Troubleshooting Microsoft Exchange Server 2003

Preliminary Course Syllabus

Troubleshooting Microsoft® Exchange Server 2003

Elements of this syllabus are subject to change.

This three-day instructor-led workshop provides students with the knowledge and skills to identify and resolve common

Microsoft Exchange Server issues.

Audience

This workshop is intended for the Systems

Engineer already skilled in Exchange Server 2003 support tasks. Students should have one or more years of messaging and network experience supporting Exchange

Server. The workshop format is also intended for students who best learn by doing.

At Workshop Completion

After completing this workshop, students will be able to:

§ Apply knowledge of a troubleshooting methodology to identify and resolve a problem.

§ Identify and resolve network connectivity problems and problems arising from host resolution protocols.

§ Identify and resolve problems with public folders and mailboxes.

§ Identify and resolve front-end server and back-end server issues that cause problems with Outlook Web Access.

§ Identify and resolve problems with Internet protocol virtual servers such as SMTP, IMAP, and POP.

§ Identify and resolve connectivity problems between servers running Exchange Server 2003, between

Exchange Server 2003 and other messaging systems, and problems with relay configurations.

§ Identify and resolve problems with bandwidth, services, database corruption, service failures, disk space, and other server performance problems.

§ Identify and resolve encryption and digital signature issues and problems caused by viruses.

§ Identify and resolve problems related to migrating from Exchange Server 5.5 to Exchange Server 2003.

§ Apply knowledge of troubleshooting methodology to create a troubleshooting strategy and identify the appropriate tools, processes, and procedures for each step of the strategy.

Prerequisites

Before attending this workshop, students must have:

Completed Course 2400, Implementing and Managing Exchange Server 2003. or Completed Workshop 2009, Upgrading

Your Skills from Exchange Server 5.5 to Exchange Server 2003.

One or more years of messaging and network experience supporting Exchange Server

Student Materials

The student kit includes a comprehensive workbook and other necessary materials for this workshop.

Unit 1: Introduction to Troubleshooting Exchange Server 2003

This unit provides an overview of Exchange Server 2003, and introduces the troubleshooting methodology and tools that will be used in the labs for this workshop.

Unit Objectives

After completing this unit, students will be able to:

Configure and prepare servers for basic troubleshooting.

Analyze process and data flow in a flowchart.

Access and apply information from a service request and other workshop components.

Identify a problem and recommend a solution.

Unit 2: Troubleshooting Network Connectivity

This unit identifies underlying network connectivity issues when messaging clients cannot access Exchange Server 2003.

Unit Objectives

After completing this unit, students will be able to:

Identify the underlying causes when mail from one server is not received by recipients on another and resolve the problem.

Identify the underlying causes when a user cannot connect to an Exchange server as a remote user and resolve the problem.

Identify the underlying causes when no one in an organization can receive Internet e-mail and resolve the problem.

Unit 3: Troubleshooting Public Folders and Mailboxes

This unit uses the architecture of public folders and mailboxes to identify underlying issues when a client does not receive e-mail messages in an Exchange 2003 environment.

Unit Objectives

After completing this unit, students will be able to:

Identify the underlying causes a user cannot receive Internet e-mail to his e-mail address and resolve the problem.

Identify the underlying causes when a user cannot send or receive Internet e-mail and resolve problem.

Identify the underlying causes when a user is unable to post a message to a public folder and resolve problem

Unit 4: Troubleshooting Outlook Web Access and Outlook Mobile Access

This unit describes Outlook Web Access (OWA), and Outlook Mobile

Access (OMA) identifies the issues with front end and back end servers that can prevent users from accessing OWA.

Unit Objectives

After completing this unit, students will be able to:

Identify the underlying causes when a user can not access Outlook Web Access because of an HTTP 501 error message and resolve the problem

Identify the underlying causes when a user cannot access Outlook Web Access because of a HTTP 503 error and resolve the problem.

Identify the underlying causes when a user cannot access Outlook Mobile Access and resolve the problem.

Unit 5: Troubleshooting Client Connectivity

This unit describes the client applications that can connect to an

Exchange server and the protocols that these client applications use. In this context, this unit identifies the underlying issues that can prevent client connectivity.

Unit Objectives

After completing this unit, students will be able to:

Identify the underlying causes when a user is unable to send e-mail to the Internet from home using

Outlook Express and resolve the problem.

Identify the underlying causes when a user receives a "The connection to the server has failed" message and resolve the problem.

Identify the underlying causes when a new user receives an error message when trying to connect to her mailbox and resolve problem.

Unit 6: Troubleshooting Server Connectivity

This unit discusses common connectivity issues between different

Exchange servers. Students will learn about common issues related to connectivity between Exchange sites, connectivity between an Exchange site and a third-party messaging system, and connectivity between an Exchange site and the Internet.

Unit Objectives

After completing this unit, students will be able to:

Troubleshoot problems message with delivery between routing groups

Troubleshoot problems with message delivery between an Exchange organization and the Internet

Unit 7: Troubleshooting Server PerformanceThis unit describes common system problems the affects the performance of computers running Exchange Server 2003.

Unit Objectives

After completing this unit, students will be able to:

Identify and resolve messaging problems related to performance problems in domain controllers and global catalog servers.

Identify and resolve messaging performance problems caused by the running of scheduled applications.

Troubleshoot messaging problems caused by hardware components in server systems.

Unit 8: Troubleshooting Security Issues

This unit discusses security issues and potential vulnerabilities cause by improperly configured Exchange systems. The unit will also introduce students to S/MIME and describe how it signs and seals messages.

Unit Objectives

After completing this unit, students will be able to:

Identify and resolve problems related to encrypting e-mail using S/MIME.

Identify and resolve problems related to using SSL to secure email.

Identify and resolve problems related to Exchange Server 2003 security configurations

Unit 9: Troubleshooting the Migration to Exchange Server 2003

This unit discusses problems that can result during the migration from Exchange Server 5.5 to Exchange Server 2003. The unit will describe the different types of migration and provide an overview of the migration process.

The unit will also describe common migration issues, such as the inability to successfully run ForestPrep and DomainPrep, and issues related to using the

Active Directory Migration Tool.

Unit Objectives

After completing this unit, students will be able to:

Identify the underlying causes when a user cannot access their mailbox after a migration and resolve the problem.

Identify the underlying causes when a user cannot send e-mail to the Exchange 5.5 organization during a migration and resolve the problem

Identify the underlying causes when a user cannot send email to some users during a migration and resolve the problem

Unit 10: Troubleshooting an Exchange Server 2003 Organization

This unit provides a review of methodology used to troubleshoot

Exchange Server 2003. The unit will also discuss high-level troubleshooting guidelines. The unit concludes with an instructor-facilitated, paper-based

"challenge lab", in which students will work together to resolve

Exchange-related issues in a case study-type format.

Unit Objectives

After completing this unit, students will be able to:

Identify multiple issues affecting the messaging functionality within an organization.