# Troubleshooting Advanced UM

Advanced UM log files can be found here: /usr/vm/log/msblog.txt

## Outlook Client Plug-in Troubleshooting

The "Trusted Code" tab does not appear in the Outlook Security Settings form

If the security settings form contains an "Outlook Security Settings" tab and a "Programmatic Settings" tab only, then an old version of the form (older than Outlook 2002) is being used. When you publish the "OutlookSecurity.oft" form, make sure that any existing security form is overwritten (see Set Security Settings). At this point it is a good idea to delete the "Outlook Security Settings" folder on the Exchange Server and recreate it following the steps described in Install Outlook Administrator Security Package and Configure Security Settings for Outlook.

There may also be complications if more than one version of the form exist together in the public folder. Determining which version the Outlook Client uses can become complicated. Additional details can be found at: http://office.microsoft.com/en-au/assistance/HA011402931033.aspx

Unable to save changes to the Outlook Security Settings form

The Mail Profile being used when modifying the Outlook Security Settings form through Outlook must connect to Exchange with a user that has Write permissions on the "Outlook Security Settings" folder. Verify the permissions on the folder and the user the Mail Profile is using when connecting to Exchange. Also ensure that the user profile being used is in online mode (see Set Security Settings).

## Exchange Server and NuPoint Unified Messaging Server not synchronized (LDAP or IMAP services timeout)

Synchronization between the Exchange server and the NuPoint Unified Messaging server may be affected if the Exchange server has been restarted or put into maintenance mode, especially if the outage is prolonged. If synchronization is not recovered and there is an LDAP or IMAP services timeout on the NP-UM server, you will need to restart the NP-UM server.

## Deleted Voice Messages are Re-delivered

Sometimes, synchronization is temporarily lost between the Exchange server and the NuPoint server, perhaps due to system time-out or a restart of the NuPoint UM system. If a user deletes a voice mail while the synchronization is out, that email may be re-delivered when the connection is restored.

## Delay in the delivery of Voice Messages to a user's mailbox

If a user’s mailbox is full or of limited size, there is a delay in the delivery of voice messages. An ideal mailbox size can alleviate this issue. For an ideal mailbox size, specify the following configuration while setting up a user’s mailbox:

- Maximum Connections per User – set the value to 200000

- Maximum Allowed Sessions per User – set the value to 2048

- Maximum Allowed Service Sessions per User – set the value to 2048

These are the settings recommended by Microsoft for Exchange Servers using IMAP.

Notes:

1. The above-mentioned settings do not affect CPU and memory usage.
2. These settings can be applied on Exchange 2013, 2016, and 2019.

## NuPoint Voice Messages Deleted Prematurely

Client applications that change the MessageClass property of NuPoint voice mails in Outlook are not supported.
(NuPoint UM voice mails in Outlook have a MessageClass property of "IPM.Note.Multimedia". Client applications (like the Mitel Messaging Server) that change the message class can make NuPoint UM delete voice messages prematurely when attempting to synch with Outlook.