The art of troubleshooting Office 365

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

4. Troubleshooting Tools The more information gathered will help drive traction with any escalation to Microsoft support. 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

5. Tools Matrix

6. 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 http://community.office365.com/en-us/p/troubleshooting.aspx Demo

7. 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 email. http://aka.ms/o365rca http://support.microsoft.com/kb/2650717 Demo

8. Top Issue Review 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

9. Mail Flow Review • Sending and receiving email involves many parts: • The end-user’s computer and email settings • Rules and Compliance • The SMTP servers that receive and queue up the email 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 email address • When troubleshooting email, all of these factors must be taken into consideration to diagnose the issue. • Exchange provides help in the form of non-delivery reports (NDRs)

10. 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 anyarbitrary email address(inbound or outbound) • Provides all recorded instancesof inbound or outbound emailthat has been exposed toExchange Online transportpipeline

11. Message Trace Example 6/21/2013 3:18:54 AM FAIL The message was not delivered.

12. Top Issue Review What Is an NDR? An NDR is an email 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 email delivery #2 Mail delivery issues

13. 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.

14. Diagnostic Info Example • Diagnostic information for administrators: • Generating server: contoso.com • tony@contoso.com • cdptpa-contoso.mail.com #550 5.1.1 - Invalid mailbox: tony@contoso.com ## • 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.

15. User Information Example • NDR User information gives feedback to the sender that the email was not delivered. In some instances, it gives the reason so that the sender can modify the outgoing email. _____________________________________________ Delivery has failed to these recipients or distribution lists: tony@contoso.com The recipient's email address was not found in the recipient's email system. Microsoft Exchange will not try to redeliver this message for you. Please check the email 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 ________________________________________________

16. 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 email 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.

17. Delivery Reports Sent but no MX Record for destination* Email sent to another mail system Delivery Report for tom@tailspintoys.com (tom@tailspintoys.com) Submitted19/06/2013 10:23 AMThe message was submitted. Transferred19/06/2013 10:23 AMThe message was successfully handed off to a different email system. This is as far as we can track it. Delivery Report for tom@tailspintoys.com (tom@tailspintoys.com) Submitted 19/06/2013 10:29 AM The message was submitted. Pending 19/06/2013 10:32 AM This message is traveling normally. For an update, check back in a few minutes. 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. Message stays in pipeline and retries for 48 hours Sent but no MX Record – two hours later Service acknowledges delay Pending 19/06/2013 12:46 PM Message delivery is taking longer than expected. There may be system delays. For more information, contact your helpdesk. Email sent internally and verified received Delivery Report for Amy Alberts ‎(amya@ContosoT3.onmicrosoft.com)‎ Submitted 19/06/2013 10:33 AM The message was submitted. Delivered 19/06/2013 10:33 AM The message was successfully delivered. Since the recipient is internally handled by the same mail system. Delivery can be confirmed. Sent but no MX Record – two days later Failed 6/21/2013 10:32 AM The message couldn't be delivered. An NDR will be returned by the internal Exchange service at this stage. * This scenario applies in many circumstances where the destination mail server is unresponsive.

18. 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 email > delivery reports for only their respective mailboxes • Delivery Reports can be generated by Administrators using:> EAC > mail flow > delivery reports for any user * Some features dependent on SKU

19. Top Issue Review Common causes of email 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 email connection problems

20. Troubleshooting domains

21. Required DNS records

22. Top Issue Review #4 Delete or Restore User Mailboxes

23. Delete or Restore User Mailboxes • Can be deleted by: • Deleting the user account • Removing the Exchange Online License from a user • Running the Remove-Mailboxcmdlet 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

24. Top Issue Review 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

25. Message Limits Size Limits Retention 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. 

26. 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. • http://go.microsoft.com/fwlink/?LinkId=207232 ** 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

27. Troubleshooting OneDrive

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

29. O365 CommunityDeliver a vibrant community experience that enables our customers and partners to efficiently find information, and receive best-in-class support. Forums Forums Blogs Wikis DIY - Troubleshooter *Search Logged in Customers can post questions, Anonymous users can view questions Community Manager blogs on timely and relevant topics Searching within the Community displays ranked and rated help content from various MS properties including: Office.com & O365 Community in an easily consumable format Self help tool to help customers walk through issues and identify solution assets Knowledge based articles on specific support topics O365 Community Wiki DIY Blogs http://community.office365.com/en-us/default.aspx

30. 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 http://blogs.office.com/b/microsoft_office_365_blog/

31. 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 http://aka.ms/offcat

32. 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. www.microsoft.com/office365

33. 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 http://aka.ms/o365technet