E-Collaboration Training

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


• 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.


• “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


• 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

Documents

E-Collaboration Training