Troubleshooting the SCSM Exchange Connector


I have been working with Microsoft support on issues revolving around the Exchange Connector not working for System Center Service Manager (SCSM). Here are some things that we have done along the way to troubleshoot the issue:

2) Change the Exchange Server URL
We changed it from using Autodiscover, to using the URL

3) Changed the relay address to O365
We changed the relay address inside of Administration > Notifications > Channels 

4) Removed the old Exchange Connector from the database
We could not delete the Exchange Connector through the console, so we went to the SQL server and opened SSMS. Then we ran this command against the SCSM database:

select * from MT_Connector

Then find the BaseManagedEntityID of the Exchange Connector. Run the query below to remove the connector, changing the @EntityID in the query below to the ID you got from the query you just ran. 

DECLARE @EntityId uniqueidentifier;
DECLARE @TimeGenerated datetime;
-- change "GUID" to the ID of the invalid entity
SET @EntityId = '8358F5C6-AD98-B04F-2F5B-C7A6311746C0';
SET @TimeGenerated = getutcdate();
EXEC dbo.p_TypedManagedEntityDelete @EntityId, @TimeGenerated;

5) Install Fiddler to track https traffic during the O365 login

6) Check to see if the Broker Service is enabled
Go to SSMS and run this query:
Select Name, is_broker_enabled, Compatibility_Level, User_Access_Desc from sys.databases Where name = 'ServiceManager'

7) Add registry entry for Exchange Online Autodiscover
Added Registry value for exchange:  
Key: “HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\System Center Service Manager Exchange Connector”
Value: ExchangeURL, Type: String, Data: http(s)://<Exchange server FQDN>/ews/exchange.asmx

8) Added TLS 1.2 keys for .NET framework as mentioned in the below article
  1. Locate the following registry subkey:


  2. Right-click the Protocol key, point to New, and then click Key.


  3. Type SSL 3, and then press Enter.

  4. Repeat steps 3 and 4 to create keys for TLS 0, TLS 1.1, and TLS 1.2. These keys resemble directories.

  5. Create a Client key and a Server key under each of the SSL 3TLS 1.0TLS 1.1, and TLS 1.2 keys.

  6. To enable a protocol, create the DWORD value under each Client and Server key as follows:

    DisabledByDefault [Value = 0]
    Enabled [Value = 1]
    To disable a protocol, change the DWORD value under each Client and Server key as follows:

    DisabledByDefault [Value = 1]
    Enabled [Value = 0]

  7. To enable the installation to support the TLS 1.2 protocol, follow these steps:
    Start Registry Editor. To do this, right-click Start, type regedit in the Run box, and then click OK.
    Locate the following registry subkey:
    Create the following DWORD value under this key:
    SchUseStrongCrypto [Value = 1]
    Locate the following registry subkey:
    Create the following DWORD value under this key:
    SchUseStrongCrypto [Value = 1]
    Restart the system.

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About Tom DeMeulenaere

Highly accomplished information technology professional with extensive knowledge in System Center Configuration Manager, Windows Server, SharePoint, and Office 365.
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