troubleshooting issues with sending and receiving email

Customer Service & Support

Troubleshooting Issues with Sending and Receiving Email

August 16, 2012

Customer Service & Support

Agenda

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

(Total time: 1 hour)

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

Customer Service & Support

DIY Demo: Landing Page

Customer Service & Support

DIY Demo: Step One

Customer Service & Support

DIY Demo: Step Two

Customer Service & Support

DIY Demo: Step Three

Customer Service & Support

DIY Demo: Step Four

Customer Service & Support

DIY Demo: Step Five

Customer Service & Support

Mail Flow Troubleshooting

Timothy Heeney, Senior Program ManagerMicrosoft CSS

Customer Service & Support

Agenda

Basic workflow Wiki Tools

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

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: Bill@fabrikam.comTo: Ted@contoso.com

OutboundFrom: Pawan@contoso.comTo: sales@fabrikam.com

contoso.com

*Virus scanning is performed by FPE for O365 tenants

Customer Service & Support

Questions?