troubleshooting issues with sending and receiving email

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Customer Service & Support Troubleshooting Issues with Sending and Receiving Email August 16, 2012

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Troubleshooting Issues with Sending and Receiving Email. August 16, 2012. Agenda. DIY Troubleshooter Mail Flow Troubleshooting Q&A Closing and Next Session Information (Total time: 1 hour). DIY Troubleshooting Tool http://community.office365.com/en-us/tools/troubleshooting.aspx#. - PowerPoint PPT Presentation

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Page 1: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

Troubleshooting Issues with Sending and Receiving Email

August 16, 2012

Page 2: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

Agenda

DIY Troubleshooter Mail Flow Troubleshooting Q&A Closing and Next Session Information

(Total time: 1 hour)

Page 3: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Troubleshooting Tool

http://community.office365.com/en-us/tools/troubleshooting.aspx#- Found in the Office 365 Community, alongside forums, wikis, and blogs.

- 5 step troubleshooting surfaces possible solutions to customer issues, reducing the need to post questions to community or request assisted support.

- Possible solutions include help and support articles, diagnostic tools, videos, and community wikis.

- Monthly updates ensure the best available solutions are surfaced.

800+ PossibleSolutions

70% Success

CommunityTop Issues

Serves

Edu, Ent, & Small

Business

#1 VisitedCommunity

Page

http://community.office365.com/en-us/tools/troubleshooting.aspx

http://community.office365.com/en-us/default.aspx

http://community.office365.com/en-us/default.aspx

http://community.office365.com/en-us/default.aspx

Page 4: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Demo: Landing Page

Page 5: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Demo: Step One

Page 6: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Demo: Step Two

Page 7: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Demo: Step Three

Page 8: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Demo: Step Four

Page 9: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

DIY Demo: Step Five

Page 10: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

Mail Flow Troubleshooting

Timothy Heeney, Senior Program ManagerMicrosoft CSS

Page 11: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

Agenda

Basic workflow Wiki Tools

Telnet Nslookup Delivery Reports FOPE message tracking (E sku) MOP domain management RCA

http://community.office365.com/en-us/wikis/exchange/troubleshooting-mail-flow-in-office-365.aspx

Page 12: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

FOPE

Edge

Virus*

Policy

Spam

EXCHANGE ONLINE

Mailboxes

INTERNET

• Mail is sent outbound• FOPE filters outbound

mail• FOPE delivers to

destination

Fully hosted: Inbound and Outbound

Contoso signs up for O365

Automatically tenant is provisioned in FOPE

Mail sent to FOPE FOPE filters inbound

mail Mail is delivered to the

recipient’s mailbox

InboundFrom: [email protected]: [email protected]

OutboundFrom: [email protected]: [email protected]

contoso.com

*Virus scanning is performed by FPE for O365 tenants

Page 13: Troubleshooting Issues with Sending and Receiving Email

Customer Service & Support

Questions?

Managing Issues Seek to Understand (communications) Process of sending and receiving messages

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