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

Article ID: KB34552

Type: Support Content

Last Modified: 07-02-2013

 

Product(s) Affected:

  • BlackBerry 10
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 Exchange server side calls related to 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 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 the Outlook 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. Navigate to %SystemDrive%\inetpub\logs\LogFiles (for example, C:\inetpub\logs\LogFiles)
  2. Select the W3SVC1 folder
  3. The u_ex log files are named in a date format, select the appropriate dated file. For example, u_ex130702 is July 2nd, 2013.
  4. Extract all logs for the related device by searching and extracting all data for the PIN.
CollapseAdditional Information

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

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