troubleshooting microsoft exchange server 2003

8/8/2019 Troubleshooting Microsoft Exchange Server 2003

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Workshop: 2011A

Released: 12/2003

Workbook

TroubleshootingMicrosoft ExchangeServer 2003


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Workshop: 2011A

Part Number: X10-27595

Released: 12/2003


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Troubleshooting Microsoft Exchange Server 2003 ix

Contents

IntroductionWhat Is a Workshop? ..............................................................................................2

Workshop Materials ................................................................................................3Prerequisites ............................................................................................................4

Workshop Outline ...................................................................................................5

Demonstration: Using Virtual PC............................................................................7

Setup........................................................................................................................8

Microsoft Certified Professional Program.............................................................10

Facilities ................................................................................................................13

Unit 1: Introduction to Troubleshooting Exchange Server 2003Overview .................................................................................................................1

Understanding Exchange Server 2003.....................................................................2

Troubleshooting Methodology ................................................................................ 4

Preparing to Troubleshoot Exchange Server 2003 .................................................. 6Pre-Lab Discussion..................................................................................................8

Lab: Exploring the Troubleshooting Environment..................................................9

Lab Discussion ......................................................................................................18

Unit 2: Troubleshooting Network ConnectivityOverview .................................................................................................................1

Tools for Troubleshooting Network Connectivity...................................................2

Common Network Connectivity Problems..............................................................3

Pre-Lab Discussion..................................................................................................4

Lab: Troubleshooting Connectivity Problems.........................................................5

Lab Discussion ......................................................................................................15

Unit 3: Troubleshooting Public Folders and MailboxesOverview .................................................................................................................1

Troubleshooting Client Connectivity to Mailboxes and Public Folders.................. 2

Troubleshooting Mailbox and Public Folder Properties..........................................5

Troubleshooting Single Server Message Flow........................................................8

Troubleshooting the Recipient Update Service ..................................................... 10

Pre-Lab Discussion................................................................................................12

Lab: Troubleshooting Public Folder and Mailbox Problems.................................13

Lab Discussion ......................................................................................................26

Unit 4: Troubleshooting Outlook Web Access and Outlook MobileAccess

Overview .................................................................................................................1Troubleshooting Outlook Web Access....................................................................2

Troubleshooting Outlook Web Access in a Front-End and Back-End Server

Topology..................................................................................................................5

Troubleshooting Outlook Mobile Access................................................................7


Lab: Troubleshooting Outlook Web Access and Outlook Mobile Access

Problems................................................................................................................10

Lab Discussion ......................................................................................................22


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Unit 5: Troubleshooting Client ConnectivityOverview .................................................................................................................1

Messaging Clients Used to Access Exchange Server 2003.....................................2

How Messaging Clients Connect to Exchange Server 2003....................................5

Additional Services Required for Connecting to Exchange Server 2003............... 7


Lab: Troubleshooting Client Connectivity Problems ............................................10

Lab Discussion ......................................................................................................20

Unit 6: Troubleshooting Server ConnectivityOverview .................................................................................................................1

Troubleshooting Intra-Routing Group Connectivity ...............................................2

Troubleshooting Routing Group Connectivity ........................................................5

Troubleshooting Connectivity to Other E-Mail Systems.........................................8

Troubleshooting Connectivity to the Internet........................................................11


Lab: Troubleshooting Server Connectivity Problems............................................15

Lab Discussion ......................................................................................................26Unit 7: Troubleshooting Server PerformanceOverview .................................................................................................................1

System Components That Cause Server-Related Problems ....................................2

Common Server-Related Problems .........................................................................5


Lab: Troubleshooting Server Performance..............................................................8

Lab Discussion ......................................................................................................18

Unit 8: Troubleshooting Security IssuesOverview .................................................................................................................1

PKI Requirements for Secure E-Mail......................................................................2

Troubleshooting S/MIME E-Mail Issues.................................................................5Troubleshooting SSL Issues ....................................................................................8


Lab: Troubleshooting Exchange Security..............................................................12

Lab Discussion ......................................................................................................23

Workshop Evaluation ............................................................................................ 24

Unit 9: Troubleshooting the Migration to Exchange 2003Overview .................................................................................................................1

Standard Migration Overview ................................................................................. 2

External Migration Overview.................................................................................5

Troubleshooting Migration Issues ...........................................................................7

Pre-Lab Discussion................................................................................................11Lab: Troubleshooting the Migration to Exchange 2003........................................12

Lab Discussion ......................................................................................................24


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Troubleshooting Microsoft Exchange Server 2003 xi

Unit 10: Troubleshooting an Exchange Server 2003 OrganizationOverview .................................................................................................................1

Approach to Exchange Server 2003 Troubleshooting.............................................2

Challenge Information Company Background.....................................................5

Challenge Information Service Request Log........................................................6

Challenge Information Change Management Log................................................9

Challenge...............................................................................................................11

Workshop Evaluation............................................................................................ 13

Appendix A: Lab GuidanceUnit 1: Introduction to Troubleshooting Exchange Server 2003............................ 1

Unit 2: Troubleshooting Network Connectivity...................................................... 2

Unit 3: Troubleshooting Public Folders and Mailboxes..........................................4

Unit 4: Troubleshooting Outlook Web Access and Outlook Mobile Access .......... 6

Unit 5: Troubleshooting Client Connectivity ..........................................................8

Unit 6: Troubleshooting Server Connectivity........................................................10

Unit 7: Troubleshooting Server Performance........................................................12

Unit 8: Troubleshooting Security Issues................................................................14Unit 9: Troubleshooting the Migration to Exchange 2003 .................................... 16

Unit 10: Troubleshooting an Exchange Server 2003 Organization ....................... 18


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Troubleshooting Microsoft Exchange Server 2003 xiii

About This WorkshopThis section provides a brief description of this course and its audience,suggested prerequisites, and objectives.

This product is designed as a three-day instructor-led workshop. The workshop

will focus exclusively on the troubleshooting skills/objectives that align withExam 70-284: Implementing and Managing Microsoft Exchange Server 2003.

As per the product specification developed by the Business and ProductStrategy team, at least 75% of the workshop will consist of lab-based, hands-on

experience. The labs will be a series of problem-centered scenarios that requirestudents to use troubleshooting flow charts to identify and resolve problems.

This workshop is targeted at Systems Engineers already skilled in Exchange

Server 2003 support tasks. Students should have a 300 skill level as anExchange administrator and one or more years of messaging and network

experience supporting Exchange Server 2003. The workshop format is alsointended for students who learn best by doing.

This workshop is not appropriate for Messaging Administrators with fewer thansix months of experience, or for people who do not learn well through self-

discovery. Given the problem-solving and troubleshooting-based approach ofthis workshop, students must have solid knowledge of how Exchange functions.

This workshop requires that students meet the following prerequisites:

! Complete Course 2400,Implementing and Managing Exchange Server 2003

or

! Complete Workshop 2009, Upgrading Your Skills from Exchange Server

5.5 to Exchange Server 2003

! One or more years of messaging and network experience supporting

Exchange Server 2003

Description

Audience

Student prerequisites


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xiv Troubleshooting Microsoft Exchange Server 2003

After completing this workshop, students will be able to:

! Apply knowledge of a troubleshooting methodology to identify and resolve

a problem.

! Identify and resolve network connectivity problems and problems arisingfrom host resolution protocols.

! Identify and resolve problems with public folders and mailboxes.

! Identify and resolve front-end server and back-end server issues that cause

problems with Microsoft Outlook Web Access (OWA).

! Identify and resolve problems with Internet protocol virtual servers such as

Simple Mail Transfer Protocol (SMTP), Internet Message Access Protocol

(IMAP), and Post Office Protocol (POP).

! Identify and resolve connectivity problems between servers running

Exchange Server 2003, connectivity problems between ExchangeServer 2003 and other messaging systems, and problems with relay

configurations.

! Identify and resolve problems with bandwidth, services, database

corruption, service failures, disk space, and other server performance issues.

! Identify and resolve encryption and digital signature issues and problems

caused by viruses.

! Identify and resolve problems related to migrating from Exchange 5.5 to

Exchange 2003.

! Apply knowledge of troubleshooting methodology to create a

troubleshooting strategy and identify the appropriate tools, processes, and

procedures for each step of the strategy.

Workshop objectives


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Troubleshooting Microsoft Exchange Server 2003 xv

Workshop TimingThe following schedule is an estimate of the workshop timing. Timing mayvary.

Day 1

Start End Unit

9:00 9:30 Introduction

9:30 9:45 Unit 1: Introduction to Troubleshooting Exchange Server 2003

9:45 10:45 Lab: Exploring the Troubleshooting Environment

10:45 11:00 Break

11:00 11:15 Unit 2: Troubleshooting Network Connectivity

11:15 12:00 Lab: Troubleshooting Connectivity Problems

12:00 1:00 Lunch

1:00 2:30 Lab: Troubleshooting Connectivity Problems (continued)

2:30 2:45 Break

2:45 3:00 Unit 3: Troubleshooting Public Folders and Mailboxes

3:00 4:15 Lab: Troubleshooting Public Folder and Mailbox Problems

4:15 4:30 Unit 4: Troubleshooting Outlook Web Access and Outlook

Mobile Access

Day 2

Start End Unit

8:30 9:00 Day 1 review

9:00 10:00 Lab: Troubleshooting Outlook Web Access and Outlook Mobile

Access Problems10:00 10:15 Break

10:15 11:45 Lab: Troubleshooting Outlook Web Access and Outlook Mobile

Access Problems (continued)

11:45 12:45 Lunch

12:45 1:00 Unit 5: Troubleshooting Client Connectivity

1:00 2:00 Lab: Troubleshooting Client Connectivity Problems

2:00 2:15 Break

2:15 3:15 Lab: Troubleshooting Client Connectivity Problems (continued)

3:15 3:30 Unit 6: Troubleshooting Server Connectivity

3:30 5:00 Lab: Troubleshooting Server Connectivity Problems


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xvi Troubleshooting Microsoft Exchange Server 2003

Day 3

Start End Unit

8:30 9:00 Day 2 review

9:00 9:15 Unit 7: Troubleshooting Server Performance

9:15 10:15 Lab: Troubleshooting Server Performance

10:15 10:30 Break

10:30 10:45 Unit 8: Troubleshooting Security Issues

10:45 12:00 Lab: Troubleshooting Exchange Security

12:00 1:00 Lunch

1:00 1:45 Lab: Troubleshooting Security Issue Problems (continued)

1:45 2:00 Unit 9 : Troubleshooting the Migration to Exchange 2003

2:00 2:15 Break

2:15 3:45 Lab: Troubleshooting the Migration to Exchange 2003

3:45 4:30 Unit 10: Troubleshooting an Exchange Server 2003 Organization


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Troubleshooting Microsoft Exchange Server 2003 xvii

Trainer Materials Compact Disc ContentsThe Trainer Materials compact disc contains the following files and folders:

! Autorun.exe. When the compact disc is inserted into the CD-ROM drive, or

when the user double-clicks the Autorun.exe file, this file starts the disc

and allows the user to browse the contents.! Autorun.inf. When the compact disc is inserted into the CD-ROM drive, this

file opens Autorun.exe.

! Default.htm. This file opens the Trainer Materials Web page.

! Readme.txt. This file explains how to install the software for viewing the

compact disc and its contents and how to open the Trainer Materials Web

page.

! 2011A_In.doc. This file contains the Instructor Notes for this workshop,

which are provided to assist the instructor in delivering this workshop.

! 2011A_ms.doc. This file is the Manual Classroom Setup Guide. It contains

the steps for manually setting up the classroom computers.

! Powerpnt. This folder contains the Microsoft PowerPoint slides that are

used in this course.

It is recommended that you use PowerPoint 2002 or later to

display the slides for this workshop. If you use PowerPoint Viewer or an

earlier version of PowerPoint, all the features of the slides may not bedisplayed correctly.

! Pptview. This folder contains the Microsoft PowerPoint Viewer 97, which

can be used to display the PowerPoint slides if Microsoft PowerPoint 2002

is not available. Do not use this version in the classroom.

!

Setup. This folder contains the files that install the course and relatedsoftware on classroom computers.

! Student. This folder contains the Web page that provides students with linksto resources pertaining to this course, including additional reading, review

and lab answers, lab files, multimedia presentations, and course-related Web

sites.

! Tprep. This file contains the Trainer Preparation Presentation for this

course. Review these materials before teaching this course.

! Webfiles. This folder contains the files that are required to view the course

Web page. To open the Web page, open Windows Explorer, and in the root

directory of the compact disc, double-clickDefault.htmorAutorun.exe.

Important


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xviii Troubleshooting Microsoft Exchange Server 2003

Student Materials Compact Disc ContentsThe Student Materials compact disc contains the following files and folders:

! Autorun.exe. When the compact disc is inserted into the CD-ROM drive, or

when the user double-clicks the Autorun.exe file, this file starts the disc

and allows the user to browse the contents.! Autorun.inf. When the compact disc is inserted into the CD-ROM drive, this

file opens Autorun.exe.

! Default.htm. This file opens the Student Materials Web page, which

provides students with resources pertaining to this course, including

additional reading, review and lab answers, lab files, multimediapresentations, and course-related Web sites.

! Readme.txt. This file explains how to install the software for viewing the

compact disc and its contents and how to open the Student Materials Web

page.

! Addread. This folder contains additional reading pertaining to this course.

! Appendix. This folder contains appendix files for this course.

! Flash. This folder contains the installer for the Macromedia Flash 5.0

browser plug-in.

! Fonts. This folder contains fonts that may be required to view the Microsoft

Word documents that are included with this course.

! Labfiles. This folder contains files that are used in the hands-on labs. Thesefiles may be used to prepare the student computers for the labs.

! Media. This folder contains files that are used in multimedia presentations

for this course.

! Mplayer. This folder contains the setup file to install Microsoft Windows

Media Player.

! Toolkit.This folder contains the files that are required to view the Resource

Toolkit.

! Visioview. This folder contains the Microsoft Visio Viewer that is used to

view any Visio document (.vsd) files that are included on the compact disc.

! Webfiles. This folder contains the files that are required to view the courseWeb page. To open the Web page, open Windows Explorer, and in the root

directory of the compact disc, double-clickDefault.htm orAutorun.exe.

! Wordview. This folder contains the Word Viewer that is used to view any

Word document (.doc) files that are included on the compact disc.


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Troubleshooting Microsoft Exchange Server 2003 xix

Document ConventionsThe following conventions are used in course materials to distinguish elementsof 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.


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Contents

Introduction 1

What Is a Workshop? 2

Workshop Materials 3

Prerequisites 4

Workshop Outline 5

Demonstration: Using Virtual PC 7

Setup 8

Microsoft Certified Professional Program 10

Facilities 13

Introduction


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Introduction 1

Introduction

*****************************ILLEGAL FOR NON-TRAINER USE******************************


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2 Introduction

What Is a Workshop?


The workshop is a fast-paced learning format that favors labs over lecture. In aworkshop, lecture time is kept to a minimum to give students the opportunity to

focus on hands-on, scenario-based labs. The workshop format enables studentsto reinforce learning by doing and by problem solving.

Because lecture will focus only on the important or most difficult elements of a

given topic, labs include Toolkit resources that contain information likeprocedures, demonstrations, job aids, and other materials designed to give you

the information you need to complete a lab. Your instructor is also a valuableresource, and can answer questions you may have as you complete the lab.

Your instructor will also lead discussions after the lab and review bestpractices.


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Introduction 3

Workshop Materials


The following materials are included with your kit:

! Name card. Write your name on both sides of the name card.

! 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 you will use in the scenario-based labs in this workshop. It

includes video presentations, lab scenario information, and Toolkit

resourcessuch as procedures and annotated screenshotsthat will help

you complete the labs.! Student Materials compact disc. The Student Materials compact disc

contains a Student Materials 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 Student Materials Web page, insert the StudentMaterials compact disc into the CD-ROM drive, and then in the root

directory of the compact disc, double-clickAutorun.exe orDefault.htm.

! Workshop evaluation. The evaluation gives you the opportunity to complete

an online evaluation near the end of the workshop to provide feedback onthe 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 CertifiedProfessional (MPC) program, send e-mail to [email protected].

! Evaluation software. An evaluation copy of Microsoft Exchange

Server 2003 is provided for your personal use only.


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4 Introduction

Prerequisites


This workshop requires that students meet the following prerequisites:

! Complete Course 2400, Implementing and Managing Exchange Server 2003

or

! Complete Course 2009, Upgrading Your Skills from Exchange Server 5.5 to

Exchange Server 2003

! One or more years of messaging and network experience supporting

Microsoft Exchange Server 2003


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Introduction 5

Workshop Outline


Unit 1, Introduction to Troubleshooting Exchange Server 2003, provides anoverview of Exchange Server 2003, and introduces the troubleshooting

methodology and tools that will be used in the labs for this workshop.

Unit 2, Troubleshooting Network Connectivity, identifies underlying networkconnectivity issues when messaging clients cannot access Exchange

Server 2003.

Unit 3, Troubleshooting Public Folders and Mailboxes, uses the architecture

of public folders and mailboxes to identify underlying issues when a client does

not receive e-mail messages in an Exchange Server 2003 environment.

Unit 4, Troubleshooting Outlook Web Access and Outlook Mobile Access,describes Outlook Web Access (OWA), and Outlook Mobile Access (OMA),

and identifies the issues with front-end and back-end servers that can preventusers from accessing OWA.

Unit 5, Troubleshooting Client Connectivity, describes the client applications

that can connect to an Exchange server and the protocols that these clientapplications use. In this context, this unit identifies the underlying issues that

can prevent client connectivity.

Unit 6, Troubleshooting Server Connectivity, discusses common connectivityissues between different Exchange servers. Students will learn about common

issues related to connectivity between Exchange sites, connectivity between anExchange site and a third-party messaging system, and connectivity between an

Exchange site and the Internet.

Unit 7, Troubleshooting Server Performance, describes common system

problems that affect the performance of computers running ExchangeServer 2003.


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6 Introduction

Unit 8, Troubleshooting Security Issues, discusses security issues andpotential vulnerabilities caused by improperly configured Exchangeorganizations. The unit also introduces students to Secure/Multipurpose Internet

Mail Extensions (S/MIME) and describes how it signs and seals messages.

Unit 9, Troubleshooting the Migration to Exchange 2003, discusses problemsthat can result during the migration from Exchange 5.5 to Exchange 2003. The

unit describes the different types of migration and provides an overview of themigration process. The unit also describes common migration issues, such as

the inability to successfully run ForestPrep and DomainPrep, and issues relatedto using the Microsoft Active Directory Migration Tool.

Unit 10, Troubleshooting an Exchange Server 2003 Organization, provides a

review of methodology used to troubleshoot Exchange Server 2003. The unitalso discusses high-level troubleshooting guidelines. The unit concludes with an

instructor-facilitated, paper-based challenge lab, in which students will worktogether to resolve Exchange-related issues in a case study-type format.


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Introduction 7

Demonstration: Using Virtual PC


In this demonstration, your instructor will help you familiarize yourself with theVirtual PC environment that you will work in to complete the practices in this

workshop. You will learn:

! How to open Connectix Virtual PC.

! How to start Virtual PC.

! How to log on to Virtual PC.

! How to switch between full screen and window mode.

!

How to tell the difference between the virtual computers that are used in thepractices for this course.

! How the virtual computers can communicate with each other and with the

host, but that they cannot communicate with other computers that are

outside of the virtual environment (for example, no Internet access is

available from the virtual environment).

! How to close Virtual PC.

Note While working in the Virtual PC environment, you may find it

useful to use keyboard shortcuts. All Virtual PC shortcuts include a keythat is referred to as the HOST key. By default, the HOST key is the

ALT key on the right side of your keyboard. Some useful shortcutsinclude HOST+DELETE to log on to Virtual PC, HOST+ENTER toswitch between full screen mode and window mode, and HOST+RIGHT

ARROW to display the next virtual computer. For more informationabout Virtual PC, see Virtual PC Help.


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Introduction 9

The virtual environment on each computer in the classroom is configured in thesingle-domain model, as shown in the following graphic. Vancouver is in aseparate domain with no trust relationships established to NWTraders.

The virtual computers on your host computer can communicate with each other

and with your host computer. They are unable to communicate with any othercomputer in the classroom, although your host computer may have networkconnectivity to other classroom computers and the Internet.

Classroom setup


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10 Introduction

Microsoft Certified Professional Program


Microsoft Training and Certification offers a variety of certification credentialsfor developers and IT professionals. The Microsoft Certified Professional

(MCP) program is the leading certification program for validating yourexperience and skills, keeping you competitive in the changing business

environment of today.

This workshop helps students to prepare for Exam 70-284:Implementing andManaging Microsoft Exchange Server 2003. Exam 70-284is an elective exam

for the MCSE certification.

The Microsoft Certified Professional program includes the followingcertifications:

! MCSA on Microsoft Windows Server 2003

The Microsoft Certified Systems Administrator (MCSA) certification isdesigned for professionals who implement, manage, and troubleshoot

existing network and system environments based on MicrosoftWindows 2000 platforms, including the Windows Server 2003 family.Implementation responsibilities include installing and configuring parts of

the systems. Management responsibilities include administering andsupporting the systems.

! MCSE on Microsoft Windows Server 2003

The Microsoft Certified Systems Engineer (MCSE) credential is the premiercertification for professionals who analyze the business requirements anddesign and implement the infrastructure for business solutions based on the

Microsoft Windows 2000 platform and Microsoft server software, includingthe Windows Server 2003 family. Implementation responsibilities include

installing, configuring, and troubleshooting network systems.

Introduction

Related certificationexams

MCP certifications


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Introduction 11

! MCAD

The Microsoft Certified Application Developer (MCAD) for Microsoft

.NET credential is appropriate for professionals who use Microsofttechnologies 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

The Microsoft Certified Solution Developer (MCSD) credential is the

premier certification for professionals who design and develop leading-edgebusiness solutions with Microsoft development tools, technologies,

platforms, and the Microsoft Windows DNA architecture. The types ofapplications MCSDs can develop include desktop applications and multi-

user, Web-based, N-tier, and transaction-based applications. The credentialcovers job tasks ranging from analyzing business requirements tomaintaining solutions.

! MCDBA on Microsoft SQL Server 2000

The Microsoft Certified Database Administrator (MCDBA) credential is thepremier certification for professionals who implement and administerMicrosoft SQL Server databases. The certification is appropriate for

individuals who derive physical database designs, develop logical datamodels, 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 successfully implement a Microsoft product ortechnology as part of a business solution in an organization. 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 Microsoft Official Curriculumthrough Microsoft Certified Technical Education Centers (MicrosoftCTECs).


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12 Introduction

The certification requirements differ for each certification category and arespecific to the products and job functions addressed by the certification. Tobecome a Microsoft Certified Professional, you must pass rigorous certification

exams that provide a valid and reliable measure of technical proficiency andexpertise.

See the Microsoft Training and Certification Web site athttp://www.microsoft.com/traincert/.

You can also e-mail [email protected] if you have specific certificationquestions.

Microsoft Official Curriculum (MOC) and MSDN Training can help youdevelop the skills that you need to do your job. This training also complements

the experience that you gain while working with Microsoft products andtechnologies. However, no one-to-one correlation exists between MOC andMSDN Training courses 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 the MCP

exams.

To help prepare for the MCP exams, use the preparation guides that areavailable for each exam. Each Exam Preparation Guide contains exam-specific

information, such as a list of the topics on which you will be tested. Theseguides are available on the Microsoft Training and Certification Web site at

http://www.microsoft.com/traincert/.

Certificationrequirements

For More Information

Acquiring the skillstested by an MCP exam


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Introduction 13

Facilities



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Contents

Overview 1

Understanding Exchange Server 2003 2

Troubleshooting Methodology 4

Preparing to Troubleshoot

Exchange Server 2003 6

Pre-Lab Discussion 8

Lab: Exploring the Troubleshooting

Environment 9

Lab Discussion 18

Unit 1: Introduction to TroubleshootingExchange Server 2003


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Unit 1: Introduction to Troubleshooting Exchange Server 2003 1

Overview


Before you begin to troubleshoot Microsoft Exchange Server 2003, you needto understand the components of Exchange Server 2003 in order to target areas

that are malfunctioning. You also need to understand basic troubleshootingmethodology, including how to use the Open Systems Interconnection (OSI)model to identify the point at which message flow is failing. Finally, you must

understand the tools and resources that can be used to specifically identify aproblem.

After completing this unit, you will be able to:

! Configure and prepare servers for basic troubleshooting.! Analyze process and data flow in a flow chart.! Access and apply information from a scenario and other workshop

components.

! Identify a problem and recommend a solution.

Objectives


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2 Unit 1: Introduction to Troubleshooting Exchange Server 2003

Understanding Exchange Server 2003


Before you begin troubleshooting, you will need to understand the variouscomponents of an Exchange messaging system, which allows Exchange

Server 2003 to meet the messaging needs of your organization. Whentroubleshooting your Exchange messaging systems, you must focus on the

databases, client connectivity, and server connectivity.

Because Exchange Server 2003 supports multiple databases per server, youmust address each database separately in troubleshooting. For example, three

mailbox stores may function normally, allowing users on those stores to accesstheir e-mail; however, a fourth mailbox store may be corrupted and need to be

repaired or restored. If the databases of Exchange Server 2003 becomecorrupted, messaging can fail. Additionally, corruption of the Microsoft Active

Directory database can cause problems with Exchange.

Client connectivity is another component that should be addressed separately inmost cases. When your users complain that their messaging client is not

functioning, you should determine whether the problem is with the server, theclient, or the network. Also, be aware that a MAPI client such as MicrosoftOutlook will have different features and requirements than a Post Office

Protocol version 3 (POP3) or Internet Message Access Protocol version4rev1(IMAP4) client. There are situations where an IMAP4 client, such as

Microsoft Outlook Express, will work while the Outlook MAPI client will notwork.

Microsoft Outlook Web Access (OWA) is extremely helpful in troubleshootingbecause it can be used to verify that the network and the messaging servers are

functioning properly. Other clients that you may need to troubleshoot includeOutlook Mobile Access (OMA), Network News Transfer Protocol (NNTP), and

Exchange Server ActiveSync.

Databases

Client connectivity


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When working with Exchange Server 2003 in a large organization, you willalso need to know how to troubleshoot connectors. In an environment spanninga WAN, connectors are used to enable Exchange Server 2003 routing groups to

transfer messages to each other, and to allow Exchange Server 2003 routinggroups to transfer messages to other messaging systems.

Server connectivity


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Troubleshooting Methodology


Because messaging is a network application, you can use the OSI networkingmodel to help troubleshoot messaging problems. OSI model layers are

extremely useful during troubleshooting because each layer contains differentcomponents that interact with one another.

The following are the messaging components that function at each OSI model

layer:

! Application and Presentation layers. Exchange server and messaging clientapplications function at these layers. The System Manager is an example of

an application layer component.! Session and Transport layers. TCP/IP connectivity occurs at these layers.

Server session connectivity issues, such as Simple Mail Transfer Protocol

(SMTP) connection over TCP port 25, occur at this layer.

! Network layer. Routing occurs at this layer. Network addressing issuesoccur at this layer.

! Data Link layer. Network interface driver issues occur at this layer.! Physical layer. Physical network issues, such as disconnected cables, occur

at this layer.

You can use the OSI model by starting at the bottom and working your way up

to the top until the problem is resolved. Start at the Physical layer by checkingthe network cabling and other physical components, such as routers, bridges,

switches, and other servers that might be the source of the problem. After youhave eliminated the Physical layer problems, troubleshoot the network interfacecard driver and then name resolution and routing.

Often, the problem is higher in the OSI model. When you have gained moreexperience, you will be able to start troubleshooting at a higher level or at the

top level of the OSI model.

OSI model


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In any successful troubleshooting scenario, the administrator needs in-depthknowledge of how the system is supposed to work or must have anotherworking system available for reference in troubleshooting.

The working system model provides a reference when troubleshooting. In manycases, you can break down the system into several components and isolate eachcomponent individually to test them. You can refer to your working system

model to see how each setting is configured and then test it to see if it helpsresolve your problem. Of course, each time you make a change, you must

document the original system setting as well as your attempted change.

The working system model is very helpful if you have multiple systems that aresupposed to be configured the same way, or if you have multiple system

components that are supposed to be configured the same way.

Make sure that you document all changes that you make to the environmentwhile you are troubleshooting. You may have to undo the changes you make ifthey cause other problems. Many organizations use a change management log

or similar record to document changes to their environment.

Working system model


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Preparing to Troubleshoot Exchange Server 2003


There are several resources that you can use to identify problems that impactmessaging in an Exchange Server 2003 organization. If Exchange Server 2003

is already deployed in your environment, you probably are following apreventative maintenance document, which outlines the frequency that you

review and act on information provided by these resources.

The table below lists resources you can use to perform preventativemaintenance and specific troubleshooting.

Resource Usage

Diagnostics

Logging

You can configure each Exchange Server 2003 objects Diagnostics

Logging property page to log very specific events to Event Viewer,

which can then be viewed for troubleshooting purposes. For

example, if you are troubleshooting public folder replication, you

may wish to log MSExchangeIS\Public Folder categories that are

related to replication. Because diagnostics logging can cause

performance degradation, you should only enable it when

troubleshooting a specific issue.

Event Viewer Reviewing all logs in Event Viewer on a daily basis will enable you

to identify and respond to server problems proactively. When

troubleshooting, Event Viewer is the first place you should look for

unusual or unexpected activity on your server. For example, if your

online backup is failing due to a corrupt information store, you willsee information logged in the Application log of Event Viewer that

can help you identify and repair the corruption.

Services logs By default, services that log related activity store their logs in the

systemroot\system32\logfiles folder. The Web, SMTP, and NNTP

logs are especially relevant to Exchange troubleshooting. For

example, if your server is unable to transmit messages to a remote

server across the Internet, you may wish to enable SMTP logging so

that you can review the exact SMTP communications between the

two servers noted in the SMTP log file.


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(continued)

Resource Usage

Dump files Dump files are required when working with Microsoft Product

Support Services (PSS) to troubleshoot an operating system stop

error (also known as blue screen). The PSS team can evaluate the

dump file to help identify the cause of the stop error. For example,

hard disk controller driver problems can result in corrupt Exchange

information stores, and may cause operating system stop errors. If

you experience a stop error, PSS can use the dump file to identify

the controller driver as the source of the problem, allowing you to

prevent damage to your information stores.

Performance

Monitor

You should be logging Exchange and Microsoft Windows

performance counters regularly so that you can anticipate problems

resulting from service growth on your Exchange server. When

troubleshooting, these log files can help you understand the exact

point at which an issue was introduced. For example, if you migrate

several hundred mailboxes to your Exchange server, you may not

incur problems immediately. However, the migration will impact

performance and accelerate your server hardware upgrade schedule.If you neglect to review the log files regularly, you will eventually

reach thresholds that cause performance alerts to be sent, and find

yourself troubleshooting an issue that you could have anticipated.

For more information on specific performance counters and

thresholds, see Course 2400,Implementing and Managing Microsoft

Exchange Server 2003.

Network

Monitor

To troubleshoot network communication problems among Exchange

servers, Active Directory servers, and clients attempting to connect

to their Exchange server, you should use the full version of Network

Monitor to capture packets between the impacted computers. These

packets enable you to determine which servers each computer is

attempting to reach, allowing you to troubleshoot global catalogserver communication problems.

Messaging logs You should enable message tracking on the Exchange server

objects General property page when troubleshooting message flow

problems. Troubleshooting message delivery involves determining

at which point a message failed to be routed within your messaging

system. To track a message, use the Message Tracking Center in

Exchange System Manager.

Note For more information about any of these resources, please refer toMicrosoft Windows Server 2003 Help and Exchange Server 2003

Help.


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Pre-Lab Discussion


Each lab in this workshop includes job aids and Lab Toolkit resources to helpyou complete the exercises. The labs will progressively become more difficult.

Each lab has one or more flowcharts associated with the troubleshooting tasks.The flowcharts are visual displays that contain decision points and processes toguide you through the lab and help you organize your troubleshooting efforts.

Each unit in this workshop has Toolkit resources associated with the labexercises to assist you in completing the exercises. The Lab Toolkit resources

are in a separate booklet, entitled Toolkit Resources. The Lab Toolkit resources

are also available in an online format and are located on the student CD in thetoolkit\content\labXXfolder, whereXXis the number of the relevant unit. You

can use the Toolkit resource document, Using the Workshop Resources, todetermine which process and methods you want to use to troubleshoot the

problem presented.

Every organization has issues with their service requests. Many requests are

very confusing in how they are written. Other requests can be hard tounderstand when the initial Help Desk person tries to decipher the issue as

presented by the user.

Often, it can save a great deal of trouble if you contact the user directly andconfirm anything that might be confusing or might be misstated in the service

request. At this time, you might consider:

! Problems that your organization has had with service requests.! Ways to address service request issues to make it easier to resolve the

problems.

Exercise 1 in this lab provides an example of how flowcharts and scenarios willbe used throughout this workshop. This exercise covers troubleshooting of a

mapped network drive, which is intentionally not an Exchange issue. The

purpose of this exercise is to introduce you to the flowcharts and scenarios in

this course before delving into actual Exchange troubleshooting issues.

Job aids

Service requests

Example


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Lab: Exploring the Troubleshooting Environment


In this lab, you will configure a computer running Exchange Server 2003 inpreparation for troubleshooting. You will configure Diagnostics Logging and

Service logs. You will then work on a basic troubleshooting problem as anexample of how the rest of the workshop will work.

For more information on completing this lab, see Appendix A, Lab Guidance,

located at the back of the student workbook.

After completing this lab, you will be able to:

! Configure and prepare servers for basic troubleshooting.! Analyze process and data flow in a flow chart.! Assess and apply information from a scenario and other workshop

components.

! Identify problems and recommend solutions.

Important This lab focuses on the concepts in this unit and as a result

may not comply with Microsoft security recommendations. For instance,this lab does not comply with the recommendation that you should not

log on using an administrative account.


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For this lab, you will use the Acapulco and London Virtual PCs. The AcapulcoVirtual PC is used to provide a messaging client for internal users as well asexternal users. The London Virtual PC is a domain controller, global catalog

server, DNS server, and is running Exchange Server 2003.

To prepare for this lab:

1. Start the 2011_London Virtual PC, if it is not already started.2. Log on to 2011_London as NWTraders\Administrator with a password of

P@ssw0rd.

3. Start the 2011_Acapulco Virtual PC, if it is not already started.4. Log on to 2011_Acapulco as NWTraders\Administratorwith a password

ofP@ssw0rd.

In this lab, in Exercise 1, you will use the flow charts and the Lab Toolkit

resources to identify and resolve the problems described in the scenario. Youwill need to read the scenario and the Level 1 support comments and then use

the flow chart to identify the root cause of the problem. You will then need to

perform the test case presented at each decision point in the flowchart todetermine which path to follow. Use the letters on the flow chart to identify theLab Toolkit resources that you can use to help troubleshoot the problem. After

you identify a potential solution, make the configuration change and then testyour solution. When your solution resolves the problem presented in thescenario, you have successfully completed the lab.

Lab Virtual PCconfiguration

Navigating the flowchart


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If necessary, use one or more of the Lab Toolkit resources listed in thefollowing table to help you complete the exercises in this lab.

Flow chart reference Resources used for this lab

Ex 2 only Help: Exchange: Enabling Diagnostic Logging. To

locate this information, open the Exchange System

Manager help. In this help file, search forConfigureDiagnostic Logging and Set Diagnostic Logging

Properties.

Ex 2 only Help: Windows: Using Netmon to Monitor Network

Traffic. To locate this information, open Windows

help. In this help file, search forMonitor Network

Traffic and Network Monitor.

A Help: Windows: How to check DNS. To locate this

information, open Windows help and then search for

Managing Resource Records: DNS.

A Help: Windows: How to use TCP/IP command-line

utilities. To locate this information, open Windows

help and then search forCommand-line utilities:

TCP/IP.

B Help: Windows: How to share files. To locate this

information, open Windows help and then search for

Share permissions: Shared Folders.

A Using the Workshop Resources

Ex 2 only Using Service Logs

Note Access product help files by launching the corresponding product,right-clicking an object within the product management console, and

then clicking Help. Access the Windows Server 2003, Enterprise EditionHelp and Support Center by using the Start menu on the desktop of a

computer running Windows Server 2003 Enterprise Edition.

Estimated time to complete this lab: 60 minutes

Lab Toolkit resources