational Unit (OU), enter the 

Distinguished Name (DN). 

The OU is specified as a DN because multiple OUs of the same name may 

exist in your organization. For example: 

OU=Users,DC=mscs,DC=qc,DC=kan,DC=ca,DC=qsft 

53



<strong>Spotlight</strong> on Messaging uses a PowerShell script provided by Microsoft to simplify 

creating test mailboxes for Exchange 2010 servers. 

Ensure all database copies of the mailbox database are in the same 

site as your CAS server. The PowerShell cmdlet used in the test 

requires a test mailbox for each site. This guarantees you always 

have a test mailbox in the site, even when databases fail 

over/switch over among member servers of the Database 

Availability Group (DAG). 

To create test mailboxes for the Internal OWA Availability test 

1. Login to one of your Exchange 2010 Mailbox servers as a Domain 

Administrator. 

2. Open the Exchange Management PowerShell Console. 

3. Change the directory to the Exchange Server Scripts folder (for 

example, C:\Program Files\Microsoft\Exchange Server\Scripts) 

4. Execute the following command: 

get-mailboxServer|.\new-TestCasConnectivityUser.ps1 

To specify the OU in which the test mailboxes are created, include the "-ou" 

parameter in the above command. This avoids a potential error message 

returned by the script if the "Users" OU exists anywhere in your Active 

Directory. For example, enter: 

get-mailboxServer|.\new-TestCasConnectivityUser.ps1 -ou 

"OU=Users,DC=mscs,DC=qc,DC=kan,DC=ca,DC=qsft" 

Test Mailboxes for the External OWA Availability 

Health Test 

This test verifies that users associated with the alternate credentials can logon 

to their mailboxes through an external OWA URL. 

The account associated with alternate credentials must have a mailbox on 

Exchange 2007 or 2010. An Exchange 2003 mailbox is not supported. 

Since this test uses mailboxes associated with alternate credentials, you must 

explicitly choose the alternate credentials on the Test Settings page when you 

create this test. 

54


Edge Role Server Support for Exchange 

2007 / 2010 

By default, any Edge role servers that are not in the same forest as your 

Exchange organization, cannot be fully discovered or monitored by health tests. 

The credentials under which discovery and the health tests run do not have 

permissions to access the Edge server. 

Microsoft does provide a workaround to allow access to servers outside of the 

forest. If you create a local user on the Edge server, with the same name and 

password as the credentials under which discovery or the health tests run, 

<strong>Spotlight</strong> on Messaging can access the server. 

If you use the Microsoft workaround, you can run only the Server Health 

test. 

Historical Reporting Database Usage 

Estimates 

The following table lists the approximate amount of space required for each test 

each monitoring interval when running Web Reports and when storing test 

history: 

55



HEALTH TEST 

TOTAL SPACE REQUIRED 

PER SERVER PER 

MONITORING INTERVAL 

(WEB REPORTS) 




(TEST HISTORY) 

Server Health 1.2 KB 242 KB 

Internal 

Message 

Delivery Health 

External 

Message 


0.1 KB (per target server) 36 KB 

0.1 KB 37 KB 

Storage Health 

0.3 KB (per store and per 

storage group) 

52 KB 

Queue Health 0.2 KB (per queue) 41 KB (per queue) 

Internal OWA 

Health 

External OWA 

Health 

Replication 

Health 

0.1 KB 37 KB 

0.1 KB 37 KB 

0.3 KB (per storage group) 35 KB 


HEALTH TEST 




(WEB REPORTS) 





Server Health 

(Exchange 

2003) 

Server Health 

(Exchange 

2000) 

Internal 

Message 


1.9 KB 217 KB 

0.8 KB 217 KB 

0.1 KB (per target server) 187 KB 

56


HEALTH TEST 




(WEB REPORTS) 





External 

Message 


0.1 KB 38 KB 

Storage Health) 

0.3 KB (per store and per 

storage group) 

347 KB 

Queue Health 0.2 KB (per queue) 167 KB (per queue) 

Internal OWA 

Health 

Replication 

Health 

0.1 KB 38 KB 

0.3 KB (per storage group) 35 KB 

For example, to run Exchange 2007 Server Health on one server, the maximum 

space required (with default parameters) would be: 

• Raw data: 1.2 KB x 1 day x 48 bi-hourly values= 58 KB 

• Hourly data: 1.2 KB x 7 days x 24 hourly values = 202 KB 

• Daily data: 1.2 KB x 30 days x 1 daily value = 36 KB 

For example, you have a medium-sized environment with the following 

characteristics: 

• Monitoring 50 Exchange 2003 servers 

• Each Exchange server has an average of 5 stores 

• Each Exchange server has an average of 10 queues 

• Running one of each test using the default counters 

• Using default monitoring of 30 minutes for all tests 

• Using default data retention of 7 days for hourly aggregation data 

• Using default data retention of 30 days for daily aggregation data 

• Running Internal Message Delivery Health fully meshed with all servers 

57


The approximate space required for historical data would be: 

HEALTH TEST 

Server Health 

Internal Message Delivery Health 

External Message Delivery Health 

Storage Health 

Queue Health 

Internal OWA Health 

External OWA Health 

Replication Health 

Total 


9.3 MB 

15.3 MB 

0.6 MB 

6.2 MB 

9.3 MB 

0.6 MB 

0.6 MB 

2.3 MB 

41 MB 

Diagnostic Console Technical 


The Exchange Diagnostic Console provides you with a real-time representation 

of the messaging system processes and components within Exchange. 

The Diagnostic Console is not intended to be operated continuously for 

long periods of time. It retrieves a large amount of data from a server, 

frequently. This places excessive stress on a server, actually affecting its 

performance. It also consumes critical system resources, which can affect 

the stability of <strong>Spotlight</strong> on Messaging over a long time period. 

You can diagnose and resolve issues using the Exchange Diagnostic Console, 

which features the traditional <strong>Spotlight</strong> user interface. 

We recommend the following: 

• You can allow the Diagnostic Console view a maximum number of 10 

servers at any one time. 

• If you are installing the Diagnostic Console on a computer containing 

other <strong>Spotlight</strong> products and you want to launch the Diagnostic 

Console from the <strong>Spotlight</strong> on Messaging Management Console, then 

the Diagnostic Console and the other <strong>Spotlight</strong> products should be 

58


installed on the C: drive. Else, the Diagnostic Console will fail to launch 

from the Management Console. As a workaround, create a shortcut on 

your desktop to C:\Program Files\<strong>Quest</strong> 

Software\<strong>Spotlight</strong>\Console\<strong>Spotlight</strong>.exe to manually open 

connections. 



Exchange 2010 

Exchange 2007 





Exchange Management Console Service Pack 1 or 

later 

• ESM Service Pack 1 or later 

• Common files for Internet Information 

Services (IIS) 







All 


Enable WMI 

59




VERSION 

Exchange 2010 

Exchange 2007 

PERMISSIONS REQUIRED TO EXCHANGE SERVER 

• Member of Local Administrators group in order to 

have: 

- Read access to operating system drive to retrieve 

disk information 


- Read access to WMI to retrieve disk information 

- Read access to Registry to access Performance 

Counters, DNS settings, and Exchange information 

- Read access to PowerShell cmdlets for queue and 

mailbox database information 

• Member of View-Only Exchange Administrator in 


- Read access to PowerShell cmdlets for queue and 

mailbox database information 


have: 






Counters, DNS settings, and Exchange information 

- Read access to PowerShell cmdlets for queue, 

storage group, store, and mailbox information 



- Read access to PowerShell cmdlets for queue, 

storage group, store, and mailbox information 

60



VERSION 


PERMISSIONS REQUIRED TO EXCHANGE SERVER 


have: 



- Read access to admin shares for drives contain 

stores to retrieve disk information 

- Read access to Windows system directory to access 

Event Logs 




Counters, DNS settings, and Event Logs 

- Read access for Microsoft Queue Viewer 



- Read access to Active Directory for storage group, 

store, and mailbox information 

61


Web Reports Technical Information 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging has a separate web-based reporting component 

called <strong>Quest</strong> <strong>Spotlight</strong> on Messaging Web Reports. 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging Web Reports provides a collection of reports called 

Preconfigured Reports. Preconfigured Reports allow report consumers to view 

data across multiple subsections of your organization. You can change relevant 

report parameters immediately using Quick Filters. <strong>Quest</strong> Web Reports also 

provides a Web Report Wizard, which allows you to create customized reports 

based on any data available in your <strong>Quest</strong> Web Reports database. 

Security Recommendations 

<strong>Spotlight</strong> on Messaging Web Reports supports both Windows Authentication and 

SQL Server Authentication for Exchange. When you select SQL Server 

Authentication, the installer creates a Universal Data Link (UDL) file to store your 

SQL credentials. If you would like to protect your credentials to your <strong>Spotlight</strong> 

on Messaging database, you can do the following depending if you have installed 

Web Reports on the same computer as SQL database, or if you have Web 

Reports installed on a separate computer. 

IF 

Web Reports are installed on the 

same machine as your SQL 

database 

Web Reports are installed on a 

separate computer than your SQL 

database 

THEN 

change your authentication from SQL Server 

Authentication to Windows Authentication. 

protect the UDL file using New Technologies File 

System (NTFS) file permissions to guard against 

connection information being exposed or 

modified. Then, restrict the SQL account to have 

read-only rights to your database. 

Security Settings 

<strong>Quest</strong> Web Reports includes a flexible solution for report security which allows 

you to assign certain permissions to users, and enable different views of the 

reporting tree depending on user needs and security requirements. 

<strong>Quest</strong> Web Reports supports two types of security: 

• Role-based Security which is inherent in Web Reports. 

62


• File-System Based Security which requires NTFS manipulation of your 

network. 

For more information on security settings, see the Web Reports Online Help. 

63

3 



BlackBerry 








performance of individual servers or your entire BlackBerry environment. This, 

in turn, tells you the health of your whole organization. Health tests detect 

problems by collecting and analyzing data or simulating user interaction with the 

BlackBerry server at regular intervals. 

Discovery 

When you connect to an organization, the Management Console will discover and 

display your entire BlackBerry environment. Discovery is initially configured to 

run automatically once a day to detect changes to your environment. 


BLACKBERRY VERSION 



4.1.2 - 5.0.3 • Member of Local Administrators group on BlackBerry 

Configuration Database server in order to: 

- Retrieve server information from configuration 

database. 

• Member of Local Administrators group on each 

BlackBerry Enterprise Server in order to: 

- Retrieve site and domain information for servers. 

SQL Server 





USER/ACCOUNT 


PERMISSIONS 


66

Technical Information for <strong>Spotlight</strong> on Messaging for BlackBerry 

USER/ACCOUNT 


PERMISSIONS 













USER/ACCOUNT 



PERMISSIONS 


SQL server. 





complete. 







USER/ACCOUNT 


PERMISSIONS 

db_owner 





67




USER/ACCOUNT 



PERMISSIONS 





Health Tests 


monitor one part of your BlackBerry server: 


• Message Delivery Health Test 

By default, we recommend running these tests every 30 minutes, 

except for the Server Health Test. We recommend configuring two 

server health tests - one without monitoring event logs with an 

interval of 30 minutes and the second for monitoring event logs that 

run only once a day. For more information on test settings, see the 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging User Guide. 


The BlackBerry Server Health Test allows you to monitor the basic health of all 

your BlackBerry servers. This test allows you to monitor the following types of 

information: 

• Network availability 




68



The BlackBerry Server Health Test monitors BlackBerry 4 Enterprise, 

BlackBerry 4 Configuration, BlackBerry 5 Enterprise, and BlackBerry 5 

Configuration servers. 

All SQL-related performance counters for BlackBerry Configuration Database 

servers target SQL Server Enterprise version of SQL (unnamed instance). The 

test results will show a grey icon for the BlackBerry Configuration Database 

servers installed on the named instance of the SQL server. Error details will 

specify that the object is unavailable - the performance counter is either 

uninstalled or disabled. 

For monitoring BlackBerry Configuration Database servers installed on a 

named instance of SQL server, replace the SQL-related performance counters 

with corresponding performance counters for the named instance. For more 

information, see “Troubleshooting” on page 103. 

Test Targets 

BLACKBERRY SERVER 

VERSION 

SERVER TYPE 

4.1.2 - 5.0.3 BlackBerry servers and BlackBerry Enterprise 

Database servers 



VERSION 


4.1.2 - 5.0.3 Enable WMI on each BlackBerry server 



points. If you do not use mounts, you can disable 

the requirement for WMI by clicking the Data 

Collection options link in the Server Health Test 

wizard. 

69




VERSION 


CREDENTIALS 

4.1.2 - 5.0.3 • Member of Local Administrators group on 

each BlackBerry server to have: 







Performance Counters and Event Logs 

Message Delivery Health Test 

The BlackBerry Message Delivery Health Test allows you to monitor the ability to 

deliver email within your BlackBerry environment. This test will send a test 

message from a source mailbox to one or more target BlackBerry devices or 

BlackBerry simulators. 

You must manually create test mailboxes required for this test. Test mailboxes 

created for <strong>Spotlight</strong> on Messaging health tests can be reused as the source 

mailbox. 

You can use BlackBerry Device Simulator software instead of a real 

BlackBerry device for testing message delivery health. 

Test Targets 


VERSION 

TARGET TYPE 

4.1.2 - 5.0.3 BlackBerry server 

70




VERSION 



4.1.2 - 5.0.3 • Exchange System Manager (ESM) Service 

Pack 1 or later 

– OR – 

• MAPI CDO 1.2.1 

Note: ESM cannot be installed on 64 bit 

computers. 



VERSION 


4.1.2 - 5.0.3 • Create test mailboxes. 

• To track test messages, enable Tracking Logs 

on each Exchange server through which the 

test message passes. 



VERSION 


CREDENTIALS 

4.1.2 - 5.0.3 • Access to registry on BlackBerry Enterprise 

Server and BlackBerry logs directory 

• To track test messages, be a member of Local 

Administrators group on each Exchange 

server that the message passes through to 

have: 

- Read access to tracking logs 


to have: 

- Access to mailbox to send and receive test 

messages 

• Read access for BlackBerry Configuration 

Database (only if you are connected to a 

BlackBerry server using Windows 

Authentication. If you used SQL 

Authentication, read access is not required.) 

71



Estimates 

The following table lists the approximate amount of space required for each test 

each monitoring interval when running Web Reports and when storing test 

history: 

HEALTH TEST 

TOTAL SPACE 

REQUIRED PER SERVER 

PER MONITORING 

INTERVAL (WEB 

REPORTS) 

TOTAL SPACE REQUIRED PER 

SERVER PER MONITORING 

INTERVAL (TEST HISTORY) 

Server Health 0.5 KB • 464 KB (Configuration 

Database Server) 

• 307 KB (BlackBerry 

Enterprise Server) 

Message Delivery 

Health 

0.1 KB (per target 

mailbox) 

72 KB 

For example, to run a BlackBerry Server Health Test on one server, the 

maximum space required (with default parameters) would be: 

• Raw data: 0.5 KB x 1 day x 48 bi-hourly values= 25 KB 

• Hourly data: 0.5 KB x 7 days x 24 hourly values = 89 KB 

• Daily data: 0.5 KB x 30 days x 1 daily value = 16 KB 

For example, you have a medium-sized environment with the following 

characteristics: 

• Monitoring 10 BlackBerry Enterprise servers and 1 BlackBerry 

Configuration Database 

• Running one of each test using the default counters 

• Using default monitoring of 30 minutes for all tests 

• Using default data retention of 7 days for hourly aggregation data 

• Using default data retention of 30 days for daily aggregation data 

• Running Message Delivery Health with 1 test mailbox 

72


The approximate space required for historical data would be: 

HEALTH TEST 

Server Health 

Message Delivery Health 

Total 


1.1 MB 

0.6 MB 

1.7 MB 



The Diagnostic Console does not support BlackBerry Server 5.0.3. 

The BlackBerry Diagnostic Console provides you with a real-time representation 

of the messaging system processes and components within your BlackBerry 

server. 






You can diagnose and resolve issues using the BlackBerry Diagnostic Console 

which features the traditional <strong>Spotlight</strong> user interface. 









73








VERSION 


4.1.2 - 5.0.2 • Enable WMI on BlackBerry Enterprise Server 

• Enable public or private SNMP access on 

BlackBerry Enterprise Server 

Note: For more information on configuring SNMP, 

see 

http://www.blackberry.com/knowledgecenterpubli 

c/livelink.exe/SNMP_Monitoring_for_the_BlackBer 

ry_Enterprise_Server.pdf?func=doc.Fetch&nodeId 

=1290305&docTitle=SNMP+Monitoring+for+the+ 

BlackBerry+Enterprise+Server&vernum=1. 



VERSION 

PERMISSIONS REQUIRED TO BLACKBERRY 

SERVER 

4.1.2 - 5.0.2 • Member of Local Administrators group in 



retrieve disk information 


- Read access to WMI to retrieve disk 

information 


Performance Counters, DNS settings, Event 

Logs, and BlackBerry information 

• Read access to BlackBerry Configuration 

Database 

74





For security recommendations for Web Reports, see “Web Reports Technical 

Information” on page 62. 

75

4 



OCS 








performance of individual servers or your entire OCS 2007 or OCS 2007 R2 

environment. This, in turn, tells you the health of your whole organization. 

Health tests detect problems by collecting and analyzing data or simulating user 

interaction with the OCS server at regular intervals. 

Discovery 

When you connect to an environment, the Management Console will discover 

and display your entire OCS 2007 or OCS 2007 R2 environment. Discovery is 

initially configured to run automatically once a day to detect changes to your 

environment. The required permissions apply to both OCS 2007 and OCS 2007 

R2 servers. 


SCOPE 

Domain 

Database Server (Back-End, 

Archiving, Quality of 

Experience Monitoring 

Server) 

Edge Servers 



• Member of RTCUniversalServerAdmins 

• Ensure database is remotely accessible 

Note: Use Surface Area Configurator to enable 

TCP/IP and named pipe access. 

• Add a user account with the same login 

credentials as the service account. Make the 

account a local administrator on the Edge 

Server. 

In order to monitor a mixed Lync/OCS environment, you need to establish 

two connections to the same environment - one as a Lync connection and 

the other as a OCS connection. 

78

Technical Information for <strong>Spotlight</strong> on Messaging for OCS 

SQL Server 





USER/ACCOUNT 



PERMISSIONS 














USER/ACCOUNT 



PERMISSIONS 


SQL server. 





complete. 





79




USER/ACCOUNT 


PERMISSIONS 

db_owner 







USER/ACCOUNT 



PERMISSIONS 





Health Tests 


monitor one part of your OCS 2007 or OCS 2007 R2 servers: 


We recommend configuring two server health tests - one without 

monitoring event logs with an interval of 30 minutes and the 

second for monitoring event logs that run only once a day. For 

more information on test settings, see the <strong>Quest</strong> <strong>Spotlight</strong> on 

Messaging User Guide. 


The OCS Server Health Test allows you to monitor the basic health of all your 

OCS servers. This test allows you to monitor the following types of information: 

80 



• Any Performance Counter




Test targets and required configurations and permissions also apply to OCS 

2007 R2 servers. 

Test Targets 

OCS SERVER VERSION 

All 

SERVER TYPE 

All servers 

Note: OCS Server Health test does not monitor 

federated partners. 



All 


• Enable WMI on each OCS server 

• Enable remote access to any back-end 

databases 

81




All 

PERMISSIONS REQUIRED FOR TEST CREDENTIALS 

• Member of Local Administrators group on each OCS 

server in order to have: 


disk space 

- Read access to Windows system directory to access 

Event Logs 



Counters and Event Logs 

- Read access to Back-End database tables (rtc and 

rtcdyn) 

- Read access to Back-End stored procedures (rtc and 

rtcconfig) 

• db_datareader rights for any back-end databases 

Note: You can become a member of 

RTCUniversalServerAdmin to update the Back-End 

databases to give the db_datareader user role for the rtc, 

rtcconfig, and rtcdyn tables. 

Note: As an alternative, you can: 

1. Create a new Security Group (<strong>Quest</strong> OCS Diagnostic 

Users). 

2. Map <strong>Quest</strong> OCS Diagnostic Users into the Back-End 

Database and provide a User Mapping to the rtc, rtcconfig, 

and rtcdyn databases with the public and db_datareader 

role. 

3. Add <strong>Quest</strong> OCS Diagnostic Users to the 

RTCUniversalReadOnlyAdmins group. 

4. Add <strong>Quest</strong> OCS Diagnostic Users to the Power Users 

and Performance Monitor Users security group on each 

OCS server through a GPO or some other mechanism. 

82



Estimates 

The following tables list the approximate amount of space required for each 

server for each monitoring interval when running Web Reports and when storing 

test history: 

OCS 2007 

SERVER TYPE 




(WEB REPORTS) 





Standard or Enterprise 

Consolidated 

Front-End 

Enterprise Expanded 


970 KB 256 KB 

700 KB 185 KB 

Database 25 KB 97 KB 

Each dedicated 

Conferencing 

80 KB 120 KB 

Web Components 60 KB 80 KB 

Web Access 235 KB 110 KB 

A/V or Web 

Conferencing Edge 

95 KB 130 KB 

QMS or CWA 90 KB 111 KB 

83


OCS 2007 R2 

SERVER TYPE 




(WEB REPORTS) 





Standard or 

Enterprise 

Consolidated 


Enterprise Expanded 


970 KB 256 KB 

700 KB 185 KB 

Database 25 KB 97 KB 

Each dedicated 


80 KB 120 KB 

Web Components 60 KB 80 KB 

Web Access 235 KB 110 KB 

Group Chat 40 KB 35 KB 

A/V or Web 

Conferencing Edge 

95 KB 130 KB 

QMS or CWA 90 KB 111 KB 

Monitoring Server 52 KB 242 KB 

84


The following tables list the amount of space needed in the database when you 

run the Server Health Test. 

OCS 2007 Server 

ROLE 

PER POLL 

(DEFAULT 2 

POLLS PER 

HOUR) 

PER DAY DAILY 

VALUE (DEFAULT 

30 DAYS) 

PER DAY 

HOURLY VALUE 

(DEFAULT 7 

DAYS) 

Common Counters 438 B 450 B 15.5 KB 

Front-End 1.8 KB 1.9 KB 46.4 KB 

Database 116 B 120 B 2.8 KB 

A/V Conferencing 570 B 589 B 8.4 KB 

IM Conferencing 348 B 360 B 8.4 KB 

Telephony 


319 B 330 B 7.7 KB 

Web Conferencing 377 B 390 B 9.1 KB 

Web Components 290 B 300 B 7 KB 

Access Edge 1.1 KB 1.2 KB 28.1 KB 

A/V Edge 464 B 480 B 11.3 KB 

Web Edge 464 B 480 B 11.3 KB 

Mediation 377 B 390 B 9.1 KB 

Archiving 261 B 270 B 6.3 KB 

QMS 435 B 450 B 10.5 KB 

CWA 435 B 450 B 10.5 KB 

OCS 2007 Server (Front-End) 

COMPONENTS 

PER POLL 

PER DAY DAILY 


30 DAYS) 

PER DAY 

HOURLY VALUE 

(DEFAULT 7 

DAYS) 



85


COMPONENTS 

PER POLL 

PER DAY DAILY 


30 DAYS) 

PER DAY 

HOURLY VALUE 

(DEFAULT 7 

DAYS) 





319 B 330 B 7.7 KB 



TOTALS 4.1 KB 4.3 KB 108.4 KB 

TOTALS IF 

RUNNING 

SERVER HEALTH 

TEST EVERY 30 

MINUTES 

82.5 KB 129.5 KB 758.8 KB* 

You would need 970 KB of database space per front-end server. 

86


OCS 2007 R2 Front-End Server 

ROLE 

PER POLL 

(DEFAULT 2 

POLLS PER 

HOUR) 

PER DAY DAILY 


30 DAYS) 

PER DAY 

HOURLY VALUE 

(DEFAULT 7 

DAYS) 



Database 116 B 120 B 2.8 KB 





319 B 330 B 7.7 KB 



Access Edge 1.1 KB 1.2 KB 28.1 KB 

A/V Edge 464 B 480 B 11.3 KB 

Web Edge 464 B 480 B 11.3 KB 

Mediation 377 B 390 B 9.1 KB 

Archiving 261 B 270 B 6.3 KB 

QMS 435 B 450 B 10.5 KB 

CWA 435 B 450 B 10.5 KB 

Group Chat 320 B 370 B 6 KB 

Monitoring Server 400 B 505 B 8.6 KB 

OCS 2007 R2 Front-End Servers 

COMPONENTS 

PER POLL 

PER DAY DAILY 


30 DAYS) 

PER DAY 

HOURLY VALUE 

(DEFAULT 7 

DAYS) 


Front-End 1.9 KB 2.3 KB 50 KB 

87


COMPONENTS 

PER POLL 

PER DAY DAILY 


30 DAYS) 

PER DAY 

HOURLY VALUE 

(DEFAULT 7 

DAYS) 





319 B 330 B 7.7 KB 



TOTALS 4.24 KB 4.7 KB 106.1 KB 

TOTALS IF 

RUNNING 

SERVER HEALTH 

TEST EVERY 30 

MINUTES 

84.8 KB 141 KB 742.7 KB* 

You would need 970 KB of database space per front-end server. 



The Diagnostic Console provides you with a real-time representation of the 

messaging system processes and components within OCS 2007 or OCS 2007 R2. 






You can diagnose and resolve issues using the Diagnostic Console, which 

features the traditional <strong>Spotlight</strong> user interface. 


88













The Diagnostic Console can perform real-time monitoring on Front-End and 

Conferencing servers only. 



All 





OCS ORGANIZATION 

VERSION 

All 

PERMISSIONS REQUIRED ON OCS SERVERS 


each OCS server 

• Member of RTCUniversalServerAdmins 

The required software and permissions apply to both OCS 2007 and OCS 2007 

R2 servers. 

89





For security recommendations for Web Reports, see “Web Reports Technical 

Information” on page 62. 

90

5 



Lync 

• Management Console Technical Information





performance of individual servers or your entire Microsoft Lync Server 2010 

environment. This, in turn, tells you the health of your whole organization. 

Health tests detect problems by collecting and analyzing data or simulating user 

interaction with Lync servers at regular intervals. 

Discovery 

When you connect to a Lync environment, the Management Console will discover 

and display pools and servers in your Lync environment. Discovery is initially 

configured to run automatically once a day to detect changes to your 



two connections to the same environment - one as a Lync connection and the 

other as a OCS connection. 


SCOPE 

Domain 



• Member of CSHelpDesk, CSServerAdministrator, 

or CSViewOnlyAdministrator security group 


two connections to the same environment - one as a Lync connection and 

the other as a OCS connection. 

92

Technical Information for <strong>Spotlight</strong> on Messaging for Lync 

SQL Server 





USER/ACCOUNT 



PERMISSIONS 









role to Services account for <strong>Spotlight</strong> Management 

Framework database only (This grants the 

database level role, not server role). 



USER/ACCOUNT 



PERMISSIONS 


SQL server. 





complete. 





93




USER/ACCOUNT 


PERMISSIONS 

db_owner 







USER/ACCOUNT 



PERMISSIONS 





Health Tests 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging contains the following tests that monitor your Lync 

servers and pools: 


• Instant Messaging Health Test 

• Instant Messaging Conference Health Test 

• Peer to Peer Audio/Video Call Health Test 

• Audio/Video Conferencing Health Test 

• Presence Status Health Test 

• Log On Registration Health Test 

• Address Book Service Health Test 


This test allows you to monitor the basic health of all your Lync servers. This test 

allows you to monitor the following types of information: 

94







We recommend configuring two server health tests - one without 

monitoring event logs with an interval of 30 minutes and the 

second for monitoring event logs that run only once a day. For 

more information on test settings, see the <strong>Quest</strong> <strong>Spotlight</strong> on 

Messaging User Guide. 

Test Targets 

LYNC SERVER VERSION 

All 

SERVER TYPE 

• All Lync servers 



All 


• Enable WMI on each Lync server 

• Enable remote access to any database 



All 


CREDENTIALS 

• Member of Local Administrators group on each 

Lync server in order to have: 







Counters and Event Logs 

95


Instant Messaging Health Test 

This test allows you to monitor the operation of instant messaging between two 

test users in a Lync pool. The following functions are tested: 

• Sign on to the Lync Server 

• Instant messaging session initiation and acceptance 

• Message exchange 

• Session termination 

• Log out 

Test Targets 

LYNC POOL VERSION 

All 

LYNC POOL OBJECT TYPE 

• LyncPool-UserServer 



All 


• Enable Remote Power Shell on each Lync server 



All 


• Member of Local Administrators group 

• Member of CsHelpDesk, CSAdministrator or 

CSServerAdministrator security group 

Instant Messaging Conference Health Test 

This test allows you to monitor the operation of instant messaging conferencing 

between two test users in a Lync pool. The following functions are tested: 


• Conference initiation 

• Conference invitation and joining 

• Message exchange through the conference 

96


• Conference disconnect and termination 

• Log out 

Test Targets 


All 


• LyncPool-ConferencingServer 



All 





All 





Peer to Peer Audio/Video Call Health Test 

This test allows you to monitor the operation of peer-to-peer audio/video 

conversation between two test users in a Lync pool. The following functions are 

tested: 


• Invitation and acceptance to conduct an audio/video call 

• Connection test 

• Call termination 

• Log out 

Test Targets 


All 



97




All 





All 





Audio/Video Conferencing Health Test 

This test allows you to monitor the operation of audio/video conferencing 

between two test users in a Lync pool. The following functions are tested: 


• Invitation and acceptance to conduct an audio/video call 

• Conference creation and joining 

• Exchange of data 

• Conference termination 

• Log out 

Test Targets 


All 


• LyncPool-ConferencingServer 



All 



98




All 





Presence Status Health Test 

This test allows you to monitor the exchange of presence information between 

two test users in a Lync pool. The following functions are tested: 


• Request for presence information 

• Publishing of presence information 

• Receipt of presence information 

• Log out 

Test Targets 


All 





All 





All 





99


Log On Registration Health Test 

This test allows you to monitor the operation of log on registration to a Lync pool. 

The successful registration of a test user is followed immediately by a 

disconnection, with no impact on any real users. 

Test Targets 


All 


• LyncPool-Registrar 



All 





All 





Address Book Service Health Test 

This test allows you to monitor the ability to connect to an Address Book 

Download Web Service from a Lync pool. If the Address Book Download Web 

service is able to supply the requested location of the Address Book files, the test 

is considered successful. 

Test Targets 


All 


• LyncPool-WebServer 

100




All 





All 





Configuring Test Users 

Test users are required to run the following health tests: 

• Instant Messaging Health Test 

• Instant Messaging Conference Health Test 

• Peer to Peer Audio/Video Call Health Test 

• Audio/Video Conferencing Health Test 

• Presence Status Health Test 

• Log On Registration Health Test 

• Address Book Service Health Test 

<strong>Spotlight</strong> on Messaging uses a PowerShell cmdlet provided by Microsoft to 

configure test users for Lync 2010 pools. 

To configure test users for Lync Health Tests 

1. Login to one of your Lync servers as a member of group 

RTCUniversalServerAdmins. 

2. Open the Lync Server Management Shell. 

3. Execute following command for each of the registrar pools you want 

to run <strong>Spotlight</strong> on Messaging tests against: 

New-CsHealthMonitoringConfiguration -Identity 

poolName.mycomany.com -FirstTestUserSipUri 

"sip:user1@mycompany.com" -SecondTestUserSipUri 

"sip:user2@mycompany.com" 

101




The <strong>Quest</strong> <strong>Spotlight</strong> on Messaging Diagnostic Console does not support the Lync 



No Web Reports are provided specifically for the Lync environment. 

102

6 

Troubleshooting 

• Installation Prerequisite Issues 

• Database Installation Issues 

• Other Database Issues 

• Other Installation Issues 

• Management Console Issues 

• Health Test Issues 

• Diagnostic Console Issues 

• Web Reports Issues


Installation Prerequisite Issues 

1. What can I do if I am missing certain prerequisites? 

Mandatory prerequisites must be installed before <strong>Spotlight</strong> on 

Messaging can be installed. Either exit from the installer and install 

the prerequisites, or deselect the component for which the 

prerequisite is required. 

Optional prerequisites are only necessary for certain functionality to 

work. An error message will be displayed whenever you encounter 

functionality that is disabled because a prerequisite is not installed. 

2. Why do my prerequisites check for .NET 3.5 fail even though I 

have .NET 3.5 installed? 

Ensure that you have .NET 3.5 or later installed. You can download 

Service Pack 1 from Microsoft, or you can use Windows Update to 

ensure your computer is up-to-date. 

3. Why does my prerequisite check for EMC fail even though I 

have EMC installed? 

Ensure that you have Exchange Server 2007 Service Pack 1 Rollup 1 

or later installed. You can download the latest service pack from 

Microsoft. 

4. Why do my prerequisites check fail for MAPI CDO 1.2.1 even 

though I have MAPI CDO 1.2.1 installed? 

Microsoft periodically updates MAPI CDO 1.2.1, but does not change 

the version number. Ensure you download the latest version from 

Microsoft. 

5. Why does the installer report that required prerequisites are 

not met for Web Reports, when all required components are 

installed in my machine? 

This can happen if you install the product by running the 

<strong>Spotlight</strong>OnMessaging.msi file directly on Vista, Windows 2008, or 

Windows 7 Operating System. 

To resolve this issue, install <strong>Spotlight</strong> on Messaging using 

autorun.exe. 

6. I don’t have all the prerequisites installed right now. Is there 

a way to install <strong>Spotlight</strong> on Messaging now and install the 

prerequisites later? 

You can choose to bypass the prerequisite check by running the 

installer with the IGNOREPREREQUISITES=1 command line 

argument. 

104

Database Installation Issues 


1. I am trying to use SQL Server 2005 Express or 2008 Express, 

but I get an error message that it cannot connect to the 

database. Why? 

If you are using SQL Server 2005 Express or 2008 Express, you must 

enter the database instance name along with the server name. For 

example DATABASE_SERVER_NAME\SQLEXPRESS. 

2. I am trying to use SQL Server 2005 Express or 2008 Express 

which is installed on a remote machine, but I get an error 

message that it cannot connect to the database. Why? 

By default, remote connections are disabled for SQL 2005 Express or 

2008 Express. To enable remote connection, use the SQL Server 

Configuration Manager to enable TCP/IP for the database instance. 

3. How do I specify a port number for an SQL Server? 

If you need to specify the port number for the SQL Server 

configuration, use the following syntax: 

/, 

Other Database Issues 

1. I need to move my database. What do I do? 

a) Stop the Diagnostic Services. 

b) Move the database to the new location. 

c) From the Registry Editor, go to HKEY_LOCAL_MACHINE | 

SOFTWARE | <strong>Quest</strong> Software | <strong>Spotlight</strong> Management 

Framework | Diagnostic Services. 

d) Double-click DatabaseConnectionString. 

e) In the Edit String dialog box, enter the new location of your 

database in the Data Source field. 

f) Click OK. 

g) Locate and open the Web Reports.udl file. 

The file is located where you have Web Reports installed. Once 

open, the Data Link Properties dialog box opens. 

h) Select or enter the new location of your database, and click OK. 

i) Restart the Diagnostic Services. 

105


Other Installation Issues 

1. Does <strong>Spotlight</strong> on Messaging support adding or removing 

components after initial installation? 

<strong>Spotlight</strong> on Messaging does not support repairing, adding, or 

removing components after the initial installation. You can uninstall 

and reinstall <strong>Spotlight</strong> on Messaging to perform these tasks. 

When you reinstall, the installer will ask you if you want to keep your 

existing database, or to overwrite it. If you choose to keep your 

existing database, all of your Global Settings and Health Test 

configuration will be retained. Console customizations, like Topology 

Layout, will also be retained because they are cached by MMC in 

%USERPROFILE%\Application Data\Microsoft\MMC directory. 

2. How can I launch the 32 bit version of Microsoft Management 

Console (MMC) on a 64 bit operating system? 

On a 64 bit operating system, there are two version of MMC, a 32 bit 

and a 64 bit. The 32 bit version can run 32 bit snap-ins only and the 

64 bit version can run 64 bit snap-ins only. <strong>Spotlight</strong> on Messaging 

ships only with a 32 bit snap-in of MMC. On a 64 bit operating system, 

when you launch MMC, it launches the 64 bit version, which is why the 

snap-in does not appear in the Add/Remove Snap-in dialog box. If you 

want to launch <strong>Spotlight</strong> on Messaging on a 64 bit operating system, 

run MMC.exe /32. 

3. Why does the installer restart after I have upgraded from a 

previous version of <strong>Spotlight</strong> on Messaging on Windows Vista 

and 2008 computers? 

After upgrading from a previous version of <strong>Spotlight</strong> on Messaging to 

<strong>Spotlight</strong> on Messaging version 7.6 on Windows Vista and Windows 

2008, the installer will reboot. Once rebooting is complete, the 

installer may restart when you first try to access the <strong>Spotlight</strong> on 

Messaging Management Console. This is caused by a known issue in 

Windows installer when performing a major upgrade involving 

installing assemblies in side-by-side folders (\Windows\WinSxS). As a 

result, the Visual C++ Runtime Libraries version 9 are removed from 

the computer during reboot. The installer that is launched when you 

first access <strong>Spotlight</strong> on Messaging will put the missing files back in 

place. For more information, see 


4. After upgrading from <strong>Spotlight</strong> on Messaging versions prior to 

7.3 to version 7.6, what can I do when the content of the 

dynamic custom groups targeting BlackBerry servers is not 

updated with new servers when new BlackBerry connection is 

added? 

106


When this occurs, open the custom group and save it. No changes to 

the custom group are required, and this can be done only once. 

5. After upgrading to <strong>Spotlight</strong> on Messaging 7.6 in a mixed 

Lync/OCS environment, all of the Lync servers appear greyed 

out in the OCS view. Why? 

In release 7.6, Lync and OCS environments are viewed separately. All 

of the Lync servers that appear greyed out in the OCS view should 

now appear when you connect to a Lync environment. When you have 

verified this, delete the Lync objects from the OCS environment. 

Management Console Issues 

1. Why do I get an error when I try to connect to my Diagnostic 

Test Engine which is installed on a separate computer? 

The Console and the Diagnostic Test Engine communicate over port 

9615. You may need to open this port in your firewall. 

2. Why do my health tests or my Diagnostic Services stop 

running when I change my password? 

If you change the password for the account assigned to the Diagnostic 

Services, you need to update the password for the <strong>Spotlight</strong> 

Diagnostic Test Engine and <strong>Spotlight</strong> Distributed Collector services in 

the Windows Service Control Manager. If you change the password for 

the alternate credentials assigned to a test, you need to update the 

password in the Alternate Credentials page under the Global Settings 

node. 

3. What do I do if my OCS Edge servers are load balanced? 

If the OCS Edge servers are behind a load balancer, automatic 

discovery cannot occur because the individual Edge servers are not 

registered with OCS. To register your Edge servers: 

a) Find the location of the Diagnostic Services host computer. 

b) Go to Start | Programs | <strong>Quest</strong> Software | <strong>Spotlight</strong> on 

Messaging | Tools | Ocs Edge Server Configuration. 

c) If applicable, enter a fully qualified domain name (FQDN) for the 

internal load balancer that is registered as an edge server in OCS. 

For example, enter InternalAccessEdge.mycompany.corp. 

d) Enter the appropriate FQDN for the external load balancer. For 

example, enter ExternalAccessEdge.mycompany.com. 

e) Enter the FQDN for the Edge server behind the load balancers. For 

example, enter AccessEdge1.mycompany.corp. 

107


f) Click Add Server. 

g) If necessary, repeat steps ((d)) and ((e)) to add more Edge 

servers. 

h) When completed, click Add/Update Group. 

i) If necessary, repeat steps ((a)) through ((h)) to add more Edge 

server groups, for example, A/V Edge servers.Click Save, then 

Close. 

108 

4. Why are connector links between OCS environments shown in 

the Topology not visible? 

Ensure the service account has access to WMI. 

5. Why is OCS Discovery reporting that my servers cannot be 

pinged, when I know they are online? 

If systems are running AMD Dual-Core processors, the internal timers 

for each core may become out-of-sync. This can cause negative ping 

times to be reported. There is a fix from AMD that can be downloaded 

and installed from 

http://www.amd.com/us-en/Processors/TechnicalResources/0,,30_1 

82_871_13118,00.html. The required download is the AMD Dual-Core 

Optimizer Version 1.1.4. 

6. Why are OCS Federated Partners not showing? 

You may not have access to Access Edge Servers. Ensure the service 

account can log into Access Edge Servers. 

7. Why are the OCS servers that communicate with the standard 

edition front-end servers not visible?


By default, the back-end database does not allow remote 

connections. You must enable external access. 

8. Why are the OCS Archiving or Quality of Experience (QoE) 

properties not showing? 

If the OCS Archiving or QoE database is collocated on a server, it may 

not allow remote connections. Ensure external access is enabled. 

9. When I right-click an OCS environment and select Properties, 

I receive an error saying that I do not have rights to connect 

to the target computer or that the target computer is 

unavailable. Why? 

Properties for the servers are collected directly from the Management 

Console host. The user account used to run the Management Console 

must have the appropriate rights to collect data from the target 

computer. The target computer must also be reachable from the 

Management Console host. 

10. Why can I not connect to a BlackBerry database that is 

installed on a named SQL instance? 

If you are using a BlackBerry database that is installed on a named 

SQL instance, you must specify the instance name, such as 

MyServer/MySQLInstance, in the BlackBerry Configuration Database 

Server field. If the SQL instance hosting the BlackBerry database is 

configured to use a non-default port, you can specify the port number 

in the Configuration Database Server field separated by comma, such 

as: MyServer/MySqlInstance,1345 where 1345 is the port number. 

You do not need to specify a port number if your alias is configured for the 

SQL named instance hosting BlackBerry database on the SQL server, or the 

SQL Server Browser service is installed and running on a SQL server. 

109


Health Test Issues 

1. Why do some tests, like the Exchange Internal Message 

Delivery and Exchange External Message Delivery, not work 

on Windows 2008 or Windows Vista computers? 

User Account Controls (UAC) must be turned off on the computer 

where Diagnostic Services component runs in order for MAPI-based 

tests to work. 

2. Why do my Exchange Internal Message Delivery tests report 

results as Not Complete, or they complete with a timeout 

failure message. My environment contains Exchange 2010 

(SP1 or later) servers (where Throttling Security Policy is 

turned on by default) or I have turned on Throttling Security 

Policy in an Exchange 2010 server. 

The default throttling policy limits the number of concurrent 

connections a user can have to an Exchange 2010 server. The number 

of MAPI calls performed during a Mapi-based Delivery test may 

exceed this limit, causing the Exchange Client Access Server to start 

rejecting calls. 

To resolve this problem, create a new throttling policy that has no 

limit specified for simultaneous MAPI calls to Exchange servers. 

Assign this policy to the user account used for test execution. This 

account is either the Distributed Collector service account (if default 

credentials are specified for the test) or a user account associated 

with alternative credentials specified for the test. 

To create a new throttling policy and assign it to a user account, logon 

to the Exchange 2010 Server, open the Exchange Management Shell, 

and type the following commands: 

a) New-ThrottlingPolicy SOMPolicy 

b) Set-ThrottlingPolicy SOMPolicy -RCAMaxConcurrency $null 

-RCAPercentTimeInAD $null -RCAPercentTimeInCAS $null 

-RCAPercentTimeInMailboxRPC $null 

c) Set-Mailbox -ThrottlingPolicy SOMPolicy 

3. Some health tests were failing because Exchange 

Management Console (EMC) 2007 Service Pack 1 and Update 

Rollup 1 was not installed. I have installed it now, but my test 

still does not work. Why? 

Make sure you reboot the <strong>Spotlight</strong> on Messaging computer or restart 

the <strong>Spotlight</strong> Diagnostic Test Engine and <strong>Spotlight</strong> Distributed 

Collector services after installing EMC updates. 

110


4. Why does my Exchange OWA Availability test fail? 

Ensure that the test mailbox is accessible from the <strong>Spotlight</strong> on 

Messaging computer outside of <strong>Spotlight</strong> on Messaging. For Exchange 

2003 mailboxes, try to access the mailbox through Internet Explorer: 

http:///Exchange/ 

For Exchange 2007, try running the following PowerShell cmdlet from 

the Exchange Management Shell: 

Test-OwaConnectivity -clientAccessServer "" 

One common problem is that Internet proxy settings interfere with 

DNS resolution. 

5. Why does the Exchange Outlook Web Access (OWA) 

Availability Health test fail on an Exchange 2003 server? 

On Exchange 2003, an OWA mailbox logon request to one Exchange 

server can be forwarded to the Exchange server where the mailbox is 

located. If the IIS authentication configuration on the requested 

Exchange server is different with the IIS configuration on the mailbox 

server, the OWA Availability Health test may fail. To workaround, split 

the test and set up different OWA Availability Health tests for each 

authentication method. 

6. Why does the Exchange OWA Availability Health test fail on 

the first attempt on an Exchange 2007 server? 

For Exchange 2007 servers, the OWA Availability Health Test fails to 

connect on the first attempt. You will see the following error message: 

"Failed to retrieve Outlook Web Access connectivity data from 

Exchange PowerShell. Mailbox logon statistics are not available." This 

is caused by a bug in the PowerShell cmdlet. The test does connect 

on the second attempt. 

7. Does OWA Availability Health test work on 32 bit versions of 

Windows XP on an Exchange 2007 server? 

For Exchange 2007 servers, the Outlook Web Access Availability 

Health Test fails on 32 bit versions of Windows XP. This is caused by 

a bug in the PowerShell cmdlet. 

8. Why does the Exchange Internal OWA test fail due to failed 

mailbox logon attempts? The test was executing normally 

until recently. 

The password expiry period may have expired for a test mailbox used 

in this test. The user account assigned to the test may not have 

sufficient permissions to change the password of the test mailbox 

user account. 

111


Short term solutions (which last until the mailbox password expires 

again): 

• Run the OWA test using the domain admin account OR 

• Recreate the test mailboxes. 

Long term solution: 

• Change the setting of accounts created for the OWA test to "password 

never expires". 

9. I am trying to monitor an Exchange 2007 organization from 

<strong>Spotlight</strong> on Messaging which is installed on a computer in a 

different forest. Why does only some functionality work? 

Microsoft does not support accessing Exchange servers through 

PowerShell from different forests yet. See the Heath Tests section for 

more information about which functionality requires PowerShell. 

10. When I attempt to create OWA Test Mailboxes for Exchange 

2010, why do I get the following error message? 

CreateTestUser: Mailbox could not be created. Verify that OU ’Users’ 

exists and that password meets complexity required. 

The script "new-testcasconnectivityuser.ps1" that ships with 

Exchange 2010 tries to create the user accounts in the built-in ’Users’ 

container. (The variable is defined in the script as 

"$OrganizationalUnit = "Users".) 

If there is another organizational unit named ’Users’ anywhere in the 

Active Directory structure (e.g. domain.com\branchoffices\users), 

this error is generated because the Name "Users" would no longer be 

unique. 

To specify the organizational unit in which to create the test users, 

include the ’-ou’ parameter when running the script. For example: 

get-mailboxserver | .\new-TestCasConnectivityUser.ps1 -ou 

"cn=users,dc=domain,dc=com" 

11. Why do my Exchange Message Delivery Health tests give an 

error that the test mailbox cannot be found, even after I have 

run the mailbox creation scripts? 

Active Directory replication may need to occur before all mailbox 

information propagates to the global catalog to which <strong>Spotlight</strong> on 

Messaging is connected. 

12. Why do my Exchange Message Delivery Health tests give an 

error that the test mailbox is not accessible, even after I have 

run the mailbox creation scripts? 

Ensure that the credentials under which the test is running are the 

same as the ones specified in the mailbox creation script. 

112


Also, sometimes Windows caches credentials lookups, which can 

cause access to be denied after permissions are changed. Try 

restarting the <strong>Spotlight</strong> Diagnostic Test Engine and Distributed 

Collector services. 

13. Why do I occasionally get duplicate notifications? 

If you have configured a secondary SMTP server and the primary 

server fails to send some notifications, all notifications are resent via 

the secondary server. Occasionally, the primary SMTP server will 

retry to send the original notification later. If this occurs, you will 

receive notifications from both servers. 

14. How do I allow event IDs to be excluded? 

a) Create or edit a health test. 

b) Select a server and double-click . 

c) Select an event log type and enter a source name. 

d) Enter the event IDs you would like to monitor, leaving out the 

event IDs you want to exclude. For example, if you want to 

exclude event ID 100, you would enter 0-99,101-90000. 

15. I am connected to a second Exchange organization, but 

discovery failed. Why? 

Your service credentials may not have sufficient rights to discover the 

second Exchange organization. You can: 

a) Stop your services. 

b) Set the services log on account to another account which would 

have permissions to access that organization. 

c) Restart your services, then connect to the organization using the 

new account. 

d) After discovery is successful, right-click the Exchange root note 

and select Properties. 

e) Clear Schedule Discovery to run automatically. 

f) Set the services log on account to your original account, then 

restart your services. 

g) Reconnect to both Exchange organizations. 

16. Why does the BlackBerry Server Health Test show incomplete 

when run against a BlackBerry Configuration database 

server? 

All SQL-related performance counters for BlackBerry configuration 

database servers target SQL Server Enterprise version of SQL 

(unnamed instance). 

113


The test results will show a grey icon for the BlackBerry configuration 

database servers installed on the named instance of the SQL server. 

Error details will specify that the object is unavailable - the 

performance counter is either uninstalled or disabled. 

For monitoring BlackBerry configuration database servers installed on 

a named instance of SQL server, change the SQL-related performance 

counters with corresponding performance counters for the named 

instance. For example, change the counter SQLServer:Access 

Methods\Full Scans/sec to MSSQL$MySQLInstance:Access 

Methods\Full Scans/sec, where MySQLInstance is the name of SQL 

instance. 

If your BlackBerry database name is not the default (BESMgmt), change the 

instance name of the perfmon counter SQLServer:Databases/Percent Log 

Used(BesMgmt). 

17. When running the BlackBerry Server Health Test against 

BlackBerry servers installed on 64 bit operating systems, why 

are BlackBerry Server performance counters reported as not 

available? 

If you are using a BlackBerry Enterprise Server version earlier than 

5.0.3, RIM does not support a 64 bit performance provider. 

If you are using BlackBerry Enterprise Server version 5.0.3 or later, 

RIM supports performance counters through a WMI-based provider. 

Currently, <strong>Spotlight</strong> on Messaging supports registry-based 

performance providers only. 

18. Why do the Message Delivery Health Test and Queue Health 

Test occasionally fail? 

Exchange Server MAPI Client and Collaborative Data Objects (MAPI 

CDO) 1.2.1 may become unstable, causing the Exchange Internal 

Message Delivery, Exchange External Message Delivery, and 

BlackBerry Message Delivery Health tests to fail occasionally. The 

tests will appear to timeout. If any of these tests fail, it will execute 

normally on the next attempt. 

Microsoft Advanced Queue API may become unstable, causing the 

Exchange Queue Health test to fail occasionally on Exchange 2003 

servers. This test will appear to timeout. If the test fails, it will execute 

normally on the next attempt. 

In some circumstances, the test can finish normally, instead of timing 

out. However, applications errors maybe reported in the Event log for 

<strong>Spotlight</strong>DiagnosticTest.exe application. 

There could be as many as one error for each target in the test. 

114


19. Why do I receive the following error against Exchange 2007 

or 2010 mailbox servers: 

 

This is due to excessive log messages that occur when detailed 

logging is turned on in an Exchange Server (usually Exchange 2010, 

Mailbox role). 

To eliminate this problem, you need to identify and exclude 

informational events that occur often during a monitoring interval. 

Perform the following steps within <strong>Spotlight</strong> on Messaging. 

a) Open the Event Viewer on the Exchange server that reports the 

error and locate high frequency informational events that can be 

filtered out of SOM monitoring. 

b) Open the test configuration: Right-click on the server icon and 

select Detect/Exchange Server Health. Select Exchange 2010 or 

Exchange 2007. 

c) In the list, under Event Log, locate the item 

"Application\MSExchange*" (Exchange 2010) or 

"Application\MSExchangeIS*" (Exchange 2007). Record the field 

values, such as Thresholds and Overrides, for this item. 

d) Right-click on this item and select Delete. 

e) To replace the item you just deleted, select the item "", located just under the Event Log heading. 

f) Leave Event Log = Application; Enter "MSExchange*" or 

"MSExchangeIS*" in the Source field. Enter the range of Event 

IDs, excluding those you identified in step a). For example, to 

exclude event 1029, enter "0-1028, 1030-999999". Then click OK. 

g) Update any field values, such as Thresholds and Overrides, as 

necessary to align with the values you recorded in step c). Then 

click Finish. 

115


20. Why do my Exchange Server Health tests exclude results for 

some perfmon or service counters? I am running Exchange 

2010 SP1 without SP2. 

In the current release of <strong>Quest</strong> <strong>Spotlight</strong> on Messaging, counters in 

the Exchange Server Health test for Exchange 2010 have been 

updated to align with Exchange 2010 SP2. Some counter names are 

no longer supported. If you do not plan to upgrade to Exchange 2010 

SP2 in the near future, please see the following tables, which show 

the names of the counters in Exchange 2010 SP1 that are no longer 

supported in SP2. You can add these counters back into your tests. 

21. Why do my Exchange Server Health tests report incomplete 

results for some perfmon or service counters? I recently 

applied SP2 to Exchange 2010 SP1. 

Exchange Server Health tests created prior to upgrading to Exchange 

2010 SP2 contain counters that are no longer supported in SP2. You 

can delete existing tests and create new ones. However, you will lose 

all customizations of these tests. The alternative is to modify the 

existing Exchange Server Health tests. Delete counters that are no 

longer supported are shown in the following tables. 

PERFMON COUNTER NAME - 

EXCHANGE 2010 SP1 

MSExchangeAvailability\Queue OCS User 

Event Notifications 

Process\%Processor Time (SpeechService) 

PERFMON COUNTER NAME - 

EXCHANGE 2010 SP2 

not supported 

not supported 

SERVICE COUNTER NAME - EXCHANGE 

2010 SP1 

Service: Microsoft Exchange Speech 

Engine service (MSSpeechService) 

SERVICE COUNTER NAME - EXCHANGE 

2010 SP2 

not supported 

22. Why does my External Message Delivery Health Test fail in an 

Exchange organization with DAG? 

If the source mailbox you specify is hosted by an Exchange server that 

is part of a DAG, then the External Message Delivery Health Test will 

fail. Specify a source mailbox that is not hosted by the Exchange 

server in DAG. 

23. Why are my test results very slow to load when I am 

switching between servers? 

116


This can happen if you have test results history data retention set to 

a number higher than 7 days in the Global Settings. Decrease the data 

retention settings number. 

24. My Internal Message Delivery Health Test returns an 

incomplete result for Exchange Servers hosting only recovery 

databases? 

When setting up an Internal Delivery Health test against a whole 

organization, exclude Exchange Servers hosting only recovery 

databases from the test targets. 

25. Why do some tests, like the Exchange Internal Message 

Delivery test, Exchange External Message Delivery test, and 

Blackberry Message Delivery, not work in my Exchange 

2007/2010 environment with no public folder configured? 

In your Exchange 2007/2010 environment, if you do not have a public 

folder configured, all MAPI-based tests may fail to complete. 

The following may be displayed in the test results: 

Summary: 

Failed to execute the MAPI request on the requested Exchange server. 

Test results are not available. 

Details: 

The following error occurred while trying to logon to a mailbox on 

server : Failed to open the default message store. 

Make sure the account used for the test execution has rights to access 

the source mailbox on the Exchange server. 

As a workaround, apply a registry key to the computer where your 

<strong>Spotlight</strong> on Messaging Diagnostic Service is located: 

To apply a registry key 

a) Open registry editor and create a registry key 

HKEY_LOCAL_MACHINE\SOFTWARE\<strong>Quest</strong> Software\<strong>Spotlight</strong> on 

Messaging\MapiSettings (on 32 bit computer) or 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\<strong>Quest</strong> 

Software\<strong>Spotlight</strong> on Messaging\MapiSettings (on 64 bit 

computer) 

b) Add a new DWORD value named IgnoreNoPublicFoldersError 

under the created key. You do not have to provide a value. 

117


Diagnostic Console Issues 

1. Why do some of my data sources stop working after my 

Exchange cluster failed? 

Some of the data sources may not reconnect properly on the new 

active node. Close and reopen the Diagnostic Console to force the 

data sources to reconnect properly. 

We do support Windows clusters as a separate plug-in. 

2. Why does Last AB Update show "Data Not Available"? 

If the target server is a standard edition server, the Address Book 

Share UNC path will not be accessible externally, and the console will 

not be able to retrieve the file list to determine when the address book 

files were last updated. 

3. What does it mean when my certificate reads 

RemoteCertificateChainErrors? 

If your certificate reads RemoteCertificateChainErrors, the computer 

on which the console is running does not trust the Certificate 

Authority that was used for this server. 

4. Why is the database information not available for my OCS 

connection? 

The console attempts to gather data directly from the Back-End 

database. The user account used to run the Diagnostic Console must 

have rights on the Database server to gather perfmon information. 

5. Why are Connected Endpoints failing to retrieve data? 

The Connected Endpoints feature requires the ability to run SQL 

queries against the Back-End database. You must be a member of 

RTCUniversalServerAdmins to have the necessary rights. 

6. When I go into the Archiving or Database drilldown, some 

tables read "No Data". Why? 

This happens when information has to be gathered from a computer 

beyond the initial target computer. If the Console cannot connect to 

the additional computer, an error message will not be displayed. 

Instead the tables will display a "No Data" message. This can occur if 

you have no rights, cannot resolve the Netbios name, or the 

Databases being queried do not allow external connections for the 

Back-End database, Archiving server, or Archiving Database server. 

7. Why are certificates not validating in the OCS and OCS R2 

Diagnostic Console? 

118


Certificates may not validate if you have proxy authentication 

configured, but you have not yet entered your credentials for the 

proxy. To do so, go to Internet Explorer and enter your proxy 

credentials. For more information on proxy authentication, go to 

Microsoft's web site. 

8. Why does the Diagnostic Console fail to launch sometimes? 

The installer does not respect non-default configuration directories for 

the Diagnostic Console. You must uninstall and re-install the 

Diagnostic Console in order to resolve the issue. 

9. On the Exchange 2007 Diagnostic Console, if you re-order the 

columns or hide the columns in the Storage Group drilldown, 

an error message appears. How do I resolve the error? 

Right-click the column header and select Restore Default Settings. 

10. Can I run the Diagnostic Console on BlackBerry Server 5.0.3? 

No, the Diagnostic Console is not supported on BlackBerry Server 

5.0.3. 

Web Reports Issues 

1. I am using Microsoft Windows 7. Why do Web Reports not 

display? 

In Microsoft Windows 7, you need to enable Default Document and 

Static Content in IIS. 

To enable Default Document and Static Content 

a) Select Start | Control Panel | Programs and Features | Turn 

Windows features on or off. 

b) Double-click Internet Information Services | World Wide 

Web Services | Common HTTP Features. 

c) Select the Common HTTP Features check box. 

Default Document and Static Content should be automatically 

selected. If not, select their check boxes. 

2. Why does the Storage Group Disk Utilization Web Report not 

display data when using Exchange 2010 servers? 

Exchange 2010 servers use DAGs instead of Storage Groups. Only 

Exchange 2000/2003/2007 servers will show data for this Web 

Report. 

3. Why do the Web Reports not display information properly? 

119


Your Web Reports may not display information properly for the 

following reasons: 

• Your .NET is not configured properly 

• You have more than one version of .NET installed 

• Active Service Pages are not enabled 

• Installing IIS After Service Pack Can Break ASP 

• Running Reports on Windows Server 2003 (64 bit) 

Your .NET is not configured properly 

In some Microsoft environments, you may encounter a configuration 

issue with Microsoft .NET which will result in Web Reports not working 

properly. The error indicates that Microsoft .NET Framework version 

2.0 must be installed on the IIS server that hosts Web Reports, and 

that Microsoft ASP.NET must be enabled on the virtual directory that 

contains the Web Reports. However, if you are sure that the Microsoft 

.NET Framework version 2.0 and ASP.NET are installed, you may need 

to repair the IIS mappings for ASP.NET. 

If you encounter this issue, the following procedure explains how to 

properly configure Microsoft ASP.NET. To fix configuration mappings 

for ASP.NET. 

a) Run the Aspnet_regiis.exe utility: 

• Click Start, then click Run. 

• In the Open text box, type cmd, then click OK. 

• At the command prompt, type the following: 

"%windir%\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe" 

-i 

• Click OK. 

b) Register the Aspnet_ispi.dll: 


• In the Open text box, type the following: 

regsvr32 

"%windir%\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll" 

Regsvr32 returns the results of the registration. 

• Click OK. 

c) Restart the IIS Service: 


• In the Open text box, type iisreset. 

120


• Click OK. 

If repairing the IIS Mappings for ASP.NET fails, follow the procedure to repair 

the IIS mappings and you still see the error, the cause might be that the 

Network Service is not granted the correct permission to write to the IIS 

metabase. 

To grant permissions to the Network Service to write to the IIS metabase 

1.Click Start and select Run. 

2. In the Open text box, type cmd and click OK. 

3. Navigate to the .NET Framework directory. 

(%windir%\Microsoft.NET\Framework\v2.0.50727\) 

4. Type the following command: 

aspnet_regiis.exe -ga "nt authority\network service" 

The "-ga" option grants the specified user or group access to the IIS 

metabase and other directories that are used by ASP.NET. 

You have more than one version of .NET 

installed 

If you have more than one version of Microsoft .NET Framework 

installed on your local computer, Internet Information Server (IIS) 

automatically uses the most recent .NET version. Currently, <strong>Spotlight</strong> 

on Messaging only supports Microsoft .NET 2.0, so you may need to 

change the version used by IIS. 

To change the Microsoft .NET Framework version used by IIS 

a) Click Start | Control Panel and select Administrative Tools. 

b) Select the Internet Information Services (IIS) Manager. 

c) Expand the Local computer | Web Sites | Default Web Site. 

d) Right-click on the <strong>Spotlight</strong> on Messaging web application and click 

Properties. 

e) Select the ASP.NET tab, and select .NET 2.0.50727 from the 

ASP.NET Version box. 

f) Click OK. 

Active Service Pages are not enabled 

If you have problems accessing Reports, you can check the following 

settings that affect ASP Active Server Page (ASP) configuration. 

121


To check if Active Server Pages are enabled (Windows Server 2003) 

a) Open the IIS Manager snap-in and select Web Service 

Extensions. 

b) Verify that the Active Server Pages setting is set to Allowed. 

c) Restart the IIS service. 

d) Check if you can access the <strong>Quest</strong> <strong>Spotlight</strong> on Messaging Reports. 

For Windows Server 2008, IIS 7.0 is required. Also the Web Server 

(IIS) role must be installed and certain role services must be 

enabled. 

Installing IIS After Service Pack Can Break 

ASP 

If you install Internet Information Services (IIS) after a Windows 

Server 2003 Service Pack has been installed, IIS may fail to serve 

Active Service Pages (ASP). For example, you might see one of the 

following error messages: 

• Service Unavailable 

• HTTP error 401.2 

• Page cannot be displayed 

This problem is caused by there being a mix of IIS files installed, both 

Windows Server 2003 release files and Windows Server 2003 Service 

Pack files (either SP1 or SP2). 

To identify the problem, check the version number properties for the 

Asp.dll file. If the version is 6.0.3790.0, the file is the release version 

but should be the service pack version. 

The solution for this issue is to reinstall the Windows Server 2003 

Service Pack. 

Similar issues can arise with Windows 2000 Server and Windows XP. In both 

cases, the solution is to reinstall the service pack after IIS has been installed. 

122


Running Reports on Windows Server 2003 

(64 bit) 

<strong>Quest</strong> <strong>Spotlight</strong> on Messaging Reports can be installed on 64 bit 

operating systems, but IIS must be reconfigured to allow <strong>Quest</strong> 

<strong>Spotlight</strong> on Messaging Reports to operate correctly. 

On 64 bit operating systems, you must reconfigure IIS to run in 32 bit 

mode. For instructions on how to configure IIS to run either the 32 bit 

version of ASP.NET 2.0, see the Microsoft Knowledgebase Article 

894435 (http://support.microsoft.com/?id=894435). 

This procedure can cause application compatibility issues with other 

web applications installed on the same IIS Web Server so it is 

recommended that <strong>Quest</strong> <strong>Spotlight</strong> on Messaging Reports be run only 

on servers without other web applications. 

Reconfiguring IIS to run in 32 bit mode can cause compatibility 

issues with other web applications that are installed on the same 

server. Particularly, reconfiguring IIS to run in 32 bit mode can cause 

compatibility issues with SQL Server 2005 Web Services. <strong>Quest</strong> ® 

does not recommend installing <strong>Quest</strong> <strong>Spotlight</strong> on Messaging reports 

on 64 bit operating systems. 

123

Third Party Contributions 

<strong>Spotlight</strong> on Messaging 7.6 contains some third party components (listed 

below). Copies of their licenses may be found on our website at 

http://www.quest.com/legal/third-party-licenses.aspx. 

COMPONENT 

LICENSE OR ACKNOWLEDGEMENT 

Blowfish v2 MIT 1.0 

Indy Sockets 9.0.1 Mozilla Public License (MPL) 1.1 

SNMP SharpNet 0.7.9 

Copyright © 2007 Free Software Foundation, Inc. 

GNU Lesser General Public License v3 

ZipMaster 1.78 GNU Lesser General Public License v2.1 

Zlib zlib 1.2.3

About <strong>Quest</strong> Software 

<strong>Quest</strong> Software simplifies and reduces the cost of managing IT for more than 

100,000 customers worldwide. Our innovative solutions make solving the 

toughest IT management problems easier, enabling customers to save time and 

money across physical, virtual and cloud environments. For more information 

about <strong>Quest</strong> go to www.quest.com. 

Contacting <strong>Quest</strong> Software 

Email 

Mail 

Web site 

info@quest.com 

<strong>Quest</strong> Software, Inc. 

World Headquarters 

5 Polaris Way 

Aliso Viejo, CA 92656 

USA 

www.quest.com 

Refer to our Web site for regional and international office information. 

Contacting <strong>Quest</strong> Support 

<strong>Quest</strong> Support is available to customers who have a trial version of a <strong>Quest</strong> 

product or who have purchased a <strong>Quest</strong> product and have a valid maintenance 

contract. <strong>Quest</strong> Support provides unlimited 24x7 access to our support portal. 

Visit our support portal at http://www.quest.com/support. 

From our support portal, you can do the following: 

• Retrieve thousands of solutions from our Knowledge Base 

• Download the latest releases and service packs 

• Create, update and review Support cases 

View the Global Support Guide for a detailed explanation of support programs, 

online services, contact information, policies and procedures. The guide is 

available at: http://www.quest.com/support. 

127

Quest Spotlight on Messaging - Quest Software

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?