GOOD For Enterprise App // Account Paused - Exchange Not Accessible

Recently I spent a few hours troubleshooting an issue which a number of colleagues where experiencing with our GOOD for Enterprise managed service.  Our Exchange 2003 is running a Windows Server 2003 SP2 server with GOOD for Enterprise running off a Windows Server 2008 server.

The GOOD for Enterprise managed service allows businesses to.....You know what if you are on this page you are more than likely looking for the solution to an issue with your GOOD service rather than looking for information on what the GOOD managed service can do for you!  If you would like information on this managed service then please feel free to take a look at the GOOD for Enterprise website here.

Experienced Issue


Users began to call in reporting that they were unable to receive new emails and also unable to send emails successfully via their GOOD for Enterprise apps.  The users involved were from different mobile devices and mobile OS's (Apple & Android devices), different versions of the GOOD app and had different policies within your GOOD profile.  There was no common factor between the users experiencing this issue.

Symptoms

  • Account set to paused with the reason of "Exchange Not Accessible"
     
  • Unable to receive up to date emails
  • Users may think they are sending emails successfully from the GOOD app but are not being received by the recipients

Solution - Proposed by GOOD

Please note this is the solution provided by the GOOD developers themselves BUT this did not fix our issue.  Please refer to this solution first as it may fix your issue, here.

Solution - That worked for us

To resolve the issue we carried out the following for each of the GOOD user's Active Directory accounts:
  • Open user's Active Directory profile properties
     
  • Select the "Exchange General"tab
     
  • Click on the "Delivery Options..."button
     
  • Click the "Add..." button within the Send on behalf section
     
  • Enter the Good Admin's username and press the "Check Names" button
     
  • Press "OK", this will close the Select Recipient window
  • Press "OK" again, this will close the Delivery Options window
     
  • Press "OK" once again, this will close the Active Directory user's properties window
After you have completed the above steps get that specific user to attempt to synchronize their GOOD application on their device once again and this should resolve the issue.

Reason for Issue

Whilst troubleshooting the issue it was discovered that the issue is actually caused by Windows updates.

Please see the statement below taken from the official Microsoft website:
A fix has been released that changes the behavior of the "Full Mailbox Access" feature in Microsoft Exchange Server 2003.  Prior to this change, any user with the "Full Mailbox Access" permission for a mailbox also had the ability to "Send As" the mailbox owner.
We had updates rolled out over the weekend which seemed to have triggered this change AND users only became aware of an issue after they had attempted to send from their GOOD applications.

GOOD luck!  <- You see what I did there?  ;)

If you notice any further oddities feel free to drop me an email and I will beef up this post.

Comments

  1. Re-instating “Send As” privilege Windows 2003 Server // GOOD For Enterprise « DCMCD12 November 2012 at 06:52

    [...] Using the following fix will re-instate the Send As permissions for the required user accounts that the GOOD app uses to remotely send emails from their handheld apps, therefore eliminating the need to go through the workaround which I had outlined in my previous post. [...]

    ReplyDelete

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