Jude's Blog

Exchange ECP Empty Results Issue in Internet Explorer

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When it comes to browser compatibility issues, it’s always about non-Microsoft browsers having issues with Exchange Servers. But in this particular case, the issue was vise-versa.

This was an Exchange 2013 environment, and the administrator reported that while using the ECP in Internet Explorer he was unable to view any data within sub windows and the links within were not clickable. However, when using Google Chrome or FireFox, this was not a problem.

The above image is what you get when you open a Recipient mailbox in ECP. As you can see, the values are all empty and I cannot click any of the action items on left side.

Now let’s see what type of an approach you should take in a scenario like this.

  • Check with multiple Internet Explorer versions/users. Plus clear your cache and cookies as well.
  • Check with compatibility mode on IE.
  • Check if the issue is for both internal and external users. Why I’m saying this is that in most of the cases your Exchange Servers may be placed behind many layers such as proxy, load balancers etc. So, we need to narrow this down to internal or external.
  • Check if the issue is for a single server only. Go to your exchange server, open Internet Explorer and check your ECP using localhost FQDN. By this, we can see if the issue is only for one Exchange Server or multiple servers.
  • Now that you have figured out where and which servers are affected, it’s time to refresh your IIS cache. We do this because that’s the first point where all web connections hit to. And I’ve seen that in most client connectivity issues, doing a simple refresh or may be a reset on IIS fixes the issue. Resetting IIS would be the last resort as it would drop all connections and users will not be able to connect until the service starts which can take some time.

Below are the steps that worked for me;

  1. Open IIS Manager and navigate to Application
    Pools.
  2. Under the list of pools, you can see the MSExchangeECPAppPool. This is responsible for ECP connections and we can easily refresh the cache.
  3. Right click the MSExchangeECPAppPool and click Recycle.

  4. Now IIS will refresh your specific app pool.
  5. Login back to the ECP and check if the issue is sorted.
  6. In my case, it was working again.

Written by judeperera

October 28, 2019 at 1:24 pm

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