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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 Technology Tool Office 365 Platform
Admin center –various tools
Office 365 DIY Troubleshooter (Demo)
Exchange Online
Exchange admin center –various tools
Remote Connectivity Analyzer (Demo)
SharePoint Online
SharePoint Admin Center
Lync Online
Lync 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.
#1 Troubleshooting Mail flow

16. Mail Flow Review Sending and receiving email 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
Instructor: Keep at a high level, this will be discussed in more depth later in this section.
Comes directly to us
Through 3rd party spam filter
Or hybrid through your on premise

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
Message Trace is a part of Exchange Online Protection (EOP).

19. Message Trace Example
6/21/2013 3:18:54 AM FAIL The message was not delivered.
Two days later the outcome was: “6/21/2013 3:18:54 AM FAIL The message was not delivered. “ and an NDR was generated and returned to the sender.

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
#2 Mail delivery issues
Common causes of connection problems
DNS records for your organization aren’t set up. An MX record is required to receive . A CNAME Autodiscover record is required to allow connections through Outlook. An SPF record lets other organizations know your came from a trusted source.
DNS records for your organization need to be changed. If your organization was recently migrated or received a service update, you may need to update your DNS records.
Outlook profiles are set up to use a specific server name instead of using Autodiscover. We need to be able to move mailboxes around for datacenter maintenance and service updates, so use of Autodiscover is required by your organization to make sure we don’t break things for you.
Unsupported version of Outlook. The version of Outlook that you are using has to meet Office 365 requirements and should also have all of the latest updates applied. We recommend using Windows Update so that your version of Outlook always has the latest software updates.

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.
Diagnostic Information for Administrators Section
The Diagnostic information for administrators section contains more detailed information about the specific error that occurred during delivery of the message, the server that generated the NDR, and the server that rejected the message. The following fields are present in most NDRs and are visible in the "NDR sections" figure earlier in this topic:
Generating server   The generating server is the Exchange 2007 server that created the NDR. The generating server takes the enhanced status code that is explained later in this topic. This code creates an easy-to-read NDR. If no remote server is listed below the address of the sender later in the Diagnostic information for administrators section, the generating server is also the server that rejected the original message. If message delivery fails when the message is sent to another recipient in the same Exchange 2007 organization, the same server typically rejects the original message and generates the NDR.
Rejected recipient   The rejected recipient is the address of the recipient to which delivery of the original message failed. If delivery to more than one recipient has failed, the address for each recipient is listed here. The rejected recipient field also contains the following sub-fields for each address listed:
Remote server   The remote server field contains the FQDN of the server that rejects delivery of the message during the Simple Mail Transfer Protocol (SMTP) conversation. The remote server field is only populated when delivery has been attempted to a remote server, and that delivery attempt has been rejected before the receiving server successfully acknowledges the message after the message body is sent. If the original message is successfully acknowledged by the receiving server and is then rejected because of content restrictions, for example, the remote server field is not populated.
Enhanced status code   The enhanced status code is the code returned by the server that rejected the original message. The enhanced status code indicates why the original message was rejected. The enhanced status code is not rewritten by Exchange 2007 but is used to determine what text to display in the user information section. The enhanced status codes you're most likely to encounter are listed in "Common Enhanced Status Codes" later in this topic. For a detailed list of enhanced status codes, see RFC 3463.
SMTP response   The SMTP response is the machine readable text returned by the server that rejected the original message. The SMTP response typically contains a short string that provides an explanation of the enhanced status code that is also returned. The SMTP response is not rewritten by Exchange And this response is always presented in US-ASCII.
Original message headers   The original message headers section contains the message headers of the rejected message. These headers can provide useful diagnostic information, such as information that can help you determine the path that the message took before it was rejected or whether the To field matches the address that is specified in the rejected recipient field.

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
________________________________________________
User Information Section
The user information section of an NDR generated by Exchange 2007 contains information that you want to communicate to an end-user who has sent a message that is later returned with an NDR. The text that is displayed in this section is inserted by the computer that is running Exchange 2007 that generated the NDR.
The text in the user information section is designed to help the end-user determine why the message was rejected and how to resend the message successfully if the message should be resent. When applicable, the fully qualified domain name (FQDN) of the server that rejected the message is included in the user information section.
If delivery fails to more than one recipient, the address of each recipient is listed and the reason for the failure is included in the space below the recipient's address.

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 Email sent to another mail system
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
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*
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
19/06/ :33 AM
Delivered
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
Accessed by
Administrators only
Admins and Users
Search Scope
Any arbitrary address
Only existing mailboxes
Detail Level
Pipeline Events and Server information
Summary of when sent and final outcome if available
Best used by
Administrators
Users
Main use scenario
Diagnostics and Troubleshooting
Business agenda / policy - confirming delivery
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
It is often useful for administrators to use Delivery Reports for diagnosis in circumstances where the user is able to provide the report, since users will have access to this functionality.
* Some features dependent on SKU

27. Top Issue Review #3 Fix email 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.
#3 Fix connection problems
Common causes of connection problems
DNS records for your organization aren’t set up. An MX record is required to receive . A CNAME Autodiscover record is required to allow connections through Outlook. An SPF record lets other organizations know your came from a trusted source.
DNS records for your organization need to be changed. If your organization was recently migrated or received a service update, you may need to update your DNS records.
Outlook profiles are set up to use a specific server name instead of using Autodiscover. We need to be able to move mailboxes around for datacenter maintenance and service updates, so use of Autodiscover is required by your organization to make sure we don’t break things for you.
Unsupported version of Outlook. The version of Outlook that you are using has to meet Office 365 requirements and should also have all of the latest updates applied. We recommend using Windows Update so that your version of Outlook always has the latest software updates.

28. Troubleshooting domains
Scenario
Troubleshooting steps
Problems with domain verification
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
Use tools such as nslookup or network-tools.com to verify entries.
Unable to verify domain
Check whether the domain already exists in Office 365.
Check whether part of the domain may be blacklisted.
Unable to remove domain
Make sure that MSO ID does not use the domain.
Make sure that the addresses do not use the domain.
Make sure that the sub-domains of the domain do not exist.
Problems with DNS settings, for example, MX, Autodiscover, or Lync Autodiscover.
Wait up to 72 hours.
Use tools such as nslookup or network-tools.com to verify entries are added correctly.

29. Required DNS records Service Required DNS records Purpose
Exchange Online
MX record
Configures routing.
CNAME record
Autodiscover 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.
TXT/SPF record
Specifies 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 Online
SRV record
Helps enable federation with other instant messaging services, such as Windows Live or Yahoo!
Autodiscover record that is used to help users easily set up a connection between the Lync desktop client and Microsoft Lync Online.
Autodiscover record that is used to help users easily set up a connection between the Lync mobile client and Lync Online.
SharePoint Online
A record
Routes traffic to your public-facing SharePoint Online website.

30. Top Issue Review #4 Delete or Restore User Mailboxes
Common causes of connection problems
DNS records for your organization aren’t set up. An MX record is required to receive . A CNAME Autodiscover record is required to allow connections through Outlook. An SPF record lets other organizations know your came from a trusted source.
DNS records for your organization need to be changed. If your organization was recently migrated or received a service update, you may need to update your DNS records.
Outlook profiles are set up to use a specific server name instead of using Autodiscover. We need to be able to move mailboxes around for datacenter maintenance and service updates, so use of Autodiscover is required by your organization to make sure we don’t break things for you.
Unsupported version of Outlook. The version of Outlook that you are using has to meet Office 365 requirements and should also have all of the latest updates applied. We recommend using Windows Update so that your version of Outlook always has the latest software updates.

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
You can delete Exchange Online mailboxes by deleting the corresponding Office 365 user account, removing the Exchange Online license, or by running the Remov box cmdlet in the Shell. You can't use the EAC to delete a mailbox. When a mailbox is deleted, Exchange Online retains its contents for 30 days, by default. After 30 days, the mailbox is permanently deleted and is not recoverable.
You can recover a deleted mailbox within the retention period by using the Office 365 admin center to recover the corresponding Office 365 user account. If the mailbox was deleted by removing the Exchange Online license, it can be restored within the retention period by reassigning the license to the corresponding user account. A recovered mailbox contains all the data stored in it at the time it was deleted.
If you need to delete a mailbox, but preserve the mailbox contents indefinitely, you can enable an inactive mailbox. To do this, you have place the mailbox on In-Place Hold before you delete it. For more information, see Manage Inactive Mailboxes in Exchange Online.
Note: Before an inactive mailbox can be enabled, the mailbox must be assigned an Exchange Online (Plan 2) license or have an Exchange Online Archiving subscription so that an In-Place Hold can be placed on the mailbox before it's deleted.

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
#5 Troubleshooting Size limit Issues
Common causes of connection problems
DNS records for your organization aren’t set up. An MX record is required to receive . A CNAME Autodiscover record is required to allow connections through Outlook. An SPF record lets other organizations know your came from a trusted source.
DNS records for your organization need to be changed. If your organization was recently migrated or received a service update, you may need to update your DNS records.
Outlook profiles are set up to use a specific server name instead of using Autodiscover. We need to be able to move mailboxes around for datacenter maintenance and service updates, so use of Autodiscover is required by your organization to make sure we don’t break things for you.
Unsupported version of Outlook. The version of Outlook that you are using has to meet Office 365 requirements and should also have all of the latest updates applied. We recommend using Windows Update so that your version of Outlook always has the latest software updates.

33. Items removed from Deleted items
Message Limits
Size Limits
Limit
Value
Message size limit
25 MB
File attachments limit
125 attachments
Subject length limit
255 characters
Recipient limit (in single )
500 recipients
Message Rate Limit
30 messages per minute
Recipient Rate limit
10,000 recipients per 24 hours
Forward Limit (applies to rules)
10 recipients. Nothing forwarded if exceeded.
Retention Limits
Deleted Items
Items removed from Deleted items
Junk folder
30 days
14 days
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. 

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.
For SharePoint one additional key consideration is around the maximum storage allocation a tenant/company can have.   That ceiling is 25TB (Terabytes). 
A key item to note is the My Sites allocation of 500MB per user, which does not count towards the 25TB storage pool limit. 
Customers do not pay for storage until they need more than their licenses provide.  To calculate how much storage is actually allocated to a customer on initial provisioning, and to determine at what point a customer will have to purchase additional storage, the following equation should be used: 
10GB+(500MB*E1/A1-E4/A4 seats purchased).  For a 10,000 seat customer, they would get 5TB of pooled storage upon initial provisioning.  If they need more for team sites, etc., they could buy up to 20TB more of storage at $.0.20/GB/Month (which puts them at the cap of 25TB).
** NOTE ** The 500 MB listed in the calculation is not the MySites 500MB per user allocation.  During initial provisioning, an E user contributes 500MB of storage to the company’s storage pool.
The plan is for the A1-A4 plans/skus to mirror the E1-E4 plans/skus except for the EDU specific features.
There will be some of the larger Edu and Enterprise customers who “get” more than they can physically have, across both team sites and personal sites. 
Here are some new resources to get up to speed on what’s new, pointers to both internal and external information:
External (please share these resources broadly):
SU2 all up blog post on The SharePoint Team Blog:
Deeper dive into the PDF management improvement:
Our Storage update (25TB and 92% reduction in price):
DO NOT SHARE OUTSIDE OF MICROSOFT FTEs
Internal (MS FTE only):
Updated SPO XL Scale limits BOS Wiki article (Q2 CY 2012 Briefing, post-SU2 roll out):
** 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
Issue
Details
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.
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:
To see details about the problem, click the OneDrive for Business icon, and then click View sync problems to open the “We ran into problems syncing” error dialog box.
To fix this problem, close the error dialog box, open a web browser, and sign in to SharePoint Online. This should restore normal synchronization for the library.
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.
Logged in Customers can post questions, Anonymous users can view questions
Forums
Forums
O365 Community
Self help tool to help customers walk through issues and identify solution assets
DIY - Troubleshooter
DIY
Wiki
Knowledge based articles on specific support topics
Wikis
Blogs
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
Community Manager blogs on timely and relevant topics
Blogs

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 g/

39. Office Configuration Analyzer Tool (OffCAT)
Provides a detailed report of installed Office programs
Report includes many parameters about Office program configuration
Highlights known problems found when OffCAT scans the PC
Problems that are listed in the report, provide a link to a public- facing article (usually a Microsoft KB article) on the issue
Report can be saved to a file so that the report can be viewed in the Office Configuration Analyzer Tool on another PC where the tool is installed

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