26609351 monitoring and troubleshooting microsoft exchange server 2007 5051a

5051A Monitoring and Troubleshooting Microsoft® Exchange Server 2007

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Product Number: 5051AT

Part Number: X13-55145

Released: 02/2007

Version 1.2

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Contents xi

Table of Contents

Introduction Introduction ...................................................................................................................................... iii Workshop Materials ......................................................................................................................... iv Microsoft Learning Product Types.................................................................................................. vii How to Get the Most Out of a Workshop..........................................................................................x Microsoft Learning ........................................................................................................................... xi Microsoft Certification Program ..................................................................................................... xiii Facilities........................................................................................................................................ xvii About This Workshop ...................................................................................................................xviii Prerequisites................................................................................................................................... xx Workshop Outline .......................................................................................................................... xxi Introduction to the Workshop Business Scenario.........................................................................xxiii Virtual Machine Environment....................................................................................................... xxiv Demonstration: Using Microsoft Virtual Server ...........................................................................xxvii

Unit 1: Introduction to Exchange Server Monitoring and Troubleshooting Overview....................................................................................................................................... 1-1 Introduction to Microsoft Operations Manager ............................................................................. 1-2 Introduction to Troubleshooting Exchange Server 2007 .............................................................. 1-4 Demonstration: Using MOM to Monitor Exchange Servers.......................................................... 1-7 Lab: Introduction to Exchange Server Monitoring and Troubleshooting ...................................... 1-9

Unit 2: Monitoring and Troubleshooting Client Performance and Connectivity Overview....................................................................................................................................... 2-1 Tools for Monitoring Client Performance and Connectivity .......................................................... 2-2 Process for Troubleshooting MAPI Clients................................................................................... 2-5 Process for Troubleshooting Client Access Server Clients.......................................................... 2-7 Lab Scenario............................................................................................................................... 2-10 Lab Outcomes ............................................................................................................................ 2-11 Lab: Monitoring and Troubleshooting Client Performance and Connectivity ............................. 2-12 Lab Discussion ........................................................................................................................... 2-18

Unit 3: Troubleshooting Access to Resources and Messages Overview....................................................................................................................................... 3-1 How Public Folder Access Works................................................................................................. 3-2 How Calendaring Works............................................................................................................... 3-4 Process for Troubleshooting Client Access Server Issues .......................................................... 3-6 Lab Scenario................................................................................................................................. 3-9 Lab Outcomes ............................................................................................................................ 3-10 Lab: Troubleshooting Access to Messaging Contents ............................................................... 3-11 Lab Discussion ........................................................................................................................... 3-16

xii Contents

Unit 4: Monitoring and Troubleshooting Mail Flow Overview....................................................................................................................................... 4-1 Discussion: Tools for Monitoring Mail Flow .................................................................................. 4-2 Demonstration: Troubleshooting Message Transport Using Exchange Server 2007 Tools ........ 4-4 Process for Troubleshooting Internal Mail Flow ........................................................................... 4-6 Process for Troubleshooting External Mail Flow.......................................................................... 4-8 Lab Scenario............................................................................................................................... 4-10 Lab Outcomes ............................................................................................................................ 4-11 Lab: Monitoring and Troubleshooting Mail Flow......................................................................... 4-12 Lab Discussion ........................................................................................................................... 4-20

Unit 5: Monitoring and Troubleshooting Mailbox Servers Overview....................................................................................................................................... 5-1 Tools for Monitoring and Troubleshooting Mailbox Servers......................................................... 5-2 Process for Troubleshooting Mailbox Servers.............................................................................. 5-4 Demonstration: Troubleshooting Mailbox Server Performance Issues ........................................ 5-6 Lab Scenario................................................................................................................................. 5-8 Lab Outcomes .............................................................................................................................. 5-9 Lab: Monitoring and Troubleshooting Mailbox Servers.............................................................. 5-10 Lab Discussion ........................................................................................................................... 5-16

Unit 6: Monitoring and Troubleshooting External and Additional Services Overview....................................................................................................................................... 6-1 Discussion: External and Additional Services Required by Exchange Server 2007.................... 6-2 External Services Required for Unified Messaging in Exchange Server 2007 ............................ 6-4 Monitoring External Services with MOM 2005 ............................................................................. 6-7 Lab Scenario................................................................................................................................. 6-9 Lab Outcomes ............................................................................................................................ 6-10 Lab: Monitoring and Troubleshooting External and Additional Services.................................... 6-11 Lab Discussion ........................................................................................................................... 6-17

Unit 7: Identifying Trends in a Messaging System Overview....................................................................................................................................... 7-1 Tools for Identifying Trends in a Messaging System.................................................................... 7-2 Exchange Server 2007 Management Pack MOM Reports .......................................................... 7-4 Discussion: Information Required to Identify and Resolve Trends .............................................. 7-7 Lab Scenario................................................................................................................................. 7-9 Lab Outcomes ............................................................................................................................ 7-10 Lab: Identifying Trends in a Messaging System......................................................................... 7-11 Workshop Evaluation.................................................................................................................. 7-19

Trainer Preparation Checklist for Workshop 5051A: Monitoring and Troubleshooting Microsoft® Exchange Server 2007

Trainer Preparation Checklist for Workshop 5051A 1

Courses or Workshops It is highly recommended that you audit the following courses or workshops:

• Course 5047A: Introduction to Installing and Managing Microsoft Exchange Server 2007

• Course 5049A: Managing Messaging Security Using Microsoft Exchange Server 2007

• Course 5050A: Recovering Messaging Servers and Databases Using Microsoft Exchange Server 2007

Or

• Course 3938A: Updating Your Skills from Microsoft Exchange Server 2000 or Microsoft Exchange Server 2003 to Microsoft Exchange Server 2007

Exams To identify your technical proficiency with the content of this clinic, it is highly recommended that you pass Exam 70-236, TS: Exchange Server 2007, Configuring.

Technical Preparation Activities It is highly recommended that you complete the following technical preparation activities:

• Read the Additional Readings included on the Trainer Materials DVD. • Practice using the Microsoft product(s) and tools associated with this course. • Practice setting up the classroom by following the instructions in Microsoft Virtual

PC Classroom Setup Guide or the Virtual Machine Build Guide. • Review the documentation available on the Microsoft Exchange Server TechCenter

site at http://www.microsoft.com/technet/prodtechnol/exchange/default.mspx. This site contains the latest information about Exchange Server 2007.

• Review the course error log, which is available in the Microsoft Download Center.

2 Trainer Preparation Checklist for Workshop 5051A

Instructional Preparation Activities It is also highly recommended that you complete the following instructional preparation activities:

Preparation activities

....... Read the Introduction session at the beginning of the course.

....... Read the Instructor Notes.

....... Practice presenting each demonstration.

....... Practice presenting each session. o Anticipate the questions that students may have. o Identify the key points for each topic and demonstration. o Identify how each demonstration supports the session

topics and reinforces the session objectives. o Identify examples, analogies, demonstrations, and

additional delivery tips that will help to clarify module topics.

o Note any problems that you may encounter during a demonstration and determine a course of action for how you will resolve them in the classroom.

o Identify ways to improve a demonstration to provide a more meaningful learning experience for your specific audience.

....... Customize and print your instructor notes.

....... Consult the MCT Community Center for additional tips and strategies—posted by your fellow MCTs—for teaching this clinic.

....... Review the updated information about the Microsoft Certification Program on the Microsoft Learning Certifications Web site.

5051A: Monitoring and Troubleshooting Microsoft® Exchange Server 2007

Microsoft Virtual PC Classroom Setup Guide

Table of Contents Introducing Microsoft Virtual Server 2005 1 Setup Overview 2 Classroom Requirements 3 Classroom Configuration 4 Instructor Computer Checklist 5 Instructor Computer Setup 6 Student Computer Checklist 14 Student Computer Setup 15





Microsoft, Active Directory, Internet Explorer, MSDN, MS-DOS, Outlook, PowerPoint, SharePoint, Windows, Windows NT, Windows Server, and WinFX are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.


Product Number: 5051AT

Version 1.0

5051A: Monitoring and Troubleshooting Microsoft® Exchange Server 2007 1

Introducing Microsoft Virtual Server 2005 This course is designed using Microsoft® Virtual Server 2005. Virtual Server is a technology that allows a single computer to act as a host for one or more virtual machines. The virtual machines use a set of virtual devices that might or might not map to the physical hardware of the host computer.

The software that is installed onto the virtual machine is unmodified, full-version, retail software that operates exactly as it does when it is installed onto physical hardware.

The following definitions will help you with the remainder of this document:

• Virtual Server: A server application from Microsoft that allows you to install and run other operating systems as a background service. Virtual Server does not ship with this course, but it can be acquired from your MSDN® subscription, or it can be ordered or downloaded from http://www.microsoft.com/windowsserversystem /virtualserver/software/default.mspx.

• Virtual Server Administration Web site: This is the administrative Web site that can be used to create, configure, start, stop, and manipulate virtual machines. You can access the Virtual Server Administration Web site from the Programs Menu.

• Virtual machine remote control client (VMRC): An application that allows you to connect and control virtual machines. You can access Virtual Machine Remote Control Client from the Programs Menu. To connect to a virtual server, type vmrc://localhost:5900 in VMRC, connect to server prompt, and then double-click the virtual machine to which you wish to connect.

• Host computer: The physical computer onto which an operating system and the Virtual Server application have been installed.

• Host operating system: The operating system that is running on the physical computer.

• Virtual machine: The computer that is running inside of Virtual Server. In this document, “Virtual Server” refers to the service running on the host, while “virtual machine” refers to the guest operating system and any software that is running inside of the Virtual Server service.

• Guest operating system: The operating system that is running inside the virtual machine.

• Host key: The key that is designated to take the place of the CTRL+ALT combination when logging on to Microsoft Windows®. By default, the host key is the ALT key on the right side of the keyboard. HOST+DELETE means RIGHT-ALT+DELETE. The host key can be changed in Virtual Machine Remote Control Client (VMRC) by clicking Set Host Key on the Remote Control menu.

2 5051A: Monitoring and Troubleshooting Microsoft® Exchange Server 2007

By default, the virtual machine will run inside a Virtual Server Remote Control Client window on the host computer’s desktop. However, you can run the virtual machine in full screen mode by pressing HOST+ENTER. Using the same key combination, you can return to a windowed view.

Note: Pressing CTRL+ALT+DELETE while working with a virtual machine will display the Windows Security dialog box for the host operating system. If this is not desired, press ESC. To access the Windows Security dialog box for a guest operating system, press HOST+DELETE. This is the only difference in the way the software works in a virtual machine.

You can configure virtual machines to communicate with the host computer, other virtual machines on the same host computer, other host computers, virtual machines on other host computers, other physical computers on the network, or any combination thereof.

The setup instructions that you will follow as a part of this classroom setup guide will configure Virtual Server and the virtual machines that will run on the host computer. Changing any of the configuration settings might render the labs for this course unusable.

Setup Overview The host computers must be set up with a default installation of Microsoft Windows 2000 Professional, Windows XP Professional, or Windows Server® 2003 Standard Edition. For the purposes of this learning product, it is not necessary for the host computers to be able to communicate with one another on the network. However, allowing them to communicate with each other is recommended to make setup easier. The setup procedures below assume that the host computers can communicate with each other for setup purposes. You should note the administrator’s user name and password for the host computers and provide this information to the instructor.

Important: It is highly recommended that you read the Partner Deployment Guide on the Virtual PC page of the Microsoft Certified Trainer (MCT) secure site. This document contains valuable information on Microsoft Learning’s virtual machine implementation and activation, in addition to tips on improving virtual machine performance and troubleshooting.


Classroom Requirements This learning product requires a classroom with a minimum of one computer for the instructor and one for each student. Before class begins, use the following information and instructions to install and configure all computers.

Hardware The classroom computers require the following hardware and software configuration.

Hardware Level 5 • Pentium IV 2.4-gigahertz (GHz) processor • PCI 2.1 bus • 2 gigabyte (GB) of random access memory (RAM) • 40 GB hard disk, 7200 RPM • DVD drive • Non–Industry Standard Architecture (ISA) network adapter: 10/100-megabit-per-

second (Mbps) required full duplex • 16-MB video adapter (32 MB recommended) • Super VGA (SVGA) 17-inch monitor • Microsoft Mouse or compatible pointing device • Sound card with amplified speakers • Projection display device that supports SVGA 800 x 600, 256 colors

In addition, the instructor computer must be connected to a projection display device that supports SVGA 800 x 600 pixels, 256 colors.

Software Please note that, unless otherwise indicated, this software is not included in the Trainer Materials disc. This learning product was developed and tested on the following software, which is required for the classroom computers:

• Windows XP Professional, Windows 2000 Professional, or Windows Server 2003 Standard Edition

• Virtual Server 2005 R2 • Microsoft Office PowerPoint® 2003 (instructor computer only)


Classroom Configuration Estimated time to set up the classroom: 180 minutes


Instructor Computer Checklist 1. Install Internet Information Services (IIS). 2. Install Virtual Server 2005 R2. 3. Install the virtual disk files. 4. Create a desktop shortcut for VMRC. 5. Add virtual machines. 6. Activate virtual machines. 7. Configure virtual machines to discard changes at shutdown. 8. Set VHDs to read-only. 9. Create a setup share. 10. Install courseware fonts. 11. Install the PowerPoint slides. 12. Install the most current Macromedia Flash Plug-in (if needed).


Instructor Computer Setup Use the instructions in the following section to set up the classroom manually. Before starting the installation of the instructor computer, Windows 2000 Professional, Windows XP Professional, or Windows Server 2003 Standard Edition must be installed on the computer. PowerPoint 2003 must also be installed.

Important: The operating systems installed on the virtual machines in this learning product have not been activated. To receive product keys that will activate the virtual machines, you must contact Microsoft Learning at [email protected], including your program ID number in your e-mail message. It might take up to 24 hours to receive a response. (It is not necessary to contact Microsoft Learning if you have already done so for another learning product.) You will use the product keys to activate all virtual machines that you receive from Microsoft Learning. You will need only one key for each operating system. For more information, please see the “Virtual PC Deployment Guide” section of the following MCT secure site: https://mcp.microsoft.com/mct/vpc/default.aspx.


1. Install Internet Information Services (IIS)

Note: If Internet Information Services is already installed, you can skip this procedure.

1. On the instructor computer, click Start, and then click Control Panel.

2. In Control Panel, if the Control Panel is configured for Classic View, double-click Add or Remove Programs. If the Control Panel is configured for Category View, click Add or Remove Programs, and then on the Add or Remove Programs page, click Add or Remove Programs.

3. In the Add or Remove Programs window, click Add/Remove Windows Components.

4. In the Windows Components Wizard, click Internet Information Services (IIS) and then click Details.

5. In the Subcomponents of Internet Information Services (IIS) list, select World Wide Web Service and then click OK.

6. In the Windows Components Wizard, click Next.

7. If the Files Needed dialog box appears, insert the Windows XP CDROM. Click Browse and browse to the CDROM. Click Open, and then in the Files Needed dialog box, click OK.

8. When the wizard has completed, click Finish.

9. Close the Add or Remove Programs window and close Control Panel.

2. Install Virtual Server 2005 R2

Note: If Virtual Server 2005 R2 is already installed, you can skip this procedure.

1. Insert the Microsoft Virtual Server 2005 compact disc (CD) into the CD-ROM drive.

2. If autorun is disabled, navigate to the root of the CD, and double-click Setup.exe.

3. On the Microsoft Virtual Server 2005 Setup screen, click Install Microsoft Virtual Server 2005 R2.

4. In the License Agreement page, select I accept the terms in the license agreement, and then click Next.

5. In the Customer Information page, enter a User Name, Organization, and the product key for your version of Virtual Server, and then click Next.

6. On the Setup Type page, click Complete and then click Next.


7. On the Configure Components page, click Next.

8. On the second Configure Components page, click Next.

9. On the Ready to Install page, click Install.

10. On the Setup Complete page, click Finish.

3. Install the virtual disk files In this task, you will install the virtual disks and configuration files by running the self-extracting executable files in the Drives folder in the Trainer Materials disc.

Note: If you are downloading from the MCT Download Center, copy the learning product files and run the executable file. Copy the entire learning product contents to a DVD or to your local hard disk.

The base virtual hard disks are available separately and can be downloaded from the MCT Download Center. You can find them under Base Virtual Hard Disks in the Learning products list.

1. Double-click Base05D.exe in the \Setup\Drives folder of the Trainer Materials disc.

2. In the Official Microsoft Learning Product End-User License Agreement window, click Accept to indicate that you accept the terms in the license agreement.

3. In the WinRAR self-extracting archive window, in the Destination folder text box, ensure that C:\Program Files\Microsoft Learning\Base is listed, and then click Install.

Please wait while the base virtual hard disk file is extracted. This might take a few minutes.

4. Repeat steps 1-3 for the Base05A.exe file.

5. Double-click 5051A-MTL-EX1.exe in the \Setup\Drives folder of the Trainer Materials disc.

6. In the Official Microsoft Learning Product End-User License Agreement window, click Accept to indicate that you accept the terms in the license agreement.

7. In the WinRAR self-extracting archive window, in the Destination folder text box, ensure that C:\Program Files\Microsoft Learning\5051\Drives is listed, and then click Install.

Please wait while the base virtual hard disk file is extracted. This might take a few minutes.


8. Repeat steps 4–6 to install the following files:

• 5051A-MTL-SRV1.exe

• 5051A-MTL-EX2.exe

• 5051A-MTL-MOM1.exe

• 5051A-MTL-Edge1.exe

• 5051A-TOR-EX1.exe

• 5051A-MTL-CL1.exe

• 5051A-Allfiles.exe

4. Create a desktop shortcut for VMRC 1. Navigate to C:\Program Files\Microsoft Virtual Server\VMRC Client.

2. Right-click and drag vmrc.exe to the desktop.

3. From the Context menu, select Create Shortcuts Here.

5. Add virtual machines 1. Click Start, click All Programs, click Microsoft Virtual Server, and then click

Virtual Server Administration Website.

2. Log on the Virtual Server Administration Website using the username and password for an administrator on the local computer.

3. On the Virtual Server Administration Website, on the left, click Server Properties.

4. In Servername Properties, click Search paths.

5. In Search paths box, type C:\Program Files\Microsoft Learning \5051\Drives\ and click OK.

6. In Servername Properties, click Virtual Machine Remote Control (VMRC) Server.

7. In VMRC server section, click to select Enable and then click OK.

8. On the menu on the left, under Virtual Machines, click Add.

9. In the Known configuration files list select C:\Program Files\Microsoft Learning\5051\Drives\5051A-MTL-EX1.vmc and click Add.


10. In the virtual machine configuration section, click Network adapters. On the network adapter properties page, ensure that each network adapter is connected to the Internal Network. Click OK.

Important: Do not change the RAM allocation for the virtual machine. Doing so may cause the lab exercises or practices to become unstable or to cease functioning.

11. Repeat steps 8–10 for the following virtual machines:

• 5051A-MTL-SRV1.vmc

• 5051A-MTL-EX2.vmc

• 5051A-MTL-MOM1.vmc

• 5051A-MTL-Edge1.vmc

• 5051A-TOR-EX1.vmc

• 5051A-MTL-CL1.vmc

6. Activate virtual machines In this task, you will activate Windows operating systems within the virtual machines.

Important: In some rare cases, a virtual machine might stop responding sometime between its first launch and first shutdown. This is due to a known issue in Virtual PC 2004 and its interaction with newer processors.

If this occurs, close the virtual machine and select Turn Off and Save Changes, ensuring that the Commit Changes to the Virtual Hard Disk check box is selected. The problem will rectify itself and not recur the next time the virtual machine is started.

It is recommended that you save the virtual machines after activating them, so that in the future you can set up the classroom without needing to activate them again.

This section requires the use of the product keys supplied by Microsoft Learning. For instructions on obtaining these product keys, see the Important note at the beginning of the Instructor Computer Setup section.

1. Click Start, click All Programs, click Microsoft Virtual Server, and then click Virtual Machine Remote Control Client.

2. In Connect to server box, type vmrc://localhost:5900 and then click Connect.

3. If a dialog box appears asking if you want to continue with an unencrypted connection, select the Don’t ask me again check box, and then click Yes.

4. In the Administration Console on localhost window, double-click 5051A-MTL-EX1.


5. Log on to the virtual machine as Administrator, with a password of Pa$$w0rd.

Note: Pressing CTRL+ALT+DELETE while working with a virtual machine will display the Windows Security dialog box for the host—not the guest—operating system. To log on to the guest operating system running in the virtual machine, press HOST+DELETE (generally RIGHT-ALT+DELETE).

6. In the Windows Product Activation alert box, click Yes.

7. On the Let’s activate Windows page, select the Yes, I want to telephone a customer service representative to activate Windows option, and then click Next.

8. On the Activate Windows by phone page, click the Change Product Key button.

Note: You might need to scroll down the window to see this button.

9. On the Change Product Key page, enter the learning product-specific product key provided by Microsoft Learning, and then click Update.

10. On the Activate Windows by phone page, in the Step 1 list, select your location.

11. Dial the telephone number that is displayed in Step 2.

12. Follow the telephone instructions to activate Windows. This will take a few minutes.

Note: You should confirm that the D: drive is mapped to the Allfiles drive for each VPC that requires an Allfiles drive. To do this, open Windows Explorer and confirm that the D: drive is listed. If it is not listed, open Computer Management from the Administrative Tools folder and click Disk Management. Right-click the space beside Disk 1 and click Change Drive Letter and Paths. Click Add, ensure that D is listed beside Assign the following driver letter and click OK. Close Computer Management.

13. Close Virtual Machine Remote Control client.

14. After logon is completed, switch to Virtual Server Administration Web site, hold your mouse over 5051A-MTL-EX1 and click Shut Down Guest OS and Commit Undo Disks.

15. Repeat steps 1–13 for the following virtual machines:

• 5051A-MTL-SRV1

• 5051A-MTL-EX2

• 5051A-MTL-MOM1

• 5051A-MTL-Edge1

• 5051A-TOR-EX1

• 5051A-MTL-CL1


7. Configure virtual machines to discard changes at shutdown

In this task, you will configure the virtual machines to discard changes when shut down between modules.

Note: After the virtual machines are activated, configure them to discard changes at shutdown to enforce modularity. Saving state between modules might cause errors. Discarding changes between modules also speeds up shutdown of the virtual machines.

1. In the Virtual Server Administration Web site, in Master Status view, select 5051A-MTL-EX1, and then click Edit Configuration.

2. Click Hard Disks and, in the Hard Disk Properties page, confirm that Enable Undo Disks is selected. If the option is not selected, select it.

3. Click OK.

4. Repeat steps 1-3 for the following virtual machines:

• 5051A-MTL-SRV1.vmc

• 5051A-MTL-EX2.vmc

• 5051A-MTL-MOM1.vmc

• 5051A-MTL-Edge1.vmc

• 5051A-TOR-EX1.vmc

• 5051A-MTL-CL1.vmc

8. Set VHDs to read-only In this task, you will set the read-only attribute on the VHD files.

1. Navigate to C:\Program Files\Microsoft Learning\Base.

2. Right-click the Base05D.vhd file, and then click Properties.

3. Under Attributes, select the Read-only check box, and then click OK.

4. Right-click the Base05A.vhd file, and then click Properties.

5. Under Attributes, select the Read-only check box, and then click OK.


9. Create a setup share In this task, you will Share virtual machine files for installing on student computers.

1. In Windows Explorer, right-click C:\Program Files\Microsoft Learning\Base, and then click Sharing (on Windows 2000 or Windows Server 2003) or Sharing and Security (on Windows XP).

2. On the Sharing tab, select Share this Folder, type Base_Drives in the Share name box, and then click OK.

3. In Windows Explorer, right-click C:\Program Files\Microsoft Learning \5051\Drives, and then click Sharing (on Windows 2000 or Windows Server 2003) or Sharing and Security (on Windows XP).

4. On the Sharing tab, select Share this Folder, type 5051_Drives in the Share name box, and then click OK.

10. Install courseware fonts In this task, you will install courseware fonts by running Fonts.exe.

1. In the Trainer Materials disc, in the \Setup folder, double click Fonts.exe and then click OK.

2. In the Courseware fonts dialog box, click Yes.

3. In the Courseware fonts message box, click OK.

11. Install the PowerPoint slides In this task, you will install the PowerPoint slides for the learning product by running 5051_ppt.msi.

• In the Trainer Materials disc, in the \Setup folder, double-click 5051_ppt.msi and then click OK.

12. Install the most current Macromedia Flash Plug-in (if needed)

In this task, you will install the most current Flash plug-in by running Flash7.exe.

1. On the Trainer Materials disc, in the \Setup folder, double-click Flash7.exe, and then click OK.

2. In the Flash 7 ActiveX Control Installer dialog box, click Yes to install the control.

3. When installation is complete, click OK.


Student Computer Checklist 1. Install Internet Information Services (IIS). 2. Install Virtual Server. 3. Install the virtual disk files. 4. Create a desktop shortcut for VMRC. 5. Add virtual machines. 6. Configure virtual machines to discard changes at shutdown. 7. Set VHDs to read-only.


Student Computer Setup To set up the student computers, complete the items in the Student Computer Checklist.

Caution: These instructions assume network connectivity between the instructor computer and the student computers. If you do not have connectivity, we recommend copying the activated virtual machines to the student computers by means of a burned DVD or universal serial bus (USB) drive, for example, to avoid the need to activate the virtual machines on each student computer. If you use the original virtual machines from the Trainer Materials disc, you will need to activate them on each student computer.

1. Install Internet Information Services (IIS)

Note: If Internet Information Services is already installed, you can skip this step.

• See detailed instructions in the Instructor Computer Setup section.

2. Install Virtual Server

Note: If Virtual Server 2005 is already installed, you can skip this step.


3. Install the virtual disk files 1. Copy the entire contents of the Base_Drives folder from the

\\InstructorComputer\Base_Drives share to C:\Program Files\Microsoft Learning \Base.

2. Copy the entire contents of the \5051_Drives folder from the \\InstructorComputer share to C:\Program Files\Microsoft Learning\5051\Drives.

4. Create a desktop short cut for VMRC • See detailed instructions in the Instructor Computer Setup section.

5. Add virtual machines • See detailed instructions in the Instructor Computer Setup section.


6. Configure virtual machines to discard changes at shutdown


7. Set VHD to read-only • See detailed instructions in the Instructor Computer Setup section.

Introduction

Table of Contents Introduction iii Workshop Materials iv Microsoft Learning Product Types vii How to Get the Most Out of a Workshop x Microsoft Learning xi Microsoft Certification Program xiii Facilities xvii About This Workshop xviii Prerequisites xx Workshop Outline xxi Introduction to the Workshop Business Scenario xxiii Virtual Machine Environment xxiv Demonstration: Using Microsoft Virtual Server xxvii







Version 1.0

Introduction iii

Introduction

iv Introduction

Workshop Materials

The following materials are included with your kit:

• Student workbook. The student workbook contains the material covered in class, in addition to the hands-on lab exercises.

• Resource Toolkit. The Resource Toolkit is an online interface that contains resources that you will use in this workshop’s scenario-based labs. The lab scenario information and resources, such as procedures and annotated screenshots, will help you complete the labs. In addition, the resources are printed in a separate book.

• Student Materials CD. The Student Materials CD contains a Web page that provides you with links to resources pertaining to this workshop, including additional readings, lab files, multimedia presentations, and workshop-related Web sites.

Note: To open the Web page, insert the Student Materials CD into the CD-ROM drive, and then in the root directory of the CD, double-click StartCD.exe.

• Workshop evaluation. At the end of the workshop, you will have the opportunity to complete an online evaluation to provide feedback on the workshop, training facility, and instructor.

To provide additional comments or feedback on the workshop, send e-mail to [email protected]. To inquire about the Microsoft Certification Program, send e-mail to [email protected].

Introduction v

Student Materials CD Contents The Student Materials CD contains the following files and folders:

• Autorun.inf. When the CD is inserted into the CD drive, this file opens StartCD.exe. • Default.hta. This file opens the Student Materials Web page. It provides you with

resources pertaining to this clinic, including additional reading, review and lab answers, lab files, multimedia presentations, and clinic-related Web sites.

• Readme.txt. This file explains how to install the software for viewing the Student Materials CD and its contents and how to open the Student Materials Web page.

• StartCD.exe. When the CD is inserted into the CD drive, or when you double-click the StartCD.exe file, this file opens the CD.

• StartCD.ini. This file contains instructions to launch StartCD.exe. • Fonts. This folder contains fonts that may be required to view the Microsoft® Word

documents that are included with this clinic. • Webfiles. This folder contains the files that are required to view the workshop Web

page. To open the Web page, open Microsoft Windows® Explorer, and in the root directory of the CD, double-click StartCD.exe.

• Wordview. This folder contains the Word Viewer that is used to view any Word document (.doc) files that are included on the CD.

vi Introduction

Document Conventions The following conventions are used in clinic materials to distinguish elements of the text:

Convention Use

Bold Represents commands, command options, and syntax that must be typed exactly as shown. It also indicates commands on menus and buttons, dialog box titles and options, and icon and menu names.

Italic In syntax statements or descriptive text, indicates argument names or placeholders for variable information. Italic is also used for introducing new terms, for book titles, and for emphasis in the text.

Title Capitals Indicate domain names, user names, computer names, directory names, and folder and file names, except when specifically referring to case-sensitive names. Unless otherwise indicated, you can use lowercase letters when you type a directory name or file name in a dialog box or at a command prompt.

ALL CAPITALS Indicate the names of keys, key sequences, and key combinations —for example, ALT+SPACEBAR.

monospace Represents code samples or examples of screen text.

[ ] In syntax statements, enclose optional items. For example, [filename] in command syntax indicates that you can choose to type a file name with the command. Type only the information within the brackets, not the brackets themselves.

{ } In syntax statements, enclose required items. Type only the information within the braces, not the braces themselves.

| In syntax statements, separates an either/or choice.

Indicates a procedure with sequential steps.

... In syntax statements, specifies that the preceding item may be repeated.

.

.

.

Represents an omitted portion of a code sample.

Introduction vii

Microsoft Learning Product Types

Microsoft Learning offers the following instructor-led products. Each is specific to a particular audience type and level of experience. The different product types also tend to suit different learning styles. These types are as follows:

• Courses are for information technology (IT) professionals and developers who are new to a particular product or technology and for experienced individuals who prefer to learn in a traditional classroom format. Courses provide a relevant and guided learning experience that combines lecture and practice to deliver thorough coverage of a Microsoft product or technology. Courses are designed to address the needs of learners engaged in planning, design, implementation, management, and support phases of the technology adoption life-cycle. They provide detailed information by focusing on concepts and principles, reference content, and in-depth, hands-on lab activities to ensure knowledge transfer. Typically, the content of a course is broad, addressing a wide range of tasks necessary for the job role.

• Workshops are for knowledgeable IT professionals and developers who learn best by doing and exploring. Workshops provide a hands-on learning experience in which participants use Microsoft products in a safe and collaborative environment based on real-world scenarios.

viii Introduction

• iWorker courses or Information Worker Courses are scenario-based courseware lines to compete in the desktop applications market. This scenario-based courseware line will fill a need for applications training that supports on-the-job performance improvement with business and productivity solutions (rather than feature-based training). The purpose of an iWorker course is to promote skills/ knowledge transfer in the context of business scenarios to accomplish business objectives by working individually or collaboratively to find answers. iWorker courses are aimed at users who have working knowledge of the technology and are interested in applying that knowledge in specific business scenarios.

Introduction ix

Microsoft Learning Product Types (continued)

• Clinics are for IT professionals, developers, and technical decision makers. Clinics offer a detailed “how to” presentation that describes the features and functionality of an existing or new Microsoft product or technology, and that showcases product demonstrations and solutions. Clinics focus on how specific features will solve business problems.

• First Look Clinics are products specifically designed to deliver early content or critical information that Product Groups or other internal customers need communicated quickly and broadly. The First Look products convey knowledge-based (not skills-based) information to an audience profile identified as high-level Business Decision Makers.

• Hands-On Labs provide IT professionals and developers with hands-on experience with an existing or new Microsoft product or technology. Hands-on labs provide a realistic and safe environment to encourage knowledge transfer by learning through doing. The labs provided are completely prescriptive so that no lab answer keys are required. There is very little lecture or text content provided in hands-on labs, aside from lab introductions, context setting, and lab reviews.

x Introduction

How to Get the Most Out of a Workshop

The workshop is a fast-paced learning format that focuses on labs rather than lecture. In a workshop, lecture time is kept to a minimum so that students have the opportunity to focus on hands-on, scenario-based labs. The workshop format enables students to reinforce their learning by performing tasks and solving problems.

Because the lecture focuses only on a topic’s most important or difficult elements, the labs include a Resource Toolkit that contains information such as procedures, demonstrations, job aids, and other resources that provide you with the information that you need to complete a lab. Your instructor also can answer questions to help you complete the lab. The instructor will lead discussions after the lab and will review best practices.

Introduction xi

Microsoft Learning

Microsoft Learning develops Official Microsoft Learning Product (OMLP) courseware for computer professionals who use Microsoft products and technologies to design, develop, support, implement, or manage solutions. These learning products provide comprehensive, skills-based training in instructor-led and online formats.

Messaging Technology Specialist Curriculum for Microsoft Exchange Server 2007 The Messaging Technology Specialist curriculum is designed to enable professionals to target specific technologies and distinguish themselves by demonstrating in-depth knowledge and expertise in the broad range of specialized technologies. Microsoft Technology Specialists are consistently capable of implementing, building, troubleshooting, and debugging a particular Microsoft technology.

It is recommended that you take the following learning products in this order:

• Course 5047A: Introduction to Installing and Managing Microsoft Exchange Server 2007

• Course 5049A: Managing Messaging Security Using Microsoft Exchange Server 2007

• Course 5050A: Recovering Messaging Servers and Databases Using Microsoft Exchange Server 2007

• Workshop 5051A: Monitoring and Troubleshooting Microsoft Exchange Server 2007

xii Introduction

Other related learning products may become available in the future. For up-to-date information about recommended learning products, visit the Microsoft Learning Web site.

Microsoft Learning Information For more information, visit the Microsoft Learning Web site at http://www.microsoft.com/learning/.

Introduction xiii

Microsoft Certification Program

Microsoft Learning offers a variety of certification credentials for developers and IT professionals. The Microsoft Certification Program (MCP) is the leading certification program for validating your experience and skills, keeping you competitive in today’s changing business environment.

Related Certification Exams This course helps students to prepare for Exam 70-236, TS: Exchange Server 2007, Configuring.

Exam 70-236 is a core exam for the Technology Series.

MCP Certifications The MCP program includes the following certifications.

MCITP

The new Microsoft Certified IT Professional (MCITP) credential allows IT professionals to distinguish themselves as experts in their specific area of focus. There is a straightforward upgrade path from the MCDBA certification to the new MCITP credentials. There are currently three IT Professional certifications—database development, database administration, and business intelligence:

• Microsoft Certified IT Professional: Database Developer • Microsoft Certified IT Professional: Database Administrator • Microsoft Certified IT Professional: Business Intelligence Developer

xiv Introduction

MCPD

The Microsoft Certified Professional Developer (MCPD) credential highlights developer job roles, featuring specific areas of expertise. There is a straightforward upgrade path from the MCAD and MCSD for Microsoft .NET certifications to the new MCPD credentials. There are three MCPD certification paths—Web application development, Windows development, and enterprise applications development:

• Microsoft Certified Professional Developer: Web Developer • Microsoft Certified Professional Developer: Windows Developer • Microsoft Certified Professional Developer: Enterprise Applications Developer

MCTS

The Microsoft Certified Technology Specialist (MCTS) credential enables professionals to target specific technologies and distinguish themselves by demonstrating in-depth knowledge of, and expertise in, the technologies with which they work. There are currently five MCTS certifications:

• Microsoft Certified Technology Specialist: .NET Framework 2.0 Web Applications • Microsoft Certified Technology Specialist: .NET Framework 2.0 Windows

Applications • Microsoft Certified Technology Specialist: .NET Framework 2.0 Distributed

Applications • Microsoft Certified Technology Specialist: SQL Server™ 2005 • Microsoft Certified Technology Specialist: BizTalk® Serve

MCDST on Microsoft Windows

The Microsoft Certified Desktop Support Technician (MCDST) certification is for professionals who successfully support and educate end users, and who troubleshoot application and operating system issues on desktop computers running the Windows operating system.

MCSA on Microsoft Windows Server™ 2003

The Microsoft Certified Systems Administrator (MCSA) certification is designed for professionals who implement, manage, and troubleshoot existing network and system environments based on the Windows Server 2003 platform. Implementation responsibilities include installing and configuring parts of systems. Management responsibilities include administering and supporting systems.

Introduction xv

MCSE on Microsoft Windows Server 2003

The Microsoft Certified Systems Engineer (MCSE) credential is the premier certification for professionals who analyze business requirements and design and implement infrastructure for business solutions based on the Windows Server 2003 platform. Implementation responsibilities include installing, configuring, and troubleshooting network systems.

MCAD for Microsoft .NET

The Microsoft Certified Application Developer (MCAD) for Microsoft .NET credential provides industry recognition for professional developers who use Microsoft Visual Studio® .NET and Web services to develop and maintain department-level applications, components, Web or desktop clients, or back-end data services, or who work in teams developing enterprise applications. The credential covers job tasks ranging from developing to deploying and maintaining these solutions.

MCSD for Microsoft .NET

The Microsoft Certified Solution Developer (MCSD) for Microsoft .NET credential is the top-level certification for advanced developers who design and develop leading-edge enterprise solutions by using Microsoft development tools and technologies as well as the Microsoft .NET Framework. The credential covers job tasks ranging from analyzing business requirements to maintaining solutions.

MCDBA on Microsoft SQL Server 2000

The Microsoft Certified Database Administrator (MCDBA) credential is the premier certification for professionals who implement and administer SQL Server 2000 databases. The certification is appropriate for individuals who derive physical database designs, develop logical data models, create physical databases, create data services by using Transact-SQL, manage and maintain databases, configure and manage security, monitor and optimize databases, and install and configure SQL Server.

MCP

The Microsoft Certified Professional (MCP) credential is for individuals who have the skills to implement successfully a Microsoft product or technology as part of an organization’s business solution. Hands-on experience with the product is necessary to successfully achieve certification.

MCT

Microsoft Certified Trainers (MCTs) demonstrate the instructional and technical skills that qualify them to deliver Official Microsoft Learning Products through a Microsoft Certified Partner for Learning Solutions (CPLS).

xvi Introduction

Certification Requirements Certification requirements differ for each certification category and are specific to the products and job functions that the certification addresses. To earn a certification credential, you must pass rigorous certification exams that provide a valid and reliable measure of technical proficiency and expertise.

Additional Information: See the Microsoft Learning Web site at http://www.microsoft.com/learning/. You can also send e-mail to [email protected] if you have specific certification questions.

Acquiring the Skills Tested by an MCP Exam Official Microsoft Learning Products can help you develop the skills that you need to do your job. They also complement the experience that you gain while working with Microsoft products and technologies. However, no one-to-one correlation exists between Official Microsoft Learning Products and MCP exams. Microsoft does not expect or intend for the courses to be the sole preparation method for passing MCP exams. Practical product knowledge and experience are also necessary to pass MCP exams.

To help prepare for MCP exams, use the preparation guides that are available for each exam. Each Exam Preparation Guide contains exam-specific information, such as a list of the topics on which you will be tested. These guides are available on the Microsoft Learning Web site at http://www.microsoft.com/learning/.

Introduction xvii

Facilities

xviii Introduction

About This Workshop

This section provides you with a brief description of the workshop, objectives, and target audience.

Description This two-day workshop teaches messaging specialists to monitor and troubleshoot an Exchange Server 2007 messaging system. You will learn how to correlate client and server issues and resolve those issues. You also will learn how to monitor systems and create reports from the monitoring data.

Objectives After completing this workshop, you will be able to:

• Use the Microsoft Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005 to monitor Exchange servers.

• Monitor and troubleshoot client performance and connectivity. • Identify and resolve issues related to access of resources and messages. • Monitor and troubleshoot mail flow. • Monitor and troubleshoot Mailbox servers. • Monitor and troubleshoot external and additional services. • Identify trends in a messaging system.

Introduction xix

Audience The audience for this course includes people with experience with Exchange Server 2007 or previous versions of Exchange Sever. These people will have experience installing and configuring Exchange Server, configuring recipients and mailboxes, and supporting Exchange Server clients. People coming into the course are expected to have at least three years experience working in the Information Technology field—typically in the areas of network administration or Windows Server administration—and one year of Exchange Server administration experience.

xx Introduction

Prerequisites

This workshop requires that you meet the following prerequisites:

• Fundamental knowledge of network technologies including DNS and firewall technologies.

• Experience administering Exchange Server 2007. • Experience with the Windows Server 2003 operating system. • Experience with Active Directory® directory service in Windows Server 2003. • Experience with managing backup and restore on Windows Servers. • Experience using Windows management and monitoring tools such as Microsoft

Management Console, Active Directory Users and Computers, Performance Monitor, Event Viewer, and IIS Administrator.

• Experience using Windows networking and troubleshooting tools such as Network Monitor, Telnet, and NSLookup.

Introduction xxi

Workshop Outline

Unit 1, “Introduction to Exchange Server Monitoring and Troubleshooting,” provides an overview of how to use the Microsoft Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005 to monitor Exchange servers. The information gathered while performing this unit’s monitoring and troubleshooting tasks will help you to determine the next logical troubleshooting step. After completing this unit, you will be able to monitor Exchange servers using MOM and explain an Exchange troubleshooting model.

Unit 2, “Monitoring and Troubleshooting Client Performance and Connectivity,” introduces the tools for monitoring client performance and connectivity that are used for Exchange Server 2007. The information in this unit will assist you in troubleshooting client-access issues and using the appropriate tools to restore service to users as quickly as possible. After completing this unit, you will be able to monitor and troubleshoot client performance and connectivity.

Unit 3, “Troubleshooting Access to Resources and Messages,” describes troubleshooting issues that are related to client access to resources and messages. The information in this unit includes an explanation of how public folder access works and how calendaring works in Exchange Server 2007 and describes the process for troubleshooting client-access server issues. After completing this unit, you will be able to identify and resolve issues related to access of resources and messages.

xxii Introduction

Unit 4, “Monitoring and Troubleshooting Mail Flow,” describes troubleshooting issues that are related to mail flow issues. This unit introduces the tools for monitoring mail flow and describes the troubleshooting processes for both internal and external mail flow. After completing this unit, you will be able to monitor and troubleshoot mail flow.

Unit 5, “Monitoring and Troubleshooting Mailbox Servers,” describes troubleshooting issues that are related to configuration errors or failures on a messaging server. This unit introduces the tools for monitoring Exchange Mailbox servers, and describes the process for troubleshooting Exchange Mailbox servers and the troubleshooting guidelines. After completing this unit, you will be able to monitor and troubleshoot Mailbox servers.

Unit 6, “Monitoring and Troubleshooting External and Additional Services,” describes troubleshooting issues that are related to external and additional services that are required by Exchange Server 2007. This unit introduces the external and additional services required by Exchange Server 2007, the external services required for Unified Messaging in Exchange Server 2007, and the tools for monitoring external services. After completing this unit, you will be able to monitor and troubleshoot external and additional services.

Unit 7, “Identifying Trends in a Messaging System,” discusses how to proactively address issues in an Exchange Server 2007 environment by identifying and addressing trends in a messaging system. This unit describes the tools for identifying trends in a messaging system and discusses how to apply considerations for identifying and addressing these trends. After completing this unit, you will be able to identify and address trends in a messaging system.

Introduction xxiii

Introduction to the Workshop Business Scenario

This topic introduces a fictitious business scenario, your role in that scenario, and one potential solution to the business problem presented in the scenario. Your instructor will demonstrate one solution. You will be able to create your own solution upon completion of this workshop.

Introduction to A. Datum Corporation A. Datum Limited is a medium sized research company based in Sydney, Australia, with several other locations worldwide. The company has recently transitioned from running Exchange Server 2003 to running Exchange Server 2007.

Your role in A. Datum Corporation You are the messaging administrator at A. Datum Corporation. You are responsible for monitoring and troubleshooting issues with the messaging environment. You also are responsible for identifying and addressing trends within the messaging environment.

xxiv Introduction

Virtual Machine Environment

This section provides the information for setting up the classroom environment to support the workshop’s business scenario.

Virtual Machine Configuration In this workshop, you will use Microsoft Virtual Server 2005 to perform the hands-on practices and labs.

Important: Throughout this workshop, when you start the virtual machines, ensure that you start 5051A-MTL-EX1 first and that it is fully started before starting any other virtual machines. If you receive a notification that one or more services failed to start when starting a virtual machine, open the Services console on the virtual machine and ensure that all Microsoft Exchange services that are configured to start automatically are started.

Introduction xxv

The following table shows the role of each virtual machine used in this workshop:

Virtual machine Role

MTL-MOM1 Member server running Microsoft Operations Manager 2005 with Service Pack 1.

MTL-EX1 Domain controller in the Adatum.com domain with Exchange Server 2007 installed and running the Mailbox server, the Client Access server and Hub Transport server roles.

MTL-EX2 Member server in the Adatum.com domain with Exchange Server 2007 installed and running the Mailbox server role.

TOR-EX1 Second domain controller in the Adatum.com domain with Exchange Server 2007 installed and running the Mailbox server, the Client Access server and Hub Transport server roles.

MTL–CL1 Client computer running Windows XP with Service Pack 2 and Outlook 2007.

MTL–EDGE1 Stand-alone server with Exchange Server 2007 installed and running the Edge Transport server role.

MTL-SRV1 Stand-alone server running Routing and Remote Access and the POP3 and SMTP services.

Important: At the end of each lab, you must close the virtual machine and must not save any changes. To close a virtual machine without saving the changes, perform the following steps: 1. On the host computer, click Start, point to All Programs, point to Microsoft Virtual Server, and then click Virtual Server Administration Website. 2. Under Navigation, click Master Status. For each virtual machine that is running, point to the virtual machine name, and in the context menu, click Turn off Virtual Machine and Discard Undo Disks. Click OK.

Software Configuration The following software is installed on the VM:

• Windows Server 2003 with Service Pack 1, or Windows XP with Service Pack 2 • Exchange Server 2007 • Microsoft Office Outlook 2007 (on MTL-CL1 only)

Classroom Setup Each classroom computer will have the same virtual machine configured in the same way.

xxvi Introduction

Workshop Hardware Level To ensure a satisfactory student experience, Microsoft Learning requires a minimum equipment configuration for trainer and student computers in all Microsoft Certified Partner for Learning Solutions (CPLS) classrooms in which Official Microsoft Learning Product courseware are taught.

This workshop requires that you have a computer that meets or exceeds hardware level 5, which specifies a 2.4–gigahertz (minimum) Pentium 4 or equivalent CPU, at least 2 gigabytes (GB) of RAM, 16 megabytes (MB) of video RAM, and a 7200 RPM 40-GB hard disk.

Introduction xxvii

Demonstration: Using Microsoft Virtual Server

In this demonstration, your instructor will help familiarize you with the Virtual Server environment in which you will work to complete the practices and labs. You will learn:

• How to connect to the Virtual Server Administration Website. • How to configure virtual machine configurations using the Virtual Server

Administration Website. • How to connect to a virtual machine using the Virtual Machine Remote Control

Client. • How to shut down a virtual machine without saving any changes.

Keyboard shortcuts While working in the Virtual Machine Remote Control Client environment, you might find it helpful to use keyboard shortcuts. All Virtual Server shortcuts include a key that is referred to as the HOST key or the RIGHT-ALT key. By default, the HOST key is the ALT key on the right side of your keyboard. Some useful shortcuts include:

• RIGHT-ALT+DELETE to log on to the Virtual PC. • RIGHT-ALT+ENTER to switch between full-screen and window modes.

For more information about using Virtual Server, see Virtual Server Help.

Unit 1: Introduction to Exchange Server Monitoring and Troubleshooting

Table of Contents Overview 1-1 Introduction to Microsoft Operations Manager 1-2 Introduction to Troubleshooting Exchange

Server 2007 1-4 Demonstration: Using MOM to Monitor Exchange

Servers 1-7 Lab: Introduction to Exchange Server Monitoring

and Troubleshooting 1-9







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Unit 1: Introduction to Exchange Server Monitoring and Troubleshooting 1-1

Overview

This unit provides an overview of using the Microsoft® Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005 to monitor Exchange servers. The information gathered while performing this unit’s monitoring and troubleshooting tasks will help you determine the next logical step in the troubleshooting process.

Objectives After completing this unit, you will be able to:

• Monitor Exchange servers using MOM. • Explain an Exchange troubleshooting model.

1-2 Unit 1: Introduction to Exchange Server Monitoring and Troubleshooting

Introduction to Microsoft Operations Manager

A complex, distributed information technology (IT) infrastructure includes hundreds of computers and dozens of servers. To effectively administer these computers, MOM 2005 offers management tools and agents to keep close track of the network infrastructure. To specifically monitor and manage targeted applications, such as Exchange, you can load a management pack for Exchange into a MOM 2005 server. MOM 2005 management packs provide predefined settings that configure agents to monitor a specific service or application. In a typical IT environment, management packs do not require significant customizations and can be deployed easily.

What a Management Pack Contains A management pack is made up of modules. Each module includes:

• Rules that determine the operations data that the agents collect and the actions that agents must take based on the collected data.

• List of groups for organizing managed computers that are running the same services. • Knowledge base that contains troubleshooting information specific to the service or

application. • Tasks that you can run to diagnose and resolve problems. • Service-specific or application-specific reports.


MOM 2005 ships with the Base Management Pack. This pack is used to monitor core Windows services, such as the Active Directory® directory service, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and Internet Information Services (IIS).

Note: You can use the MOM Administrator console to import a management pack to a MOM management server. When you import a management pack, the configuration settings contained in the management pack are copied to the management server. The management server then uses these settings to organize managed computers into groups and to configure agents to monitor these computers.

Tip: To properly manage Exchange Server 2007, you must load the latest management pack for Exchange Server 2007. The management pack is available on the “Management Pack for Exchange Server 2007 for MOM 2005” page on the Microsoft Download Center Web site.


Introduction to Troubleshooting Exchange Server 2007

In complex messaging infrastructures, problems may arise that can cause e-mail service disruptions or failures. Although the symptoms may be easily identified based on user feedback or interface error messages, the root of the problem may be more difficult to determine. By using an efficient troubleshooting logic, you can examine potential causes for a problem and quickly identify the exact source of the error.

When a problem arises, you must be able to first identify what is not the source of the problem. By eliminating potential sources of a problem, you can move closer to identifying and resolving the actual software error or hardware issue. This method of troubleshooting a problem depends on your knowledge about what is required for Exchange Server 2007 to function correctly and your ability to recognize symptoms.

Example of Efficient Troubleshooting Logic A user named Zachary complains that he cannot open his mailbox when using Microsoft Office Outlook®. He receives an error message that the mailbox cannot be found on the server. The information contained in this error message is enough for you to determine that the user was able to contact an Exchange server. This information should help you reduce the time needed to troubleshoot the problem.


First, you must determine whether the user has previously been able to log on or if the user is new to the organization. If the user has not been able to log on previously or if the user is new, the mailbox may not have been created for the user or it may have been configured incorrectly with missing configurations or access rights. If the user has been able to log on previously, troubleshoot the problem by asking the following questions:

• Are other users with mailboxes stored on the same server experiencing the problem? • If the answer is no, this indicates that the Exchange server is running on the

network, that the Exchange Information Store service is running, that the mailbox database is mounted, and that Active Directory authentication is functioning. Therefore, you must:

• Verify that the Outlook profile is pointing to the correct server.

• Verify that a mailbox-enabled user exists on that server.

• Verify that the user account has permissions to that mailbox.

When you have finished the verification process, the problem may be resolved. If the problem persists, continue with troubleshooting by moving on to the next question.

• If the answer is yes, that means other network users are experience the same problem, and you must continue with troubleshooting by moving on to the next question.

• Are other users hosted on other mailbox databases on the same server experiencing the problem? • If the answer is no, only users from the same mailbox database are experiencing

the problem and you must investigate issues specific to that particular mailbox database. Therefore, you must:

• Verify that the database is mounted.

• Look in the application log to find errors or warnings specific to that mailbox database.

When you have finished, the problem may be resolved. If the problem persists, continue with troubleshooting by moving on to the next question.

• If the answer is yes, that means users from other databases on the server are experiencing the same problem and it is not specific to the mailbox database. Thus, it’s more likely to be a global server issue. Therefore, you must:

• Verify that all databases are mounted.

• Verify that all required services are started on the server.

When you have finished, the problem may be resolved. If the problem persists, continue with troubleshooting by moving on to the next question.


• Are domain controllers, global catalog servers, or DNS servers experiencing problems? • If the answer is no, and no other clients on the network are experiencing this

problem, then the client computer’s network settings may be configured incorrectly. Therefore, you must verify the TCP/IP settings, including the DNS server assignment. At this point, the problem should be resolved.

• If the answer is yes, you must resolve the problems immediately because Exchange Server 2007 depends upon these services.


Demonstration: Using MOM to Monitor Exchange Servers

In this demonstration, you will see how you can use MOM 2005 to assist in the troubleshooting process.

Key Points The key points of this demonstration include how to:

• Verify the Exchange Server 2007 services. • Install a MOM Management Pack. • Explore the MOM Administrator console and Operator console. • Troubleshoot an Exchange error discovered by MTL-MOM1.

Discussion Questions Briefly discuss your answers to the following questions with the class:

Q If you have not seen MOM 2005 before, what are your first impressions? A Answers will vary.


Q How does MOM functionality compare to how you currently monitor your Exchange servers?

A Answers will vary. Q What are the benefits of using a monitoring solution for your Exchange servers? A Answers will vary. In most organizations, e-mail is a critical service so it is important

to be aware of any issues with the messaging system as soon as possible.

Note: The answers to the discussion questions are on the Student Materials CD.


Lab: Introduction to Exchange Server Monitoring and Troubleshooting

In this lab, you will discuss how to develop a monitoring and troubleshooting process.

Scenario A. Datum Corporation is a medium-size organization with several locations. The organization’s chief information officer (CIO) has organized a meeting with the entire Exchange administration team. The meeting’s purpose is for the team to define a monitoring and troubleshooting process for the Exchange Server 2007 servers that the organization has just implemented.


Exercise: Developing a Monitoring and Troubleshooting Process In this exercise, you will work in small groups to develop flow charts what will provide a step-by-step process for monitoring and troubleshooting the Exchange Server environment A. Datum Corporation. You will then discuss the questions and answers with the entire class and present your solution as a group.

Documenting a Troubleshooting Process In this exercise, you will work in small groups to create a flow chart to document a troubleshooting process. With your small group, develop a flow chart that provides details on how you would troubleshoot the problem that the instructor assigned to your group. Be prepared to present your flow chart to the entire class.

The flow charts should include:

• The questions that you would ask at each point in the troubleshooting process. • The options in the troubleshooting process based on the answers to each

troubleshooting question.

The following diagram provides a simple example of what the troubleshooting flow chart should look like. This is a simplified version of the troubleshooting process that you might follow if a user reports that they cannot access the Internet.


When you finish the flow chart, review the other two scenarios and be prepared to provide feedback on the flow charts that other groups prepare.

Scenario 1: A user calls the Help desk. The user states that they are unable to send or receive e-mail from their messaging client. The user is inside the organization and is using Outlook 2007 to access their mailbox.

Scenario 2: A user calls the Help desk. The user states that they are unable to send or receive e-mail from their messaging client. The user is outside the organization and is using Outlook Web Access to access their mailbox.

Scenario 3: A user calls the Help desk. The user states that they have been trying to send a message to another user in the organization and to an external recipient, and neither message has arrived.

Discussion Questions Review and answer the following questions in small groups:

Q What components running on an Exchange server do you need to monitor? A Answers may vary. Use the following as basic guidelines: All Exchange services

need to be monitored, as well as additional components such as hard-disk free space availability and available memory. An administrator also may want to monitor critical services for a specific server role. For example, the Microsoft Exchange Information Store service on Mailbox servers or the Microsoft Exchange Transport service on Hub Transport servers. Other relevant monitoring settings can be seen on the MOM Administrator and Operations consoles.

Q What are Exchange dependency services that are required, and which, if unavailable, can affect the A. Datum messaging system?

A Answers may vary, but should include Internet Information Services (IIS), Active Directory, and DNS. Note that the SMTP service is no longer required on Exchange Server 2007.

Q How will the services that A. Datum Exchange servers provide be impacted if the: • Exchange Transport service is stopped?

A Mail delivery inside and outside the server will stop functioning.


• Hard disk maintaining the databases runs out of free space?

A The Microsoft Exchange Information Store service will stop.

• Hard disk maintaining the transaction logs runs out of free space?

A The Microsoft Exchange Information Store service will stop.

• Global catalog server becomes unavailable on the network?

A Many features that depend on global catalog queries will fail, including the listing of recipients in address lists and the categorization process that occurs during message transport.


Unit 2: Monitoring and Troubleshooting Client Performance and Connectivity

Table of Contents Overview 2-1 Tools for Monitoring Client Performance and

Connectivity 2-2 Process for Troubleshooting MAPI Clients 2-5 Process for Troubleshooting Client Access

Server Clients 2-7 Lab Scenario 2-10 Lab Outcomes 2-11 Lab: Monitoring and Troubleshooting Client

Performance and Connectivity 2-12 Lab Discussion 2-18







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Unit 2: Monitoring and Troubleshooting Client Performance and Connectivity 2-1

Overview

Troubleshooting issues for Microsoft® Exchange Server 2007 often are related to client connectivity and performance, or with objects in the user’s mailbox. In this unit, you will monitor and troubleshoot client performance and connectivity. This unit’s information will assist you in troubleshooting client-access issues and using the appropriate tools to restore service to users as quickly as possible.


• Identify tools for monitoring client performance and connectivity. • Describe the process for troubleshooting MAPI clients. • Describe the process for troubleshooting Client Access server clients. • Configure Microsoft Operations Manager (MOM) to monitor client connectivity

issues. • Identify the cause for an Autodiscover issue and resolve the issue. • Identify the cause for a remote client connectivity issue and resolve the issue.

2-2 Unit 2: Monitoring and Troubleshooting Client Performance and Connectivity

Tools for Monitoring Client Performance and Connectivity

The first sign of a problem in most messaging environments may be detected on a client computer, such as when a user is unable to open Microsoft Office Outlook® or log on to Outlook Web Access. Users may report these problems to the organization’s help desk before any alerts are generated from server monitoring tools. Problems also may occur in dependent servers or services that client computers access, and may not be detected earlier by an administrator. In many cases, these problems lead to first-level troubleshooting on a client computer or client-focused troubleshooting on an administrator console.

Troubleshooting Tools Messaging administrators must understand, and have experience with, the troubleshooting tools that are used for Microsoft Exchange Server 2007. The tools that are used to troubleshoot client performance and connectivity problems are categorized into one of the following types:

• Windows networking tools • General troubleshooting tools • Monitoring tools


Windows Networking Tools Windows networking tools are used to verify or test network connectivity from a Microsoft Windows® client to a computer running the Microsoft Windows Server® operating system. The following list provides examples of Windows networking tools:

• Ping. Used to test general IP configuration and connectivity. • Telnet. Used to connect to a specific IP port and validate the availability of a

listening service on a computer running Windows Server. • RPCPing. Used to test the availability of a remote procedure call (RPC) connection

from a Windows client to a computer running Windows Server. RPCPing is particularly useful in troubleshooting connectivity problems from an Outlook client to an Exchange server.

• Nslookup. Used to connect to a Domain Name System (DNS) server to verify the availability of DNS database records. Nslookup is particularly useful to verify the availability of mail exchange (MX) records for a destination server when users report problems in sending mail outside the Exchange organization.

General Troubleshooting Tools General troubleshooting tools are used to troubleshoot client-based problems, such as connectivity and authentication issues. The following list provides examples of general troubleshooting tools:

• Microsoft Exchange Server ActiveSync® Certificate-Based Authentication Tool. Provides several utilities that assist an Exchange administrator in configuring and validating client certificate authentication for Exchange Server ActiveSync. Certificate authentication is an integral part of ensuring security when mobile devices are accessing messages from an Exchange server.

• Event Viewer and protocol logs. Allows an administrator to review the information that a service or protocol logs. These tools are useful in determining the error codes that an application or service provides and in determining which protocol or component is causing an error on a server.

• MAPI Editor. Replaces the Information Store Viewer (MDBVU32) and provides access to the MAPI mailbox stores through a graphical user interface (GUI).

Note: When you install Exchange Server 2007, the Messaging API (MAPI) client libraries and Collaboration Data Objects 1.2.1 are not installed on the server. The MAPI Editor tool requires these APIs. You must download and install the Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1 from the “Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1” page on the Microsoft Download Center Web site before running the MAPI Editor on a computer running Exchange Server 2007.


• Exchange Troubleshooting Assistant. Programmatically executes troubleshooting steps to identify the root cause of performance, mail flow, and database-mounting issues. This tool automatically determines the set of data that is required to troubleshoot the identified symptoms and collects configuration data, performance counters, event logs, and live tracing information from an Exchange server and other appropriate sources. This tool analyzes each subsystem to determine individual bottlenecks and component failures, and then aggregates the information to provide root cause analysis.

Note: The Exchange Troubleshooting Assistant is accessible in the Toolbox work area in Exchange Server 2007 Exchange Management Console. All general troubleshooting tools listed here can be downloaded from the “Downloads for Exchange Server 2007” page on the Microsoft TechNet Web site.

Monitoring Tools Monitoring tools are used to monitor performance and specific components on an Exchange server to ensure that all features are functioning as expected and that enough resources are available to enable Exchange to adequately service all users. The following list provides examples of monitoring tools:

• Exchange Server 2007 Management Pack for MOM 2005. Provides MOM tools that are used to monitor client connectivity and availability of services on an Exchange server.

Note: For more information about the Exchange Server 2007 Management Pack for MOM 2005, see Unit 1, “Introduction to Exchange Server Monitoring and Troubleshooting” in Workshop 5051A: Monitoring and Troubleshooting Microsoft Exchange Server 2007.

• Exchange Server User Monitor. Used to gather real-time data to help you better understand current client-usage patterns, and to plan for future system modifications that may be required. Administrators can view several items, including IP addresses used by clients, versions and modes of Microsoft Office Outlook, and resources such as CPU usage, server-side processor latency, and total latency for network and processing with the Outlook 2003 version of MAPI.

• Performance console. Provides counters that are used to monitor performance. During the Exchange Server 2007 installation, the available counters for the Performance console on a Windows Server are modified to include Exchange-related counters. An administrator can use these counters to ensure availability of physical resources, validate activation of an anti-spam agent, monitor the number of SMTP messages relayed, and verify the connectivity status of Outlook clients.


Process for Troubleshooting MAPI Clients

Client connectivity for Exchange Server 2007 can occur over multiple protocols and from many different client applications. The Outlook client is the most common client application that is used to connect to an Exchange server. The Outlook client is versatile and can connect to an Exchange server over multiple protocols.

MAPI over RPC is the recommended method for connecting Outlook clients to an Exchange server. A MAPI client can use the full range of Exchange Server functionality and provides a rich feature set for client connectivity. More users connect to an Exchange server using Outlook with MAPI than any other client connectivity method. As an Exchange administrator, you must know how to troubleshoot MAPI connectivity.


Troubleshooting MAPI Connectivity When troubleshooting Outlook with MAPI connectivity to an Exchange server, use the following steps:

1. Identify network connectivity issues. If the Outlook client or the Exchange server is experiencing problems connecting to the network, Outlook will show a status of Disconnected, and no new messages can be transferred between the client and the server.

2. Identify client configuration issues. A client configuration issue can occur in Outlook or Windows configurations. An improperly configured client can prevent the computer from connecting to the Exchange server or create intermittent connectivity problems. You may need to troubleshoot the client computer to rule out any configuration errors before investigating a server-based issue.

3. Identify name resolution issues. Outlook clients must be able to resolve the name of the Exchange server they are connecting to. By default, Outlook 2007 clients use DNS host-name resolution to resolve the name of the Exchange server to its IP address. If DNS servers are not available on the network or if the records in DNS are incorrect, Outlook clients are unable to connect to the Exchange server.

4. Identify server configuration or service-availability issues. A configuration error can prevent some or all users from connecting to the Exchange server. Based on the symptom that the user is experiencing, you can verify configuration by using the Exchange Server Best Practices Analyzer Tool or examine server properties by using the Exchange Management Console.

Important: To reduce the time necessary for troubleshooting MAPI connectivity issues, use Active Directory Group Policy to standardize client configuration. If you are using Outlook 2007, you can also use the Autodiscover feature of Exchange Server 2007 to automate client configuration and reduce the likelihood of human errors.


Process for Troubleshooting Client Access Server Clients

In Exchange Server 2007, a Client Access server role is required whenever non-MAPI clients are used. A Client Access server role also is required for some MAPI client features. Clients such as POP3, IMAP4, Outlook Web Access, Exchange ActiveSync, and Outlook Anywhere always connect to a Client Access server. Requests that these clients make to the Client Access server are forwarded to the Mailbox server to read and send messages.

Troubleshooting Client Access Server Issues When managing a Client Access server in the Exchange organization, an Exchange administrator may have to troubleshoot Client Access server clients by using the following process:

1. Identify any connectivity issues on the remote client. Most clients that connect to a Client Access server do so from a remote Internet connection. When troubleshooting user complaints about Exchange services being unavailable, you should first ensure that the remote client can properly connect to Internet resources.


2. Identify network connectivity and name resolution issues. As with other Exchange servers, Client Access servers require stable network connectivity to Mailbox servers and rely on name resolution to communicate with Mailbox servers. A connectivity or name resolution issue between a client and a Client Access server, or between a Client Access server and a Mailbox server, can prevent users from accessing their mailboxes.

3. Identify client certificate issues. When standardizing a client configuration environment, most administrators will opt to use the Exchange Server 2007 Autodiscover feature to automatically configure Outlook profiles. Autodiscover, Outlook Anywhere, and Exchange ActiveSync all rely on valid server certificates to provide secure communication with the server. Invalid names on certificates, expired certificates, or non-trusted certificates can cause connectivity issues between these clients and an Exchange Server 2007 Client Access server.

4. Identify server configuration issues. Autodiscover requires that you configure Exchange server by using the Exchange Management Shell. For example, you must verify that all Autodiscover features have been enabled, such as the Outlook Provider. Outlook user profiles will not be configured automatically during the first logon if the Autodiscover features have not been configured properly on the Exchange server. You also must use the Exchange Management Shell to configure the Availability service (accessed as a Web service) with the necessary settings to ensure that calendaring information is available to all users.

5. Identify client configuration issues. Client configurations can affect connectivity, depending on the type of client application that connects to a Client Access server. For example, with Outlook Web Access clients, proxy settings or Internet security settings may affect connectivity to the Client Access server. With Outlook Anywhere clients, connectivity issues may be caused by networking configuration problems or settings that are configured within the Outlook profile. Users can test connectivity to Autodiscover and Outlook Anywhere by using the Connection Status and Test E-Mail AutoConfiguration commands. These commands are located on the Outlook menu that appears when you right-click the Outlook icon in the notification area.


Tip: To ensure that a valid server certificate is trusted and can be used for connecting with RPC over HTTP, connect to the RPC virtual directory on the Exchange server from a Web browser. If the user is prompted with a warning message about the certificate authenticity, there is an issue with the certificate configuration that will cause a problem with Outlook Anywhere, Autodiscover, and Exchange ActiveSync.

Note: To minimize the risk of encountering server configuration issues with a Client Access server, you can run the Exchange Server Best Practices Analyzer and create a baseline for server configurations. From this baseline, you can easily detect configuration changes that may cause a connectivity issue.


Lab Scenario

Background Information You are the messaging administrator for A. Datum Corporation. You are responsible for monitoring and troubleshooting client performance and connectivity issues.

Current Situation You are working in the messaging environment and reviewing the ticketing queue. One ticket shows that a user cannot access other users’ availability information when trying to book a meeting. Another ticket shows that a mobile user is not able to access the user's mailbox on an Exchange server using Outlook Web Access.

Requirements You must configure MOM to monitor client connectivity issues. You also must identify and resolve the cause of a MAPI connectivity issue and the cause of a remote-client connectivity issue.


Lab Outcomes

You have completed this lab successfully when you have:

• Configured MOM to monitor client-connectivity issues. • Identified and resolved the cause of an AutoDiscover issue. • Identified and resolved the cause of a remote-client connectivity issue.


Lab: Monitoring and Troubleshooting Client Performance and Connectivity

After completing this lab, you will be able to:

• Configure MOM to monitor client-connectivity issues. • Identify the cause for an AutoDiscover issue, and resolve the issue. • Identify the cause for a remote client-connectivity issue, and resolve the issue.

Estimated time to complete this lab: 75 minutes.

Important: When you start the virtual machines, ensure that you start 5051A-MTL-EX1 first and that it is fully started before starting any other virtual machines. If you receive a notification that one or more services failed to start when starting a virtual machine, open the Services console on the virtual machine and ensure that all Microsoft Exchange services that are configured to start automatically are started.

Lab Setup For this lab, you will use the available Microsoft Virtual PC environment. Before you begin the lab, you must:

• Start the 5051A-MTL-EX1, 5051A-MTL-MOM1, and 5051A-MTL-CL1 virtual machines.

• Log on to the virtual machines as Adatum\administrator using the password Pa$$w0rd.


Exercise 1: Monitoring Client Connectivity In this exercise, you will configure MOM to monitor client connectivity issues.

Scenario You are the messaging administrator for A. Datum Corporation. Recently, members of your information technology (IT) staff have been complaining that they have had to troubleshoot several issues related to client connectivity to the Exchange servers. An increasing problem is that users are notifying the IT staff about the problem and IT staff has reacted based on the trouble tickets generated by users. You must find a more proactive solution to handling connectivity problems with Exchange Server 2007. You decide to use MOM 2005 and Microsoft Exchange Server User Monitor to manage Exchange Server 2007.

Note: The answers to the practices and labs are on the Student Materials CD.

Tasks Supporting information

1. Configure MOM Exchange Management counters to monitor MAPI client connectivity.

• On MTL-MOM1, use the MOM 2005 Administrator console to add MTL-EX1 to the Exchange Server 2007 Mailbox servers computer group.

• Verify that MOM is monitoring the results of the Test-MAPIConnectivity test.

Note: See “How to Configure MOM to Monitor Client Connections” in the Resource Toolkit.

2. Use MOM 2005 to test the monitoring results of a dismounted mailbox database.

• On MTL-EX1, dismount a mailbox database from the Exchange Management Console.

• On MTL-MOM1, verify the events logged in MOM 2005 after a failed MAPI connectivity test.

• On MTL-EX1, mount the mailbox database from the Exchange Management Console.

Note: See “How to Configure MOM to Monitor Client Connections” in the Resource Toolkit.

3. Install the Microsoft Exchange Server User Monitor and monitor MAPI client connections.

• On MTL-EX1, install the Microsoft Exchange Server User Monitor. The installation file is located in the D:\Unit02\Labfiles folder.

• Start Microsoft Exchange Server User Monitor. • On MTL-CL1, open Outlook and send a message to several

users. Monitor the activity in Microsoft Exchange Server User Monitor.

Note: See “How to Use Microsoft Exchange Server User Monitor” in the Resource Toolkit.


Exercise 2: Troubleshooting AutoDiscover Issues In this exercise, you will identify the cause for an AutoDiscover issue and resolve the issue.

Preparation Complete the following step to prepare for this exercise:

• On 5051A-MTL-EX1, open the Exchange Management Shell. Type D:\Unit02\Labfiles\Lab2prepA.ps1, and then press ENTER.

Scenario Mike, a desktop support technician for A. Datum Corporation, is reporting that a new employee named Alice Ciccu cannot view the availability information for other users in the organization when she tries to book a meeting using Outlook 2007. You must identify the reason why Alice Ciccu cannot view the information and resolve the problem. Use the Resource tabs to assist in your troubleshooting process.



1. Ensure that the Outlook client has network connectivity to the Exchange Server and can connect to the Exchange server using RPCs.

• On MTL-CL1, log on as Alice using a password of Pa$$w0rd. • Use the IPConfig utility to verify the TCP/IP settings on MTL-CL1.• Use the Ping utility to validate that MTL-CL1 can communicate

over the network with MTL-EX1. • Use the Nslookup utility to verify that the service (SRV)

records pointing to the domain controllers are listed in DNS. You will need to search for all types of records in the _ldap._tcp.dc._msdcs.Adatum.com zone.

• Use the RPCPing utility to validate that MTL-CL1 can connect to the MTL-EX1 Exchange server. The RPCPing utility is located in the D:\Unit02\Labfiles folder.

Note: See “How to Use RPCPing to Troubleshoot Connectivity Between Outlook and Exchange” in the Resource Toolkit.

2. Ensure that Alice’s mailbox is configured properly to allow connectivity from an Outlook client.

• On MTL-EX1, use the Exchange Management Console to verify that Alice’s mailbox is configured properly.

Note: See “Managing Mailbox Connectivity Protocols” in the Resource Toolkit.

3. Ensure that Alice has the necessary permissions to access her mailbox.

• Use the Exchange Management Shell to verify the permissions on Alice’s mailbox.

Note: See “Mailbox Permissions CMDLETS” in the Resource Toolkit.



4. Verify the Autodiscover configurations on MTL-EX1 and on MTL-CL1.

• Use the IIS Manager to verify the virtual directories for Autodiscover.

• On MTL-CL1, open Outlook and configure a profile for Alice Ciccu.

• Try to book a meeting with Gregory Weber. Confirm that Gregory Weber’s availability information is not available.

• Use the Test-E-mail AutoConfiguration tool to check the Autodiscover settings.

• Configure the required AutoDiscover settings on MTL-EX1. • Ensure that Alice can access Gregory’s availability information.

Note: See “Understanding and Configuring Autodiscover for Outlook 2007” in the Resource Toolkit.


Exercise 3: Troubleshooting a Client Access Server Issue In this exercise, you will identify the cause for a remote client connectivity issue and resolve the issue.


• On 5051A-MTL-EX1, open the Exchange Management Shell. Type D:\Unit02\Labfiles\Lab2prepB.ps1, and then press ENTER.

Scenario You are opening a trouble ticket from a user named Ben Smith, in which he reports that he is not able to connect to Outlook Web Access from his portable computer. Soon, other organizational users are filing similar trouble tickets. You must troubleshoot and resolve this problem quickly. Use the resources in the Resource tabs to resolve the problem.



1. You need to ensure that the problem is not caused by a mistyped URL on the client computer.

• On MTL-CL1, log on as Adatum\Ben using a password of Pa$$W0rd.

• Use Microsoft Internet Explorer® to validate that https://MTL-EX1.adatum.com/owa is unavailable.

• To rule out name resolution issues, test access to http://10.0.0.10/owa.

2. Ensure that Ben Smith has the necessary rights to access his mailbox from Outlook Web Access. Although other users have reported a similar problem, you cannot yet confirm those reports. Therefore, you decide to investigate Ben Smith’s mailbox at this point in the troubleshooting process.

• Use the Exchange Management Console to validate Ben Smith’s connectivity access to his mailbox.

Note: See “Managing Mailbox Connectivity Protocols” in the Resource Toolkit.

3. Identify whether the problem is with the Client Access server or with the Mailbox server that is accessed by the Client Access server.

• Use the Exchange Management Shell to test connectivity to the Client Access server and the Mailbox server.

• Resolve the issue and test that OWA access now works.

Note: See “Exchange Management Shell Test Commands” in the Resource Toolkit.


Lab Shutdown 1. On the host computer, click Start, point to All Programs, point to Microsoft

Virtual Server, and then click Virtual Server Administration Website.

2. Under Navigation, click Master Status. For each virtual machine that is running, click the Virtual Machine Name, and, in the context menu, click Turn off Virtual Machine and Discard Undo Disks. Click OK.

3. Start the 5051A-MTL-EX1, 5051A-MTL-SRV1, 5051A-TOR-EX1 and 5051A-MTL-CL1 virtual machines.



Lab Discussion

Briefly discuss your answers to the following questions with the class:

Q What were the issues that caused the connectivity problems in each exercise? A In Exercise 2, the problem was caused by an error in the configuration of the

Microsoft Outlook 2007 Autodiscover service connection point (SCP). The Autodiscover SCP had been configured to use an incorrect Client Access server to download availability information. In Exercise 3, the problem of connectivity by Outlook Web Access clients could be caused by Client Access server issues or by Mailbox Server issues. In this case, you could eliminate the Mailbox server issue by validating that MAPI connectivity was not the problem. This meant that you could focus on troubleshooting the Client Access server. The World Wide Web Publishing service was not running on the Mailbox server.


Q What other problems could have caused the same symptoms in Exercise 2 and Exercise 3?

A Answers may vary but could include a: • Missing or untrusted certificate.

• Unavailable Windows or Exchange service.

• Problem with name resolution.

• Disabled user account.


Unit 3: Troubleshooting Access to Resources and Messages

Table of Contents Overview 3-1 How Public Folder Access Works 3-2 How Calendaring Works 3-4 Process for Troubleshooting Client Access

Server Issues 3-6 Lab Scenario 3-9 Lab Outcomes 3-10 Lab: Troubleshooting Access to Messaging

Contents 3-11 Lab Discussion 3-16







Version 1.0

Unit 3: Troubleshooting Access to Resources and Messages 3-1

Overview

You must determine the next logical step in troubleshooting Microsoft® Exchange Server 2007, based on the results of the first unit’s monitoring and troubleshooting steps. Troubleshooting issues may be related to client access to resources and messages. In this unit, you will identify and resolve issues related to access of resources and messages.


• Describe how public folder access works. • Describe how calendaring works. • Explain the process for troubleshooting client access server issues.

3-2 Unit 3: Troubleshooting Access to Resources and Messages

How Public Folder Access Works

A public folder is an information repository and can includes such information types as e-mail messages, text documents, and multimedia files, which can be shared with users who are in an Exchange organization. Public folders are accessed by MAPI clients, such as Microsoft Office Outlook® 2007.

Note: Public folders in Exchange Server 2007 can no longer be accessed by Outlook Web Access and the Microsoft Exchange IMAP4 service. Additionally, Network News Transfer Protocol (NNTP) access has been removed from this latest version of Exchange Server.

Public Folder Location In an Exchange organization, all Exchange servers access a single public folder tree (also known as public folder hierarchy). The public folder hierarchy is replicated to each Exchange Server 2007 Mailbox server that is configured with a public folder database. By default, the content of these public folders exists only on the public folder database where the public folder was created, unless the public folders have been replicated to other public folder databases.

Important: In Exchange Server 2007, there is no graphical user interface (GUI) to create or manage public folders. You must use the Exchange Management Shell for all public folder-related tasks, or use the Exchange System Manager from Exchange Server 2003.


Public Folder Access When a client attempts to access public folder data, the client must be able to connect to a server that contains a replica of that data. This server can reside in the same Active Directory® directory service site as the client or in a different Active Directory site. The Active Directory site is the boundary that the Exchange client uses to locate a copy of a public folder.

When multiple replicas of a public folder exist in remote Active Directory sites, you can configure the Exchange server to refer the client to an Exchange server in another site. This process is called public folder referral. By default, public folder referrals are enabled between Active Directory sites in Exchange Server 2007. You can modify public folder referrals by using the following Cmdlets in the Exchange Management Shell:

• Set-PublicFolderDatabase –id databasename –PublicFolderReferralServerList ‘Servername:Cost’ – UseCustomReferralServerList $True. This command enables public folder referrals to the specified servers in different Active Directory sites. If you set the UseCustomReferralServerList parameter to true, and do not add servers to the PublicFolderReferralServerList parameter, all public folder referrals are disabled.

Note: Public folder databases will not be created in Exchange Server 2007 if you specify during installation that you do not have any Outlook clients with versions earlier than Outlook 2007. In this scenario, if you want to create public folders, you can create a new public folder database on a Mailbox server. Additionally, even if you choose to have the public folder database configured during installation, only the first Mailbox server in the organization is configured with a public folder database. Before you can configure public folder replication, you must configure additional public folder databases on other Mailbox servers.


How Calendaring Works

The Availability service is responsible for providing free/busy information to the Outlook 2007 client and Outlook Web Access clients. It is part of the Exchange Server 2007 programming interface and runs as a Web service. Outlook 2007 clients only connect to the Availability service when accessing the free/busy information that is necessary for scheduling meetings.

Free/Busy Information Exchange Server 2007 supports live free/busy information using the Availability service. The Availability service retrieves calendaring information directly from the user mailbox. As a result, the free/busy information is always current and is not affected by replication delays.

Note: Outlook 2007 uses the Availability service to retrieve free/busy information from Exchange Server 2007, but will revert to accessing the free/busy public folder when connecting to a mailbox on Exchange Sever 2003.


Availability Service The Availability service is published as a URL on the Client Access server. Outlook 2007 discovers the Availability service URL by using the Autodiscover service, which is the same service that Outlook 2007 clients use to automate discovering a user’s mailbox server and profile configurations. Exchange Server 2007 calendaring functionality for free/busy information, meeting suggestions, and Out of Office replies depends on the Availability service.

Note: To connect to the Availability service, a Service Connection Point or a Domain Name System (DNS) record for the AutoDiscover service that points to the Client Access server must be configured. The DNS record is required on the company’s public DNS servers if the remote users need to connect to Autodiscover and the Availability service.


Process for Troubleshooting Client Access Server Issues

The Client Access server role accepts client connections to an Exchange Server 2007 server from a variety of clients, including:

• POP3 and IMAP4 clients, such as Microsoft Outlook Express and Eudora that communicate with a Client Access server for mailbox access.

• Outlook Web Access connections that occur over HTTP or HTTPS to the Client Access server.

• Mobile clients, such as those running Microsoft Windows Mobile® 5.0 with Microsoft Exchange ActiveSync®, that communicate with a Client Access server.

• Microsoft Outlook clients configured to connect using Outlook Anywhere (previously known as RPC over HTTPS). Microsoft Outlook clients also connect to the Client Access server to access services including the Autodiscover and Availability Web services.

Note: Microsoft Outlook, when configured as a MAPI over TCP client, communicates directly with a Mailbox server to access mailbox contents.


Process for Troubleshooting the Client Access Server There is a strong dependency on the Client Access servers in an Exchange Server 2007 organization. For all remote clients and some local clients, the Client Access server is the user’s single point of contact. Therefore, you must ensure that Client Access servers are always available on the network and that their services can be restored quickly if they become unavailable.

The process for troubleshooting Client Access server issues involves checking the following:

1. Client Access server availability

2. Client Access server connectivity to other server roles

3. Client Access server services

4. Client Access server virtual directory configuration

Exchange ActiveSync Connections If an Exchange ActiveSync mobile user cannot connect to an Exchange server, perform the following tasks:

• If the device is connecting over HTTPS, verify that the port is open on the corporate firewall.

• If the device is connecting over HTTPS, verify that the server certificate is configured properly and is trusted by the client device.

• If the device is running a version earlier than Windows Mobile 5.0, verify that the AllowNonProvisionableDevices setting in the ActiveSync mailbox policy is set to TRUE.

• Use the Get-ActiveSyncDeviceStatistics cmdlet in the Exchange Management Shell to verify that the device ID is not blocked by the Exchange administrator.

Outlook Anywhere Connections If an Outlook Anywhere client (also known as RPC over HTTPS) cannot connect to the Exchange server, perform the following tasks:

• Verify that the server certificate is configured properly and trusted by the client. • Verify that the necessary ports are open on the firewall (port 80 or 443). • Use the Enable-OutlookAnywhere cmdlet in the Exchange Management Shell to

verify that Outlook Anywhere is enabled on the Client Access server. • If Autodiscover is used, verify that the necessary DNS records have been created.


Outlook Web Access Connections If an Outlook Web Access client cannot connect to the Client Access server, perform the following tasks:

• Verify that the necessary ports are open on the firewall (port 80 or 443). • Verify proper configuration of the virtual directory that the Outlook Web Access

clients use and include your organization’s domain configurations. • Verify that the user is enabled for Outlook Web Access by using the Exchange

Management Console or the Exchange Management Shell.

POP3 or IMAP4 Connections If a POP3 or IMAP4 client cannot connect to the Client Access server, perform the following tasks:

• Verify that the POP3 or IMAP4 services have been enabled and started on both the Client Access server and the Mailbox server.

• Verify that the user is enabled for POP3 or IMAP4. You must use the Exchange Management Shell Set-PopSettings and Set-ImapSettings cmdlets to configure user settings for these protocols.

Other Connections If clients cannot connect to the Client Access server with any connectivity device or protocol, perform the following tasks:

• Verify that the network connectivity is functioning on the Client Access server. • Verify that the Client Access server services are running on the Client Access server

by using the Test-ServiceHealth –Server CAS_SERVER_NAME command. • Verify that the Mailbox server is running on your network, by using the Test-

ServiceHealth –Server MBX_SERVER_NAME command. • Verify that the Client Access server can communicate with other network Exchange

Server computers. • Verify that the Client Access server can communicate with Active Directory domain

controllers and global catalog servers.


Lab Scenario

Background Information You are a messaging administrator for A. Datum Corporation. You are responsible for identifying and resolving issues with user access to messaging contents.

Current Situation A. Datum is experiencing connectivity problems with remote users. Your help desk is receiving an increasing amount of trouble tickets that you must resolve.

Requirements You must identify and resolve the reasons why a:

• User is unable to access a public folder.

• Resource booking failed.

• User cannot access resources through Outlook Web Access.


Lab Outcomes

You completed this lab successfully if you identified and resolved:

• An issue in which a user at one location is unable to access a public folder. • A resource-booking issue. • An issue in which a user cannot access resources through Outlook Web Access.


Lab: Troubleshooting Access to Messaging Contents


• Troubleshoot a public folder access issue. • Troubleshoot a calendaring issue. • Troubleshoot an Outlook Web Access issue.




• Start the 5051A-MTL-SRV1, 5051A-MTL-EX1, 5051A-TOR-EX1, and 5051A-MTL-CL1 virtual machines.

• Log on to 5051A-MTL-SRV1, 5051A-MTL-EX1, and 5051A-TOR-EX1 with the user name administrator and the password Pa$$w0rd.


Exercise 1: Troubleshooting a Public Folder Access Issue In this exercise, you will identify why a user at one location is unable to access a public folder and resolve the issue.

Scenario A. Datum Corporation recently opened a branch office in Toronto. A user of the Toronto office named Arlene Huff is complaining that she cannot view messages in a public folder named General Regulations from her Outlook client. You verify that the folder exists. You must resolve the issue as soon as possible.



1. Verify that the Administrator can view messages in the General Regulations public folder but Arlene Huff cannot.

• On MTL-CL1, log on as Administrator and use Microsoft Outlook to view the contents of the General Regulations public folder.

• On MTL-CL1, log on as Arlene and use Microsoft Outlook to try to access the General Regulations public folder.

2. Verify that the public folder database that is used by Arlene Huff is online.

• From MTL-EX1, use the Exchange Management Console to check which mailbox database is hosting Arlene Huff’s mailbox.

• Check the default public folder database configured for the mailbox database.

• Verify that the public folder database is mounted.

3. Verify that Arlene Huff has permissions to access the General Regulations public folder.

• From TOR-EX1, verify that Arlene Huff has the necessary permissions to access the General Regulations public folder.

Note: See “How to Configure Public Folder Permissions” In the Resource Toolkit.

4. Verify that the General Regulations public folder has replicated properly to TOR-EX1.

• Use the Exchange Management Shell to verify that the replication of public content has occurred between MTL-EX1 and TOR- EX1.

• If required, correct the replication issue. • On MTL-CL1, confirm that Arlene can access the General

Regulations public folder.

Note: See “Managing Public Folders and Hierarchies” In the Resource Toolkit.


Exercise 2: Troubleshooting a Calendaring Issue In this exercise, you will identify the reason for a resource booking failure and resolve the issue.

Scenario A. Datum uses resource mailboxes to manage meeting-room bookings. A user named Jae Pak is complaining that when he attempts to book a meeting room, the conference room does not acknowledge his meeting requests. He also says that a meeting room often gets double booked because it will accept all meeting requests unless if a user logs on to the mailbox and accepts the meetings for the meeting room. He wants to ensure that all meeting rooms are always booked properly when he sends a meeting request.



1. Ensure that the Conference Room resource mailbox is configured to not acknowledge meetings.

• On MTL-EX1, as the Administrator, use Outlook Web Access to book a meeting with the Conference Room resource mailbox.

• Confirm that the meeting is not acknowledged.

2. Ensure that Jae Pak can automatically book meetings in the Conference Room resource mailbox but that the resource mailbox accepts duplicate meetings.

• On MTL-EX1, from Jae Pak’s mailbox, use Outlook Web Access to book a meeting with the Conference Room resource mailbox at the same time as the meeting booked by the Administrator.

• Confirm that Jae did not receive a meeting acceptance message from the resource mailbox and that the resource mailbox allowed the double booking.

3. Configure the resource mailbox auto acceptance settings.

• Configure the resource mailbox to automatically accept meetings and block conflicting meeting requests.

Note: See “How to Configure Resource Mailboxes” In the Resource Toolkit.

4. Confirm that the resource mailbox will automatically accept meetings and block conflicting meeting requests.

• Confirm that the Conference Room resource mailbox will now acknowledge meetings and block conflicting requests.


Exercise 3: Troubleshooting an Outlook Web Access Issue In this exercise, you will identify the reason why a user cannot access resources through Outlook Web Access and resolve the issue.


• On 5051A-MTL-EX1, open the Exchange Management Shell. Type D:\Unit03\Labfiles\Lab3prep.ps1, and then press ENTER.

Scenario You recently configured a Client Access server to provide remote connectivity services to clients. A user named Holly Holt is complaining that she cannot connect to her mailbox from Microsoft Internet Explorer®. You must resolve this issue as soon as possible.



1. Ensure that Holly Holt has the necessary permissions to access Outlook Web Access.

• From MTL-CL1, try accessing OWA and logging in as Holly with a password of Pa$$w0rd.

• Use the Exchange Management Console to check Holly Holt’s user configuration.

2. Confirm that Outlook Web Access is available on the Exchange server.

• Use the Exchange Management Shell to ensure that all Outlook Web Access services are functioning correctly.

• Use the Exchange Management Console to verify that the Outlook Web Access virtual directories are configured correctly.

• Address any issues you identify and confirm that Holly has access to OWA.

Note: See “Understanding Outlook Web Access Virtual Directories” In the Resource Toolkit.





3. Start the 5051A-MTL-EX1 and 5051A-MTL-MOM1 virtual machines.



Lab Discussion


Q What caused the client-connectivity issue in each exercise? A The answers for each exercise are as follows:

• Exercise 1: A public folder replication error caused the problem. The problem’s cause was that public folder replication had been disabled for the entire organization.

• Exercise 2: The conference room mailbox was not configured to automatically accept meeting requests.

• Exercise 3: The user was not allowed to connect to Microsoft Outlook® Web Access. Additionally, the Outlook Web Access virtual directory had been configured to not support any authentication methods.

Q How did you fix the issue? A All problems were fixed through the steps in the labs, which modified permissions

and modified configurations of objects.


Q What other issues could have been the problem? A Answers will vary, but may include other permission issues, an unmounted mailbox

or public folder database, and network access issues. Q What information did you learn in this lab that should be added to the

troubleshooting model? A Answers will vary.


Unit 4: Monitoring and Troubleshooting Mail Flow

Table of Contents Overview 4-1 Discussion: Tools for Monitoring Mail Flow 4-2 Demonstration: Troubleshooting Message

Transport Using Exchange Server 2007 Tools 4-4 Process for Troubleshooting Internal Mail Flow 4-6 Process for Troubleshooting External Mail Flow 4-8 Lab Scenario 4-10 Lab Outcomes 4-11 Lab: Monitoring and Troubleshooting Mail Flow 4-12 Lab Discussion 4-20







Version 1.1

Unit 4: Monitoring and Troubleshooting Mail Flow 4-1

Overview

You must determine the next logical step in troubleshooting Microsoft® Exchange Server 2007, based on the results of the first unit’s monitoring and troubleshooting steps. Troubleshooting issues may be related to mail-flow issues. In this unit, you will monitor and troubleshoot mail flow.


• Identify tools for monitoring mail flow. • Describe how to troubleshoot message transport using Exchange Server 2007 tools. • Describe the process for troubleshooting internal mail flow. • Describe the process for troubleshooting external mail flow. • Configure Microsoft Operations Manager (MOM) to monitor message flow. • Identify and resolve the reason that messages are not being delivered to and from the

Internet. • Identify and resolve the cause for spam filters blocking messages.

4-2 Unit 4: Monitoring and Troubleshooting Mail Flow

Discussion: Tools for Monitoring Mail Flow

In this discussion, you will learn about the tools that can be used to monitor mail flow.

Discussion Questions Read and answer the discussion questions. When you are finished, you will discuss your answers as a group. Consider the following questions:

Q What are the possible first signs of message-flow problems? A Answers will vary but may include:

• Users are complaining that messages they send are not reaching recipients.

• Public folder content is not being replicated.

• You are receiving alerts from a monitoring tool.

Q What tools have you used to track messages as they flow through a messaging environment?

A Answers will vary but may include: • Queue Viewer.

• Mail Flow Troubleshooter.

• SMTP logs.

• Message Tracking tool.


Q What types of information can tracking tools provide? A The types of information include:

• The time a message was sent

• The message sender

• The message recipient

• The message size

• The components of a server that are handling a message

• The errors encountered during message delivery

• The path that the message took to reach its destination

Q What type of information about the existing messaging environment should Exchange administrators use to assist them in troubleshooting message flow?

A Answers will vary but should include: • Configuration information for all SMTP Send and SMTP Receive connectors.

• Active Directory site link and cost information.

• Configuration information for all anti-spam agents.



Demonstration: Troubleshooting Message Transport Using Exchange Server 2007 Tools

Hub Transport servers store messages in queues while they are processed. When messages are stuck in a queue, it indicates that there is a delivery problem. To view and manage the queues, you can use Queue Viewer, Exchange Management Console commands, and the Mail Flow Troubleshooter.

The Exchange Management Shell cmdlets that you can use for queue management are:

• Freeze-Queue and UnFreeze-Queue • Retry-Queue • Freeze-Message and UnFreeze-Message • Remove-Message

To further track message delivery, you can use message tracking, which is enabled by default on Hub Transport servers with subject logging enabled. Use the Set-TransportServer cmdlet to modify message tracking configuration.

In this demonstration, you will learn how to use the Queue Viewer to see different types of queues and filter queues, and how to use the Mail Flow Troubleshooter to diagnose the reason why messages are not delivered.


Discussion Questions Answer the following questions in your class discussion:

Q When will Queue Viewer be most useful? A Queue Viewer will be most useful when messages cannot be delivered from one

server to another or from one server to the Internet. Q What types of issues will you not be able to troubleshoot using Queue Viewer? A Queue Viewer will not enable you to troubleshoot any issue where the message is not

in the queue. The following are examples where Queue Viewer cannot help: • A problem with format conversion that prevents a message from being placed

into the Submission queue.

• A problem with the Microsoft Exchange Mail Submission service, such that messages are never placed in the Submission queue.


Process for Troubleshooting Internal Mail Flow

Internal mail flow is the term used to define message delivery between Exchange servers within the same organization. Internal mail flow occurs between Exchange servers, through Hub Transport servers and Mailbox servers.

A large number of components are involved in delivering a message to its destination. When troubleshooting a message-delivery problem, administrators must analyze the multiple components involved in the process. You can use a series of tools to review information collected during the mail-flow process. However, the administrator must consider a list of potential issues and eliminate potential causes to ultimately identify the problem’s root cause.

Troubleshooting Internal Mail Flow Use the following information to assist in troubleshooting internal mail flow.

1. Identify whether the problem is isolated to an individual user or to multiple users:

a. If the problem is isolated to a specific user, investigate client configuration issues or mailbox problems. For example, if a user’s mailbox size has exceeded its configured limit, the user may no longer be able to send messages.

b. If the problem is not isolated to a single user, continue to investigate the problem.


2. Identify whether the problem is isolated to a single server or to multiple servers:

a. If the problem is isolated to a single server, investigate issues related to services and server configuration. Even though the problem is limited to a single server, you will need to investigate whether the problem is related to the Mailbox server role or the Hub Transport server role.

b. If the problem is not isolated to a single server, verify what routes messages are taking and which component, or server, is responsible for delaying the message. Use tools like the Mail Flow Troubleshooter and the Queue Viewer to identify the location of the undelivered message.

3. If the problem is not with a particular server, but related to communication between servers, attempt to resolve network or connectivity issues between the servers. Use tools such as Nslookup, Ping, or TracePing to identify if a configuration error or networking component is causing the message delivery failure.

Important: The Hub Transport server performs all message delivery, even for messages destined to a user in the same server or database as the message sender. You must ensure that a Hub Transport server is always present in every Active Directory® directory service site where a Mailbox server is installed on the network to ensure mail delivery functions properly.


Process for Troubleshooting External Mail Flow

External mail flow is the term used to define message delivery to a recipient outside an Exchange organization. Hub Transport and Edge Transport servers can deliver SMTP messages to servers outside an Exchange organization.

Troubleshooting External Mail Flow Use the following information to assist in troubleshooting external mail flow:

Note: Before messages are routed out of an Exchange organization, they are routed between organizational components. Before attempting the troubleshooting steps defined in this topic, you should attempt to troubleshoot internal mail flow by attempting the steps defined in the previous topic, Troubleshooting Internal Mail Flow.

1. If message delivery is destined to an Internet recipient, verify that the Internet connectivity is functioning properly. You should test basic connectivity to Internet hosts:

a. If connectivity to the Internet is functioning properly and delivery to an external recipient is not functioning, attempt to connect to the SMTP server of the external recipient over port 25.


b. If connectivity to the remote SMTP host is functioning properly and delivery to an external recipient is not functioning, attempt to resolve Domain Name System (DNS) records to the external server. Use Nslookup to verify the information contained in mail exchange (MX) and A records for the remote domain.

2. Verify the configurations of the Edge Transport servers or the Internet-facing Hub Transport servers. All mail delivery to the Internet flows through those servers. Verify that all configurations will allow for SMTP mail to flow to and from the servers:

a. If the problem is with inbound message delivery, verify that the SMTP Receive connectors are properly configured. Verify the configurations of the anti-spam agents and ensure that the servers performing filtering are not identifying the inbound messages as spam.

b. If the problem is with outbound message delivery, verify the configurations of the SMTP Send connectors. Ensure that an invalid SMTP relay is not specified for outbound delivery.

If you have EdgeSync configured between the internal Hub Transport servers and the Edge Transport servers, the SMTP connectors for Internet message delivery are automatically configured. However, ensure that the edge synchronization is functional and ensure that the SMTP Send connectors are configured correctly on the Hub Transport servers.

If you are using a Hub Transport server to route messages to the Internet, either directly to the Internet or to a smart host, you must configure SMTP Send and SMTP Receive connectors on the Hub Transport server.


Lab Scenario

Background Information You are the messaging administrator for A. Datum Corporation. You are responsible for identifying and resolving messaging environment issues.

Current Situation You are implementing an Edge Transport server to provide additional security for e-mail flow to and from the Internet. However, after installing the server role, you notice that you cannot send messages to the Internet nor are messages from the Internet reaching the internal test user that you are using to test e-mail flow. Additionally, after you fix this problem so that messages can flow to and from the Internet, you need to ensure that the spam-filtering configuration on the Edge Transport server meets your company requirements.

Shortly after you resolve the Internet message flow issues, users again report that they cannot send e-mail to Internet e-mail recipients. You must address this issue.

Requirements You must identify and resolve the reasons why:

• Message flow is not being monitored. • Messages are not being delivered to and from the Internet. • Messages are being blocked by spam filters. • Messages are not being sent to the Internet.


Lab Outcomes

If you complete this lab successfully, you should have:

• Configured MOM to monitor message flow. • Identified and resolved the cause of messages not being delivered to and from the

Internet. • Identified and resolved the cause of messages being blocked by spam filters. • Identified and resolved the cause of messages not being delivered to Internet

recipients.


Lab: Monitoring and Troubleshooting Mail Flow


• Configure monitoring of message queues. • Troubleshoot message delivery for Internet recipients. • Troubleshoot messages blocked by spam filters. • Troubleshoot message delivery for messages sent to the Internet.


Important: When you start the virtual machines, ensure that you start 5051A-MTL-EX1 first and that it is fully started before starting any other virtual machines. If you receive a notification that one or more services failed to start, open the Services console on the virtual machine and ensure that all Microsoft Exchange services that are configured to start automatically have indeed started.


• Start the 5051A-MTL-EX1 and the 5051A-MTL-MOM1 virtual machines. • Log on to the virtual machines with the user name administrator and the password

Pa$$w0rd.


Exercise 1: Configuring MOM to Monitor Message Flow In this exercise, you will configure MOM to monitor message flow.

Scenario You have recently installed a MOM 2005 server in your organization to monitor services running on the enterprise servers. You have recently encountered an increasing amount of trouble tickets issued by users about message delivery delays. You must configure the MOM 2005 server to trigger alert messages when messages are being delayed within the messaging infrastructure.



1. Configure MTL-MOM1 to monitor message queues on MTL-EX1.

• Use the Microsoft Operation Manager 2005 Administrator console to configure a performance rule for MTL-EX1. Specify performance counter thresholds that will alert you when the unreachable message queue is greater than 2.

• Configure alerts to be directed to the Administrator mailbox. • Configure the sending SMTP server for MTL-MOM1 to use

MTL-EX1. • Configure the default SMTP server on MTL-EX1 to accept

anonymous connections.

Note: See “Understanding MOM Rules Created by Management Packs” and “Configuring Message Flow Monitoring with MOM” in the Resource Toolkit.

2. Test the message queue monitoring feature

• Send three test messages to [email protected]. The Contoso.com domain is unreachable.

• Confirm that MOM sends an e-mail alert to the administrator.

To prepare for the next exercise • Shut down the 5051A-MTL-MOM1 virtual machine and discard all changes. • Start the 5051A-MTL-Edge1 and the 5051A-MTL-SRV1 virtual machines. • Log on to the virtual machines with the user name administrator and the password

Pa$$w0rd.

Important: If you receive a notification that one or more services failed to start when starting a virtual machine, open the Services console on the virtual machine and ensure that all Microsoft Exchange services that are configured to start automatically are started.

For this lab, the MTL-SRV1 server will operate as an external SMTP server.


Exercise 2: Troubleshooting Internet E-Mail Delivery In this exercise, you will identify and resolve the issue that is resulting in messages not being delivered to and from the Internet.

Preparation Before you begin this exercise, you must:

• On MTL-Ex1, open the Exchange Management Shell. At the prompt, type Set-ReceiveConnector ‘Default MTL-EX1’ –PermissionGroups ‘ExchangeUsers,ExchangeServers,ExchangeLegacyServers’ and press ENTER.

Scenario You are the messaging administrator for A. Datum Corporation. You have just deployed an Edge Transport server and, during testing, you determine that e-mail is not being sent to the Internet nor is it being sent to your organization from the Internet. You need to ensure that e-mail can flow in both directions.



1. Confirm that e-mail flow to and from the Internet is not working.

• On MTL-EX1, open OWA as an Administrator and send a message to [email protected].

• On MTL-SRV1, open Outlook Express and send a message to [email protected].

• Confirm that the messages are not received.

2. Determine where the message flow to the Internet is failing

• On MTL-Edge1, check the message queues to see if the messages are not being delivered from MTL-Edge1.

• On MTL-EX1, check the message queues to see if the messages are not being delivered from MTL-EX1.

Note: See “Understanding Message Queues and the Queue Viewer” in the Resource Toolkit.

3. Test basic network connectivity between the Exchange Hub Transport server and the Edge Transport server, and the Edge Transport server and the Internet SMTP server.

• Use the Windows TCP/IP tools to verify connectivity between MTL-EX1 and MTL-EDGE1.

• Use the Windows TCP/IP tools to verify connectivity between MTL-Edge1 and MTL-SRV1.



4. Test SMTP connectivity and configuration on the Hub Transport server, the Edge Transport server, and the Internet SMTP server.

• Use Telnet to verify that the SMTP service is functioning over the default SMTP port 25 on each of the three servers.

• Test whether each of the servers will accept messages for the SMTP domains associated with the server.

Note: See “Troubleshooting SMTP Connectivity” in the Resource Toolkit.

5. Check the DNS records for the SMTP domains.

• Use NSLookup to check the MX records for the Adatum.com domain and the Contoso.com domain.

6. Check the SMTP connector configuration on the Hub Transport server and Edge Transport server.

• Check the SMTP connectors configured on MTL-EX1 and MTL-Edge1.

• Check the Accepted Domain setting on MTL-Edge1. • Correct the SMTP connector configuration, if required.

Note: See “Implementing Edge Synchronization” in the Resource Toolkit.

7. Confirm that e-mail flow to and from the Internet is now functioning


• On MTL-SRV1, open Outlook Express and send a message to [email protected].

• Confirm that the messages are received.


Exercise 3: Troubleshooting Spam Filtering In this exercise, you will identify the cause of spam filters blocking messages.

Preparation Before you begin this exercise, you must:

• On MTL-Edge1, open the Exchange Management Shell. At the prompt, type d:\Unit04\Labfiles\Lab4_PrepA.ps1 and press ENTER. This command configures several spam filtering options on MTL-Edge1.

• On MTL-SRV1, open a command prompt. At the command prompt, type d:\Unit04\Labfiles\Lab4_PrepB.bat and press ENTER. This script sends 7 e-mail messages from MTL-SRV1 to users in the A. Datum organization.

Scenario Users at A. Datum are concerned that the spam filtering rules are not configured correctly. Over the last few weeks, since you have configured the Edge Transport server, they say that messages have not been delivered to the appropriate mailboxes.

One of the users, Katarina Larsson, has provided the following list of e-mails that she did not receive, but was able to receive on an external e-mail account. The [email protected] address is monitored by Katarina and is used as a general mailbox for all inquires about the company’s products and services. This mailbox should not have any filtering rules applied to it.

Recipient Sender Comments

[email protected] [email protected] Includes an attachment with a .doc extension.

[email protected] [email protected] Includes an attachment with a .zip extension.

[email protected] [email protected] Includes an attachment with a .doc extension.

[email protected] [email protected] Contains spam-like text.

[email protected] [email protected] Contains the term Poker in the subject and body.

[email protected] [email protected] Contains no filtered terms.

[email protected] [email protected] Includes an attachment with a .exe extension.

Katarina says that all of these messages should be delivered to the user mailboxes. The e-mail from [email protected] should be delivered even if it is delivered without an attachment.

When you configured the Edge Transport server, you created a mailbox with an e-mail of [email protected] and configured it to receive all quarantined messages.




1. Examine the required mailboxes to determine which messages did not get delivered.

• On MTL-EX1, use Outlook Web Access to access the Quarantine mailbox. Document any messages in the mailbox.

• Use Outlook Web Access to access the Info mailbox. Document any messages in the mailbox.

• Use Outlook Web Access to access Katarina Larsson’s mailbox. Document any messages in the mailbox.

• On MTL-Edge1, use the Get-AgentLog command to determine why messages were blocked.

2. Identify and resolve the issue for why each of the messages that were not delivered did not arrive.

• Identify and resolve the issue for why the message from [email protected] was not delivered.







Note: See “Understanding Spam Filtering on Edge Transport Servers” in the Resource Toolkit.

3. Confirm that all messages are now delivered.

• On MTL-SRV1, open a command prompt. At the command prompt, type d:\Unit04\Labfiles\Lab4_PrepB.bat and press ENTER.

• On MTL-EX1, use Outlook Web Access to access the Info mailbox. Document any messages in the mailbox.

• Use Outlook Web Access to access Katarina Larsson’s mailbox. Document any messages in the mailbox.

• If necessary, use Outlook Web Access to access the Quarantine mailbox. Document any messages in the mailbox.


Exercise 4: Troubleshooting Outbound Internet E-mail Delivery In this exercise, you will troubleshoot outbound Internet e-mail delivery.


• On 5051A-MTL-Ex1, open the Exchange Management Shell. Type D:\Unit04\Labfiles\Lab4_prepC.ps1, and then press ENTER.

Scenario Shortly after you configure Internet message delivery, users again report that they cannot send e-mail to Internet recipients. When they try to send messages to the Internet, they receive a non-delivery report indicating that the messages were not delivered. You need to ensure that e-mail can flow to the Internet.



1. Confirm that messages cannot be sent to the Internet.


• On MTL-SRV1, open Outlook Express and confirm that the message was not received.

2. Determine the cause for the message delivery failure.

• On MTL-EX1, use the Get-Queue command to determine why the message is not being delivered.

• Review the SMTP send connector configuration.

Note: See “Configuring SMTP Send Connectors” In the Resource Toolkit.

3. Resolve the issue and test message flow.

• On MTL-EX1, modify the required settings. • Confirm that you can send a message to [email protected].





3. Start the 5051A-MTL-EX1 and 5051A-MTL-EX2 virtual machines.



Lab Discussion


Q What other issues could have caused similar problems and message-delivery failures? A Answers will vary but may include:

• Internet connectivity may be unavailable.

• Message transport services could be stopped.

• Configuration between Edge Transport and Hub Transport servers may be incorrect.

• MX records may be configured incorrectly or may be missing.

• The SMTP port may be closed on a corporate firewall.

Q What other troubleshooting tools could have helped you in the troubleshooting process?

A Answers will vary but may include: • Mail Flow Troubleshooter

• SMTP protocol log


Unit 5: Monitoring and Troubleshooting Mailbox Servers

Table of Contents Overview 5-1 Tools for Monitoring and Troubleshooting

Mailbox Servers 5-2 Process for Troubleshooting Mailbox Servers 5-4 Demonstration: Troubleshooting Mailbox Server

Performance Issues 5-6 Lab Scenario 5-8 Lab Outcomes 5-9 Lab: Monitoring and Troubleshooting Mailbox

Servers 5-10 Lab Discussion 5-16







Version 1.2

Unit 5: Monitoring and Troubleshooting Mailbox Servers 5-1

Overview

You must determine the next logical step in troubleshooting Microsoft® Exchange Server 2007, based on the results of the initial monitoring and troubleshooting steps. The root cause of a client or mail-flow issue may be a configuration error or failure on a messaging server. In this unit, you will monitor and troubleshoot Mailbox servers.


• Identify the tools for monitoring Exchange Mailbox servers. • Implement a process for troubleshooting Exchange Mailbox servers. • Describe the guidelines for resolving performance issues for Exchange Server roles. • Configure Microsoft Operations Manager (MOM) to monitor Mailbox servers. • Identify the cause for users not being able to log on to their mailboxes and resolve the

issue. • Identify the reasons why a mailbox store cannot be mounted and resolve the issue. • Identify the reasons why a user cannot access a message and resolve the issue.

5-2 Unit 5: Monitoring and Troubleshooting Mailbox Servers

Tools for Monitoring and Troubleshooting Mailbox Servers

Exchange administrators will typically allocate special attention to the status and performance of Mailbox servers. The principal Microsoft Exchange Server service that runs on Mailbox servers is the Microsoft Exchange Information Store service. The Microsoft Exchange Information Store service consumes more memory than any other Exchange service and typically consumes more memory than any Microsoft Windows® operating system service. In addition to the need for a large amount of physical memory, Mailbox servers also generate a large amount of disk access, which demands high output from the disk subsystem. The physical demands on Mailbox servers are important enough to convince many administrators in medium and large organizations to install the Exchange Server 2007 Mailbox server role on dedicated hardware.

Monitoring and Troubleshooting Tools There are many tools available for monitoring Mailbox servers that can assist you in troubleshooting user access to, and the performance of, a Mailbox server. The following list describes some of these tools:

• Microsoft Exchange Server Best Practices Analyzer Tool. This tool can be used to detect problems that are caused by tampering or human error. This tool programmatically collects settings and values from data repositories such as the Active Directory® directory service, the registry, the metabase, and Performance Monitor. The collected information is compared against a database of best practices that Microsoft maintains.


You can use the Exchange Server Best Practices Analyzer to determine the overall health of an Exchange server, regardless of the roles that are running on that server. With this tool, you can identify any configuration issue that does not conform to Microsoft best practices. This tool can assist you during the troubleshooting of a Mailbox server by identifying configuration errors on the server.

• Microsoft Exchange Server Profile Analyzer Tool and Microsoft Exchange Server Performance Troubleshooter. These tools detect problems that are caused by a performance bottleneck or a computer virus. These are wizard-based tools that use a mechanism that is similar to the Exchange Server Best Practices Analyzer. They gather performance data and statistical information about mailbox databases or Mailbox servers in an organization. You can use these tools to identify problems that are caused by a performance issue or a lack of available resources on an Exchange server. These tools also identify a process or Exchange component that is utilizing more than its share of server resources. These tools can also be used for capacity planning on a Mailbox server.

• Microsoft Exchange Server Database Recovery Management and Database Troubleshooter. These tools can be used to troubleshoot mailbox database corruption. These wizard-based tools assist you through the steps of troubleshooting and recovering a mailbox database. You can use these tools to troubleshoot a problem with a database that cannot mount, or when users cannot connect to a database.

• Microsoft Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005. This tool can be used to troubleshoot problems that are related to performance or availability issues. This tool can be used to monitor preconfigured parameters on Exchange servers in your organization and alert you when performance or availability parameters enter critical states. You can use this tool to effectively monitor the availability of Exchange servers and track server performance data. The Exchange 2007 management pack is configured with performance counters, alert settings, and reports that can be used to monitor and troubleshoot Exchange servers.

Note: For more information on the Exchange Server troubleshooting tools, see the topic “Don't forget to use the Exchange Troubleshooting Assistant tools suite!” on the Microsoft Exchange Team Blog Web site.


Process for Troubleshooting Mailbox Servers

In Exchange Server 2007, the Mailbox server role manages mailbox databases and MAPI over remote procedure call (RPC) client connectivity. In this role, an Exchange 2007 Mailbox server has the most client-facing role in the messaging environment and is the most critical to user satisfaction. When a Mailbox server is experiencing any problem or issue, the end users are typically the first to complain about a functionality loss.

Note: When troubleshooting mailbox servers, you must understand the connectivity requirements with other Exchange servers on the network. For example, a mailbox cannot deliver mail messages if a Hub Transport server is not available in the same Active Directory site or if the mailbox server is experiencing connectivity problems with the Hub Transport servers. When troubleshooting message delivery from a mailbox server, ensure that the mailbox server can locate Hub Transport servers in the site by using DNS and that the server can communicate with those Hub Transport servers by using RPC.

Mailbox Server Problems Examples of problems that can occur on an Exchange Mailbox server include:

• User cannot open his or her mailbox. • Database is not mounted. • Database will not mount.

The following procedures include the recommended steps for resolving these problems.


User Cannot Open Mailbox Use the following process to troubleshoot Mailbox server problems in which a user cannot open his or her mailbox:

1. Verify that the mailbox exists on the Exchange server.

2. Verify that the user account is enabled in Active Directory.

3. Verify that the user profile is configured to the appropriate server. If the user used Autodiscover to configure the Microsoft Office Outlook® profile, ensure that Autodiscover is configured properly.

4. Verify that Active Directory and the Domain Name System (DNS) are available on the network and are configured properly on the client computer.

5. Verify that the mailbox database that is hosting the mailbox is mounted. If the mailbox database is not mounted, perform the steps in the “Database Is Not Mounted” procedure.

Database Is Not Mounted Use the following process to troubleshoot Mailbox server problems in which the database is not mounted:

1. Verify that the Microsoft Exchange Information Store service and all dependent services are started.

Note: Use the Test-ServiceHealth cmdlet from the Exchange Management Shell.

2. Attempt to mount the database manually. If the database is not mounting correctly, perform the steps in the “Database Will Not Mount” procedure.

Database Will Not Mount Use the following process to troubleshoot Mailbox server problems in which the database will not mount:

1. Verify that there is enough free space on the disk where the database is stored.

2. Review the application log in Event Viewer to identify any causes or error codes that are associated with the database mount error.

3. Use the Exchange Server Disaster Recovery Analyzer to perform the troubleshooting steps for repairing or restoring the mailbox database.

Note: As a best practice, always attempt to restore an Exchange Server database rather then repairing the database. When you use tools like ESEUtil and ISInteg to repair an Exchange database, you run the risk of losing data.


Demonstration: Troubleshooting Mailbox Server Performance Issues

In this demonstration, you will learn how to use the Performance Troubleshooter to troubleshoot Mailbox server performance issues.

Discussion Questions Read and answer the discussion questions. When you are finished, you will discuss your answers as a group:

Q What are the bottlenecks to performance on a computer running the Microsoft Windows Server® operating system? What are the primary indicators for each of these bottlenecks?

A Answers will vary but should include: • Disk subsystem

• Memory

• Network card

• CPU


Q What are the most common bottlenecks for computers running Windows Server and Exchange Server?

A The most common performance bottleneck on an Exchange server is the disk subsystem. However, other components that can cause bottlenecks in Exchange include insufficient physical memory or inadequate processing speed on the CPUs.

Q How does Exchange Server 2007 address some of the performance issues encountered in previous versions of Exchange Server?

A By using a 64-bit architecture, Exchange Server 2007 is no longer limited by the 32-bit memory limitations or to three gigabytes of addressable memory. Also, it is estimated that the changes in Exchange Server 2007 have reduced the demands on the disk subsystem by 70 percent.



Lab Scenario

Background Information You are the messaging administrator for A. Datum Corporation. You are responsible for identifying and resolving issues with the messaging environment.

Current Situation The help desk has contacted you because there are a number of problems with Exchange Server mailbox access. You look at the ticket queue created by support technicians and help-desk personnel, and notice three new trouble tickets. One ticket shows that a user is having a mailbox logon issue. Another ticket shows that a mailbox database cannot be mounted and the issue appears to be a hard-disk failure. The third ticket shows that a mailbox database cannot be mounted.

Requirements You must resolve the following issues:

• The monitoring of Mailbox servers is not configured. • A user is unable to log on to his or her mailbox. • A hard disk fails. • A mailbox database cannot be mounted.


Lab Outcomes

You have completed this lab successfully if you have done the following:

• Configured Performance Console to monitor Mailbox servers • Identified and resolved the cause of a user not being able to log on to his or her

mailbox • Recovered from a hard disk failure • Identified and resolved the reason why a mailbox store cannot be mounted


Lab: Monitoring and Troubleshooting Mailbox Servers


• Configure the monitoring of Mailbox servers. • Troubleshoot a mailbox logon issue. • Troubleshoot a hard disk failure. • Troubleshoot a mailbox database mounting issue.




• Start the 5051A-MTL- EX1 and 5051A-MTL-EX2 virtual machines. • Log on to the virtual machines with the user name administrator and the password

Pa$$w0rd.


Exercise 1: Configuring the Monitoring of Mailbox Servers In this exercise, you will configure Performance Console to monitor Mailbox servers.

Scenario You need to create a more proactive approach to managing your Exchange Server 2007 Mailbox servers, and you decide to use the Performance console provided with Windows Server 2003. The Windows Server administrators have configured a counter log settings file that includes a selection of the most important counters to monitor on a Windows Server. You must modify this counter log settings file to monitor key performance components that are running on your Mailbox servers.



• Modify the provided counter log settings file to monitor performance for Mailbox servers.

• Open the Performance Console and open the counter log settings file located at D:\Unit05\Labfiles.

• Modify the counter log settings file to add counters that need to be monitored on a Mailbox Server.

• Test the counter log settings.

Note: See “Monitoring Mailbox Servers Using Performance Console” in the Resource Toolkit.


Exercise 2: Troubleshooting a Mailbox Logon Issue In this exercise, you will troubleshoot a mailbox logon issue.

Preparation Before you begin this exercise, complete the following step:

• On MTL-EX1, open a command prompt. At the command prompt, type d:\Unit05\Labfiles\Lab5_PrepA.bat and press ENTER.

Scenario You are the messaging administrator for A. Datum Corporation. A user named Bob Kelly is complaining that he cannot log on to his mailbox using Microsoft Outlook Web Access. You must ensure that Bob can log on to his mailbox and receive e-mail messages.



1. Validate that Bob Kelly cannot log on to his mailbox and that his mailbox exists on MTL-EX1.

• Use Microsoft Internet Explorer® to verify that Bob Kelly cannot log on to Outlook Web Access.

• Use the Exchange Management Shell or the Exchange Management Console to verify that a mailbox exists for Bob Kelly and to verify the mailbox location.

2. Verify that the Microsoft Exchange Information Store service is started.

• Use the Exchange Management Shell to verify that the Microsoft Exchange Information Store service is started.

Note: See “How to Use the Test-ServiceHealth Cmdlet” in the Resource Toolkit.

3. Verify that the mailbox database that hosts Bob Kelly’s mailbox is mounted.

• Use the Exchange Management Shell or the Exchange Management Console to verify that the mailbox database that contains Bob Kelly’s mailbox is mounted. If it is not mounted, attempt a mounting procedure.

4. Identify and resolve the issue.

• Use Event Viewer to determine the issue. • Resolve the issue and confirm that Bob Kelly can gain

access to his mailbox.

Note: See “How to Move Storage Groups and Mailbox Databases” in the Resource Toolkit.


Exercise 3: Troubleshooting a Hard Disk Failure In this exercise, you will troubleshoot a hard-disk failure.

Preparation Before you begin this exercise, complete the following steps:

1. On MTL-EX2, on the Start menu, point to All Programs, point to Accessories, point to System Tools, and then click Backup.

2. On the Welcome to the Backup or Restore Wizard page, click Next.

3. On the Backup or Restore page, click Next.

4. On the What to Back Up page, click Let me choose what to back up, and then click Next.

5. On the Items to Backup Up page, in the Items to back up area, expand Microsoft Exchange Server, expand MTL-EX2, expand Microsoft Information Store, select the ExecutiveSG check box, and then click Next.

6. On the Backup Type, Destination, and Name page, click Browse.

7. In the Save As dialog box, browse to drive D.

8. In the Save As dialog box, in the File name box, type BackupExchange, and then click Save.

9. On the Backup Type, Destination, and Name page, click Next.

10. On the Completing the Backup or Restore Wizard page, click Finish.

11. Wait until the backup finishes and then close the Backup Progress dialog box.

12. On MTL-EX1, open a command prompt. At the command prompt, type d:\Unit05\Labfiles\Lab5_PrepB.bat and press ENTER.

13. On MTL-EX2, open a command prompt. At the command prompt, type d:\Unit05\Labfiles\Lab5_PrepC.bat and press ENTER.


Scenario You are the messaging administrator for A. Datum Corporation. On a Monday morning, a large number of trouble tickets are sent by users having trouble accessing their mailboxes. All of the users who are experiencing problems are executives within the company. The first executive to call the help desk was Heidi Steen. Your support technician has identified that the problem is with the ExecutiveDB mailbox database that is dismounted on the Exchange server. The support technician confirms that the mailbox could not be mounted from the Exchange Management Console.



1. Identify the problem that is preventing the mailbox database from mounting.

• Use the Exchange Management Console to try to mount the ExecutiveDB mailbox database.

• Use Event Viewer to identify the error returned when you cannot mount the database.

• Use Windows Explorer to confirm that the E: drive is not functional.

2. Restore the failed hard drive.

• Use Computer Management to restore the failed drive.

3. Restore the Exchange database files.

• Ensure that the current transaction logs for the storage group are accessible.

• Restore the Exchange database. • Confirm that the database can be mounted and that Heidi

Steen can access her mailbox.

Note: See “Restoring Exchange Databases” in the Resource Toolkit.


Exercise 4: Troubleshooting a Mailbox Database Mounting Issue In this exercise, you will identify and resolve the issue preventing a mailbox database from mounting.

Scenario A user named Aaron Con has called the help desk stating that he cannot access e-mail messages in his mailbox. The help-desk technician has determined that the TempDB mailbox database cannot be mounted in Exchange Management Console. You need to ensure that Aaron Con can access his mailbox.



1. Verify that Aaron Con cannot access his mailbox.

• On MTL-EX1, use OWA try to access Aaron’s mailbox.

2. Identify the reason why the mailbox database cannot be mounted.

• On MTL-EX2, attempt to mount the TempDB mailbox database.

• Review the Event log for reasons why Aaron cannot read the message in his inbox.

3. Resolve the problem for why Aaron cannot access the message in his mailbox.

• Use the Database Recovery Management in the Exchange Management Console to repair the database.

• Confirm that Aaron can access all of the messages in his mailbox.

Note: See “Repairing Exchange Databases” in the Resource Toolkit.




3. Start the 5051A-MTL-EX1, 5051A-MTL-EX2, and 5051A-MTL-MOM1 virtual machines.



Lab Discussion


Q What was the issue that resulted in the issue in each exercise? A Answers will vary but may include:

• Size issue on the disk

• Database corruption issue

• Hard-disk failure

Q What other issues could have been the problem? That is, what other problems could have had the same symptoms that were reported in each exercise?

A Answers will vary but may include: • Problems with the Microsoft Exchange Information Store service.

• Problems contacting or accessing the Active Directory® directory service.

• Missing or corrupted transaction log files.


Q What information did you learn in this lab that should be added to the troubleshooting model?

A Answers will vary but may include: • Steps that should be performed to repair a corrupted database.

• How to move a mailbox database in Exchange Server 2007.


Unit 6: Monitoring and Troubleshooting External and Additional Services

Table of Contents Overview 6-1 Discussion: External and Additional Services

Required by Exchange Server 2007 6-2 External Services Required for Unified Messaging

in Exchange Server 2007 6-4 Monitoring External Services with MOM 2005 6-7 Lab Scenario 6-9 Lab Outcomes 6-10 Lab: Monitoring and Troubleshooting External and

Additional Services 6-11 Lab Discussion 6-17







Version 1.0

Unit 6: Monitoring and Troubleshooting External and Additional Services 6-1

Overview

Exchange Server problems may be caused by external and additional services that Exchange Server 2007 requires. In this unit, you will learn how to monitor and troubleshoot external and additional services.


• Identify external and additional services that Exchange Server 2007 requires. • Identify external services required for Unified Messaging in Exchange Server 2007. • Identify the MOM 2005 tools for monitoring external services. • Configure monitoring for external services required for Exchange Server 2007. • Identify why Exchange Server 2007 services failed to start and resolve the issue. • Troubleshoot scenarios in which the failure of external services results in Exchange

Server 2007 failures.

6-2 Unit 6: Monitoring and Troubleshooting External and Additional Services

Discussion: External and Additional Services Required by Exchange Server 2007

In this discussion, you will identify the external services that Exchange Server 2007 requires.


Q What external services does Exchange Server 2007 require to ensure that it functions correctly?

A Answers will vary but should include the following. Exchange Server 2007 requires the following services to function correctly:

• Active Directory® directory service

• Internet Information Services (IIS)

• Domain Name System (DNS)


Q What issues might arise in Exchange Server 2007 if an external service fails? A Answers will vary but the following examples should be included:

• If Active Directory is not available on the network, Exchange services will not start.

• If global catalog servers are not available, mail flow will be interrupted.

• If DNS servers are not available, mail flow will be interrupted. Additionally, because Exchange Server depends on DNS to locate domain controllers and global catalog servers, Exchange services cannot start or users may not be able to open Microsoft Outlook®.

• If IIS is not available on a Client Access server, users will not be able to use scheduling functions, remote users of Outlook Anywhere will not be able to open Outlook, or Outlook Web Access users will not be able to access their e-mail.

Q How can you determine when an external service is the cause of problems with Exchange Server services?

A Administrators should use Event Viewer to identify the source of a problem. When an Exchange service becomes unavailable, the administrator can identify the source of the problem by locating the first string of error messages in Event Viewer. For example, an Exchange server may be unable to mount a database, but the problem may actually originate from an Exchange server that cannot contact or locate a domain controller on the network.



External Services Required for Unified Messaging in Exchange Server 2007

Unified Messaging enables the convergence of voice messaging, fax, and e-mail messaging into one location, which is accessible from both the telephone and the computer. The goal of Exchange Unified Messaging is to integrate Exchange with telephony networks and bring Unified Messaging features to the core of Exchange. For Exchange Server 2007, Unified Messaging is an integral set of features associated with the core product. However, there are a few dependencies that exist between the Unified Messaging component of Exchange Server 2007 and external services or components.

Unified Messaging Requirements Unified Messaging depends on the following requirements:

• Communication requirements: • RTC. The Unified Messaging service will use real-time communications (RTC)

extensible Session Initiation Protocol (SIP) stack, which has an RTC Signaling and Media application programming interface (API) for providing voice prompts and playing voice messages.

• SAPI. The Unified Messaging service uses Microsoft® Speech API (SAPI), which is a managed API for text-to-speech processing using the ScanSoft text-to-speech engine.


• MAPI. Exchange Server 2007 Unified Messaging uses MAPI over RPCs to communicate with the Exchange mailbox database.

• LDAP. The Unified Messaging service uses Lightweight Directory Access Protocol (LDAP) to contact Active Directory domain controllers to locate a user’s mailbox database and other user information, such as the user’s phone extension number.

• Telephony requirements: • IP/PBX. An IP/PBX is a Private Branch Exchange (PBX) that supports the IP

protocol to connect telephones using an Ethernet or packet-switched local area network (LAN) and sends voice conversations in IP packets. A hybrid IP/PBX supports the IP protocol for sending voice conversations in a packet but also connects traditional analog and digital circuit-switched telephones. An IP/PBX is telephone switching equipment that resides in a private business instead of the telephone company.

• VoIP gateway. A Voice over IP (VoIP) gateway is a third-party hardware device or product that is used to connect a legacy PBX to your LAN. The VoIP gateway is used so that the PBX system that is using a circuit switched network can communicate with your Exchange Server 2007 Unified Messaging server that is using a packet switched network. If your organization is running a legacy PBX, you must install a VoIP gateway on your network to provide all features and functions of the Unified Messaging server role.

Understanding the Active Directory Interaction of Unified Messaging in Exchange Server 2007 The Unified Messaging server role accesses Active Directory to retrieve global configuration information, such as dial plans, IP gateways, and hunt groups. When a Unified Messaging server receives a voice-mail message, it searches for Active Directory recipients to match the telephone number to a recipient address. When it has resolved this information, the Unified Messaging server can determine the location of the recipient’s mailbox store and then submit the message to a Hub Transport server for submission to the mailbox.


After installing the Unified Messaging server role, you must create Active Directory objects to enable the Unified Messaging functionality found in Exchange Server 2007. The following objects must be created after the successful installation of the Unified Messaging server role:

• Dial plan objects • IP gateway objects • Hunt group objects • Mailbox policy objects • Auto attendant objects—Auto attendant objects are optional • Unified Messaging server objects—the server objects are created by default, but they

must be associated with one or more dial plans

The Active Directory Unified Messaging objects provide the configuration information required to integrate Exchange Server 2007 Unified Messaging into the existing telephony infrastructure.


Monitoring External Services with MOM 2005

Microsoft Operations Manager (MOM) 2005 capabilities are extended through the use of management packs. Management packs are sets of preconfigured MOM management settings that Microsoft creates to monitor specific network services or components. With MOM 2005 and the available management packs, you can monitor the critical components of Exchange Server 2007 and the components of any external services.

Management Packs The following list describes some of the management packs that you should use with MOM 2005 to monitor external services for Exchange Server 2007:

• Windows Server Base Operating System Management Pack. Monitors hardware and services that are on a server running on a Microsoft Windows Server® operating system. This management pack is preconfigured with settings that are focused on monitoring the availability of basic server components.

• Active Directory Management Pack. Monitors Active Directory and the external components that are related to Active Directory to ensure that they are functioning correctly.

• Windows DNS Management Pack. Monitors DNS service availability, configuration issues, and DNS zone transfer issues. This management pack also collects performance data that can be used for capacity planning.


Note: Microsoft Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005 should be used with all deployments of Exchange Server 2007 with MOM 2005. This management pack is discussed in more detail in Unit 1, “Introduction to Exchange Server Monitoring and Troubleshooting” in Workshop 5051A: Monitoring and Troubleshooting Microsoft Exchange Server 2007.


Lab Scenario

Background Information You are the messaging administrator for A. Datum Corporation. You are responsible for monitoring and troubleshooting issues with the external and additional services that are required by Exchange Server 2007.

Current Situation You recently installed and configured Exchange Server 2007 on your network. The installation completed successfully. Users were communicating through your Exchange servers for months, until you started to encounter problems with Exchange Server. You have noticed that the problems coincided with recent changes on your network.

Requirements In this lab, you must:

• Configure monitoring of external services. • Troubleshoot an external services dependency for Exchange Server 2007. • Determine the impact of external and additional services on Exchange environments.


Lab Outcomes

Successful completion of this lab results in the following outcomes:

• You have configured monitoring of external services. • You have resolved issues with an external services dependency for

Exchange Server 2007. • You have identified scenarios for troubleshooting external and additional services in

an Exchange Server 2007 environment.


Lab: Monitoring and Troubleshooting External and Additional Services


• Configure monitoring of external services. • Troubleshoot an external services dependency for Exchange Server 2007. • Describe scenarios for troubleshooting external and additional services.




• Start the 5051A-MTL-EX1, 5051A-MTL-EX2, and 5051A-MTL-MOM1 virtual machines.

• Log on to the virtual machines with the user name Administrator and the password Pa$$w0rd.



Exercise 1: Configuring the Monitoring of External Services In this exercise, you will use MOM 2005 to monitor Active Directory and DNS services.

Scenario You are currently been experiencing some problems with your company’s Active Directory services. You want to be alerted as soon as problems occur with Active Directory or its required services. You decide to add the Active Directory Management Pack and the Windows Server DNS Management Pack to MOM in order to monitor these two services.



• Use Microsoft Operations Manager 2005 to monitor Active Directory and DNS services.

• On MTL-MOM1, install the Active Directory Management Pack and the Windows Server DNS Management Pack.

• The setup files are located on D:\Unit06\Labfiles. • Add MTL-EX1 as an included computer to the Microsoft

Windows Server 2003 DNS Servers computer group and the Windows Server 2003 Domain Controllers computer group.

• Open the MOM Operator console and view the Active Directory replication alerts.

Note: See “How to Add Management Packs for MOM” In the Resource Toolkit.


Exercise 2: Troubleshooting an External Services Dependency for Exchange Server 2007

Exercise preparation Before you begin this exercise, you must:

• On MTL-EX1, click Start, and then click Run. At the Open text box, type d:\Unit06\Labfiles\Lab6_PrepA.bat and press ENTER.

• On MTL-EX2, click Start, and then click Run. At the Open text box, type d:\Unit06\Labfiles\Lab6_PrepB.bat and press ENTER.

In this exercise, you will troubleshoot issues with external services that are required for Exchange Server 2007.

Scenario Users are complaining that they cannot log on to their mailboxes on MTL-EX1. You open the Exchange Management Console and notice that the mailbox stores are not mounted. You attempt to mount your mailbox stores and receive an error message. You must resolve the problem quickly and ensure that users can log on to your mailboxes.



1. Identify the error preventing Exchange Services from starting.

• On MTL-EX2, attempt to start the Microsoft Exchange Information Store service and the Microsoft Exchange System Attendant service.

• Use Event Viewer to identify the errors generated when the services could not start.

• Open the Exchange Management Shell and review the error messages that are displayed.

2. Verify that MTL-EX2 has the correct IP address configuration.

• Use the IPConfig utility to verify the TCP/IP settings necessary to connect to Active Directory.

3. Identify why the Exchange Server cannot locate a domain controller and correct the problem.

• On MTL-MOM1, in the MOM Operator Console, review alerts with a source of NETLOGON.

• Correct the configuration error that is stopping the services from starting.

• Confirm that MTL-EX2 is configured to use the correct domain controller.

Note: See “How to Use the Exchange Management Shell to Configure Active Directory Connectivity to the Exchange Server” In the Resource Toolkit.

4. Test the issue resolution. • On MTL-EX2, start the required Microsoft Exchange services.


Exercise 3: Discussion: Impact of External and Additional Services on Exchange Environments

Instructions In this exercise, you will work in small groups to create a flow chart to document a troubleshooting process. With your small group, develop a flow chart that provides details on how you would troubleshoot the scenario that the instructor assigned to your group. Be prepared to present your flow chart to the rest of the class.

The flow charts should include:

• The questions that you would ask at each point in the troubleshooting process to try to identify the problem.

• The steps that you would take to isolate and resolve the problem. • The tools you would use, at each step, to troubleshoot the problem.

Scenario 1 Blue Yonder Airlines is an organization with offices in five North American cities. The messaging system has recently been transitioned from Exchange Server 2003 to Exchange Server 2007. They are running Active Directory on Windows Server 2003 domain controllers. They recently acquisitioned a smaller company in San Diego and have integrated their users and computers into their Active Directory infrastructure. To facilitate this task, the organization has installed new domain controllers in the San Diego office. These domain controllers were pre-installed at the company’s headquarters, and then shipped to San Diego. Concurrently, a new Exchange Server 2007 computer was installed at the company’s headquarters, and then shipped to San Diego.

The first users that were migrated to the new Exchange server in San Diego soon complained that they were not able to retrieve the addresses of some newly hired users in the company’s global address list.

Scenario 2 Northwind Traders is a small manufacturing company with an office in northern Europe. They recently migrated their complete network infrastructure from a Microsoft Windows NT® 4.0 environment to a network running only the Windows Server 2003 operating system. During this upgrade, they migrated the Windows NT 4.0 domain to Active Directory and migrated from Exchange version 5.5 to Exchange Server 2007.

Since the recent migration, some users are complaining that they are losing connectivity to the Exchange server and other resources on the network. After they restart their computers, users are once again able to open their mailboxes on the Exchange server. This problem is intermittent and affects all users.


Scenario 3 A. Datum Corporation is a large software distributor with offices in multiple countries around the world. They are running a complex messaging environment that sees more than 1,000 e-mail messages entering the transport pipeline every minute.

Even though the company’s network administration is centralized in the company’s Miami headquarters, the administration of the messaging infrastructure is distributed between the Miami office and the Paris office. In both of these offices, messages are entering the organization through load-balanced Edge Transport servers.

Recently, users in all offices are complaining that some e-mail messages that they are expecting from clients and suppliers are not received in their mailboxes. The messaging administrators from the Miami office perform some tests and verify that some messages originating from SMTP servers on the Internet are not being received by users. However, the problem is intermittent, and some messages originating from the same server are being received.





Lab Discussion


Q What was the issue that created the problem in Exercise 2? A The problem was the result of a lack of connectivity to a functioning Active

Directory domain controller that was caused by an incorrect DNS resource record. Q How did you fix the issue? A The problem was fixed by configuring the DNS zone to accept dynamic updates and

then refreshing the domain controller records. Q What other issues could have been the problem? That is, what other problems could

have had the same symptoms for each exercise? A Problems directly associated with Active Directory can cause similar issues in

Exchange Server 2007. Problems with DNS servers or any Active Directory dependent services can cause similar issues in Exchange Server 2007.


Unit 7: Identifying Trends in a Messaging System

Table of Contents Overview 7-1 Tools for Identifying Trends in a Messaging

System 7-2 Exchange Server 2007 Management Pack MOM

Reports 7-4 Discussion: Information Required to Identify and

Resolve Trends 7-7 Lab Scenario 7-9 Lab Outcomes 7-10 Lab: Identifying Trends in a Messaging System 7-11 Workshop Evaluation 7-19







Version 1.1

Unit 7: Identifying Trends in a Messaging System 7-1

Overview

You can proactively address issues in a Microsoft® Exchange Server 2007 environment by analyzing trends in a messaging system. This unit describes the tools for identifying these trends and discusses how to apply considerations for identifying and addressing these trends.


• Describe tools for identifying trends in a messaging system. • Describe the monitoring reports available with the Exchange Server 2007

Management Pack. • Apply considerations for identifying and addressing trends. • Analyze monitoring reports to identify trends. • Create proposals for addressing identified trends.

7-2 Unit 7: Identifying Trends in a Messaging System

Tools for Identifying Trends in a Messaging System

A major challenge for messaging administrators is identifying whether poor server performance is responsible for user complaints about slow server response. Troubleshooting performance issues can be extremely difficult unless you have previously established standard messaging trends. Establishing messaging trends or server performance baselines can help you to identify a performance bottleneck or determine whether an Exchange server component is experiencing problems. Also, when planning server capacity for upgrades or budget planning, you can set expectations based on previous increases in demand.

Identifying Messaging Trends and Creating Performance Baselines You can use the following tools to identify messaging trends or create a server performance baseline in Exchange Server 2007:

• Reports with the Microsoft Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005 The Exchange Server 2007 Management Pack for MOM 2005 includes reports that enable you to view system performance and data over time and in a summarized format. This data can be viewed in tables, pie charts, and line graphs. These reports are useful when they are compared to a baseline standard that has been previously created.


MOM reports are created by querying the database for the requested data. MOM reporting can summarize the data and then create an output report of formatted data. The Exchange 2007 Management Pack includes predefined reports. You can also create custom reports according to the needs of your organization. MOM 2005 reporting requires Microsoft SQL Server™ Reporting Services and the full version of MOM 2005.

• Performance Console and performance counters You can use the Performance Console to monitor a number of performance counters that you can add during the Exchange Server installation. Performance counters are available for basic hardware components, such as hard disk input/output (I/O), memory utilization, and network card data transfer. Performance counters are also available for global catalog lookup queries, user mailbox access, and message transfers. Collecting performance data over time by using performance counters enables you to become familiar with the baseline state of Exchange servers and more easily identify server components with report values that are much greater or lower than the baseline values.

• Third-party monitoring and filtering tools Messages entering the Exchange 2007 transport pipeline are not necessarily transported directly to an Exchange server. Simple Mail Transfer Protocol (SMTP) gateways, firewalls, or anti-spam filtering servers may be part of an organization’s messaging infrastructure. These network components typically are preconfigured with logging functionality and can provide relevant troubleshooting information. When firewall or anti-spam log files are cataloged and tracked, you can maintain a history of the number of messages that enter or leave the Exchange organization, the number of spam messages that are filtered when entering the organization, and the number of inbound SMTP connections that are established to inbound mail relay servers. Creating baseline values for this information will ensure that peak values are easily identified during the troubleshooting process.


Exchange Server 2007 Management Pack MOM Reports

Microsoft® Exchange Server 2007 Management Pack for Microsoft Operations Manager (MOM) 2005 management reports provide administrators with several built-in reports for establishing trends through the display of information, such as server uptime, specific service availability, and performance metrics.

Report Types There are three types of reporting classes: availability, usage (metrics), and performance (anti-spam). Within these three reporting classes are the following individual reports:

• Service availability: • Service Availability Summary. This summarizes the availability of

Exchange 2007 services such as Mailbox, Mail Flow, Outlook Web Access, Exchange ActiveSync, and Unified Messaging.

• ActiveSync Internal Service Availability. This summarizes the internal service availability of Exchange ActiveSync service.

• Mailbox Service Availability. This summarizes the MAPI connectivity availability for Mailbox server.

• Mailflow Local Service Availability. This summarizes the availability of Mailflow Local service.


• Mailflow Remote Service Availability. This summarizes the availability of the Mailflow Remote service.

• Outlook Web Access External Service Availability. This summarizes the external service availability of Outlook Web Access. This report will display, "No data available," if the external URL has not been set up on the Client Access servers and the test mailboxes have not been created.

• Outlook Web Access Internal Service Availability. This summarizes the internal service availability of Outlook Web Access. For this report, an alert is issued that tells you what steps are required to set up the test mailbox. No data is shown in the test until the mailboxes are set up.

Note: Most of the service availability information is gathered by running an Exchange Management Shell cmdlet running on the MOM server.

• Metrics: • Client Performance. This shows the percentage of successful RPC client/server

operations between clients (Microsoft Office Outlook 2003 and later versions) and Exchange 2007 during the specified time period. Any operations that take less than or equal to two seconds are considered to be successful. The Client RPC Latency and RPC count columns are calculated from the data generated by clients and sent to the Exchange server.

• Mailbox Count. This shows the distribution of mailboxes across storage groups and databases.

• RPC and Database Performance. This shows the relationship between RPC and Database I/O performance.

• Unified Messaging Call Summary. This shows a summary of telephone calls that the Exchange 2007 Unified Messaging servers receive and place.

• Unified Messaging Message Summary. This shows a summary of voice and fax messages that Exchange 2007 Unified Messaging servers process.

• Anti-spam reports: • Attached File Filter. This shows the effectiveness of the Attachment Filter agent.

This agent filters messages based on attachment file name, file name extension, or file MIME content type. You can configure this agent to block a message and its attachment, to strip the attachment and allow the message to pass through, or silently delete the message and its attachment.


• Connection Filter Report. This shows the effectiveness of the Connection Filter agent. This agent filters messages based on the IP address of the remote server from which a message is sent. A variety of IP Block lists and IP Allow lists and optional services are used to determine what action, if any, to take on a particular message based on its source IP address. You can see statistics for connection allowed results for all included computers over time, or results by computer.

• Content Filter. This shows the effectiveness of the Content Filter agent. This agent uses Microsoft® SmartScreen™ technology to assess the contents of a message. The Intelligent Message Filter is based on patented machine learning technology from Microsoft Research. The Intelligent Message Filter learns distinguishing characteristics of legitimate e-mail and of spam. Based on these characteristics, the Intelligent Message Filter helps determine whether an incoming message is spam or legitimate e-mail.

• Protocol Analysis. This shows the effectiveness of the Protocol Analysis/Sender Reputation agent. The Sender Reputation agent is an anti-spam agent that is enabled on computers that have the Microsoft Exchange Server 2007 Edge Transport server role installed to block messages according to many characteristics of the sender. The Sender Reputation agent relies on persisted data about the sender to determine what action, if any, to take on an inbound message. Sender reputation functionality is also referred to as protocol analysis.

• Recipient Filter. This shows the effectiveness of the Recipient Filter agent. This agent compares the recipients that are identified in the RCPT TO: SMTP header to known recipients identified in list of blocked recipients and to the local recipient directory which stores valid recipients that exist inside the organization to determine what action, if any, to take on a particular message.

• Sender Filter. This shows the effectiveness of the Sender Filter agent. This agent compares the sender identified in the MAIL FROM: SMTP header to know senders identified in an IP block to determine what action, if any, to take on a particular message.

• Sender Id. This shows the effectiveness of the Sender Id agent. This agent relies on the RECEIVED: SMTP header and a query to the sending system's DNS service to determine what action, if any, to take on a particular message.

Note: All reports are available from the Exchange Server 2007 Management Pack installed on a MOM 2005 server with Service Pack 1 and Microsoft SQL Server™ Reporting Services.


Discussion: Information Required to Identify and Resolve Trends

In this discussion, you will learn about the information that is required to identify trends in a messaging system.


Q What information should you collect on a regular basis to identify messaging trends in an Exchange Server 2007 organization?

A Answers will vary but may include: • Server performance data, including hard disk I/O, memory utilization, paging

information, and network utilization.

• Exchange services performance data, including remote procedure call (RPC) latency, database cache utilization, and the number of changes that were made to the database by using write permission.

• Exchange messaging statistics, including the number of server connections made by MAPI clients, the number of messages that are transferred by the server, and the number of messages that are transferred between sites.


• Other messaging statistics, such as the number of messages that anti-spam servers or Edge Transport servers filter, and the number of inbound SMTP connections.

• Other network statistics, such as the number of global catalog queries and the number of authentication requests from the Exchange server.

Q How does the type of information you collect vary by server role? A Based on the Exchange server roles that are installed on a particular server, the

components that must be analyzed to establish trends can vary. For example, when establishing trends on a Client Access server, you will focus mainly on Hypertext Transfer Protocol (HTTP) or Secure HTTP (HTTPS) requests to the server and the performance of authentication requests for remote clients. A Client Access server would also display higher demands on CPU utilization than would a transport server. In comparison, when you establish a baseline for an Edge Transport server, special attention must be given to the SMTP queues and the filtering agents that are running on that server. Although CPU utilization may be high on an Edge Transport server or Hub Transport server, additional configurations such as transport rules can increase the processing demands on those servers.

Q After you have collected the information, how do you decide which trend is most important?

A Answers will vary, but you must prioritize trends based on the role of the server, the organization’s size and business requirements, and its projected growth.

Important: Before you can use the information you collect to establish performance trends, you must establish a performance baseline. Collect the information for the performance baseline soon after implementing Exchange Server 2007.


Lab Scenario

Background Information You are the messaging administrator for A. Datum Corporation. You are responsible for identifying and addressing trends within the messaging environment.

Current Situation You are the administrator for the regional data center. The world-wide headquarters is planning the hardware upgrade budget for the coming year. You are responsible for providing recommendations about the messaging hardware that must be upgraded.

Requirements To identify trends in your messaging environment and provide upgrade recommendations, you must:

• Analyze monitoring reports to identify trends. • Create proposals for addressing the identified trends.


Lab Outcomes

You have completed this lab successfully when you have:

• Analyzed monitoring reports to identify trends. • Created proposals for addressing identified trends.


Lab: Identifying Trends in a Messaging System


• Analyze monitoring reports to identify trends. • Create proposals for addressing identified trends.



Exercise 1: Evaluating Messaging Reports In this exercise, you will work in small groups to analyze monitoring reports to identify trends.

Scenario You are the messaging administrator for A. Datum Corporation. You are the lead messaging administrator for one of the regional data centers. The following table lists some of the servers deployed at the data center:

Server name Server role Comments

MTL-DC1 Domain controller, global catalog server, DNS server

MTL-DC2 Domain controller, DNS server

MTL-EX1 Exchange Server 2007 – Mailbox server, Client Access server, Hub Transport server

1000 mailboxes 50 public folders 2 dual-core 64 bit processors 4 GB RAM 5 hard disks in a RAID 5 configuration

MTL-EX2 Exchange Server 2007 – Mailbox server, Hub Transport server

1500 mailboxes 2 dual-core 64 bit processors 4 GB RAM 7 hard disks (2 disks mirrored and 5 disks in a RAID 5 configuration)

MTL-EX3 Exchange Server 2007 – Hub Transport server

2 dual-core 64 bit processors 3 GB RAM 4 hard disks (2 sets of mirrored disks) This server is used to send and receive all Internet e-mail.

A. Datum is expanding rapidly. Three months ago, the corporation acquired another company in the Montreal area and moved 800 personnel from the other company into the current office building. All users are using Outlook 2003 or Outlook 2007 while in the office, and a small percentage of users use Outlook Web Access from outside the office.

Since the acquisition, users have frequently complained about poor messaging performance. User complaints include:

• Opening Outlook takes much longer than it used to. • Sending e-mail takes longer than it used to.


You have been capturing performance data on your Exchange servers since you upgraded to Exchange Server 2007 six months ago. You have put together a preliminary report based on the data. The preliminary report contains mostly raw performance and analytical data that is being reviewed before the final report is submitted.

The messaging engineer at A. Datum headquarters has provided you with the default performance thresholds for the Exchange Server 2007 Management Pack for MOM 2005. He suggested that you use these performance thresholds as a means to identify performance bottlenecks on the Exchange Servers.

Note: To view the default performance thresholds, see "MOM Performance Thresholds" in the Resource Toolkit.

Guidelines Use the following questions as guidelines during your analysis:

• Are the values reported indicating a performance issue on the server? • The report shows how the server performance has changed in the past six months. If

the growth is sustained over the next six months, will there be additional concerns? • Are the values reported indicating any problems in the configuration of the Exchange

server? What configuration change could be made to improve or optimize the messaging infrastructure?

• Are the values reported indicating any problem in the design or server placement of Exchange servers?

• Are the values reported indicating any problem in the configurations of external services or the communication with additional servers on the network?


Performance Reports The performance reports for the three Exchange Servers are listed below:

MTL-EX1 Performance Report Server Role Counter 1-Feb 1-Mar 1-Apr 1-May 1-Jun

HubTransport Active Mailbox Delivery Queue Length

10 18 26 24 30

HubTransport Active Remote Delivery Queue Length

12 14 22 20 31

HubTransport Aggregate Delivery Queue Length (All Queues)

200 210 670 680 700

HubTransport ESE Log Generation Checkpoint Depth

50 50 80 88 85

HubTransport Largest Delivery Queue Length

60 64 90 100 110

HubTransport Retry Mailbox Delivery Queue Length

20 21 40 41 38

HubTransport Retry Remote Delivery Queue Length

20 21 40 41 38

HubTransport Submission Queue Length 16 18 26 24 30

HubTransport Unreachable Queue Length 12 14 22 20 31

Mailbox Disk Read Latency 16 18 26 24 30

Mailbox Disk Write Latency 12 14 22 20 31

Mailbox ESE Log Bytes Write/sec 180,000 200,000 500,000 550,000 600,000

Mailbox ESE Log Generation Checkpoint Depth

120 150 500 575 600

Mailbox Public Store: Messages Queued for Submission

6 7 8 13 12

Mailbox Public Store: Receive Queue Size

7 7 11 12 14

Mailbox RPC Averaged Latency 12 14 28 32 27

Mailbox RPC Requests 10 15 55 57 48

Common LDAP long running operations

22 34 72 76 80

Common LDAP Search Time 21 32 78 80 92

Common LDAP Search Timeouts 8 6 17 20 18

Common Processor: % Processor Time 48 50 80 88 85

Common System: Processor Queue Length

3 3 5 6 7

Common Server Work Queues: Queue Length

7 7 13 14 14

Common Memory: Pages/sec 4 5 8 10 12

Common Memory: Available Bytes 19% 18% 6% 5% 4%


Server Role Counter 1-Feb 1-Mar 1-Apr 1-May 1-Jun

Common Physical Disk: % Disk Time 60 65 85 91 89

Common Physical Disk: Current Disk Queue Length

2 3 6 5 6

Common Disk % Free Space 48% 50% 65% 67% 69%


HubTransport Active Mailbox Delivery Queue Length 9 14 22 25 28

HubTransport Active Remote Delivery Queue Length 11 15 24 21 32

HubTransport Aggregate Delivery Queue Length (All Queues) 180 210 580 690 700

HubTransport ESE Log Generation Checkpoint Depth 47 50 73 90 85

HubTransport Largest Delivery Queue Length 62 62 88 94 130

HubTransport Retry Mailbox Delivery Queue Length 21 19 41 40 38

HubTransport Retry Remote Delivery Queue Length 18 21 45 39 38





Mailbox ESE Log Bytes Write/sec 140,000 150,000 260,000 270,000 310,000

Mailbox ESE Log Generation Checkpoint Depth 80 90 120 130 150

Mailbox Public Store: Messages Queued for Submission 0 0 0 0 0

Mailbox Public Store: Receive Queue Size 0 0 0 0 0



Common LDAP long running operations 22 34 72 76 81




Common System: Processor Queue Length 2 2 3 5 4



Common Server Work Queues: Queue Length 3 3 5 8 8




Common Physical Disk: Current Disk Queue Length 1 2 2 3 4



HubTransport Active Mailbox Delivery Queue Length 9 14 22 25 28

HubTransport Active Remote Delivery Queue Length 110 150 241 219 245

HubTransport Aggregate Delivery Queue Length (All Queues) 556 600 1670 1680 1700

HubTransport ESE Log Generation Checkpoint Depth 47 50 73 90 85

HubTransport Largest Delivery Queue Length 110 150 241 219 245

HubTransport Retry Mailbox Delivery Queue Length 21 19 41 40 38

HubTransport Retry Remote Delivery Queue Length 38 40 145 186 189





Mailbox ESE Log Bytes Write/sec 0 0 0 0 0

Mailbox ESE Log Generation Checkpoint Depth 0 0 0 0 0

Mailbox Public Store: Messages Queued for Submission 0 0 0 0 0

Mailbox Public Store: Receive Queue Size 0 0 0 0 0



Common LDAP long running operations 20 21 58 63 64






Common System: Processor Queue Length 2 2 3 5 4

Common Server Work Queues: Queue Length 3 3 5 8 8




Common Physical Disk: Current Disk Queue Length 0 0 1 1 1



• Analyze the messaging reports and identify the performance issues.

• Review the performance reports and compare the information to the default performance thresholds for the Exchange Server 2007 Management Pack.

• Identify performance issues on each of the servers.

Note: See "MOM Performance Thresholds" In the Resource Toolkit.


Exercise 2: Recommending Configuration Changes In this exercise, you will work in small groups to create proposals for addressing identified trends. You will present your information to the rest of the class.

Guidelines Use the following questions as guidelines during your analysis:

• What configuration changes would you propose for each of the Exchange Servers? • What changes would you recommend to the Exchange Server deployment or the

server role placement for the Exchange servers? • If you have the budget to purchase only one more server for the Montreal regional

data center, what role would you assign to the server? • If you could purchase two servers, what role would you assign to the server? • If you did not have any budget for new servers, how would you change the server

configuration? • What other recommendations would you make for changes to the Montreal regional

data center?


• Identify recommendations for addressing messaging trends.

• Present your recommendations for the messaging environment of A. Datum Corporation.

• Compare your recommendations with the recommendations created by the other groups.


Workshop Evaluation

Your evaluation of this workshop will help Microsoft understand the quality of your learning experience.

Work with your training provider to access the workshop evaluation form.

Your answers to this survey will be private and confidential, and your responses will be used to improve your future learning experience. Your open and honest feedback is valuable and appreciated.

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