The OXtender 2 SupportTool is an application designed for administrators or technical support engineers to easily access relevant debug information and configuration settings. Additionally, it allows the re-creation of the OXtender 2 service in a Windows Mail profile to enforce some kind of slow-sync functionality.
The SupportTool is located in the OXtender 2 installation directory, by default this is C:\Program Files (x86)\Open-Xchange\Oxtender 2\ for the 32 Bit version in 64 Bit Windows (e.g. Windows 7 x64 with Office 2010 x86) or C:\Program Files\Open-Xchange\Oxtender 2\ for 32 Bit Windows (e.g. Windows XP with Office 2003) or for the 64 Bit version in 64 Bit Windows (e.g. Windows 7 x64 with Office 2010 x64).
Outlook is started with a Windows mail profile that contains one or more (e-mail) accounts ("MAPI Services"). e.g. IMAP, POP3, MS Exchange, OXtender2. There may also be additional storage files (also "MAPI Services"), e.g. an "Archive.pst" personal storage file. Each account or storage file in a profile results in a new root node in the folder tree in Outlook, e.g. "Personal Folders". Mail profiles can be added, edited or removed in the Windows Control Panel / Mail.
One of those services is the OXtender 2 service that is used to synchronize data with the Open-Xchange server. It uses a local offline cache to store the synchronized data on the client. This local cache is located by default in the folder C:\Users\<USERNAME>\AppData\Local\OXSTORE2\ (%LOCALAPPDATA%\OXSTORE2\, Windows Vista and above) or C:\Dokumente und Einstellungen\<USERNAME>\Lokale Einstellungen\Anwendungsdaten\OXSTORE2 (Windows XP). For each configured OX account, there is one local cache- and database file (.odb / .psz). The cache files are associated with the Open-Xchange account (Server-URL / Username), meaning that multiple mail profiles using an OXtender 2 service with the same OX account will share the same local cache files.
When the client has unrecoverable synchronization errors, it might help to delete and re-create the OXtender 2 service in the affected mail profile, and start a "clean" synchronization fetching all data from the OX server again. Examples for such errors are:
Deleting and recreating an OXtender 2 service will lead to all local data being permanently deleted on the client before the server-data is synchronized back, so it's important to ensure that all local data that is not yet synchronized to the OX server is backed up before, e.g. unsent mails or other data that has not been synchronized to the server before. This may be done using Outlook's internal export functionality for example.
After backing up all relevant data, one should check which Windows mail profiles contain references to the affected Oxtender 2 service that should be recreated. If there is only one single mail profile configured in Windows, this step can be skipped of course. Otherwise, it's recommended to check each of the mail profiles under Windows control panel / Mail for occurances of the same OXtender 2 service. Additionally, information about how many profiles share the same local cache data is logged by the MAPI provider service on startup and may be found in one of the logfiles starting with oxtstore_ in the directory. When there are multiple mail profiles that point to the same OX account, it's important to remove those duplicate service references manually first, either by removing the service from those profiles or by removing those profiles completely.
After verifying that only one mail profile uses the OXtender 2 service that should be re-created, the SupportTool can be started. The profile- and service releated options are located on the last tab page titled "Profiles". In the dropdown combobox in the upper area, all profiles that contain OXtender 2 services are listed. To re-create a serivce, the corresponding mail profile must be selected first. The service recreation procedure starts after clicking the button "Recreate service".
Upon service recreation, the SupportTool tries to terminate Windows applications that may still access the Mail profile. However, it's recommended to shutdown those applications, e.g. Outlook or the Windows SearchProtocolHost, manually before continuing to avoid data loss.
During service recreation, various information about the Oxtender 2 service and the used local cache files (see above) are displayed in the log output. If service recreation finishes successfully, a success message is displayed, and the local cache files used by this profile should no longer exist, since all local data is removed during that procedure. This can be verified in the log output of the SupportTool ("* Listing cache file information...", before and after recreation of the service), or by checking the corresponding directory in the Windows explorer manually.
If profile re-creation fails, most likely there are two issues that prevented the service recreation to complete successfully. The SupportTool then displays a message like: "Service 'OXSTOR_SVC' recreated in profile '<PROFILENAME>', but there were warnings regarding existing cache file references. Please review the logs. If you recreated the service due to synchronization issues, they might continue as the cache may be still in use. In this case, please try to remove all other service references to this account first, then try again.". Similar messages may be found in the log output, too. In this case, one should ensure again very carefully if multiple mail profiles are pointing to the same OX service as described above. If there were problems because other applications accessed the mail profile during the process, it might be necessary to logoff and logon again on Windows, then try again.
As an alternative, a similar result can be achieved by removing all mail profiles that point to the Open-Xchange account manually using Windows Control Panel / Mail, and then create a new Mail Profile with an OXtender 2 service afterwards as described in the OXtender 2 manual.