A customer reported that a Riva Server is installed with Direct MAPI Exchange connection to an Exchange 2003 server. When the CRM Agent Service starts, the CRM Monitor is reporting MAPI Fail One Provider errors. An examination of the log file shows:
2011-10-31 20:45:52,873 INFO [CTP-raw #0]  [ExMapiConnection, ConnectInner] Direct connection to [DOMAIN\rivacrm] Mailbox:rivacrm @ mail.demodomain.com
2011-10-31 20:45:54,982 ERROR [CTP-raw #0]  Error in IMAPISession.OpenMsgStore: MAPI_E_FAILONEPROVIDER
Error: The attempt to log on to the Microsoft Exchange Server computer has failed.
Component: Microsoft Exchange Server Information Store
Another customer reported a MAPI_E_FAILONEPROVIDER error when trying to create a Direct MAPI connection to an Exchange CAS server in the Riva Manager application:
2013-06-25 20:45:54,982 ERROR [CTP-raw #0]  Error in IMAPISession.OpenMsgStore: MAPI_E_FAILONEPROVIDER
Error: Microsoft Exchange is not available. Either there are network problems or the Exchange computer is down for maintenance.
Component: Microsoft Exchange Information Store
Potential Causes and Resolutions
The error "MAPI_E_FAILONEPROVIDER" essentially indicates a problem accessing the Exchange system hosting the Riva connection user mailbox. MAPI Impersonation requires that the process making the MAPI connection request uses the identity of the mailbox owner. This can be different depending on they type of Riva connection (for this explanation, the Riva connection user is DOMAIN\rivasvc and the Windows user is DOMAIN\riva-admin:
- Direct MAPI - requires that the process (application or service) is using the identity of the mailbox user. If the Riva MAPI connection is using the credentials of a service account, e.g. DOMAIN\rivasvc
- If a MAPI_E_FAILONEPROVIDER error is experienced when testing a connection from the Riva Manager application, close the Riva Manager application and restart is by using a run as DOMAIN\rivasvc
- If a MAPI_E_FAILONEPROVIDER error is experienced when watching the Riva Service Monitor application, STOP the service. Configure the properties of the Omni CRM (Agent for Exchange) service and set the logon to use DOMAIN\rivasvc
- Profile MAPI - requires that the process (application or service) is using the identity of the owner of the mailbox profile, in this example the Windows user DOMAIN\riva-admin creates an Outlook profile for DOMAIN\rivasvc:
- If a MAPI_E_FAILONEPROVIDER error is experienced when testing a connection from the Riva Manager application, close the Riva Manager application and restart is by using a run as DOMAIN\riva-admin
- If a MAPI_E_FAILONEPROVIDER error is experienced when watching the CRM Monitor application, STOP the service. Configure the properties of the Omni CRM (Agent for Exchange) service, and set the logon to use DOMAIN\riva-admin
- Local Windows Permissions - it is important that the user configured (DOMAIN\rivasvc for Direct MAPI or DOMAIN\riva-admin for Profile MAPI) be made a member of the local Administrators group for the Windows system hosting Riva. This will ensure that the process (application or service) has full access to the files/folders that Riva needs to write to.
As a best practice, when dealing with MAPI connections, observe the following practices:
- If connecting to an On-Premise Exchange system using MAPI - log on Windows as the Riva connection user (for example, DOMAIN\rivasvc) and make sure that user is added to the local "Administrators" group.
- Configure the Omni CRM Agent (for Exchange) service to logon as DOMAIN\rivasvc
- If creating a Profile connection, create the Outlook profile and confirm that Outlook can open the mailbox for the DOMAIN\rivasvc user. This way, the Outlook profile is "owned" by the Windows user DOMAIN\rivasvc which also matches the Riva connection user.
Those practices will ensure that you meet the requirements for Direct MAPI and Profile MAPI connections.
If Riva is already installed and configured, ensure that the Riva CRM Agent service is configured to log on properly:
If Riva is configured properly
If Riva is configured properly and "Logon" credentials are configured for the Riva application and/or service, then the MAPI_E_FAILONEPROVIDER error may indicate an actual Exchange environment issue.
Common Exchange-related Causes resulting in a MAPI_E_FAILONEPROVIDER error:
- Insufficient privilege to access mailbox - the Riva connection account must be provided full access permissions to the target user's mailbox. See Prepare the Riva connection account for Exchange
- Mailbox does not exist - confirm that the target user mailbox still exists.
- Mailbox is not active (i.e. has never been sent to or logged into) - ensure that someone has logged into the mailbox using Outlook or Outlook Web Access for the Riva connection account and the target user account(s).
- Mailbox database is not mounted - confirm that the mailbox database is mounted.
- Exchange server where mailbox database is located is not available or down - check to ensure that the Exchange server hosting the mailbox database is operational and available.
- Microsoft Information Store service is not running - check Windows services on the Exchange server and start the service if it is not running.
- Microsoft Exchange System Attendant service is not running - check Windows services on the Exchange server and start the service if it is not running.
- For Exchange 2010, also check that the RPC Client Service is running.
- For Exchange 2010, both the Client Access (CAS) role and the Mailbox role must be installed on the machine where the Data Protection for Exchange mailbox restore is being performed
- Ensure that the CRM Agent service is properly installed and configured - refer to Configure properties of the Riva CRM Agent service for Exchange for complete details.
- Isolate the probable cause of the error and resolve the issue.
- Riva On-Premise for Exchange (MAPI connections)