Why are my emails not being disclaimed / monitored / responded to?

Please follow this procedure carefully, it has been designed to solve many of the problems that we have experienced with customers in the past.

  1. Basic configuration
  2. Ensure that the disclaimer feature is enabled. To do this, open the Exclaimer Mail Utilities control panel and click on the Setup icon in the toolbar. Ensure that the "Enabled Disclaimers" checkbox is selected.
    If you needed to make these changes, then you will need to save them. Press the save button.
    Re-run your test email. If the disclaimers are still not being added, move onto step 2.
    Note: Unless you have used a User Defined field in your disclaimer, editing the "disclaimer text" within the User Defined Fields... editor will not alter your disclaimer.

  3. Verify with the rule tester
  4. Click on the Rule Tester icon in the toolbar.
    This will show the rule tester panel. You will need to fill in the sender & recipient that you were using for your test email. In our example we've used "support@exclaimer.com". You will need to replace this with your own email addresses.
    Press the "Run basic test" button
    You will now see a trace of what Exclaimer thinks is happening the the results area, and you will also have a "View final message.." button displayed.
    Click on the "View final message..." button to show the result of what your disclaimer rules did.
    If this shows what you expected to happen, then proceed to step 4.
    If this didn't show what you expected, then continue to step 3.

  5. Advanced rule testing
  6. Press the "Run advanced test" button. You will now get a comprehensive trace of what Exclaimer Mail Utilities is doing during it's rule processing engine.
    You will need to follow this logic carefully to determine if Exclaimer Mail Utilities is doing as you wish. If the logic is incorrect, this might be due to some simple problem. Please ensure that the follow information is accurate prior to reporting this to Exclaimer Support.
    • Ensure that the spelling of entities such as email addresses, organizational units, domains etc are accurate and do match. Remember that O (Capital letter O) is not the same as 0 (the numeric zero) - sorry that we have to explain this, but you'd be surprised at what is typed.
    • Are there any errors being displayed on the rule tester panel?
      If so, please send a message to support@exclaimer.com and include a screenshot of this error.
    If the logic in the rule tester is correct, please proceed to step 4.
    If the logic in the rule tester is incorrect, please change your Exclaimer configuration.

  7. Reboot the server
  8. To ensure that the system is setup correctly and that there are no pending installation tasks and that everything has a chance to load in it's correct order, please reboot your server. If you cannot do this because of environmental or useage issues, you might be able to perform an IISRESET.
    In a CMD prompt, issue the command IISRESET /TIMEOUT:180
    Note: If you are running an Exchange 2000 server, this will cause the Exchange stores to be unavailable for a short period of time. If you are running on an Exchange 2003 server, the store will remain available whilst this process is running.

  9. Check your infrastructure
  10. Ensure that the test emails you are sending are being routed through the Exclaimer Mail Utilities server.
    Send a test email. Open this email in the email client on the recipient machine. Check that the message has been routed via your Exclaimer server.
    If you are using Outlook, then this will be found in the Options... dialog of the message. The procedure to get this varies with Outlook versions and is out of the scope of this document.
    When you have access to the "internet" headers of the message, scan these looking for those that start with the string "Recevied:". Make sure that one of these is your Exclaimer Mail Utilities server.
    For example, in our environment, Exclaimer Mail Utilities is installed on the system mail1.exclaimer.com, which you can see is in the example headers below.
    Microsoft Mail Internet Headers Version 2.0
    Received: from mail pickup service by mail1.exclaimer.com with Microsoft SMTPSVC;
    Mon, 11 Apr 2005 17:20:42 +0100
    Content-Class: urn:content-classes:message
    MIME-Version: 1.0
    Content-Type: application/ms-tnef;
    Content-Transfer-Encoding: base64
    Subject: Test for WebSite
    X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1441
    Date: Mon, 11 Apr 2005 17:20:41 +0100
    Importance: normal
    Priority: normal
    If you cannot find the Exclaimer Mail Utilities server in the list of Received: headers, then you have an infrastructure anomaly that you need to resolve.
    This is beyond the scope of this support document. Please contact your Exchange Administrator and review such things as routing groups & costs, front-end & bridgeheads, OWA servers & mailbox servers. The routing can be very complex, but the Received: headers tell the path that was taken by your email in transit from the originator to the destination.
    If your internet headers show that the message is being routed through your Exclaimer Mail Utilities server, please proceed to step 6.

  11. Reinstall Exclaimer Mail Utilities
  12. Uninstall & re-install Exclaimer. Use the Add/Remove programs control panel application to completely remove Exclaimer. Don't forget to reboot or IISRESET after the uninstall has completed.

  13. Check that Exclaimer Mail Utilities is being loaded by INETINFO.
  14. Send a test mail through your system. If the metabase & other installation places are setup correctly, this should cause Exchange/Windows to load the Exclaimer DLL into the INETINFO process space.
    Check your event log too ensure that the Exclaimer DLL is being loaded by the INETINFO process. To do this, open the Event Viewer application and look for all EventID 6 events for Exclaimer. Check the text to ensure that the process INETINFO.EXE is loading the DLL.
    If the DLL is not being loaded, then there is an environmental/configuration error which is beyond the scope of this document to diagnose.
    If the DLL is being loaded, then proceed to step 8.

  15. Getting diagnostics for Exclaimer Support
  16. You will now proceed to get diagnostic information together for Exclaimer support.
    1. Start the Exclaimer Mail Utilities control panel.
    2. Click on the "Logging & Stats" menu button.
    3. Hold down shift and control at the same time and whilst holding the two buttons, click on the Exclaimer Mail Utilities logo directly above the Set up button. This will produce an extended menu. Please select the options in the panel to reflect the settings below:
      Note: Please do not change the trigger string or the diagnostic email address unless requested to do so by an Exclaimer support engineer.
    4. Press the Save button in the Control Panel.
    5. Start the Exclaimer QA helper tool. This can be found in the Exclaimer program files directory.
    6. Press the "Copy" button to copy the installation information to the clipboard.
    7. Record this information for later use.
    8. Now re-send your test email, ensuring that the subject of the message contains the string "#exclaimer#". If you have a support case number, then also include this in the subject as it will help us to find the diagnostics for your case.
    9. Using the "#exclaimer#" causes a diagnostic messages to be transmitted to Exclaimer support.
    10. Please follow this with an email outlining your problem and include the information obtained in step 7 above.
Article ID: Q20040530
Last Reviewed: 14th July 2008
Revision: 1.03