Overview

This article describes the issue and its resolution, which occurs when loading the GFI MailArchiver web interface. The web interface loads successfully as an administrator; however, the following error is shown when a user tries to load the web interface:
The caller was not authenticated by the service.

The debug logs at ASPNET\UI\DebugLogs\RemoteCommunication.log read:
2013-05-22,11.41.09,028,1,"#00000E64","#0000000B","error ","RemoteCommunication","ERROR: Exception during backend communication, Exception: System.ServiceModel.FaultException: The caller was not authenticated by the service.

and Core\DebugLogs\AdaAuthenticationM.log reads:
2013-05-22,11.41.09,075,1,"#000010E0","#00000019","error ","AdaAuthenticationM","Error: Authenticate - Logon failure: unknown user name or bad password.

Environment

Any 2013 build

Resolution

Note: It is highly recommended to perform an upgrade to resolve this issue. However, you may also perform the various workarounds mentioned, but those should only serve as last-resort solutions to keep the system up and running.

• Upgrade

  Upgrade to MARC2014 build 20140616 or newer. If the issue persists, ensure that the domain functional level is at least Win2003 or higher (This is a requirement).
  
  

• Apply Patch

  For GFI Archiver Build 20131111, run the patch to resolve this issue.
  
  

• Workaround 1

  Use Forms authentication (This can be enabled on the server using ..\GFI\MailArchiver\Tools\ChangeAuthentication\GFIChangeAuthenticationTool.exe).
  Note: Users will need to enter credentials when logging into MailArchiver.
  
  

• Workaround 2

  Note: Only use this workaround as a last resort as this may pose a security concern.
  1. Add the computer object of the MailArchiver server to the Active Directory group Enterprise Admins (Can be added to the Domain Admins if using Windows SBS).
  2. Run the command: gpupdate.exe /force
  3. Reboot the MailArchiver server.
     
     

• Workaround 3

  Note: Only use this workaround as a last resort.
  1. Open services.msc (Start > Run > type services.msc and press Enter).
  2. Stop all GFI MailArchiver services.
  3. Open the Properties of all GFI MailArchiver services (except the VSS service) and configure them to run under a Domain Admin account (instead of Local System).
  4. Start all GFI MailArchiver services.
     Note: Running the services under such an account might cause certain features to fail, e.g., the Folder Structure Retrieval or MailInsights - It is normally not recommended to have the services run under anything other than Local System.