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Course Overview 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 Course 2009, Upgrading Your Skills from Microsoft
Exchange Server 5.5 to Microsoft Exchange Server 2003
• One or more years of messaging and network experience supporting
Exchange Server
Microsoft Certification exams
This course will help the student prepare for the following
Microsoft Certified Professional exam:
• Exam 70-284: Implementing and Managing Microsoft Exchange Server
2003
Workshop Materials
The student kit includes a comprehensive workbook and other
necessary materials for this workshop.
Course Outline
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.
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.
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.
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.
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.
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.
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 systems, and connectivity
between an Exchange site and the Internet.
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.
Unit 7: Troubleshooting Server Performance
This unit describes common system problems that affect the
performance of computers running Exchange Server 2003.
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 caused by improperly configured Exchange systems.
The unit will also introduce students to S/MIME and describe how it
signs and seals messages.
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.
Unit 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.
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.
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.
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 |
