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Knowledgebase: RealTime Service
KB0151 - Connection to Exchange Online is lost and RealTime Service needs to re-subscribe to Exchange

 

Environments

The described symptoms may appear:

1) If RealTime Service is deployed outside company firewalls and RealTime Service accesses Exchange Online or Exchange on premise

2) If RealTime Service is deployed on premise and RealTime Service accesses Exchange Online

 

Symptom

RealTime Service cannot connect to Exchange and needs to re-subscribe to Exchange.

You can see the RealTime Service error messages in the following figures:

Figure 1 - Subscription to Exchange is lost

Figure 2 – Re-subscribing to Exchange

 

Cause

RealTime Service stopped receiving pings from Exchange and needed to re-subscribe.

 

Work around

To work around the Exchange re-subscription issue, you can increase the “Use custom timeout” setting in the RTM management interface.

Figure 3 – Use custom timeout option

 

Properties

Applies to: All versions of RTS before RTS 6.3.22.0

Fixed in: RTS 6.3.22.0

Reference: TFS #27226

Knowledge base ID: 0151

Last updated: Feb 23, 2016