Troubleshooting Microsoft Exchange Server 2003

Target 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

Pre-Requisites
Before attending this workshop, students must have:Completed Course 2400, Implementing and Managing Exchange Server 2003-or-Completed Course 2009, Upgrading Your Skills from Microsoft Exchange Server 5.5 to Microsoft Exchange Server 2003One or more years of messaging and network experience supporting Exchange Server

Purpose
This three-day instructor-led workshop provides students with the knowledge and skills to identify and resolve common Microsoft Exchange Server issues

Course outline

1. Introduction to Troubleshooting Exchange Server 2003
2. Troubleshooting Network Connectivity
3. Troubleshooting Public Folders and Mailboxes
4. Troubleshooting Outlook Web Access and Outlook Mobile Access
5. Troubleshooting Client Connectivity
6. Troubleshooting Server Connectivity
7. Troubleshooting Server Performance
8. Troubleshooting Security Issues
9. Troubleshooting the Migration to Exchange 2003
10. Troubleshooting an Exchange Server 2003 Organization

Module 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

Module 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.

Module 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.

Module 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 cannot access OWA because of a security error. Identify the underlying causes when a user cannot access OWA because of an authentication error and resolve the problem. Identify the underlying causes when a user cannot access OMA and resolve the problem.

Module 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.

Module 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 systems, and connectivity between an Exchange site and the Internet.
• Unit Objectives
• After completing this unit, students will be able to: Troubleshoot message delivery between servers in the same routing group. Troubleshoot message delivery between servers in different routing groups. Troubleshoot message delivery between a Microsoft Exchange Server 2003 organization and another e-mail system. Troubleshoot message delivery between an Exchange Server 2003 organization and the Internet.

Module 7:Troubleshooting Server Performance

• This unit describes common system problems that affect 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.

Module 8:Troubleshooting Security Issues

• This unit discusses security issues and potential vulnerabilities caused 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: Implement a Public Key Infrastructure (PKI) to manage the creation and distribution of digital certificates. Implement Secure Multipurpose Internet Mail Extensions (S/MIME) to encrypt or digitally sign e-mail messages sent from client to client. The encryption and digital signatures ensure that a message is secure and cannot be modified while it is transmitted on the network. Implement Secure Sockets Layer (SSL) to encrypt network traffic. With SSL, the actual network traffic that transmits e-mail messages is encrypted, so that even if the network packets were captured, they could not be read.

Module 9:Troubleshooting the Migration to Exchange 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 e-mail to some users during a migration and resolve the problem.

Module 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. Troubleshoot the following: Network connectivity Public folders and mailboxes Microsoft Outlook Web Access (OWA) and Outlook Mobile Access (OMA) Client connectivity Server connectivity Server performance Security issues Migration from Exchange 5.5 to Exchange 2003