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e-Collaboration Training for
Systems TAC
Muhammad Raheel Arshad Senior Systems Engineer
Objective
• The objective of this training is to prepare the
Systems TAC to handle customer technical and
information queries regarding e-Collaboration
service
• Upon completion of this training, System TAC will be
able to:
– Know about e-Collaboration Features
– Know about ActiveSync Technology and Outlook
Connector
– Guide customers about necessary configurations
– Troubleshoot customer‟s issues
Introduction to e-Collaboration
• Service name for hosted e-mail and collaboration
suite provided by NAYAtel
• Powered by GeCAD Technologies product named
„AXIGEN Messaging Server‟
• AXIGEN covers more than 80% features of
Microsoft Exchange Server
• It‟s an integrated solution with all the features built-in
but needs a license to activate one
e-Collaboration Features (1 of 2)
• AJAX and Standard Webmail
• Admin Panel
• Webmail Branding
• POP/IMAP
• POP/IMAP over SSL
• SMTP Authentication
• ActiveSync *
• Outlook Sync *
• Remote POP
• Mailing Lists
• Groups
• Domain Address Book
e-Collaboration Features (2 of 2)
• Folder Sharing
• Mailbox Delegation
• Forwarder
• Out-of-Office Auto Responder
• Calendars
• Tasks
• Notes
• Integrated Basic Spam Filtering
• Add-on Premium Anti-Spam Filtering powered by SymantecTM
• Send/Receive Restriction
ActiveSync Technology (1 of 2)
• Synchronization protocol developed by Microsoft
• Push based technology
• Proprietary protocol of Microsoft licensed to different
software vendors like AXIGEN, Zimbra, Novell
Groupware etc.
• Two Implementations:
– Desktop ActiveSync
– Exchange ActiveSync
• AXIGEN ActiveSync implementation is based on
Exchange ActiveSync
ActiveSync Technology (2 of 2)
• Exchange ActiveSync is optimized to work together
with high latency and low bandwidth networks
• ActiveSync saves considerable amount of power in
mobile device
• ActiveSync communicates over HTTP and XML
• Changes are communicated over any type of
TCP/IP networks available from server to handset
and vice versa.
AXIGEN Outlook Connector
• Enables you to synchronize your Outlook with
AXIGEN mail server
• Implements Exchange Client-like features
• Brings your Webmail to your Outlook
• Brings end user server-side features to your Outlook
• No need to login to your Webmail again and again
• AXIGEN Outlook Connector uses MAPI (Messaging
API) over IMAP to synchronize
e-Collaboration WebMail Demo
e-Collaboration WebAdmin Demo
e-Collaboration Common Issues &
Troubleshooting
• Webmail Issues
• WebAdmin Issues
• ActiveSync Issues
• Outlook Connector Issues
• Automatic Migration Issues
• Receiving Issues
• Sending Issues
e-Collaboration Webmail Issues &
Troubleshooting (1 of 2)
• Can‟t access Webmail of my domain – Internet or DNS issue
– nslookup mail.<domain>.tld
– change DNS and re-check
– telnet 203.82.48.116 80
– Check other websites or Internet speed
• I can‟t see some buttons and can‟t use CTRL+Z and CTRL+C in Webmail – Browser Incompatibility
– Try other browser
– Use Google Chrome
e-Collaboration Webmail Issues &
Troubleshooting (2 of 2)
• I can‟t see pictures, symbols and smileys in
Webmail
– Incorrect HTML Filtering
– Go to “Setting in Webmail”, set “Body Filtering” to “Low
Level” under Interface tab
– Click “save & close”
e-Collaboration WebAdmin Issues &
Troubleshooting
• Can‟t access WebAdmin of my domain – Port 9000 is blocked at Gateway/Firewall/ISA/TMG/Squid
or HotSpot Shield is running
– Ask him the way he‟s accessing WebAdmin
– If <FQDN>:9000, check DNS resolution
– Telnet 203.82.48.116 9000
– Contact Network Administrator
• Trying to open WebAdmin but Webmail is opening – HotSpot Shield or Proxy or any other URL
redirecting/redirecting engine is running in network
– Stop HotSpot shield or bypass proxy server
– Contact Network or Systems Administrator
e-Collaboration ActiveSync Issues &
Troubleshooting
• “Could not connect to Server” – Wrong Settings
– ActiveSync not configured for account
– SSL configured in settings
– Ask the device platform from customer
– Check the supported device platform at http://support.nayatel.com/?knowledgebase_category=mobile-activesync
– Double-check the settings
– Check the OS version installed on device
– Check the factory default OS version specific to device
– Send Ticket to Level-3
e-Collaboration Outlook Connector
Issues & Troubleshooting (1 of 2)
• Can‟t see my previous POP Account after the installation of Axigen Outlook Connector
– Axigen Outlook connector by default creates another Outlook profile named “Axigen Outlook Connector” and set it as default and without prompt
– Go to Control Panel and open “Mail (32-bit)” and click “Show profile”
– Then select “Prompt for a profile to be used” and click “OK” button
• No!!! I don‟t want to select this profile every time.
– Psychological Problem
– Go to Control Panel and open “Mail (32-bit)” and click “Show profile”
– Then select “Always use this profile” and set profile to Axigen Outlook Connector and click “OK” button
– Start the Outlook and click “Add Account” to add a POP3 account in same profile.
e-Collaboration Outlook Connector
Issues & Troubleshooting (2 of 2)
• I installed Axigen Outlook connector with my Outlook and properly configured but it doesn‟t connect – More that 100% probability of incompatible Outlook Version or
64-bit Outlook. Axigen Outlook Connector can only work with 32-bit Outlook version.
– Axigen Outlook Connector can only work with following versions of Outlook and OS:
• Windows XP Professional SP3 with Outlook 2007 SP2 (32-bit) orOutlook 2010 (32-bit)
• Windows Vista Business SP1 with Outlook 2007 SP2 (32-bit) or Outlook 2010 (32-bit)
• Windows 7 (any version) with Outlook 2007 SP2 (32-bit) or Outlook 2010 (32-bit)
– Check the OS and Outlook version and guide the customer accordingly.
e-Collaboration Automatic Migration
Issues & Troubleshooting (1 of 2)
• Username/Password Dialog Box Frequent Prompt
– Domain POC has change his passwords to perform
migration to e-Collaboration
– Update Password in Outlook
• Can‟t Send Emails via Outlook. Getting “550
Relaying denied Error”
– SMTP Authentication not enabled in Outlook
– Check “My Outgoing Server requires authentication” with
sub-option “Use same settings as my incoming mail
server”
e-Collaboration Automatic Migration
Issues & Troubleshooting (2 of 2)
• 550 No Such User Here
• 503 Valid RCPT command must precede DATA
– Account deleted on previous mail server while migration is
ON and MX’s records are still pointing toward previous
mail server.
– Guide the customer before migration that please do not
delete any email account, mailing list and groups on
previous server until migration is complete.
– If migration is complete, guide him to change the MX
records or change via cPanel
– In cPanel, set the MX type to “Remote Mail Exchanger”
e-Collaboration Receiving Issues &
Troubleshooting
• Can‟t receive Emails on Blackberry after changing my password
– Password needs to be updated in Blackberry portal
– Guide the customer to change the password in Blackberry Online Portal by Telco
• Can‟t receive Emails from XYZ domain
– Inability to find MX by XYZ’s SMTP server
– Local MX configured on WHM
– Domain expired
– First check domain for expiry
– If domain is just renewed, guide them to wait 24 to 72 hours for DNS propagation to
complete
– If already 72 hours, take time from customer and try to find the concerned IT person at
remote organization (only nationwide). Consult Sales in this regard
– Otherwise, guide the customer accordingly
– If no domain expiry issue, check namservers of both domains
– If same NS records and on cPanel, edit MX Entry of customer domain and change
“Local MX” to “Remote MX” and click “Save”
e-Collaboration Sending Issues &
Troubleshooting (1 of 4)
• I can receive emails but can‟t send emails. Emails stucked in Outbox – HotSpot Shield or SpotFlux running
– PC can’t make SMTP connection to our server due to Firewall or Antivirus
– Check email sending on Webmail
– Ask about HotSpot shield or SpotFlux
– Guide them that port 25 is blocked in these VPN Tunnels
– If no HotSpot shield, restart Outlook
– Disable Firewall or Antivirus
– telnet server to port 25, 587, 465(SSL)
– Change SMTP port
– If still issue persist, there‟s some issue with their PC. Restart PC and recheck
e-Collaboration Sending Issues &
Troubleshooting (2 of 4)
• Server Error: „550 Relaying denied for
<recipient_domain>‟
– SMTP Authentication not enabled
– Check “My Outgoing Server requires authentication” with
sub-option “Use same settings as my incoming mail
server”
• 550 5.7.1 <[email protected]>: Recipient address
rejected: Invalid recipient
– Remote Server Temporary error
– Check from Yahoo, Gmail and outlook.com/Hotmail/Live
– Guide the customer accordingly.
e-Collaboration Sending Issues &
Troubleshooting (3 of 4)
• “while talking to mail.xyz.com.:
>>> DATA
<<< 550 5.7.1”
statement seen in bounce back – Alert: Remote Server Issue
– Guide the customers accordingly
• 530 5.7.1 Client was not authenticated – Recipient Server is Exchange 2007 or Exchange 2010
– Misconfigured “Hub Transport Receive Connector”
– Check from Yahoo, Gmail and outlook.com/Hotmail/Live
– Copy the bounceback received and reply the customer accordingly
e-Collaboration Sending Issues &
Troubleshooting (4 of 4)
• 550 Sender Authorization check failed - psmtp
– Sender Policy Framework (SPF) validation check has
been enabled on the remote server for sender domain
– Incorrect TXT record
– Change the TXT record of domain from “-all” to “?all”
• Can‟t send emails with aggregate attachments size
greater than 5 or 10 MB
– No restriction from server side
– AntiVirus Mail Shield Issue
– Disable Mail Shield of AntiVirus
– Completely disable AntiVirus
Procedure to send Issue to Level-3
• Perform all the necessary troubleshooting steps
• Write down all the troubleshooting steps in this
format:
– MX check: Failed
– Telnet: Successful
• Make the Ticket mentioning all the necessary steps
performed, domain name and customer information
and send to SYSTEMS
• Don‟t commit any time to customer
