Answer

PROBLEM

Large mailboxes are failing to have their folder structure synchronized in GFI Archiver.

ENVIRONMENT

• GFI Archiver
• All Supported Environments

SOLUTION

Perform the following procedure to increase the timeout value for the GFI Archiver Mailbox Folder Structure Retrieval feature:

1. Open the GFI Archiver web site
2. Navigate to Configuration > Mailbox Folder Structure Retrieval
3. Note which protocol is configured (it is either EWS or MAPI)
4. Open the folder: ..\GFI\Archiver\Core\Data\
5. Depending on which protocol is configured for Mailbox Folder Structure Retrieval, open the file with a text editor:
   • EWS protocol: EWSPollingSettings.xml
   • MAPI protocol: ExPollingSettings.xml
6. Change the value of <MonitorPollingDelay> to a higher value - for example: 180 (default is 120; this setting is in minutes)
7. Save settings and close the text editor
8. Open the folder: ..\GFI\Archiver\Core\UMPolling\
9. Delete the .dat file (UMPolling cookie) for the user in question (the .dat file includes the primary email address for the user)
10. Restart the GFI Archiver Core service from the services console

Note: Ensure that the email address of the mailbox which the cookie has been deleted for is visible in the Microsoft Exchange Global Catalog. If the address is not visible, the .dat file will not be recreated.

CAUSE

A folder in the mailbox of a particular user contains a lot of emails. The Mailbox Folder Structure Retrieval process times out before it has synchronized the folder in the mailbox. This would result in the Mailbox Folder Structure Retrieval failing for a particular user, hence the emails will not be displayed within the folder. When this problem occurs, the subsequent mailboxes will not be synchronized also.