Customer Type

Enterprise only

Scenario

Oleg was recently hired by Mujno. As a new employee, Oleg has been issued a laptop with standard installation of Office 2010. Oleg has reported to the Mujno IT helpdesk that he has not been able to provision a new Outlook profile.

The Mujno IT Helpdesk has not received any reports of issues with users configuring new Outlook profiles. Mujno is configured in a hybrid deployment with Exchange Online and their on-premise Exchange 2007 server. The Mujno IT Helpdesk asks Oleg to confirm whether he can log into the Microsoft Office 365 Portal and Outlook Web App.

The Mujno IT Helpdesk also asks Oleg to run MOSDAL to gather more information about his configuration before contacting Office 365 Technical Support for assistance.

Expected Results

Use search tools, including the Office 365 Support Center and Bing, to identity one or more resources that could help determine the root cause of the problem. The main goals of this exercise are outlined below:

  • Utilize the information provided in the Scenario description and known requirements for new users in a hybrid deployment to narrow down the root cause for these issues.
  • Utilize the results from MOSDAL to troubleshoot the issues and propose additional troubleshooting questions to resolve the issue.

Required Data

Download the .zip file from the location below. Save the .zip file to your computer and then extract its contents. The .zip file contains MOSDAL logs and can be used to resolve the exercise scenario and answer review questions.

Technical Resources

  • KB2404385: Outlook cannot configure a new profile by using Exchange Autodiscover for an Exchange Online mailbox in Office 365

Key Observations

  • In healthy logs, you expect to see three (3) major actions:
    1. The RCA tool locating the Autodiscover DNS records for trtcmd.com.
    2. Since Mujno is in a hybrid deployment, the RCA tool redirects the Autodiscover request to the Exchange Online Autodiscover Endpoints.
    3. The Autodiscover.xml file for the Exchange Online mailbox is retrieved from Exchange Online.
  • From the Exercise 6 data, open the Admin_Applications\Exchange\Exchange_RCA path and locate the results.html file to see the results of the RCA test for the user oanashkin@mujno.com.
  • When reviewing the results, locate the first of the major actions identified above:

  • The second step observes the redirection to Exchange Online.Figure 60: Mujno Autodiscover redirect confirmation

  • When looking for the final step, you locate a failure to retrieve the Autodiscover.xml for oanashkin@mujno.com.Figure 61: Failure to retrieve Autodiscover.xml

  • This test confirms that the credentials entered are not correctly mapping to an Exchange Online user mailbox through Exchange Autodiscover on-premise. Additionally, you can conclude that Autodiscover settings are configured correctly for the infrastructure and that this issue is limited to the user’s configuration. Since the user is in a hybrid deployment, they are required to have a target address configured to point to their Exchange Online mailbox. You can review the user in ADSI Edit or the Exchange Management Console.
  • Since Oleg’s mailbox was never migrated from the on-premise environment, his target address was never populated properly by adding a target address for his on-premise user object. Once the address is added, the issue is resolved and his mailbox can be configured using Autodiscover.

Review Questions

  1. What major actions are in the results.html file?
  2. What does the targetAddress do in an Exchange Hybrid environment?
  3. How could a mailflow test aid in determining root cause in this scenario?