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Last update: . Author: Cyril LEROY .

Exchange 2010 CAS Role Checks Fail with Error: Failed to Find the Mailbox

This error occurs because GSX Monitor is not configured properly as the account used to validate user connectivity and scan the CAS is not available in your Exchange organization. This article explains how to configure the CAS test account in the server scanning configuration to avoid this issue.

Microsoft Exchange 2010/2013


  • The Exchange CAS led may be displayed in red, also affecting the CAS Array associated to this server.
  • The information tooltip is displaying an error for selected protocols (either Active Sync, POP3, IMAP, OWA or Outlook) in the server scanning configuration:
    • [Protocol name] Failed to find the mailbox. 

How to Solve the Issue

GSX Monitor relies on PowerShell tests run at the server level to validate user connectivity via a specific protocol. By default, the dedicated diagnostic account "extest_yourActiveDirectoryGUID" is used to validate protocol availability. For the CAS Role tests to work as designed, you have to manually create the required diagnostic account, as it is usually not enabled by default in Exchange environments:

  1. Connect remotely to an Exchange Server hosting the Mailbox role (the user account must be member of the "Organization Management" group).
  2. Open Exchange Management Shell.
  3. Locate and enter into the Exchange scripts folder (ie: cd C:\Program Files\Microsoft\Exchange Server\V15\Scripts)
  4. Execute New-TestCasConnectivityUser.ps1 (ie: .\New-TestCasConnectivityUser.ps1)

Possible workaround

If for any reason you cannot use the"extest_yourActiveDirectoryGUID" default diagnostic account, from version 10.3, GSX Monitor also allows to use a regular user mailbox to perform CAS Protocols related checks. In the CAS Role configuration, simply select the "Use specific mailbox" option:

We highly recommend to use a dedicated account for GSX Monitor scanning.

To avoid conflicts with other tools running PowerShell tests, use the "extest_yourActiveDirectoryGUID" diagnostic account or create a standard user mailbox, without any special admin rights, dedicated to this purpose.

Microsoft Related Technote

Please find more information on how to Create Test Mailboxes for Synthetic Transaction Tests directly from Microsoft.

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