Customer On Demand Diagnostics Tool User Guide

Transcription

1 Customer On Demand Diagnostics Tool User Guide Applies to: Exchange Online Dedicated Legacy & vnext Releases Topic Last Modified: 27-Dec-2015 The Customer On Demand Diagnostics (CODD) tool is a Windows PC client application used to test (a) client system connectivity with Domain Name Server (DNS) systems, (b) the ability of a client system to access the Internet, and (c) the ability of the client to communicate with Exchange Online Dedicated client access servers. The flow diagram shown below illustrates the testing performed. CODD is delivered as an executable binary application. The application references an XML test script file, displays a test execution summary, and produces a test log file. Customer DNS Server Customer Corpnet DNS Resolution Tries to resolve URL Input URL & Run s Internet Ping Probe TCP Connect Dump results on Customer Desktop ICMP Echo to ICMP Echo to TCP Connect to Microsoft Data Center Bing.com Microsoft.com Customer Forest Page 1 of 9

2 Tool Applicability The CODD tool is used to address access issues that members of your organization are experiencing when attempting to use Office 365 Dedicated services. The following, for example, represent possible issues that can occur when attempting to access Exchange Online Dedicated: Outlook Web App (OWA) main page failing to load or unable to interact with the Client Access server that provides OWA access Mail transport (SMTP related) issues Outlook client connectivity failures In addition to interaction with your servers and network equipment, the tests performed by the tool involve interaction with Exchange Online Dedicated. Even though the tests involve the Exchange service, results of several of the tests can be useful for troubleshooting issues involving other Office 365 Dedicated services. Delivery & Configuration Requirements The CODD tool is available via the Microsoft Customer On Demand Diagnostics Tool landing page of the Microsoft Download Center. Included in the ZIP package are the following elements: CustomerOnDemand.exe Executable application DataFiles Folder containing the XML test script PrivacyDocs Folder containing all End User Licensing Agreement (EULA) documentation Page 2 of 9

3 Notes: 1. If you are unable to gain access to the Customer Extranet site, a Microsoft Online Service Support (MOSSUP) representative can assist with providing the ZIP package via the Data Transfer Management (DTM) site option. See How to use the Data Transfer and Management tool in Office 365 dedicated/itar for more information. 2. The CODD tool is suitable for use on Windows PC client operating systems that are currently aligned with a mainstream or extended support program provided by Microsoft. Client systems under extended support require the latest available Service Pack. See Windows lifecycle fact sheet for more information. All systems require Microsoft.NET Framework Version 4.5. To utilize the tool, a copy of the ZIP package must be provided to the end user in need of diagnostic support. The end-user can extract the elements of the tool using Windows Explorer. Important: All files of the ZIP package must be extracted. The end-user will follow with the execution of the CustomerOnDemand.exe application by performing the following steps: Page 3 of 9

4 1. The initial window of the tool will display the End-User License Agreement (EULA) and Privacy statement. Review both descriptions and select the Click here to agree and Proceed button. Page 4 of 9

5 2. Enter the OWA URL for your operational environment and select Click to troubleshoot. Page 5 of 9

6 3. Review the test results including the additional information exposed on the Detailed Log tab. Several of the tests exercise connectivity to resources that are the responsibility of your IT organization (e.g., DNS server and Internet access). failures associated with access to Microsoft managed services require the engagement of Microsoft support personnel. See the Appendix A Results Responsibilities Matrix for resolution descriptions. Page 6 of 9

7 4. Select the Click to save results logs button to place the test results in the Customer On-Demand Diagnostics Log folder which is automatically created by CODD on the desktop of your Windows PC. Follow with the selection of the Close button. 5. If your tests results reveal connectivity issues involving Microsoft managed services, proceed with contacting MOSSUP to open a support case. The log file holding the results of your test needs to be submitted to MOSSUP. Each iteration of the test will generate an XML log file. A sample log file has the following file name: Microsoft.Exchange.EnterpriseCloud.CustomerOnDemand _3'12'17_PM The execution date (in US numerical form, e.g., ) and the time stamp (in 12-hour format, e.g., 3'12'17_PM) are embedded in the log file name. When interacting with MOSSUP, you may be asked to provide the version number of the tool. The version number appears on the test results view. Page 7 of 9

8 Appendix A Results Responsibilities Matrix When the CODD tool is executed, several tests are performed to check network connectivity and system access. If problems are found, the results may indicate issues exist in multiple areas. Some of the issues are your responsibility to resolve while others will be the responsibility of Microsoft to address. In the matrix below, the following descriptions apply: DNS (Domain Name Server) Internet ICMP (Internet Control Message Protocol) Port 80 Port 443 Port 25 Description Confirm access to the DNS and its ability to resolve domain names. Confirm access to resources on the Internet. Confirm ICMP messages can be transmitted through your networking equipment to reach an Exchange Online Dedicated endpoint. Confirm HTTP port access to an Exchange Online Dedicated endpoint. Confirm HTTPS port access to an Exchange Online Dedicated endpoint. Confirm SMTP port access to an Exchange Online Dedicated endpoint. Page 8 of 9

9 DNS Verification Performed & Results Internet ICMP Gateway Port 80 Port 443 Port 25 n/a n/a n/a n/a n/a Customer Action Check connectivity to, and functionality of, your DNS. Determine if your networking implementation blocks Internet access. Microsoft Action If Internet access is open, escalate to MOSSUP Escalate to MOSSUP Determine if your environment allows ICMP messages to be forwarded. If forwarding of ICMP messages is allowed, confirm messages are able to traverse through your gateway equipment. If messages are able to leave your gateway, contact MOSSUP to request initiation of an ICMP test from the Microsoft environment to your gateway equipment. No issue if your organization blocks Internet access. If your organization allows Internet access, engage your support personnel to investigate. Escalate to MOSSUP Port 80 access failure when trying to reach Microsoft services is not considered to be a concern since your organization may have requested this block or applied this block using Client Access Rules of Exchange Online Dedicated. Escalate port 443 access failure to MOSSUP Escalate port 25 access failure to MOSSUP Page 9 of 9