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Presentation on theme: "Title of Slide here. Subtitle copy here...Sed ut perspiciatis unde omnis iste natus error sit. Nemo enim ipsam voluptatem quia voluptas sit aspernatur."— Presentation transcript:

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4 Title of Slide here. Subtitle copy here...Sed ut perspiciatis unde omnis iste natus error sit. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Sed ut perspiciatis unde omnis iste natus error sit. voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo.

5 Slide Title Here... Headline 1 here…Headline 2 here… Sed ut perspiciatis unde omnis iste natus error sit. voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt.

6 Sed ut perspiciatis unde omnis iste natus error sit. voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Title of Presentation

7 Title of Slide here. Subtitle copy here...Sed ut prrspiciatis Subtitle copy here...Sed voluptas sed quaia ut perspiciatis Subtitle copy here...Sed voluptas sed quaia ut perspiciatis Subtitle copy here...Sed voluptas sed quaia ut perspiciatis Subtitle copy here...Sed voluptas sed quaia ut perspiciatis Subtitle copy here...Sed voluptas sed quaia ut perspiciatis

8 Title of Slide here. Subtitle copy here...Sed ut perspiciatis unde omnis iste natus error sit. Sed ut perspiciatis unde omnis iste natus error sit. voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Sed ut perspiciatis unde omnis iste natus error sit. voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo.

9 ICONS

10 The art of troubleshooting Office 365 Agenda: Tool review Top Issue Review Resources

11 Troubleshooting Tools There are numerous troubleshooting tools you can use depending on the issue and product Knowing what tools to use and when will help you more quickly diagnose the issue The more information gathered will help drive traction with any escalation to Microsoft support.

12 Tools Matrix TechnologyTool Office 365 PlatformAdmin center –various tools Office 365 DIY Troubleshooter (Demo) Exchange OnlineExchange admin center –various tools Remote Connectivity Analyzer (Demo) SharePoint OnlineSharePoint Admin Center Lync OnlineLync Admin Center - various tools Remote Connectivity Analyzer Transport Reliability IP Probe tool

13 Office 365 DIY troubleshooter Self-diagnosis tool, which any customer or user can run Contextual options based on the previous answer provided Links to articles to resolve the most common issues Demo

14 Remote Connectivity Analyzer Web-based tool that can help diagnose any connectivity issues. In addition, RCA website offers tests for Microsoft Exchange ActiveSync, Exchange Web Services, Microsoft Office Outlook, Free/Busy, and Internet . Demo

15 Top Issue Review #1 Troubleshooting Mail flow The first step in knowing how to troubleshoot mail delivery issues is to understand how mail flows. The path of mail flow will differ depending on whether the environment is an Office 365 (Cloud Only) user connection or a coexistence environment between on- premises and Exchange Online.

16 Mail Flow Review Sending and receiving involves many parts: − The end-user’s computer and settings − Rules and Compliance − The SMTP servers that receive and queue up the for relay to the recipient’s domain server − The DNS lookup for the recipient’s inbound mail server − The spam filter − The recipient’s domain servers − The recipient’s address When troubleshooting , all of these factors must be taken into consideration to diagnose the issue. Exchange provides help in the form of non-delivery reports (NDRs)

17 Mail Flow Topology

18 Message Traces Message Traces are generated by Administrators in EAC > Mail Flow > Message trace Provide intimate detail on where a message is up to from Exchange Online point of view Supports searching using any arbitrary address (inbound or outbound) Provides all recorded instances of inbound or outbound that has been exposed to Exchange Online transport pipeline

19 Message Trace Example 6/21/2013 3:18:54 AMFAILThe message was not delivered.

20 Top Issue Review #2 Mail delivery issues What Is an NDR? An NDR is an message returned to the sender to notify the sender that the mail did not reach the recipient. NDRs are generated either by the SMTP server on the sender’s side or the Exchange Server on the receiver’s side, depending on the issue. Not all servers use the same NDR formats Not all scenarios produce NDRs “Smoking Gun” of diagnostic information for failed delivery

21 NDR Diagnostic Evaluation  Diagnostic information should be read from bottom to top.  The significant information that is included is as follows:  Generating server: the server that sends the NDR  Enhanced Status Code: the code that defines the reason for the error and points to possible causes  Time between servers, known as Hop delays, that may signal latency or connectivity issues  The message on the next slide shows the following: The message was sent on April 6, at 10:23:36 (EDT), and the NDR was returned on April 6, at 14:24:35 (PDT) or 10:24:25 EDT, for a total time of 49 seconds.

22 Diagnostic Info Example  Diagnostic information for administrators:  Generating server: contoso.com   cdptpa-contoso.mail.com # Invalid mailbox: ## The message was sent on April 6, at 10:23:36 (EDT), and the NDR was returned on April 6, at 14:24:35 (PDT) or 10:24:25 EDT, for a total time of 49 seconds.

23 User Information Example NDR User information gives feedback to the sender that the was not delivered. In some instances, it gives the reason so that the sender can modify the outgoing . _____________________________________________ Delivery has failed to these recipients or distribution lists: The recipient's address was not found in the recipient's system. Microsoft Exchange will not try to redeliver this message for you. Please check the address and try resending this message, or provide the following diagnostic text to your system administrator. The following organization rejected your message: contoso.mail.com. Sent by Microsoft Exchange Server 2010 SP1 ________________________________________________

24 What Do Error Codes Mean? Error codes that indicate a persistent transient failure begin with a 4. Error codes that indicate a permanent failure begin with a 5. Some common error codes are as follows: Issues on the sender side:  5.1.1: Bad destination. This typically occurs when the sender misspells the recipient’s address or uses the auto-complete function after an address has changed.  5.2.3: Message too large. The outgoing message, usually because of attachments, exceeds the limit set by the Exchange administrator. Domain server issues:  5.0.0: HELO/EHLO requires a domain address. SMTP commands are sent back and forth between the sending and receiving server. When the sending server does not receive a response, this error code is generated. Issues on the receiver side:  5.2.2: Mailbox full–recipient has exceeded the storage quota.

25 Delivery Reports Delivery Report for Submitted 19/06/ :23 AM The message was submitted. Transferred 19/06/ :23 AM The message was successfully handed off to a different system. This is as far as we can track it. sent to another mail system Delivery Report for Submitted 19/06/ :29 AM The message was submitted. Pending 19/06/ :32 AM This message is traveling normally. For an update, check back in a few minutes. Sent but no MX Record for destination* Pending 19/06/ :46 PM Message delivery is taking longer than expected. There may be system delays. For more information, contact your helpdesk. Sent but no MX Record – two hours later Delivery Report for Amy Alberts Submitted 19/06/ :33 AM The message was submitted. Delivered 19/06/ :33 AM The message was successfully delivered. sent internally and verified received Failed 6/21/ :32 AM The message couldn't be delivered. Sent but no MX Record – two days later An NDR will be returned by the internal Exchange service at this stage. All Exchange can report is that the message is out side of its reporting boundary since it is now the processing responsibility of the other mail system. NDRs, if any, will have to be returned by the other mail system. Since the recipient is internally handled by the same mail system. Delivery can be confirmed. Message stays in pipeline and retries for 48 hours * This scenario applies in many circumstances where the destination mail server is unresponsive. Service acknowledges delay

26 Message Trace & Delivery Reports  Message Traces are generated by Administrators in: > EAC > mail Flow > message trace for any user  Delivery Reports can be generated by end users using: > OWA > options > organize > delivery reports for only their respective mailboxes  Delivery Reports can be generated by Administrators using: > EAC > mail flow > delivery reports for any user Message TraceDelivery Report Accessed byAdministrators onlyAdmins and Users Search ScopeAny arbitrary addressOnly existing mailboxes Detail LevelPipeline Events and Server information Summary of when sent and final outcome if available Best used byAdministratorsUsers Main use scenarioDiagnostics and TroubleshootingBusiness agenda / policy - confirming delivery * Some features dependent on SKU

27 Top Issue Review #3 Fix connection problems Common causes of connection problems DNS records for your organization aren’t set up. DNS records for your organization need to be changed. Outlook profiles are set up to use a specific server name instead of using Autodiscover. Unsupported version of Outlook.

28 Troubleshooting domains ScenarioTroubleshooting steps Problems with domain verification 1.Make sure TXT or MX record is entered correctly. Wait up to 72 hours for replication of TXT or MX record update. For a list of online tools that help with troubleshooting DNS propagation, click 2.Use tools such as nslookup or network-tools.com to verify entries. Unable to verify domain 1.Check whether the domain already exists in Office Check whether part of the domain may be blacklisted. Unable to remove domain1.Make sure that MSO ID does not use the domain. 2.Make sure that the addresses do not use the domain. 3.Make sure that the sub-domains of the domain do not exist. Problems with DNS settings, for example, MX, Autodiscover, or Lync Autodiscover. 1.Wait up to 72 hours. 2.Use tools such as nslookup or network-tools.com to verify entries are added correctly.

29 Required DNS records ServiceRequired DNS records Purpose Exchange OnlineMX recordConfigures routing. Exchange OnlineCNAME recordAutodiscover record that is used to help users easily set up a connection between Exchange Online and the user's Outlook desktop client or a mobile client. Exchange OnlineTXT/SPF recordSpecifies that outlook.com, the domain that is used by the Office 365 mail servers, is authorized to send mail on behalf of your domain. Create this SPF record to help prevent your outgoing mail from being flagged as spam. Lync OnlineSRV recordHelps enable federation with other instant messaging services, such as Windows Live or Yahoo! Lync OnlineCNAME recordAutodiscover record that is used to help users easily set up a connection between the Lync desktop client and Microsoft Lync Online. Lync OnlineCNAME recordAutodiscover record that is used to help users easily set up a connection between the Lync mobile client and Lync Online. SharePoint OnlineA recordRoutes traffic to your public-facing SharePoint Online website. SharePoint OnlineCNAME recordRoutes traffic to your public-facing SharePoint Online website.

30 Top Issue Review #4 Delete or Restore User Mailboxes

31 Delete or Restore User Mailboxes Can be deleted by: Deleting the user account Removing the Exchange Online License from a user Running the Remov box cmdlet in PowerShell Exchange Online Retains the contents for 30 days, after this time the mailbox is permanently deleted and NOT recoverable Mailboxes can be recovered (no data lost) within the 30 day retention period Using Office 365 admin center (Deleted users section) Or reattaching license if license was removed

32 Top Issue Review #5 Troubleshooting Size limit Issues Exchange Online enforces message and recipient limits for sending and receiving messages SharePoint Online Storage and Other Limits No charge for storage until the need for more than the current licenses provide

33 Size Limits The limits applied to an Office 365 tenant may differ depending on how long the domain has been enrolled in the service. When a limit is changed in the Microsoft datacenters, it can take some time to apply the change to all existing tenants. You can't modify most of these limits, but you and your users should be aware of them. These limits apply to both internal and external recipients.  LimitValue Message size limit25 MB File attachments limit125 attachments Subject length limit255 characters Recipient limit (in single )500 recipients Message Rate Limit30 messages per minute Recipient Rate limit10,000 recipients per 24 hours Forward Limit (applies to rules)10 recipients. Nothing forwarded if exceeded. Deleted ItemsItems removed from Deleted items Junk folder 30 days14 days30 days Retention Limits Message Limits

34 SharePoint Online Storage Limits SharePoint Online – Storage & Other Limits −Tenant Storage Quota Limit Increase – up to 25 (TB) Terabytes −One Public-Facing Site per tenancy – 5Gb −Site Collections – 300 Team Site Collections −UP to 100GB (Gigabytes) Per Site Collection The Service Description contains a list of supported vs. unsupported features. ** A key item to note is the My Sites allocation of 500MB per user, which does not count towards the 25TB storage pool limit. **OneDrive has a 1GB storage per user – Unmanaged

35 Troubleshooting OneDrive IssueDetails Credentials required Some circumstances may require you to re-enter your log-in credentials for a library you’re syncing on your computer. When a library requires your credentials, an exclamation point icon overlays the OneDrive for Business icon in your system tray We can’t sync this library because it’s too large OneDrive for Business can sync up to 20,000 items in the OneDrive for Business library, including folders and files. For other libraries, such as libraries on team sites, OneDrive for Business can sync up to 5000 items, including folders and files. This library isn’t available offline Options set for this library by your administrator prohibit users from syncing it to a local computer. For more information, see your SharePoint administrator. This site isn’t available offline This library is hosted on a SharePoint site that prohibits syncing libraries to a local computer. For more information, see your SharePoint administrator.

36 Resources O365 Community O365 Product Blog Office Configuration Analyzer Tool (OffCAT)

37 O365 Community Deliver a vibrant community experience that enables our customers and partners to efficiently find information, and receive best-in-class support. O365 Community Forums Wiki DIY Blogs Self help tool to help customers walk through issues and identify solution assets DIY - Troubleshooter Knowledge based articles on specific support topics Wikis Community Manager blogs on timely and relevant topics Blogs Logged in Customers can post questions, Anonymous users can view questions Forums Searching within the Community displays ranked and rated help content from various MS properties including: Office.com & O365 Community in an easily consumable format *Search

38 Office 365 team blog Latest news, tips and videos from the Office 365 team at Microsoft Useful information and case studies which can be used for internal and customer purposes og/

39 Office Configuration Analyzer Tool (OffCAT)

40 Office 365 Product Pages Useful FAQ and product information Not specific, but a good place to get high- level information on the different plans etc.

41 TechNet De facto source for technical product information Should be one of the first resources you refer to for technical product information Service descriptions the “bible” of Office 365


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