How to troubleshoot calendar issues in Microsoft Outlook, Microsoft Exchange Server 2007, and Microsoft Exchange Server 2010

Applies to: Exchange Server 2010 EnterpriseExchange Server 2010 StandardMicrosoft Office Outlook 2007 More

Source: Microsoft Support


When you need help troubleshooting most calendar issues in Microsoft Outlook and Microsoft Exchange, you have to collect and provide lots of data for the Microsoft support professional. This is primarily because of the complexity of the calendar feature set in Microsoft Office Outlook and Microsoft Exchange Server and because of the varied scenarios and products that affect the calendar data. The troubleshooting data that is needed includes an Exchange Store log for a user. This article describes how to enable Exchange 2007 and Exchange 2010 Store tracing for troubleshooting issues that are related to an Outlook calendar. 

For information about working with Microsoft support to troubleshoot the Outlook calendar in an Exchange environment, visit the following Microsoft website: Important This article describes the calendar logging process to use when you work with the support team at Microsoft. It is not intended to provide complete information for you to perform store logging by yourself. There is a risk of performance problems on the Exchange server if logging is not enabled correctly. That is why you should work with the support team during this process.

More Information

Microsoft Exchange Server 2007 and Microsoft Exchange Server 2010 can trace calendar activities that occur in the store. This tracing is performed through the Exchange Troubleshooting Assistant (ExTRA). The tracing can be done per user or per server.

The following steps show how to enable this tracing feature when you work with a Microsoft support engineer on a support case for calendar issues.

Enable Exchange tracing for calendar issues

  1. Identify the user whose mailbox will be traced by this process.

    Note For best performance, you should always identify one user who is encountering the issue, and then trace only that user's mailbox by using per-user tracing.
  2. On the Exchange server on which the user's mailbox resides, start ExTRA. To do this, click Start, click Run, type the following command in the Open box, and then click OK:

  3. On the "Welcome to the Exchange Troubleshooting Assistant" page, click Select a task.
  4. On the "Troubleshooting Task Selection Screen" page, click Trace Control.
  5. Click OK when you receive the following warning:

    This server does not have the module needed for interpreting traces.
    Continue only if this is being done under the direct supervision of a qualified Exchange support engineer.
  6. On the "Configure Trace File" page, configure the following options:
    Trace file location (the default location is C:\Documents and Settings\<username>)

    Trace file name (the default name is ExchangeDebugTraces.etl)

    Maximum trace file size (the recommended size is 100 MB)

    Sequential logging (enabled)
    Note In Exchange Server 2010, this option has been renamed to Create a new file when max file size is reached
    Run traces for:0 seconds
    Note Accept the default configuration setting if you want tracing to run until you manually stop tracing. Otherwise, select the check box, and then set the number of seconds for which you want to run the trace.
  7. Click Set manual trace tags.
  8. On the "Set Trace Tags Manually" page, follow these steps:
    1. Configure the following settings:
      1. Trace Types: PFD, Fatal, Error, Warning, Info, Debug, Performance, Function
      2. Components to Trace: Store
      3. Trace Tags:


        Note There are many other tags that you can use. The tags that are cited in this step are the most useful for diagnosing most calendar issues.
    2. Click Show mailbox trace filtering options, and then follow these steps:
      1. Enter the name of the mailbox to be traced in the Mailbox edit box.
      2. Select the UserDN check box.
      3. Click Resolve Mailbox.
    3. At the bottom of the page, click Start Tracing.
At this point, you are ready and waiting for the calendar problem to occur for the user. After the user experiences the problem, continue with the steps in the next section.

Stop Exchange tracing

After the calendar issue has occurred while store tracing was enabled, you can follow these steps to disable store tracing: 
  1. Click Stop tracing now in the Exchange Troubleshooting Assistant on the "Trace Control" page.
  2. Note the location of the .etl file that is specified on the "Trace Control" page.

    The location of the file is the file location that you specified in step 6 of the previous section.
  3. Click Exit.

    Note If you do not click Exit, the contents of the trace are not written to the .etl file, and you will have to repeat this process.
  4. When the "View Results" page appears, close the Microsoft Exchange Troubleshooting Assistant window.
  5. Provide the .etl file to the Microsoft support professional who is helping to troubleshoot your calendar issue. 
Note The .etl file is a binary file that can only be converted by using tools that are available to Microsoft support professionals.