December Knowledge Check

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Where can we check O365 mailbox storage in AOBO?

EAC > Mailboxes > Double click mailbox > mailbox usage

Admin > Users & Groups > Edit User > mailbox usage

Admin > Service Settings > Email, calendar, and contacts > mailboxes > mailbox usage

We're unable to see it in AOBO. The customer has to check in OWA.

A customer has an O365 account. They are reporting that emails in folders are not showing up in on Outlook. However they do appear in the same folder in OWA and on their phone. Message trace shows the emails are being received as well. Here's a screenshot of OWA: http://x.co/owass Here's a screenshot of Outlook: http://x.co/outlookss What is the problem?

We've confirmed it works everywhere else, the customer should contact Microsoft since the issue is clearly on Outlook.

It's not syncing properly, the customer should remove and readd the profile and try again.

The customer has a filter applied, they need to remove the filter.

The customer doesn't have permissions to that folder, they should right click and confirm their permissions in Outlook.

A customer just updated their display name 20 minutes ago and it's still not showing. What is the solution?

The customer only updated it in the GoDaddy control panel, they need to also edit it in OWA and in EAC.

The customer needs to wait, can take up to 24 hours.

The customer used a restricted word in their display name, they need to remove the restricted word.

The customer isn't an admin. You need to be an admin to change your display name.

A customer is trying to change their email address in O365 from [email protected] to [email protected]. After making the update, the account goes into an ErrorUpdate status. What might have caused this?

The server timed out, we need to escalate it to get it fixed.

[email protected] is a restricted user address, the customer will need to update the account to a different email and it will go through.

The customer's TXT record is not set, so they're not able to make any changes to the account. They need to set the TXT record and then we can escalate to get the update completed.

[email protected] already exists as an alias, distro, etc. The customer needs to first remove that, then we can fix the ErrorUpdate status.

Customer just purchased Office 365 Business Premium and is attempting to setup Outlook 2016. They are getting a server not found error during the setup. What is the first thing we should check the customer has done?

Uninstall all versions of Office, redownload and reinstall the Office 365 copy that is part of their plan.

Manually configure Outlook 2016 using the manual server settings from Powershell.

Log into OWA and set their timezone.

Ensure the customer is installing to a supported OS for Outlook 2016.

What is the difference between OneDrive for Business and Sharepoint?

OneDrive for Business has no connection to Sharepoint. OneDrive (standalone) is the only OneDrive product directly connected to Sharepoint.

OneDrive for Business and Sharepoint are integrated together. Sharepoint is used to create sites, but the documents for those sites are stored in OneDrive for Business. OneDrive for Business is used for document storage and sharing.

They are two different systems with no correlation. OneDrive for Business is used for document sharing and Sharepoint is used for site creation.

OneDrive for Business and Sharepoint are the exact same thing, just different terminology.

The customer set up [email protected] as an alias of [email protected], but when anyone sends to [email protected] the customer sees all of the received messages as having been sent to [email protected]. Why is this?

This is due to an error in mail routing, and needs to be sent up to OPS to correct the issue.

This is how Exchange functions. An alias is an additional address to which mail can be sent to this mailbox, but Exchange converts the address the customer sees when viewing the message to the mailbox address itself. In the headers you will actually see the to address as the alias [email protected].

The customer has [email protected] set up as a forward instead of set up as an alias. They need to remove it and set it up as an alias instead.

Everything is set up correctly, the sender is sending to [email protected] instead of sending to [email protected].

The customer copied and pasted an image from their computer into their signature in OWA, but it’s not showing in the received message to the recipient. Why is this and how would they fix it?

The image in the signature needs to be something that’s accessible on the internet for the recipient to be able to see it in the message they received. To correctly insert the image, the customer needs to go to the image URL in their browser, copy the image from there and paste that image into the signature in OWA.

This is a broken image. It needs to be removed and re-added.

The recipient has a filter applied, they need to remove the filter in order to see the image in the signature.

OWA does not allow images to be inserted into signatures. The customer needs to add the image to their signature in an email client, and not OWA.

This is going to be a situational question that will not necessarily have a right or wrong answer. A rep joins chat and asks you what they should do about a customer who received a chargeback, has now paid the miscellaneous fee, but is now unsure of what to do to get the product(s) back. Please type your exact response to this rep. Please take into account that this will be typical tier 1 question.