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 customers 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
Its 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
Symantec
TM
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)
Cant 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 cant see some buttons and cant 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 cant 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
Cant access WebAdmin of my domain
Port 9000 is blocked at Gateway/Firewall/ISA/TMG/Squid
or HotSpot Shield is running
Ask him the way hes 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=mo
bile-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)
Cant 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 dont 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 doesnt 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
Cant 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 MXs 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
Cant 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
Cant receive Emails from XYZ domain
Inability to find MX by XYZs 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 cant send emails. Emails
stucked in Outbox
HotSpot Shield or SpotFlux running
PC cant 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, theres 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 <abc@xyz.com>: 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
Cant 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
Dont commit any time to customer