If your license has expired you should renew your maintenance to continue to receive software updates and free technical support. No support is available for Expired Licenses.

Our FREE telephone, Ticket and Live Chat technical support is available from Monday to Friday between 8AM and 6PM only. Remote, After-Hours, Weekends and Public Holidays are excluded and if support is required outside of the coverage period you will be billed at the prevailing hourly rates. Response times for FREE technical support is within 24 hours of receipt of your support request.

IceWarp Asia-Pacific also offers a range of comprehensive SLA's and optional services designed to meet your business needs. The SLA's we offer are defined in the enclosed PDF file. If you would like to renew your license, sign up for an SLA or request more information on our SLA's please email IceWarp Singapore Sales.

WebDAV is a web protocol which uses standard URLs for accessing remote resources, specifically calendars, tasks, contacts and folders. When configuring access to these types of resources, you will need to provide the correct location via a URL string. If you are attempting to access a shared calendar or resource (e.g. public folders), make sure that you have sufficient access rights.

Server Configuration

On your IceWarp server the administrator would need to define the WebDAV URL in System > Services > Smartdiscover

To ensure proper operation of the WebDAV services your server administrator would also need to create the following SRV records in your domain's DNS zone;

220 127.0.0.1 ESMTP IceWarp 10.4.5; Thu, 04 Apr 2013 09:59:04 +0200
HELO mail.yourdomain.com
250 127.0.0.1 Hello spammer [127.0.0.1], pleased to meet you.
MAIL FROM:spammer@domain.com
250 2.1.0 <spammer@domain.com>... Sender ok
RCPT TO:user@yourdomain.com
250 2.1.5 <user@yourdomain.com>... Recipient ok; will forward
DATA
354 Enter mail, end with "." on a line by itself
FROM:user@yourdomain.com
SUBJECT:This is a spoofed email!
Gotcha!
.
250 2.6.0 35 bytes received in 00:00:23; Message id 201304041000050002 accepted for delivery

The email above would most likely be accepted by your server and will appear in the InBox as coming from "user@yourdomain.com" when in fact the mail was sent by spammer@domain.com .

STOPPING SPOOFED EMAILS USING AN ANTI-SPAM DEPENDENT CONTENT FILTER

The most effective and efficient way to stop spoofed emails is to create an anti-spam dependent content filter in Mail > Security > Rules > Content Filters .

! Where Session is trusted
AND ! Where From: message header matches %%Sender_Domain%%
AND ! Where SMTP AUTH
AND ! Where SQL returns records SELECT * FROM Senders WHERE (SndOwner="%%Recipient_Email%%" OR SndOwner="*") AND (SELECT SndEmail="%%Sender_Domain%%" OR SndEmail="%%Sender_Email%%" OR SndEmail="%%From_Domain%%" OR SndEmail="%%From_Email%%")
Reject message

WHAT IF I DON'T HAVE ANTI-SPAM?

If you do not use the Anti-Spam engine you can still create a spoof filter but it will not be as accurate as compared to using it with the Anti-Spam engine because in some instances valid senders mostly newsletters will intentionally spoof their MAIL FROM and FROM. The filter below will block any spoofed email detected;

! Where Session is trusted
AND ! Where From: message header matches %%Sender_Email%%
AND ! Where SMTP AUTH
Reject message

1. Missing emails and or folders in WebClient
2. Duplicate emails in WebClient
3. Unable to login to WebClient
4. New emails are visible in the storage and in your email client but missing in WebClient
5. When clicking on an email in WebClient no content is loaded
6. Red Bar after logging into WebClient or when clicking on an email

WebClient cache is either stored in the each individual users folder; for example under /mail/domain.com/alias/~webmail/cache.db  or within a central database. The default cache storage is the individual cache.db file. All user folders and emails are stored in global default location specified in Storage > Directories > Mail path: . Some domains or users however may have different storage locations and this would be defined within the Domain's Option > Folder: or mailbox Options > Mailbox path: .

To confirm if your system is using the individual cache.db file or a central database please check the database settings under GroupWare > WebClient > [DB Settings...] . If your Database: value is %WMUSERPATH%cache.db  then your server is using the individual cache.db file , any other value would most likely indicate that a central database is being used.

RESOLUTION - If Using Individual cache.db

1. Get the user to log out from WebClient
2. Delete the users ~/webmail/cache.db file
3. Run the users Directory Cache from Domains & Accounts > Management > domainname.com > Users > alias > Options > [Refresh Directory Cache]
4. Get the user to log into WebClient again, IceWarp will automatically rebuild a new cache.db file
   • NOTE : The first login after deleting the cache.db file will be slower as the server needs time to rebuild the file. The amount of time taken would depend on the size of the mailbox and the storage IOPS performance.

RESOLUTION - If Using a Central Database

1. Get the user to log out from WebClient
2. Connect to your database using an SQL Manager or use the IceWarp built-in SQL Manager in File > SQL manager...
3. Use the WebClient database
4. Execute the following query; replace user@domain.com with the users full email address
   • DELETE i FROM item AS i INNER JOIN folder on i.folder_id = folder.folder_id WHERE folder.account_id = 'user@domain.com'
   • Before continuing to the next step make sure the deletion process in Step #4 has completed with NO errors. Do not proceed until you are sure that all data in the item table for user@domain.com has been deleted as any leftover data will cause problems with the users WebClient. If an error occurs run the query once more until no errors are returned.
5. Execute the next query; replace user@domain.com with the users full email address
   • DELETE FROM folder WHERE folder.account_id = 'user@domain.com'
   • If an error occurs when running the query in Step #5 run the query once more until no errors are returned.
6. Run the users Directory Cache from Domains & Accounts > Management > domainname.com > Users > alias > Options > [Refresh Directory Cache]
7. Get the user to log into WebClient again, IceWarp will automatically rebuild the users cache in the central database
   • NOTE : The first login after delete the users central database cache will be slower as the server needs time to rebuild the cache entries. The amount of time taken would depend on the size of the mailbox, database performance and the storage IOPS performance.

1. Global Limit : Applies to all accounts within all domains
2. Domain Limit : Applies to all accounts within the domain, overrides any global settings if set
3. User Limit : Applies to the particular user account, overrides any global and domain settings

Global Limit

The global limit applies to all accounts within all domains and is defined in Mail > General > Delivery > Max Message Size .

NOTE : There is 30% overhead for messages with attachments (encoded in base 64), so for a 10 MB limit, please specify 13 MB.

Domain and User Limits

To make full use of the Domain and User Limits you would first need to enable the global limit override in Domains & Accounts > Global Settings > Domains tab as shown below;

Once the Global Settings Limits has been enabled you can then apply the limits to your domains and or accounts as shown in the screen shots below;

NOTE : There is 30% overhead for messages with attachments (encoded in base 64), so for a 10 MB limit, please specify 13 MB.

If you have a large number of existing domains or accounts you can also use the tool.exe command to set the limits via an API call, for example;

tool.exe  -filter="U_AuthMode !=5 AND U_Type=0" modify account "*@domainname.com" u_maxbox 1 u_maxboxsize 2097152 u_maxmessagesize 20480

The command above will set the mailbox size limit to 2GB and maximum message size to 20MB for all accounts in domainname.com

The variables used in the example above are;

1. U_MaxBox = Enable mailbox size limit
2. U_MaxBoxSize = Mailbox size limit (kB)
3. U_MaxMessageSize = User max message size (kb)

For a complete list of available API variables please refer to the apiconst.pas file located in your IceWarp installation folder; <icewarp_dir>\api\delphi\

Before moving or migrating your IceWarp installation to a new server please ensure that both the old and new server are running the SAME version of IceWarp. The old server and new servers versions must be the same to ensure the configuration and data is in the same format. If you want to move from an older version to a newer version please first renew your maintenance and upgrade the server before moving it.

The following steps outline the process of moving your IceWarp Server to a new server;

1. Backup your configuration
2. Backup all messages and databases
3. Install IceWarp on the new server
4. Restore your configuration on the new server
5. Retrieve your license for the new server
6. Restore all messages and databases on the new server

Before you start you should have the following information ready;

1. The location of all your Users mailbox folders
   • The global mail folder storage location is set in System > Storage > Directories > Mail path:
2. Your original purchase Order ID (License ID)
3. All database locations/backups as well as type (for example, SQLite, MySQL, MSSQL) 

STEP 1 - BACKUP YOUR CONFIGURATION

To backup your configuration use the Backup Settings option in the File menu; File > Backup Settings... . The conguration is packed into a ZIP archive.

The backup will create a backup of the servers configuration, user settings and domain settings. It will NOT backup databases or any other data.

WARNING : DO NOT save the Backup file into the \config folder. The backup is a compressed \config folder and it would cause a looping effect which would affect the mail servers functionality.

STEP 2 - BACKUP ALL MESSAGES AND DATABASES

All user folders and emails are stored in global default location specified in Storage > Directories > Mail path: . Some domains or users however may have different storage locations and this would be defined within the Domain's Option > Folder: or mailbox Options > Mailbox path: .

You should backup all of these folders.

Database Backup

Your system may be using a database for Accounts, GroupWare, Anti-Spam, Directory Cache, WebClient, Active Sync, Mail Log Analyzer and Anti-Spam Reports. You will need to know what type of database is being used and where it is stored. You can confirm the storage type and location for each of these modules from the management console;

• Accounts : System > Storage > Accounts > [DB Settings...]
• GroupWare : GroupWare > General > [DB Settings...]
• Anti-Spam : Anti-Spam > General > [DB Settings...]
• Anti-Spam Reports : Anti-Spam > Action > Reports > [DB Settings...]
• Directory Cache : System > Advanced > Directory Cache > [DB Settings...]
• WebClient : GroupWare > WebClient > [DB Settings...]
• Active Sync : GroupWare > ActiveSync > [DB Settings...]
• Mail Log Analyzer : Status > Log Analyzer > [DB Settings...]

Once you have confirmed the database storage type and location backup the databases as they must also be moved and restored to the new server.

STEP 3 - INSTALL ICEWARP ON THE NEW SERVER

Download and install onto your new server the latest version of IceWarp Server or download the same version of IceWarp as your current server if you are not upgrading the version.

STEP 4 - RESTORE YOUR CONFIGURATION ON THE NEW SERVER

Use the File > Restore settings... option to restore your configuration from the ZIP archive created in STEP 1.

You may get a License warning stating "Reference Key Mismatch" after you restore your configuration, do not worry as we will fix this in the next step.

STEP 5 - RETRIEVE YOUR LICENSE FOR THE NEW SERVER

Your new server should have internet access for you to complete the online license activation process.

Your new server installation will have a new server reference key (it is machine specific). You now need to reactivate your license on the new server. Have your order id ready and go to Help > License... > [Activate License...] . Enter your order id in the Order ID box and click [Activate License]

The online license activation process will remove all records of your old server and replace it with the new in IceWarp's central license management. If you receive any errors when trying to activate your license online please contact our Technical Support Department for assistance.

STEP 6 - RESTORE ALL MESSAGES AND DATABASES ON THE NEW SERVER

Copy the mail folders you backed-up in STEP 2 to the same directory on the new server. You can also copy the mail folders to a new directory but you would then need to update the global storage location setting in Storage > Directories > Mail path: .

Restore the databases you backed-up in STEP 2 to their same storage locations. If you are also using a central database server then install the necessary MySQL or ODBC drivers on the new server to re-establish the connection to the central database.

You are done! your server should now be fully migrated. There may still be some items that you would need to move from the old server to the new like 3rd party tools, websites, customisation's and logo files.

If you have any questions please contact our Support Department for assistance.

If you are using IceWarp Server Version 11.2.x or higher you can use the NEW IceWarp to IceWarp migration utility which can be found in System > Tools > Server Migration > IceWarp to IceWarp to completely automate the migration of your IceWarp Server, Configuration, Databases and Data from your current server to a new server.

Outlook Error Message - The UID of a message changed unexpectedly

CAUSE

The cause of this issue normally relates to an issue/inconsistency in generating mailbox notifications and having all clients receive them.

Errors like these can occur if the notification events of message deletion are not being sent to or received by all clients connected to the mailbox.

Specifically, at the same time as an IMAP user is accessing the mailbox one (or both) of the following occurs:

1. The mailbox is being accessed using other mail access protocols and are making changes to the mailbox (e.g. HTTPMail, web mail, POP). An archiving or system agent that changes the messages/content in the mailbox could also cause the issue. Note: If ALL users are using IMAP, this should not be an issue.
   
   
2. There is a problem whereby when an IMAP user is deleting messages the "notification messages" associated with deleting the message are not being received by other IMAP clients. This could be caused by any of the following:
   • A client firewall IMAP proxy software is intercepting the communications associated with IMAP and is not allowing the notifications to be received properly.
   • There is some other network constraint preventing these notifications from being received.
     
     
3. There is a bug in the IMAP client cache; and the IMAP client cache and its state does not match those on the server. The solution is to reconfigure the client IMAP support, hence having the cache regenerated. Note : There has been instances where Outlook's client cache can be out of sync with the server, potentially because of some sort of corruption

We understand that this kind of access is sensitive, and are best kept to a need-to-know basis. With this in mind, we will only require access to your systems where it is absolutely necessary.

We have taken every precaution to ensure that our systems which store access information are highly secure. However, there are additional precautions that we advise our customers to take before providing us with access credentials.

In all cases where we require access to your systems, we will make it clear to you exactly what access is needed, and why.

SUMMARY OF THIS ARTICLE

1. When providing an engineer with access to one of your systems, it is always best to change the password of the administrator/root/staff account being provided to a random temporary password while the issue is being investigated
2. Once your issue has been resolved, you should change the passwords of all provided accounts as soon as possible.
3. In all issues that require access to your systems, the engineer will make it clear to you exactly what he or she needs to access, and why.

ACCESS TO YOUR SYSTEMS

Depending on the task which needs to be performed, our engineer may require access to one of your systems. Where the system supports user account based access, we strongly advise that you change the password of administrator/root/staff account being provided to a random password for the duration of the issue investigation, with only the essential permissions to your systems.

1. Change the existing password of administrator/root/staff account to a random and complex password (minimum 8 characters long with at least 2 numbers and 2 uppercase characters)
2. Once your issue has been resolved, you should change the password as soon as possible.

Please note that we may require access to specific user accounts (such as your own) in order to diagnose user or account-specific problems. In this case, we advise that you change the account's password before providing us with the credentials, and change the account's password again after the issue has been resolved.

ACCESS TO OTHER SYSTEMS

An engineer may also require access to other systems; such as to your Firewall or Security Appliance when diagnosing problems, or direct access to your database in order to perform repairs.

When providing access to other systems, we advise you follow the procedures described in the Access To Your Systems section of this article.

FIREWALLS AND IP BASED AUTHENTICATION

If your systems use or are protected by IP address authentication (e.g. if you have a firewall), please let us know and we will provide you with the list of our office IP addresses to allow through.

IF YOU ARE UNABLE TO PROVIDE ACCESS DUE TO COMPANY NETWORK POLICY

If this is the case, please inform us and we will discuss the options with you (such as shared and supervised remote control). 

TEAMVIEWER

IceWarp's Teamviewer License enables us to connect only to Teamviewer 12.

If you are providing us with access to your server via Teamviewer then we would need the Teamviewer ID and Password. With Enhanced multi-user support enabled Teamviewer generates an individual ID for every user who connects to the server using Remote Desktop (RDP) by Microsoft as well as for the physical console. Therefore, parallel and individual work for each session is possible.

The Multi user mode Dialog displays two different IDs :

1. Server ID : TeamViewer ID of the console of the server operating system (as if one were physically sitting in front of the server)
2. User ID : TeamViewer ID of the user logged into this server using RDP

Server ID
Enables us to access your server in an unattended session. This means you do not need to be logged into your server at the same time. For us to access your server in "Server ID" mode you must provide us with :

• Your Teamviewer Server ID and Teamviewer Personal Password
• Your Windows Administrative User Login ID and Password

User ID
Enables us to login to your active session. In this mode you must login to your server first and while we are connected you cannot log out, close or minimize the window (if you are logged in via RDP) as it will lock the remote Teamviewer screen and we will no longer have visibility of your desktop or control of your keyboard or mouse. For us to access your server in "Used ID" mode you only need to provide us with :

• Your Teamviewer User ID and Teamviewer Password

You should still use the Queue Monitor script to monitor the outgoing queues and notify you IMMEDIATELY by email and or SMS in the event of a possible attack.

1. Implement and enforce a password policy within IceWarp where passwords cannot contain the username or alias and should be at least 8 characters long, contain 2 UPPERCASE and 2 Numbers.
   • Domains & Accounts > Policies > Password Policy > Password Format
2. Enforce regular password changes, some users may find this annoying so changing passwords every 6 months should be sufficient.
   • Domains & Accounts > Policies > Password Policy > Password Expiration
3. Enforce SMTP Authentication even for local users
   • Mail > Security > General > Reject if originator's domain is local and not authorized
4. Only allow relay if the domain is local
   • Mail > Security > Advanced > Relay only if originator's domain is local
   • Mail > Security > Advanced > Reject if SMTP AUTH different from sender
5. Enable and use the integrated IPS for SMTP
   • Mail > Security > Intrusion Prevention
6. Purchase an SSL Certificate and make sure everyone uses https when logging into WebClient and SSL ports if using an email client (995,993,465)
7. Remind users NOT to use the same password for their email and other internet accounts. For example do not use the same password for Gmail, Facebook etc.
8. Setup and use our FREE Queue Monitor Script that will notify you by email and or SMS in the event of a possible attack

SLA's ensure peace of mind when dealing with an ever changing environment where issues can arise suddenly and without notice.  Your monthly cost for an SLA is a solid figure that you can then plan future growth around, allowing for a more stable environment and IT budget. You also have the peace of mind of knowing that you have guaranteed response time, dedicated support, and a wealth of certified, knowledgeable staff to keep your IT infrastructure running the way that it should. This same staff is available to plan for future growth and ensure that industry best practices are in place to keep your business moving forward.

An SLA from IceWarp Asia-Pacific is structured to ensure that you get the most out of your investment. You can choose from our available comprehensive plans or if you have specific needs we will work with you to tailor the agreement so that it's benefit and effectiveness is maximized for your business and budget. The end result of having an SLA in place is to drive future growth for your business and to ensure that the safety and security of your IT infrastructure is one thing you won't have to worry about.

In these difficult economic times it can be hard to plan for IT growth while managing the day to day issues that arise from working in a technology heavy environment.  An SLA eases this burden, allowing to focus on moving your business forward, now and into the future.

Clients with SLA's enjoy guaranteed response times and priority service. If you would like to sign-up, request a quote or would like to more information on our SLA's please email IceWarp Singapore Sales Department

The rebuild process runs as a low priority task and depending on the size and performance of your database server and storage the rebuild of the Directory Cache can take anywhere from a few minutes to a few hours to complete.

How Can I Stop a Running Directory Cache Rebuild Process (Wave Process)

Although highly unlikely situations may arise where you would need to stop the Directory Cache Rebuild process. Please follow the steps outlined below to terminate the rebuild process;

1. Stop your IceWarp Control Service and wait for the service indicated to turn RED
2. Determine the location of your Directory Cache database. This is set in System > Advanced > Directory Cache > [DB Settings...]
3. Use an SQL Manager or the IceWarp built-in SQL Manager in File > SQL manager... to connect to the Directory Cache database
4. Delete ALL records from the DirectoryCacheJournal and the DirectoryCacheSchedule tables;
   • DELETE FROM DirectoryCacheJournal
   • DELETE FROM DirectoryCacheSchedule
5. Delete all the files from your \IceWarp_Install_Folder\php\temp\
6. Start your IceWarp Control Service and wait for the service indicator to turn GREEN . The Directoy Cache rebuild (Wave Process) should now be stopped.