The Exchange Sync is a service which synchronises data
between the TriSys database and the exchange data store.
In summary the application essentially goes through the following
Service is started, polling time is read from the Config
Waits for X minutes as specified in the polling time.
For each mailbox specified
Push Emails from the Exchange Data Store into the TriSys
Sleep until the next poll is due.
The service comes with an associated administration utility
that provides a means to edit the list of mailboxes to be synchronised and
In order to install this product run the MSI and leave all
of the options at default unless you need to install to another location.
However the size of the install is very small therefore I can’t see this being
During the install you will be prompted to enter the account
credentials for the Windows account that the service will run under. Note that
this is not a true modal dialog for some reason and therefore can get lost
behind another window.
The account specified must have full access to ALL of the
mailboxes that are to be synchronised as well as access to all of the TriSys
shares (G drives) in order to save Emails to disk.
At the end of the install the administration utility will
automatically be opened so that you can enter the Mailboxes to be synchronised
and then start the service:
Administering the Service
Once the install has completed a new shortcut will be
available on the desktop designed to administer the service. This application
is also started automatically when the install completes.
This application mirrors the prior versions of the exchange
sync in most regards, but the key difference is around the fact that the main
process now runs as a service. The bottom right of the UI now has controls
related to administering the service:
In order to make any changes to the settings etc the service
must be stopped. The UI will reflect this in that when the service is running
all editing operations will be disabled.
In other words you must stop the service to make any changes and start it again
afterwards. If you attempt to close the application without starting the
service you will be prompted to start it:
The settings specified in this application are picked up by
the service, so things like polling frequency and number of threads are edited via
this application by clicking the settings button and then making the required
Outside of this you can also run synchronisation manually
using this utility. In order to do this the service must be stopped. This uses
the exact same code as the service and therefore should replicate any issues
etc. So, follow these steps:
Start the admin app.
If the service is running stop it.
Select the mailbox you would like to sync.
Click “Sync Selected Now”.
Once you have finished START THE SERVICE.
In order to remove the service simply go to the “Add/Remove
Programs” or “Programs and Features” option under control panel, find the
“Exchange Synchronisation” entry in the list of programs and click “Remove”:
The exchange synchronisation tool is relatively complex,
coupled with the fact that it is handling large volumes of data and relies upon
users can make it troublesome.
When troubleshooting a problem with this module there are a
number of things available to you. Firstly the service and admin tool both
create log files listing the actions carried out. These are both placed in the
install directory (by default: C:\Program Files\TriSys\Exchange
These files will list significant events during the related
applications life cycle.
In addition to these log files a log is created for each mailbox in a sub
directory named logs (by default: C:\Program Files\TriSys\Exchange
Synchronisation\Logs). Each file is named after the respective mailbox and
contains detailed information on recent events related to that mailbox.
The service will also log events to the Windows Event Log:
The next place to look for relevant information is the
TriSys database, in tables such as “Email”, “ExchangeAppointment” and
Where’d my Email go?
The most common issue raised by users is that an Email has
gone missing. In order to track the said Email down you should follow its path
through the system, which involves these steps:
Get the subject of the Email in question and approximate
time the Email was received.
Check the log file related to this user and see if it
contains entries related to that Email (You should be able to search it for the
subject). This will give you an immediate confirmation of whether the Email has
been processed or not. If the Email cannot be found in here then check that the
mailbox has been synchronising correctly and that the Email is prior to the
The next place to check is the Email table in the database.
You may find that the Email is in there but it has been marked as deleted and
is therefore not showing up for the user. This may be due to a rule which can
be checked using the v_IllegalEMailsIncludingDeletedAndProcessed view.
You can force the system to re-process an Email and observe
the output by executing the p_ProcessEmail stored procedure and passing it the
Email in question. The output from this should give you some indication of why
the Email ended up where it did.