Explore troubleshooting issues, including internet, availability of server, and test connectivity using the Office diagnostic tools.
- [Instructor] How long can the average business user cope without access to email? If you're anything like me, that's not long. Maybe a few minutes at most. In order for your users to be productive, you need to supply them with 100 percent uptime when it comes to Office 365. Even a slight disruption for users accessing their emails and calendars on a PC or mobile device can cause major headaches. At all levels of a business, email is an essential productivity tool.
And users now rely on it both during and outside of office hours. To help us keep all this information in sync, and available across devices, there are several tools that can help troubleshoot issues that may occur with Office 365 email. When a user has specific issues with the installed Outlook app client, or even outlook.com when connected to Office 365, you can use a tool downloaded from diagnostics.outlook.com and we'll take a look at the tool, later.
Let's zoom in and take a look at the tool. Microsoft identifies several issues that can affect Office 365 Outlook, including Outlook stops responding, can't receive emails, Outlook keeps asking for my password, shared mailboxes or shared calendars are not working and Outlook keeping saying "trying to connect" or "disconnected". Let's take a look at some common causes of these problems. Some common Office 365 email problems are likely to result from issues with access to the internet, Office 365 server availability and client connectivity.
Email requires a connection to the Office 365 mail service, which is via an internet connection. You need to ensure that if your user's device is behind a firewall, or proxy, then you need to make sure that it allows access to the Office 365 mail service. This would normally be taken care of for Office based workers when you initially configured Office 365. However, for a home user, you may need to ensure that their firewall allows access to the specific site addresses and ports as needed by Office 365.
These include TCP port 80 and 443. On screen is the link to a support page which details the Office 365 web pages and IP address ranges that we covered when we initially configured Office 365. If there are availability issues with the Office 365 servers, then email may be disrupted. Specifically, look for planned maintenance notices within the Office 365 admin portal or the support email that is sent to the tenant administrators on a regular basis.
These will relate the Exchange Online mailbox server as this server supports the connection from the client. This server may be unavailable due to a maintenance issue, or due to an outage at your regional Office 365 data center. If the issue is isolated to a particular user or client, then you should focus on the connectivity from the client machine to the email service. This could be due to a configuration issue, or corrupted client software on the device.
One of the first things to check is whether Office 365 connectivity is being restricted. You should first try Pinging outlook.office365.com from a powershell or command prompt. If the Ping resorts in an error, follow this up with a trace root to hone in on the issue.
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