This course teaches you how to solve a broad range of problems that can arise in organizations using Microsoft Exchange Online. In this course, you’ll troubleshoot many aspects of Microsoft Exchange Online, including mail flow, compliance, recipient problems, and cloud/on-premises hybrid configurations.

Audience Profile

The audience for this course is current or aspiring support engineers who work with customers and other stakeholders to understand the details of any Microsoft Exchange Online issues. They also interact with administrators and peers that work with other related technologies to troubleshoot and resolve issues.

Job role: Support Engineer

Preparation for exam: MS-220

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Before attending this course, students must have:

  • Experience with PowerShell and the Exchange PowerShell module.
  • Significant experience deploying, managing, and troubleshooting Exchange environments.
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Troubleshoot problems with mail flow

Investigate and diagnose problems with email flow in your Exchange Online organization. Find issues caused by incorrect transport rules, DNS records, message headers, and other causes.

Learning objectives:

  • Identify and troubleshoot message delivery issues.
  • Determine why Exchange Online is routing messages incorrectly.
  • Identify wrongly configured mail records in DNS.
  • Troubleshoot issues with SMTP mail transfer.


  • Introduction
  • Investigate problematic messages
  • Troubleshoot transport rules and conditional routing
  • Troubleshoot DNS issues
  • Investigate and repair SMTP issues
  • Troubleshoot problems with mail flow
  • Knowledge check
  • Summary

Troubleshoot message filtering in inboxes and Microsoft Defender for Office 365

Investigate and diagnose why emails are prevented from arriving at their intended destination because of inbox rules, Microsoft Defender for Office 365, spam filter policies, and other Exchange Online features.

Learning objectives:

  • Diagnose problems caused by misconfigured or corrupted inbox rules.
  • Decide why message attachments are preventing message delivery.
  • Analyze why Exchange Online Protection has taken action on a message.
  • Identify poorly configured spam filter policies.


  • Introduction
  • Troubleshoot inbox rules
  • Troubleshoot message attachments
  • Investigate actions taken by Defender for Office 365
  • Troubleshoot spam filter policies
  • Troubleshoot message filtering
  • Knowledge check
  • Summary

Troubleshoot compliance and retention issues

Investigate and diagnose problems with compliance and item retention in your Exchange Online organization, including incorrect retention policies, problems with eDiscovery, and inappropriate holds.

Learning objectives:

  • Determine why eDiscovery doesn’t return the items you intended.
  • Diagnose which in-place and eDiscovery holds apply to a specific item.
  • Delete and purge items throughout an Exchange Online organization.
  • Determine why items are not retained as intended.
  • Troubleshoot Messaging Records management.


  • Introduction
  • Troubleshoot eDiscovery
  • Troubleshoot holds
  • Manage item deletion
  • Troubleshoot retention policies
  • Troubleshoot message records management
  • Troubleshoot compliance retention issues
  • Knowledge check
  • Summary

Troubleshoot encryption, auditing, and journaling

  • Investigate and diagnose misconfigured encryption, auditing, and journaling in your Exchange Online organization.
  • Learning objectives:
  • Find out why Exchange Online can’t encrypt or decrypt messages as intended.
  • Ensure that sensitive actions on items and mailboxes create a secure audit log.
  • Discover why items are not reaching the Exchange Online journal.


  • Introduction
  • Diagnose encryption problems
  • Troubleshoot mailbox auditing
  • Troubleshoot journaling
  • Troubleshoot encryption, auditing, and journaling
  • Knowledge check
  • Summary

Troubleshoot desktop Outlook clients

Investigate and diagnose problems that desktop and laptop computer users have when connecting their Outlook client to Exchange Online.

Learning objectives:

  • Ensure Outlook clients can connect to Exchange Online.
  • Diagnose Outlook client authentication issues.
  • Resolve problems with calendaring, resource booking, and delegation.


  • Introduction
  • Troubleshoot Outlook connections to Exchange
  • Fix Outlook authentication issues
  • Troubleshoot calendars
  • Troubleshoot desktop Outlook clients
  • Knowledge check
  • Summary

Troubleshoot issues with mobile devices

Investigate and diagnose problems that users may experience when they use mobile phones, tablets, and other devices to access Exchange Online.

Learning objectives:

  • Resolve any issues that mobile devices have when connecting to Exchange Online.
  • Diagnose problems with ActiveSync devices.


  • Introduction
  • Troubleshoot mobile devices that access Exchange Online
  • Troubleshoot ActiveSync
  • Troubleshoot mobile device issues
  • Knowledge check
  • Summary

Troubleshoot Exchange Online configuration issues

Investigate and diagnose Exchange Online configuration issues including provisioning errors, recipient issues, address book membership, and public folder settings.

Learning objectives:

  • Diagnose problems that arise when provisioning recipients and other objects.
  • Resolve issues that affect mailboxes, distribution lists, and other recipients.
  • Ensure that address lists include all the intended recipients and only the intended recipients.
  • Fix common problems that affect your entire organization.
  • Ensure that users can access public folders without problems.


  • Introduction
  • Provision objects without problems
  • Troubleshoot recipient issues
  • Troubleshoot address lists and address books
  • Investigate organization-wide settings
  • Troubleshoot public folder issues
  • Troubleshoot Exchange Online configuration issues
  • Knowledge check
  • Summary

Troubleshoot hybrid and migration issues

Investigate and diagnose problems in an Exchange Online and Exchange Server hybrid organization, including mail flow problems, synchronization issues, and migration failures.

Learning objectives:

  • Enable mail to flow between Exchange Online and Exchange Server recipients correctly.
  • Fix issues with free/busy information, public folders, and recipient synchronization in hybrid deployments.
  • Troubleshoot issues that arise during a migration.


  • Introduction
  • Troubleshoot setup and mail flow in hybrid configurations
  • Address other hybrid configuration problems
  • Ensure a smooth migration
  • Troubleshoot hybrid and migration issues
  • Knowledge check
  • Summary

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