Review common sign-in issues and resolutions, including valid site, DNS, IP address, and internet access, and how to identify problems.
- [Instructor] Using Cloud services can bring both advantages and disadvantages and also some new challenges to your IT support team. Some example support issues that you may need to consider include user sign-in and access problems, network connectivity, network name resolution, and password and licensing issues. We'll also explore various tools and techniques that can help you support your users. After moving your services to the Cloud, the most common problems that you're likely to encounter will relate to user sign-in or login issues and users requiring training and orientation relating to the Cloud services.
You may also find that your helpdesk requires extra support and training in relation to this increased demand for support. There are dozens of potential issues relating to problematic sign-ins, and if we unpack them, the most common relate to loss of internet access, accessing the correct site to sign-in, and common networking issues, such as DNS resolution and IP addressing. Internet access is a fundamental requirement of using Cloud services, and therefore you need to ensure that each user can access the internet.
This is normally reliable for home or office-based stuff, but for users who are mobile or travel, this can be more troublesome. They'll need to use roaming services such as wifi, or use a tethered connection from their cellphone which can be unreliable. You need to ensure that users access their website for the Cloud service they require. Users need to ensure that they're connecting to the correct website portal. The most common is office.com for Office 365 users, but they may also need access to your sharepoint or intranet site.
A good workaround is to publish the site as browser favorites or include desktop shortcuts, or provide them with a link from your intranet homepage. DNS, or Domain Name Service issues, can prevent users from connecting to websites. You can think of DNS as the map which your browser uses to navigate the web. DNS issues can often affect a single client device and can be cured with a reboot. Larger problems could be with your organization's DNS server, the ISP, or even a Microsoft data center, which then can affect many users.
All internet connected devices use IP addresses to communicate. If a client device IP configuration is incorrect, this can cause connection problems. Common computer IP-related issues include having an invalid IP address, an incorrect subnet mask, invalid default gateway addresses, and missing or incorrect DNS server information. If a user is unable to connect to a Cloud service, you may need to identify the problem.
You should use a troubleshooting methodology and tools to establish and then resolve the issue. If only one user has a problem, then it is likely that the problem is related to the settings on that one particular device, whereas if multiple users experience the same problem, then the cause is more likely to be due to the network, firewall, a server, or a regional service outage.
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