How to use Outlook Web Access to log Microsoft Exchange ActiveSync activity for a single mailbox

Article ID: KB34552

Type: Support Content

Last Modified: 09-16-2014

 

Product(s) Affected:

  • Porsche Design P'9982 smartphone from BlackBerry
  • BlackBerry Z30
  • BlackBerry Z10
  • BlackBerry Q10
  • BlackBerry Q5
CollapseEnvironment
  • BlackBerry 10 smartphone
  • Outlook Web Access
  • Outlook Web App
  • Microsoft Exchange 2007
  • Microsoft Exchange 2010
CollapseOverview

BlackBerry 10 ActiveSync client logs are a sufficient means of diagnosing most communications related issues from a support perspective.

Logging Microsoft Exchange server side calls related to Microsoft ActiveSync clients are equally important and very easily obtainable via Outlook Web Access, or Outlook Web App (OWA). This feature is available for Microsoft Exchange 2007 and 2010.

Logging directly into the Microsoft Exchange Control Panel (ECP) is another way to initiate logging for Microsoft Exchange 2010 only.

Method 1: Exchange Control Panel console

  1. Log onto Exchange Control Panel via https://servername/ecp with the appropriate user account, where servername is the Client Access Server pool name.
  2. On the Options screen on the left hand side, select Phone
  3. Select the ActiveSync mobile client requiring monitoring, click the Start Logging radio button.
  4. Use the BlackBerry 10 smartphone until troubleshooting is complete.
  5. Stop logging in the Exchange Control Panel client (retrieve log). The ActiveSync server side logs for the mobile device in question will be posted to the Inbox as an attachment.

Method 2: OWA console

  1. Log into Outlook Web App via https://servername/owa with the appropriate user account.
  2. On the upper right hand corner below the username, select Options.
  3. Click See All Options.
  4. On the Options screen on the left hand side, select Phone.
  5. Select the ActiveSync mobile client requiring monitoring, and click the Start Logging radio button.
  6. Use the BlackBerry 10 smartphone until troubleshooting is complete.
  7. Stop logging in theOutlook Web App client (retrieve log). The ActiveSync server side logs for the mobile device in question will be posted to the Inbox as an attachment.

Method 3: IIS logs from Exchange (Default Web Site)

  1. The default location for logs will be %SystemDrive%\inetpub\logs\LogFiles, if this folder does not exist or contains no log files verify the log location in the IIS Manager.
  2. Start All Programs \ Administrative Tools \ Internet Information Services (IIS) Manager
  3. For Windows 2003 \ Expand the ServerName, right click on default website, Properties, on the Web Site tab beside Active log format click Properties. Log file directory will point to the log location
  4. For Windows 2008 or higher \ Click on the ServerName, double click Logging in the right hand side. Directory will show the location of the logs.
  5. Navigate to %SystemDrive%\inetpub\logs\LogFiles (for example, C:\inetpub\logs\LogFiles) or to the log directory as found above if different from the default.
  6. Select the W3SVC1 folder.
  7. The u_ex log files are named in a date format, select the appropriate dated file. For example, u_ex130702 is July 2nd, 2013.
  8. Extract all logs for the related device by searching and extracting all data for the PIN. If the PIN can be easily obtained, one can also filter by the AD username.
CollapseAdditional Information

It is important to obtain both BlackBerry 10 smartphone logs as well as the corresponding Microsoft Exchange ActiveSync logs for the same transaction time frame to troubleshoot failures in communication.

Microsoft Activesync logging runs until it is stopped up to a maximum of 72 hours. After 72 hours, the logging needs to be stopped and restarted again to continue logging.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.