N-central Help

KBA10004: Microsoft Exchange Service Troubleshooting

Knowledge Base Article #: 10004
Applicable Versions: SolarWinds N-central 6.5, 6.7, 7.x, 8.x, 9.x
Date Created/Updated: April 27, 2011

Introduction

This article will help you diagnose and resolve various problems you may encounter while monitoring an Exchange server using SolarWinds N-central's Exchange services.

This article is only valid for Exchange 2003 services. Exchange 2007 and Exchange 2010 services obtain information using the Windows Registry and do not use WMI.

Identifying an Exchange Service issue within SolarWinds N-central

The Exchange service can show Failed () or Misconfigured () for many reasons.

To begin the troubleshooting process, start by clicking on the service to bring you to the Status tab. Here you will find more information about the issue that you are experiencing.

As you can see above, the error that you are receiving is:

201 There is no information found for this WQL Query: Please check the parameters 0 WQL = Select ActiveUserCount, RPCRequests From Win32_PerfRawData_MSExchangeIS_MSExchangeIS

Troubleshooting Error Messages

Here are some of the various errors you typically may receive while monitoring the Exchange service:

  1. 205 COMException caught when connect to Host = X.X.X.X, Namespace = root\cimv2, UserName =
  2. 103 Access denied when connect to Host = X.X.X.X, Namespace = root\cimv2 UserName =
  3. 201 NAMatrixQueryProcessor::ProcessGeneralTypes: no instance is found. WQL: Select ActiveUserCount, RPCRequests from Win32_PerfRawData_MSExchangeIS_MSExchangeIS
  4. 201 NAMatrixQueryProcessor::ProcessGeneralTypes: no instance is found. WQL: Select FileSize from CIM_DataFile where Name="c:\\Program Files\\Exchsrvr\\MDBDATA\\pub1.edb"
  5. 201 Category does not exist

Steps to troubleshoot the above errors can be found below:

205 COMException caught when connect to Host = X.X.X.X, Namespace = root\cimv2, UserName =

- and -

103 Access denied when connect to Host = X.X.X.X, Namespace = root\cimv2 UserName =

Both of these errors are indicative of an issue at the connection level. This means that the Agent or Probe are unable to Query the WMI due to invalid credentials or missing DCOM permissions.

It would be recommended to review the KBA10001: Service Displays a 205 or 201 WMI Error article, as this is not an issue with Exchange or its classes but with WMI and DCOM in general.

201 NAMatrixQueryProcessor::ProcessGeneralTypes: no instance is found. WQL: Select ActiveUserCount, RPCRequests from Win32_PerfRawData_MSExchangeIS_MSExchangeIS

This error means that you are communicating with the WMI and you have got permission to run a query on the database. The problem is that there are no instances within the Win32_PerfRawData_MSExchangeIS_MSExchangeIS class. You can manually browse the WMI to see what instances exist, if any, by doing the following:

The simplest way to resolve this type of issue is to Resync and rebuild the WMI Repository and Performance Counters on the device being monitored:

Re-syncing the WMI Repository

For Windows XP and Windows 2000 Servers, run the following commands at an MS-DOS prompt on the machine being monitored:

  • winmgmt /clearadap
  • winmgmt /kill
  • winmgmt /unregserver
  • winmgmt /regserver
  • winmgmt /resyncperf

For Windows 2003 Servers:

  • wmiadap.exe /c
  • wmiadap.exe /f
  • lodctr /R

For Windows 2008 Servers:

  • winmgmt /salvagerepository

If the issue persists or if you wish to confirm whether or not SolarWinds N-central is correct in its result, you can follow the below steps to manually query the WMI to see whether or not there is an entry for the File in the CIM_DataFile class.

  1. Click Start.
  2. Click Run.
  3. Type WBEMTEST.exe
  4. Click Connect.
  5. In the Namespace field, type: root\cimv2
  6. Click Connect.
  7. Click Enum classes.
  8. Select Recursive.
  9. Click OK.
  10. Double-click on the class: Win32_PerfRawData_MSExchangeIS_MSExchangeIS
  11. Click Instances.
  12. Search for Win32_PerfRawData_MSExchangeIS_MSExchangeIS=@
  13. If there are any instances, examine the values for the following two items:
    • ActiveUserCount
    • RPCRequests

Typically you will find that at some point along the above steps there is a missing value or instance. If you haven't already done so, Re-syncing the WMI Repository and Performance Counters on the device being monitored:

If the problem persists and the data is still missing, then you will want to engage Microsoft for this issue as Microsoft Exchange is not reporting its information properly into the WMI.

201 NAMatrixQueryProcessor::ProcessGeneralTypes: no instance is found. WQL: Select FileSize from CIM_DataFile where Name="c:\\Program Files\\Exchsrvr\\MDBDATA\\pub1.edb"

This error means that you are communicating with the WMI and you have got permission to run a query on the database. The problem is that there are no instances within the IM_DataFile class. Because the CIM_DataFile class contains many thousands of entries, it is not convenient to browse the WMI manually to find the file. The best way is through a Query:

  1. First of all, it is important to ensure that the path you have configured within SolarWinds N-central to the *.edb and *.mdb files is correct. Once you have verified that this is correct, proceed with the below steps.
  2. The simplest way to resolve this type of issue is to Resync and rebuild the WMI Repository and Performance Counters on the device being monitored:

Re-syncing the WMI Repository

For Windows XP and Windows 2000 Servers, run the following commands at an MS-DOS prompt on the machine being monitored:

  • winmgmt /clearadap
  • winmgmt /kill
  • winmgmt /unregserver
  • winmgmt /regserver
  • winmgmt /resyncperf

For Windows 2003 Servers:

  • wmiadap.exe /c
  • wmiadap.exe /f
  • lodctr /R

For Windows 2008 Servers:

  • winmgmt /salvagerepository

If the issue persists or if you wish to confirm whether or not SolarWinds N-central is correct in its result, you can manually query the WMI to see whether or not there is an entry for the File in the CIM_DataFile class.

  1. Click Start.
  2. Click Run.
  3. Type WBEMTEST.exe
  4. Click Connect.
  5. In the Namespace field, type: root\cimv2
  6. Click Connect.
  7. Click Query.
  8. Ensure that the Query Type is set to WQL.
  9. Type in the Query as it appears in the error message. For example, the error that is posted above would need the following:

    Select FileSize from CIM_DataFile where Name="c:\\Program Files\\Exchsrvr\\MDBDATA\\pub1.edb" or Name="c:\\Program Files\\Exchsrvr\\MDBDATA\\pub1.stm"

  10. Once you are satisfied, click Apply.
  11. You should not receive any results. This would confirm that SolarWinds N-central is receiving the right information, but the problem is that there is actually no instance for the file that is listed. After re-syncing the Repository with the above steps, you will want to contact Microsoft for further support.

If the problem persists and the data is still missing, then you will want to engage Microsoft for this issue as Microsoft Exchange is not reporting its information properly into the WMI.

201 Category does not exist

When the Exchange service is monitored by an Agent, the service information will be read from the Performance Monitor (PERFMON.EXE) instead of the WMI. The above error implies that the Agent is unable to read the Performance Monitor's information for Microsoft Exchange or the performance counter does not exist.

Rebuilding the Performance Monitor counters will likely resolve this issue. If you are using Windows 2003, run the following command at a command prompt: lodctr /R

This process can take a few minutes.

If the issue persists or if you are on another version of Windows, we can rebuild the Permormance Counters manually. Microsoft has an article on this located here: Microsoft: How to manually rebuild Performance Counter Library values

  1. Locate the .ini file that manages the performance counters for Exchange. By default, it is located within the BIN subfolder of the Exchange Server installation path (The default installation path should look something like this: C:\Program Files\Exchsrvr\bin\).
  2. Open a command prompt, and change directories to the Exchange server's installation path.
  3. Type the following:

    unlodctr.exe MSExchangeIS

    lodctr.exe Mdbperf.ini