OWA users get bumped off often

I have an exchange server 2010 running and have a bunch of users connected directly through Outlook and a bunch more using OWA to get their emails. It has been running solid for several years, but now I am getting random complaints from some users that they are able to send one or two emails and then get the following error:

Your network connection isn't available. If the problem continues, contact your helpdesk with this HTTP Status code: 12019.

Their network connections seem reasonably stable (they are able to use other online services without issue). This is with different users at different onsite and offsite (connecting via LAN and WAN) locations. The issue seems to be getting worse but not able to pin it down to one location, machine, OS or otherwise.

I have run the MS Exchange Troubleshooting Assistant and did not get any issues except that the EXMon tracing was not enabled, so I enabled it with the registry mods described in the help, restarted MSExchange Information Store services and ran it again. This time it did show that 98% of the CPU was utilized by 6 users, and with the exception of slightly slower disk access times than recommended, all looked OK.

I also checked the Exchange Server logs and the tool found 1 Failure Event for all processes (with no further description on the error) but only one error probably is not related.

Any other thoughts or ideas of things to check would be appreciated.
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Patrick BogersDatacenter platform engineer LindowsCommented:
Hi Rich,

Seems to be a network connectivity issue or high network latency.

Can you check the IIS logs to see what is the more verbose error? It is located in C:\inetpub\logs\LogFiles.

If you are going to post snippets from that log please anonymise first.
Simon Butler (Sembee)ConsultantCommented:
Have you got ActiveSync devices connecting to the server?
That is usually the main cause of this - it can be a single device causing the problems as well.
I have seen problems with some routers as well, being unable to cope with the extended HTTPS sessions that are used by Exchange.

RichAuthor Commented:
Thanks for the hint Simon, but I do not believe that anyone is using Active Sync, or at least not that I have set up. Is there any way to tell, or can I simply disable it?

The router makes sense from the WAN side, but this is happening from inside connections, too.
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Simon Butler (Sembee)ConsultantCommented:
Quick and dirty way to see if anyone is using ActiveSync is to run this command:

get-activesyncdevice | select name, userdisplayname

If it comes back clear, then you are fine.

While the problem maybe happening with internal users as well, that could still be down to the router, as it is overloading the server if it isn't behaving itself.

However before you do anything, run the Best Practises Analyser from the toolbox in EMC. Ensure it doesn't flag anything. Also ensure that you have the latest network card drivers and any AV software on the server has the correct exclusions in it.

RichAuthor Commented:
I tried the get-activesyncdevice command in the PowerShell, but am getting an error that the command is not found. I Googled and found a similar post with the same command, and it again did not work (checking spelling, etc.) If I enter get-help I do get a response, so the PowerShell does seem to be working...

The Best Practises Analyser did not flag anything that seems relevant
Simon Butler (Sembee)ConsultantCommented:
Are you using an account with the full permissions?
You did use Exchange Management Shell and not the plain PowerShell?

RichAuthor Commented:
Yes full permissions, but I use plain PowerShell - I will try EMS
RichAuthor Commented:
Actually, a lot of iPhones and other devices showed up in the results! What does this mean and if I disable it, what will not work properly? I do want people to be able to get email on their iPhones, though I never gave them instructions on how to do this.
Simon Butler (Sembee)ConsultantCommented:
If you have a lot of devices showing up, then users are collecting email on their phones.
You may also have a lot of devices that are no longer connecting, so some clean up will be required of the partnerships.

They don't need instructions from you on how to do it - there are loads of details online on how. If they know the address of the server for OWA, then it is easy to get ActiveSync to work.

Is it company policy to allow phones to connect? I wouldn't disable ActiveSync without permission first.

RichAuthor Commented:
Yes, the company policy is to allow them to connect. I guess I just didn't realize that was what ActiveSync did.

So back to the problem at hand, are there any logs that might give me a hint of which of these devices might be the culprit, or is it just the fact that they are connecting, and is there anything that can be done?
Simon Butler (Sembee)ConsultantCommented:
The Exchange Team blog has a huge article on troubleshooting issues with ActiveSync.

I would start there, see if it flags anything at all. It can be a single device that causes the problem, and the methods outlined in that article will help you identify the device if that is the case.


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RichAuthor Commented:
Thanks Simon, although I am not sure if this will solve my specific problem, it certainly gives me a lot of good info that should help me going forward.
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